Urban Air Trampoline and Adventure Park — Attraction in Naperville

I will say this in advance. I should have read the reviews prior to going to the park and saved a ton of money and irritation. I didn't leave only 1 star so people know this is a true review and not just some angry customer leaving a one star. I think the "concept" of this place is on point and given a better staff and organization, it could be a fun place to take your children. That is why I gave an extra star.

Anyway. My daughter asked to go and I had never been to this place personally. I heard it was wise to buy in advance to avoid the lines/possibility of being turned away. So I purchased my tickets and went to the park. Still had to wait in a massive line. It was Sunday at 2pm and there was only one worker handling the entire crowd. It took almost 30 minutes to get to the front and by that time my "check-in" time was past and the worker made sure to let me know but then said "I'll make an exception." We get checked in and find out there is no where to put our jackets/shoes/purse/wallets because the lockers are all out of order. All they had are a few open bins to stuff your items into which doesn't seem very secure and safe. On top of that...this place is DIRTY. Garbage, grease, and food all over. Chairs were tipped over. And the entire back area by the bathroom smelled like someone was just sitting back there smoking weed all day. It was so bad you could barley walk back there. I mean, who has to be high to work/attend a kids park. Sheesh.

Once in....we found multiple attractions were down/not open which was not communicated until after we were already paid and entered into the park. No employees checked for wrist bands on any ride/attraction which makes me wonder why we paid $37 a person at all?? No staff was actually watching anything in the park. There were grown men wrestling in the ball pit and foam pits. Literally picking each other up and slamming them down. Kids throwing balls and foam blocks. The trampoline area was a free for all with kids shoulder checking each other. The whole time there was no staff there at ALL. One area has a fence around it where the rock wall is. My daughter and a few other kids entered were hooked up. As they are climbing, the employee was pulled away. I figured she would be right back. I was wrong. After a few minutes we went to the front desk to let them know there are kids in the area with NO employees. They sent someone who then shut down the area. Most of the other attractions were close so my daughter basically played in the ball pit and the trampolines. The Go-Karts were open but there was constant issues and she waited in line but could not actually get on them.

When we decided to leave, we told the "manager" at the front desk and he said they didn't' have enough staff and it "was what it was." I was then told there are no refunds or credit back even though most of the pass we purchased could not be used. Such a disappointment and worse, I had to watch my dejected daughter leave after not being able to enjoy the day.

Someone really needs to take over and manage this place. It would be so much fun if it was run properly and the customers were...

If I Were the Owner, I’d Be Deeply Disappointed – Urban Air Naperville Needs a Serious Management Overhaul

If I were the owner or investor behind the Urban Air Adventure Park in Naperville, I would be extremely disappointed with how this operation is being run. What should have been a memorable and exciting visit turned into a frustrating exercise in mismanagement, miscommunication, and missed revenue.

We visited on a Wednesday in July after thunderstorms forced us to look for an indoor alternative to Centennial Beach. As out-of-town visitors, we were eager to give our boys a chance to burn off energy and opted for the all-access package to take full advantage of the attractions. Unfortunately, from the moment we arrived, the experience was a mess.

To start, there was only one employee working the front counter, with a growing line of 8+ families. In an effort to streamline things, I completed the online registration and payment using a posted QR code, including the purchase of socks. But the final step instructed us to “check in with a team member.” Of course, the only way to do that was to cut in front of those same frustrated families waiting for assistance. After 10 minutes of no movement, I finally stepped forward to ask if pre-paid customers needed to wait in line. The overwhelmed staff member checked us in quickly—but the fact that this entire process was left so ambiguous is a failure in both staffing and systems design.

Worse yet, after finally getting our boys geared up, we discovered that several of the premium attractions we paid extra for were only operating on a rotating basis, meaning lengthy waits for things like bumper cars or the climbing wall. At no point during booking or check-in was this explained. Families paying full price should be informed upfront when key features won’t be continuously available.

And then there’s the food situation. Urban Air is plastered with signage warning about a strict “no outside food or drink” policy, yet their snack shack was essentially unstaffed the entire time we were there. I personally watched multiple families walk up to the counter, wait, and leave in frustration. We were hungry and ready to spend money—but there was no one to take our order. So I walked across the parking lot to Freddy’s and brought back four burger meals. Unsurprisingly, no one was available to enforce the policy, because there was seemingly no staff managing this area at all. Another glaring missed revenue opportunity.

I don’t write scathing reviews lightly. I want places like Urban Air to thrive—they provide real value to families and fill an important need for indoor recreation. But this visit left me wondering: Does the actual owner or investor know how poorly this location is being managed? The inefficiencies, lack of staffing, and operational blind spots are not just inconveniences—they’re long-term threats to customer retention and profitability.

If this location hopes to succeed and grow, it needs a serious reboot in staffing, communication, and guest service strategy. Because right now, it feels like a ship coasting on autopilot—with no one...

Overall the kids had a blast but for the money I paid it was definitely NOT worth it. Only 2 of the spin bumper cars even work the other 4 have signs on them that they are out of order. Trampoline area behind the registers with big landing pad is closed and has apparently from the reviews been closed for a long time. System for rope course/sky rider makes no sense or rather if there is one is not followed. My children waited over 15 minutes and got to go up. They were up there a few minutes and my son came down in tears, he and his friend were told that they didn’t have any harnesses currently available in their size so they had to go back down!! They weren’t allowed to wait for one. I went and spoke to the manager who said he would talk to them because it should be that each participant can complete the rope stations 1 time and then pass to another but the attendant told me there was no limit. I never heard back from the manager so to my knowledge it was not addressed. Expect long waits at most all attractions. My daughter waited 30 minutes at the rock wall stations at the entrance before getting inside. Did go karts a few times some of the single karts are VERY difficult to turn even for an adult. Also these karts need to charge and apparently they do not have a good system in place for this. Mine died upon start and then again part way up the ramp couldn’t move, my four year old daughter and I were rammed into two times by other karts going full speed as we waited for the attendant. (I would like to note this employee was doing the best he could and was helpful and kind even with all he was dealing with) told me it’s cause it wasn’t charged he did put us in another kart but the race was over so we just did one lap as the other two children with us that we were racing were done. Even getting icees was over a 15 minute wait with only two people ahead of us. Again the employees were working as hard as they could, 1 in front and 1 cooking/frying. We really wanted to love this place and were so excited to go but paying for 3 ultimate passes when many of those areas are closed or not functioning properly is ridiculous. I did not get my monies worth and will definitely NOT be returning. I’m guessing the inspectors that had Altitude shut down for a while due to safety concerns may also want to pay this place a visit. Lastly clean the bathrooms please, this is a wall from the...