Urban Air Trampoline and Adventure Park — Attraction in Plantation

This is my nightmare...coming to an extremely hyped spot and having the worst service and longest waits at every check point from start to finish.

The front desk was slammed and there are employees wandering around (not safety walkers, actually in and out of the office) not lifting a finger for the one person at cashier.

We finally get through and the kids are happy to go try out their passes. Turns out they're too tall for some of the attractions on the pass, which is a bummer and limiting. They push through and go jump elsewhere, totally fine. I understand kids being too big/small for some areas, it is a bummer to have a main play area be restricted though. My 9yo has had a hard time navigating the areas and what's allowed on her pass, it seems like from her POV it isn't labeled well.

The music is so loud over the ambient noise that cashiers can barely hear you. I'm not old nor deaf and it was quite the stimulation overload. My father (who is 70+) turned right around and walked out. I don't mind some music, it should be fun, just not deafening.

Then the food. Woof. Over 45 minutes to wait while ordering a simple kids meal (pizza, fries, drink). Prices were fine. But to have wandering staff, eating and drinking in the galley and NOT helping kitchen staff get caught up on orders is insane. It's all younger adults working, no one is thinking a step ahead to keep on top of orders. They have 1 food runner and 1 cashier. I've seen 3 other staff members stop in and hide in the back hall, grab drinks, and head to the kitchen and head out with fries in their hands (yuck). But not a single one of those 3 lent a hand.

I don't think the facility lacks cool features, amenities, or a fun factor. It lacks support staff to make it run well. Busy or not, wandering staff who I've seen wander across the entire main floor on their phones and air pods, not doing a thing. And again, not safety monitors, who yes should monitor the attractions and will be walking around.

Food took over 45 minutes and we cancelled to eat elsewhere. My 11yo son asked once, in a very kind and respectful way how much longer it would be around the 30 minute mark, he was told when the buzzer rings 🥴🙃 like...hi. rude.

There's no general seating for the non food eaters, so you're either taking up a table or you're walking/standing. That means you're sharing dining/picnic tables with strangers.

But wait, it's a holiday. I should forgive the staff. Nah. This isn't an understaffed problem and it isn't an overcrowded problem. It's not overcrowded. I can't imagine this place full. The managers have historical statistics to reference for days like this. Their employees who are here just aren't working. It's painful and definitely contributes to a poor experience for attendees, especially...

Review Update after our visit 12/10/2022 The kids, as usual, as usual, had a blast, they love coming to Urban Air; however, there was a very uncomfortable situation that happened while we were at the Climbing Area. After patiently waiting almost an hour in line, our son was allowed to go inside to use the multiple climbing equipment. There was a very nice girl managing the location at the time, and she was allowing the kids to spend as much time (it seemed) as they wanted (hence the almost 1-hour wait, which we did not mind). However, when it was my son's time, there was a shift change, and our son was strapped on for one of the areas by an employee named Markice. He turned his back for like half a minute, and then came back and roughly started handling my son, to unbuckle him. I tried asking why he was not allowed to use the equipment, and he blatantly disregarded me. After I got his attention, he was already roughing up another girl in line, he said that everyone was complaining about the wait, so we had to move along. He then turned around and continued ignoring me and my son. I was able to get a manager to come help, and my son was allowed to have 4 tries at climbing. This individual Markice, has no business working with kids. He was rude, and rough with the kids, and completely disregarded not only me as a parent, but my child's feelings, as he did not understand why he was roughed up to go somewhere else, after not getting to use the equipmenthe wanted to use the most. This was such a horrible experience. We are Paltinum Pass Holders, so we will, unfortunately, have to continue going to this location, as our children like the park; but I will not feel comfortable turning my back while my kid uses equipment which requires employee assistance.

Super fun for kids of all sizes! Not quite five stars, as we did have a few issues with the free snacks for the kids. We had to make the line for food (which can get extremely long with only one cashier working the orders) because we were not provided a card we needed to claim the free snacks. This was our first time visiting and we got the platinum passes, but the staff at the front didn’t seem knowledgeable about them. We even had to fill out the application online, after having made the line at the front, and then the lady wanted to charge us for the socks which come free with the membership. A bit more training of the staff couldn’t my hurt, to know more about the different plans available and their perks. Our kids loved the place, however, so we will be returning often. Bring hand sanitizer, everything is very dirty and after spending about 4 hours there, we never saw anyone cleaning or sanitizing any of the areas, not even...

The concept of the place is good and the kids had fun.

But the staff leave a lot to be desired and the payment method is frustrating for new customers.

When we first arrived there was not enough signs or no signs at all that say to sign the waivers first before entering the line. So we jumped in line thinking this was the line to pay. When we got up to the cashier she asked us if we signed the waivers located at the machines and when we said no she told us we had to one of the machines first and then come back in line to get the wristbands. Ok, that was fine. We didn't make an issue and went to the machines to sign the waivers. When we finished signing up and paying at the machines it didn't give us any ticket or anything so we went back to the line. We got the same lady again. When she asked for the ticket we told her what happened she told us we needed to go back to the machine to get the tickets for the wristbands. After pleading with her she finally helped us in getting everything ready.

We spent around 2 hours here and the kids had fun for the most part.

Towards the end my nephew decided he wanted to do the virtual reality so we went there last. We were waiting in line for almost 40 mins and there were about 3 parties ahead of us with at least 2 people in each party. 30 minutes go by and we now have only one party ahead of us when a random kid jumps over the rail and into the game. He definitely either works there or was friends with the game operator. But he had no article of clothing that indicated that he was staff. This kid proceeds to touch and operate the game and the operator allows it. After a few more mintues someone who. looks to be the manager comes over. We thought he was coming over to assist with the line but no. Now all 3 of them are having a conversation. While this is going on a line behind us now is forming. The " manager" walks away and the random kid and operator are still talking. When it was finally our turn to get there, the random kid straps himself in the game and starts playing. There was another mom ahead of us with her child and you could tell she was getting really annoyed. The operator and the kid keep talking to each other so the mom had to tap on the operator's shoulder to get him to fix her daughter's headset. At one point she was the one fixing her daughter's headset. During the whole game the kid and the operator are talking to each other. There were so many things at this point that annoyed us about this place that we were over it. Look at the pictures and look at the line.

Definitely will not be recommending this...