Urban Air Trampoline and Adventure Park — Attraction in Mokena

DO NOT BOOK A PARTY We spent $600 on a birthday party for my daughter at Urban Air in Mokena. When we arrived and waited in line for our turn to check in the woman took our name and told us we were at table 2. She said she was going to show us where the table was… she didn’t she started walking toward the table then ditched us when new people walked up to the check in counter. We just went and found the table ourselves. At this point we’re there for several minutes with no idea what we’re supposed to be doing or what to expect. It wasn’t until I went back to the front to get someone that we were helped. They had the table set up with plates and napkins, nothing else. The balloons that were part of the package were not there, no forks as the package states there should be etc. once it was time to eat the party host dropped off a metal cart next to our table with 3 of the 4 pizzas we ordered and said nothing just walked away. The pizza was not cut all the way through the crust and they did not bring anything to serve the pizza with. Luckily I brought a cake cutter that we used to saw through the pizza and serve it. Finally a bit later they come with the 4th pizza and it’s the wrong kind but we just took it because I didn’t want to make people wait. Took me a while to discover that the pitchers of pop were on the third wrack of this metal cart. We had to open the bag of cups and serve all the kids. Time for cake and we had to go to the desk to get plates. Then we had to go to the cafeteria to get forks and napkins for the cake. When I went to pay I had to request the additional stuff for the party girl and the guests that are part of the package. They looked at me like they were surprised and said “you didn’t get it?” Well obviously not if I’m asking for it. Any time we asked for anything that was supposed to be provided it felt like we were bothering them. The party host spend most of her time out of site and while there were a few other parties we were her only party. Also, everyone except our party got the birthday announcement so we were left out of that as well. The final straw was at the end she said there were no parties after us for the table so we could use it longer as long as we did the cleanup. We stayed 20 extra minutes and had to clean the table. Not once in the entire time we were there did she assist with serving, cleaning, throwing anything away etc. I was so embarrassed as the other parents watched this all happen and were shocked as well. I will NEVER waste my money on a party here again and hopefully this stops other people from wasting...

We have been to the one in Indiana and LOVED it but this one in Mokena... I would not recommend. Two security guards at the entrance and they BARELY checked my bag... all staff members appeared 19 years or younger in age and just stood around. It was a free for all, wildly overcrowded and inconsistent hours. When comparing, the birthday party in Indiana brought pizzas out on a tray and staff members cut each slice while wearing plastic gloves and handed it to the children(like a server). At Mokena they put the pizza in boxes, brought it to the room on a broken cart and left it for the hosting family to place and open the pizza boxes on the tables themselves for the guests. Also at Indiana they would hand each child a pair of socks and put their wrist band on for them once they led us to the party room, here that was not done, they gave the wrist bands in a plastic bag to the birthday girls dad for him to hand out to the guests. At 4 when the party ended there was a giant group of teenagers gathered on one of the small square trampolines... about 12 to 15 kids, they were rough housing, making videos and twerking on each others groins (all girls) with small children playing in the area ages 2 -8 years old. Lack of control over the establishment is the biggest shock, as a parent this was horrifying to watch at the end.... the crowd was changing in that short of time from families to young adults... it was becoming a recipe for a bad situation. I can see this establishment decline further in the future, right now it's a trampoline park for family fun but it looked like it's becoming an older kids groupie hangout place and I would much prefer and recommend the fun family vibes of the Indiana establishment. It was clean, staff was respectful and cheerful and looking for any opportunity to jump in and help, they kept up on the party rooms and when it was time to go they gave a 5 minute warning, they clearly explained the rules, helped you check in and sign waivers, got you your socks (even parents if children were very young and needed to be occompanied) served pizza and pop to kids, provided extra chairs in the party rooms for the adults to sit at etc overall my son had a blast bc he got to spend time with friends, I just couldn't believe the difference in service just based on...

Very displeased with the level of customer service at this particular location . My family patronized this location and paid our $450 for a birthday gathering here . We were greeted at the door , by security officers checking bags , Like we were at a club scene and or airport . Every single time you come through the door with bags or purses they stop you and check every time . I came through the door with a cake and was immediately hounded by security if I had a birthday reservation . I was cut off immediately when I said I didn’t have an official birthday party and before I knew it , it was a $100 charge immediately put on my ticket to “reserve” a table and room to have my own cake . I told them I wasn’t doing that & they told me I needed to put my daughters cake back In the car . Like how rude is that ? With Everyone only a few min away their was no time to do a new party gathering . I decided to bring my daughter cake in anyway seeing that their was no rules on the website that prohibited me from bringing my own cake , At the end of my party the security officer by the name of Danny came over yelling and scaring everyone about not having a cake , and snatched the cake off the table . The manor of ignorance concerning a 6 year olds cake , is unacceptable and a poor manner of professionalism. Their was a lot of whispering and pure rediculous behavior between staff at this location . I’m sorry to say but this was a Poor example of how people should be behaving at this location , it was extremely embarrassing to witness & Im not , going to sit back and allow it. This location is being ran by Liz Thoulazong and I’m going to make sure to it that their our some changes made & that this security officer is fired . If you want better service and not to be treated like a criminal by being checked by security every 5 min go to the NW suburbs for your party , it’s a shame that mokena IL is acting in the manner of such. I received all of my money back and will be filing a harassment lawsuit against this company ! Shame on you ! Urban Air Adventure...