Urban Air Trampoline and Adventure Park — Attraction in Pasadena

I am kicking myself for not listening to the other bad reviews. Absolutely the worst party experience EVER. I booked the party through their line, spoke to a very nice lady named Kendra. She informed me that it was better to add pizza and drinks now and that the day of the party things that were not used could be taken off the ticket. Same went for kids. I was told this multiple times. I added 5 pizzas, 10 kids and 10 slushies. Only 9 kids showed up and jumped, only 2 pizzas were served and only 9 slushies were brought out. Guess what I paid for? 10 kids, 5 pizzas, 10 slushies and 10 socks. I told our host, who had to leave at 8pm, (how do I know? Because her mom went looking for her to our table, she was anoyed. Me too, mom. Me too.) that's not what had been said to me when I booked and told her what Kendra said. She agreed that made sense. She comes back to tell me her manager, Dianne, did not. Dianne comes over, WORST CUSTOMER SERVICE EVER and lacks tact. Dianne said UA was a franchise and that they all have different policies. I booked through their line and asked for the Pasadena location. One would think that if they book for a specific location, they would relay specific information and policies that pertain ONLY to said location. Dianne said I had to pay for everything and that "someone is always trying to get something for free" She also said the pizzas would come out her check. ok Dianne. The host told me she was going to call the kids when the pizzas were ready. She never called the kids down for pizza. I did when I randomly saw the pizza there, it was cold. She didn't clean up the plates, she brought no napkins. When we asked for a knife and spatula for the cake she brought us a plastic knife UTENSIL. But the party two tables over got a knife and spatula. I get called down to the dodgeball area by a family member. 3 African American kids were crossing over to my son's side and throwing the ball directly in my son's face, knocking his glasses off and hitting him in his private part with the ball very hard at close range. that's not how dodgeball works. my kid told them repeatedly to leave him alone that he was ignoring him, the kids said " that's not how black people work" mind you there's supposed to be monitors at each area. At one point there was 2 African American workers, but because the kids that were going out of their way to hit my son were also African American they never really did anything. The only thing they said when my son told the workers that they were cheating and bothering him was "oh yeah I'm bout to tell 'em" They must have lost interest because a few minutes later when I showed up, no one was there. Did I yell at the kids that were bothering my son? damn straight I did. A worker comes up from behind me and I asked her why she wasn't there and she said it wasn't her area. She was in the foam pit, a few feet over. Perhaps her range of vision is limited, I am not sure. She then left to go get someone and left both sections unattended. I went back to a dirty table. We cleaned up so we could cut the cake. She was nowhere to be found. They did come tell me they put 3 people at the dodgeball area. "Great" that's a requirement, I will not applaud you for doing something that is required. But guess who showed up right on time for checkout? My host. Guess who didn't get a tip? My host. Dianne, tell your boss you can't run that place. Public beware, don't be like me, don't give anyone the benefit of doubt. Listen to...

I am writing to express my deep disappointment and frustration following a recent visit to your facility. What was meant to be a fun and enjoyable outing for my family quickly turned into an upsetting experience due to the behavior of your staff and the mishandling of our complaint.

While preparing to use the zipline attraction, one of my children unintentionally nudged a staff member’s water bottle that had been left in the entrance area. The bottle was barely kicked, but the staff member responded aggressively, saying: “I wouldn’t kick that if I were you, you will regret it.” This statement was completely uncalled for and made both me and my children feel threatened and uncomfortable.

In an effort to resolve the issue, we went to speak with the manager on duty, who provided us with a phone number to call for a refund. After returning to our car and calling the number, we were told that only the on-site manager could authorize a refund. When we went back inside to speak with the manager again, we were accused of lying — a completely unacceptable and disrespectful response.

We had only been at the facility for about fifteen minutes before this incident occurred, yet we had paid $180 for your highest-tier passes for six people. Given the treatment we received and the extremely limited time we spent at the park, I believe a full refund is entirely justified.

This experience was not only disappointing but also deeply troubling, especially as it involved children being disrespected and dismissed. I urge you to review how your staff handles customer concerns and to take appropriate action to ensure that no other family is treated this way.

Please contact me at your earliest convenience to discuss this matter further and to arrange a refund. If you want your kids to be treated as an equal, do not go to urban...

Forcing parents to do digital orders when you're in person, it's just not a smart move when you're trampoline park. I already know now that my mother is never going to bring my kids here because as a 60 year old, she doesn't want to put up with the technology headache. Why do I need to have an account for a trampoline park?? It seems like everywhere you go, you need to have a login or an account and it's getting to be so annoying that we is humans can't go any place without giving all of our information just to make a purchase.

Not everyone has a working phone. Or in a case like me, I didn't have any battery and I have to go back to the car for 10 minutes to charge it just so that I can order a one-day pass for my kids. I almost left and went to jumping world, but the traffic was too bad on the map.

You even have to order food online FROM AN ENTIRELY DIFFERENT WEBSITE. And There is no Wi-Fi offer even thoughthe service is so bad! It took me 10 minutes just to order one pizza and one icee. And I think the most unprofessional thing about it all, is that there was no QR code or professionally printed paper. The directions were handwritten. That's just so tacky!

And then, when I went to go get my pizza, there were five workers standing behind the counter doing nothing. Why would you take away the service offering of dealing with an actual person, just for your workers to stand around???

Everyone in line was complaining about the same thing and y'all are gonna lose a bunch of customers if you try to digitize a...