Urban Air Trampoline and Adventure Park — Attraction in Plainfield

I have already spoke to the corporate office to cancel my membership- currently waiting for the location to approve it. My son has autism. That being said- I got us both a pass so that I could jump with him. He does not understand rules. Within literally 5 minutes of us being there we had 3 different people come up to us. The first time they went up to my son and asked him if he had a wrist band- I was right behind him putting down my stuff and i said to them "yes he does have a wrist band, it is on his ankle due to sensory issues." she literally sighed, rolled her eyes at us and walked away. But the lady at the front desk was super nice about it and didnt seem like it would be an issue upon checking in. About 2 minutes after that - another employee had walked up to me and told me we couldn't jump on the same trampoline. I told them I understood- and to please be patient with my son because he has special needs and doesn't quite understand. He kept grabbing my hands to jump with him like we do at home. He didnt understand why I couldnt jump with him and was getting visibly upset whenever I tried to go to a different one. As a parent it is hard for me to watch my son struggle to have fun because i have to keep literally jumping away from him. Because of this, i took him to a different part of the park with no kids- just us and we were on one trampoline, but I was OBVIOUSLY not jumping, my feet were planted the whole time - and my son was just holding my hands and jumping. it was at that point another employee had walked over to us and again asked me to move to a different trampoline. after explaining once again that my son has special needs ( said it like that because autism isn't really a visible disability and i wanted them to understand that my son did not understand that he couldn't be with his mom.) There was like maybe 6 people besides me and my son in there. It was not busy at all. My son is 4. He is nonverbal and he arm flaps. it was pretty obvious that he had a disability and I feel like the employees did NOT handle the situation accordingly. I was NOT asking them to break rules. I was simply asking them to give me time to teach my son the rules without having to harshly just keep jumping away - especially when i could see he was upset and wanting to jump with me. I ended up leaving exactly 11 minutes after getting there.... this was not the first time we had been there, I actually have had a membership for the last 4 months now and we go several times a month. Yesterday was just the first time I had felt like we were getting bullied by having multiple employees come up to us- WHEN IT WAS SO NOT NEEDED! any other time they have been super understanding and they know I always do my best to accommodate the rules to the best of OUR ability. But when I explained to them that my son had autism I was not expected to be talked to as if I was purposely breaking rules.

I am literally my sons voice and they made us feel so unheard and outcasted. I will NOT be going back until something changes. I know the world does not have to conform to my son, but even just the tiniest bit of understanding...

My daughter and her friends were so excited for Urban Air to open in Plainfield. My daughter and I have been to a Chicago location twice and loved it. We went on a Thursday evening and were disappointed. It was not at all crowded when we arrived around 6:15. The girls had a lot of fun on basic trampolines at first, but when they wanted to try out other parts of the park (battle beam, sky rider zipline, ropes course, and wipeout), they were told that those attractions were closed. Being that we paid for 7 girls to enjoy those attractions, I went over and asked why we purchased tickets that included a bunch of attractions that weren't even open and available. I was told that "we only open one side of the park at a time." The worker at the front desk told me that they would open up the ropes course and the zipline at 7:30 (30 minutes prior to closing). At 7:30, when the girls went to ask again about the attractions they wanted to use, they were again told they were closed. As the adult, I went over to complain and a manager told me that she would get that opened for us.

There were plenty of young workers standing around and not doing anything at all. When they finally did open the zipline for the girls to use, my daughter told me that the worker who helped with her harness told her that she was annoyed that they had to open the attraction because it meant more work for her.

For the amount of money we paid ($27.99/person), it was ridiculous that most of the attractions we paid for were not available to us. The customer service was awful-you shouldn't have to have an adult argue with employees to get what you paid for. Urban Air's location here won't last long with...

This place is great for the young and the old if you want to burn out some energy. It looks clean but be aware of germs because usually after going there somebody gets an illness whether it’s a cough or runny nose or fever. Not a big deal really to be expected all the people in and out of there again the place is great and lots of fun! Suggestions would be 1. maybe figure a way that you can get some sort of sanitiizibg lights you can run at night when closed and 2 (this is the biggest one for my family) if you aren’t going to let the little ones have fun in the balls on the obstacle courses especially when you aren’t even busy then my big suggestion is to put in a couple ball pits maybe one for the littles in the jungle gym area and then a bigger one somewhere out on the floor with the other things. Anyways again great place staff takes their job and the kids safety very seriously. For the membership price ot is totally totally worth the 1 year investment if you have toddlers or even 5-10 year olds! Mine has boundless amounts of energy and could play all day if I’d let him! Great value for the pricing and just all...