Urban Air Trampoline and Adventure Park — Attraction in Port Saint Lucie

This was our first visit to Urban Air, and unfortunately, it will definitely be our last. My sister and her family came to visit, and we wanted to end their trip with a fun activity for the kids. We've been to numerous trampoline parks since my five-year-old son absolutely loves them. Urban Air was one we hadn't tried yet, and I can confidently say it was the worst experience we've ever had at a family entertainment venue.

Within the first five minutes, my son tried the obstacle course. A sharp metal spike protruding from the netting snagged his pants, causing him to slip sideways and become stuck, dangling dangerously above the ball pit. Thankfully, I was nearby and managed to climb over to help him. The metal spike tore completely through his pants and pull-up. He's potty-trained, but since I anticipated a busy day, I had him wear a pull-up for extra protection—thank goodness I did. Without it, he certainly would have needed stitches.

I immediately took my son to the front counter, explaining the situation and requesting a refund since my child no longer had pants or underwear. The teenage employee appeared confused and unresponsive, turning to help another guest instead.

I was forced to leave the facility to buy diapers and pants from nearby stores. After about 45 minutes of shopping and dressing my son, I returned to speak to the manager. He refused to issue a refund, stating that we had already been there an hour. Even after explaining most of that time was spent replacing my son's clothing, the manager insisted their no-refund policy was strict and would not be adjusted for any reason.

When I requested to speak with someone above him, the manager provided a corporate phone number and email. Corporate customer service informed me that had I purchased tickets online, they would have processed a refund immediately, but since I bought them in-store, I had to wait for a callback from the General Manager. They assured me that a message was sent, but after one full week, I have yet to receive any follow-up call.

Not wanting to completely waste our money, we tried to salvage the day. My sister stood in line with my son for the go-karts, only to be told by staff—after waiting patiently—that no double carts were available, even though we'd clearly seen single riders incorrectly occupying double carts just moments before. We were told bluntly we'd have to rejoin the line, and at that point, we had enough and decided to leave.

On our way out, we overheard management sending employees home despite the park clearly needing more staff. Employees were visibly upset and even argued about wanting to stay and work. During our brief stay, we witnessed multiple children unsupervised, fighting and hurting one another due to lack of adequate staffing and supervision.

If I could give Urban Air zero stars, I absolutely would. From unsafe equipment and inadequate staffing to indifferent customer service and management, the entire experience was profoundly disappointing. Save your money and your peace of mind by going literally anywhere else.

**REPLY TO COMMENT - Thank you for your response, but with all due respect, if safety and customer care were truly priorities, someone would have followed up with me as promised by your corporate office. It’s been over a week since the incident, and I have yet to receive a single call or message from the General Manager, despite assurances that I would.

A child could have been seriously injured due to unsafe equipment, and instead of urgency or accountability, I was met with indifference, refusal to offer a refund, and a lack of any meaningful resolution. Your public response feels performative when there has been zero direct outreach.

If your team genuinely takes this seriously, I expect immediate follow-up and a review of both the incident and your handling of it. Guests deserve more than a copy-and-paste apology after an...

I read more reviews after I posted mine and saw that many had the same experience we had! Also it was in particularly poor taste to bash a former employee for posting a negative review, one that I truly believe because our experience was similar, the response, in my 64 yo opinion, really felt like it was written by a teenager, not an "owner" as indicated! I went for my grandson's birthday, with his dad & cousin. For the high ticket price I thought they could just make a round of the room & do each activity! NOPE - NOT EVEN CLOSE!! Each activity had a time schedule, they were only open in 30 minute blocks all day! Not only do they not post or tell you this at the entrance, or online, but posted next to the little 8.5x11 sign w/times at each activity, there was also a sign beside it, 4 times the size that says, "OPEN UPON REQUEST! - JUST ASK AN ASSOCIATE" so I did, because we could only spend 2-3 hours & wanted the kids to be able to do what these tickets paid for! She said, "Oh, that just means you can call someone to the gate during its open time" What? And, I'm not sure what the problem was, but EVERY EMPLOYEE seemed depressed, disinterested, and unhappy! Every face was totally devoid of all emotion and most of them totally ignored the fact that you were speaking to them or asking a question! Just outright ignoring me as though I were not even speaking! Lol, so much for respecting elders! I guess they assume with the background noise that you would just think they didnt hear you & go away, guess what?! They were right! After asking a question to a couple different employees, I just gave up, stopped wasting my time & had to scurry around & WASTE MORE TIME, trying to figure out things that could have been answered with a couple words from an employee! Just weird....these people acted as though they were indentured servants being forced to work there, we experienced not one smile, or thank you, nothing. Just a bit bizarre that an establishment didnt have even one employee who appeared as though they actually liked their job! So when we left, the kids didn't even have a chance to do a few of the things they really wanted to, like climbing wall, zip line, laser tag, aerial challenge( that one, a young man sat at the entrance over a hour telling us he's closed "someone" else was coming then they'd open) 4 person VR, only allowed 2 at a time so my son, grandson & his cousin couldn't all play together. They missed out on a few others as well, most because of the crazy open/close mini schedules posted at each. That should really be something that is fully disclosed on their website, or at entrance service desk, if it was, we NEVER would have bought tickets because we only had 2+ hours to spend before my grandson left for up north, & had there been no crazy little time schedules, just everything open all the time, we would have been able to just cycle through all the activities! I just don't understand that with a business this size, big volume ticket sales & the high price of the tickets (about half the price of a major amusement park ticket!) Why is it that you cannot have one employee staffing each activity for an entire shift so that a constant stream of patrons can go through and enjoy these activities? It just makes no sense to me. So everyone, save your money, save a headache & spare yourself having to feel as depressed as these employees look. Find a place where kids can actually have fun! What's sad is that fun could be had if management ran the place efficiently, because it's a mess the way it is now! THANK GOD we got in on a summer special seen online and we took advantage of & received 40% off the 2 kids tickets, and even with that, it wasnt worth the $85 we paid for the kids to do 4 or 5 activities. Had to apologize to my 7 yo grandson for him not being able to do more! Even the food was disappointing. Don't...

I am writing to express my deep disappointment and frustration regarding the appalling experience my son and I recently had at the Urban Air Adventure Park in Port St. Lucie. As a parent, I had high expectations for a fun and enjoyable outing, but instead, we were subjected to an incredibly stressful and disheartening ordeal that has left a lasting negative impression of your brand and operations.

Upon our arrival, we were met with long lines, and after approximately 10 minutes of waiting, I reached the counter to inquire about a membership. While I understand that these processes take time, I was unprepared for the sheer inefficiency and lack of consideration that followed. The membership registration process took nearly 20 minutes, during which my son, understandably, grew increasingly impatient.

As time passed, the lines completely cleared, and it became evident that we were the last customers remaining. Despite my attempts to calm my son and ensure he stayed by my side, he began tugging at me, visibly frustrated, and eventually started crying. It was only then that I realized we had been standing at the counter for nearly 30 minutes. We arrived around 7:50 PM, and by the time we were finally able to continue, it was already 8:20 PM, an unacceptable delay for any family with young children.

The lack of urgency, poor customer service, and failure to ensure a pleasant experience during such a critical time has been deeply disappointing. Rather than creating a memorable, fun experience, we were left stressed, disheartened, and, frankly, shocked by the lack of professionalism at such a family-focused venue.

As a loyal customer who had hopes of bringing my family to Urban Air regularly, this incident has seriously damaged my perception of your brand. I trust that you take these concerns seriously and would appreciate your immediate attention to addressing these issues to ensure that no other family experiences a similar situation.

I would appreciate a prompt response regarding this matter, as I hope this situation can be resolved and steps can be taken to avoid such incidents in the future. By 8:20 PM, after having arrived at 7:50 PM, we were still at the counter with no progress, and my son was clearly distressed.

When I asked for a manager to help expedite the situation, I was informed by the lead employee that there was no manager on staff. Despite my repeated requests, my concerns were dismissed. One employee, who appeared genuinely eager to assist, attempted to offer help but was instructed by the lead to not assist me further. The lack of consideration and care for my situation was not only unprofessional but completely unacceptable.

As the situation escalated, the lead employee called security, who proceeded to escort us out of the park. At that point, my son was still crying, and the entire experience had become far from the family-friendly atmosphere I had expected. I have some of this interaction recorded on video as a documentation of the incident.

This experience has been nothing short of devastating, and it is not just the poor service but the complete lack of empathy or professionalism from your staff that is most concerning. I had high hopes for Urban Air Adventure Park as a place for my family to enjoy, but this incident has led me to seriously reconsider visiting again.

I trust you will take immediate action to address these concerns, as no other family should have to endure what we did. I expect a prompt response to discuss what steps will be taken to prevent similar incidents in the future and to ensure that all customers are treated with the respect and care...