Urban Air Trampoline and Adventure Park — Attraction in Middle River

Never ever ever EVER will I bring my kids back to this place! You'd think that an indoor trampoline park with many staff on hand at any given time would be a safe place for kids, but apparently the staff doesn't seem to really care as most of them are on their phones or turned away talking to each other most of the time...

This leads me to our most recent visit. My wife, myself, our 2, and 4 year old all came to the park last weekend. My daughter loved to jump around the trampolines and climb in the playground, and we have always brought socks for her that have grippies(which we were told by the staff was ok) because the socks they have for sale do not fit her feet, which is more of a hazard due to them buckling and potentially falling off..

When we arrived, there was no staff attending the multiple level play area with the slides and such. So, many parents were supervising their children because SOMEONE has to pay attention to them...right? Well, after letting my kids play there we went to another part of the park, where we were told that my 2 year old was NOT allowed to play unless she had THEIR Socks...even though we had been told during our visits before that it was ok since they don't fit her and the socks we brought have grippies. We had to spend money, simply because the socks she was wearing were not THEIR socks...which is apparently a "safety hazard"...even though with every few steps, after buying socks, they would slide down her feet, which is a TRIPPING HAZARD.

We go back to the play area after a little bit of time, and now there's a gate and someone essentially standing guard. Well, first off, this ONE person(which I would think with what looked like to be 20+ people on staff at the time, there would be 2 people in the play area...one at the bottom and one taking care of the top to make sure kids are playing safe since you can't see up there from the base of the area) was constantly facing AWAY from the play area or hanging out at the concession stand(and yes, I'm assuming there's cameras that can be check to validate this). So, this person would not let me go into the play area with my 2 year old to make sure she was safe...not to play, because it's far too small an area for me, but simply to make sure she is safe because many of the other kids are much bigger than she is and she obviously could get scared if she gets lost...WHICH HAPPENED.

So, my 2 year old climbs into the play area, I'm not allowed to watch her...even though the sign specifically says "PARENT SUPERVISION IS REQUIRED AT ALL TIMES". So she goes up higher than I can see, I'm trying to peak around every corner or way that I can see up to find her, and I can't see her at all. The person working seems to have no real concern, even though she's gone, he still won't let me up.

After about a minute, he goes up to the second level and simply looks around, and then comes back down and asks me "do you see her anywhere?" THIS is when I was fed up! How are you working at an indoor play area and LOSE SIGHT OF THE KIDS PLAYING! You have ONE job...KEEP THE KIDS SAFE!

I'm over this, my wife has already went up to the front counter to tell them that the person isn't letting me in to find my daughter, which they told her I needed to buy a bracelet if I wanted to go in the play area...RIDICULOUS! I storm past the person working and start searching, after about a minute I find my daughter AT THE VERY TOP OF THE PLAY AREA! How she got up there I have no idea, but she did, and she couldn't get down. If I hadn't have went up and found her, she could have easily fallen down the very deep steps towards the top of the area and hurt herself badly! As I brought her out of the bottom of the play area, because the employee didn't even attempt to help whatsoever, he asked "Oh where'd you find her?" which was the icing on the cake that we will NEVER come back.

This establishment is the embodiment of neglect. Nobody truly watches the kids, parents aren't allowed to supervise their kids unless they PAY MONEY to do...

Gave 2 stars because activity wise the place is good and they allowed food from outside due to a child being egg allergic with which Manager Ethan was great help while booking but otherwise other staff is very unprofessional and rude. There are so many points I won’t book a party here. Here are few:

Firstly when we arrived in our party room, it wasn’t ready. Our host was nice but probably forgot to take out the broom and bucket. It’s understandable, I noticed it and didn’t want to be rude so I picked it up and took it outside myself.

Secondly, the food wasn’t ready at the time it was suppose to. Certain things were about 15 mins late although all the food should have been in together. When asked, we were told that food that they prepare in house would take time as there are other guests in the facility that had to be served. It was kinda rude cuz it wasn’t my problem and needed food according to what was said during booking of the party. Still didn’t argue on that cuz I felt they were working hard.

Also, our room was booked for 2 hours and I asked if there was a party after us that they had to accommodate. They didn’t. So I asked my host to extend more time for the room on payment basis while still under the two hour window of our party. She took me to the front desk and asked me to pay for extension and rest of the pending invoice of the party. Which I did right away and was told that the room is extended for one hour but without the host. (I wasn’t told that the host was not part of the extension until I asked as she was giving instruction on the walkie to other employees). Anyways, I came back to the party room and the party went on. Now the most unexpected and unprofessional thing happened when I with my family and our guests were hanging out in the room and didn’t notice that it was beyond one hour of extension, the same cashier who extended our room hour came to us and announced that our extension was over and we have to get out and that we have to clean the room ourselves behind us. (Until this point I wasn’t told while extending the room hour that we had to clean after ourselves). I was kind of shocked and for a moment I thought they were genuine as there may be a party after us so I politely asked one of the employees if there is another party after us and was told that there wasn’t. I also couldn’t understand this that when I was trying to book the party I was told that a party host would clean up and we won’t have to worry about it. Professionally saying, the employee could have pulled me to a side and said all that to me and should have asked me if I wanted to extend another hour which I would have done that and cleaning up wouldn’t have been a problem after all.

Anyways, my guests left and I went to the front desk after my wife and I cleaned up most of the mess in the room to the best of our abilities and asked for a manager. When she came, I explained everything to her and told her the whole story and also told her that it was very rude of some employee to come and make announcements like that. She heard me alright and told me she would talk to the employee.

The harm is already done Urban Air; and I would not book a party again with you guys. And even though people working there are hardworking kids, a lot of them need professional training of some sort especially about how to deal with customers so I request the management to...

4 star franchise/facility 3 star cleanliness

1 star for efficiency 1 Star for service 1/2 star for value 0 stars for check in process 0 stars for online reservations

Great facility. Clean. Bright. All great qualities in a franchised trampoline park. That’s about it. Owners... whoever you are out there you’re missing out on capturing the family experience. (And $$$$) The facility is new and in order for you to retain customers you must improve your Operations.

The check in process sucked. No nice way to put it.

Either the speed to check families in or the lack of training the kids at point of sale was our first negative impression walking in the door. * it took 30 minutes to get in the door. (Not through the line) I felt like I was in line for a sold out concert. The only reason we stayed out the wait was we were meeting friends from philly. Luckily for them they were an hour late, they didn’t have to endure the 50 minute wait to purchase tickets. (50)

The facility wasn’t sold out. The employees were just nubs at their required skill set. Let it be said we “attempted” online reservations via the website. This facility isn’t set up or the site wasn’t working, of course I called and they wouldn’t accept reservations over the phone. (Skyzone,launch etc online portals all work as expected )

Owner/franchisee if you are still reading I watched with amazement in the loss of revenue the food court let go. (BTW lines /service just as nub slow to get food ). Turn times were aweful, I counted 42 people walking away after waiting in line. Another set of folks walked out after waiting to get to the counter. I had to figure out why, so we asked folks as they left the line. For some reason the facility has pizza delivered locally and resells the slices. (Funny as there is a kitchen and onsite food sales license ) the caveat is the pizza is only delivered once an hour. Once it gets there the slices sell out and customers if unlucky wait another hour.

Such a poorly run operation.

Enough about loss revenue and customer retention, if youre the owner contact me.

The park and areas were well laid out as expected for a franchise. The attendants through no fault of their own seemed disinterested. Obviously their job is to help maintain a safe environment which was done fine from all accounts.

The lighting was fine and there were no areas of concern. The sound system wasn’t good compared to launch or sky zone. If we could reference the teacher from peanuts that’s the best way to describe the inaudible sounds illuminating through the arena.

The kids had fun, which is the most important thing. However, they still rated this facility below skyzone and launch. The parents on the other hand won’t be returning. There are just too many things wrong with how the facility is run.

Since our visit another family friend visited and had the same nub experience that I did. Good luck plenty of local trampoline parks that are run more efficient than this...