Urban Air Trampoline and Adventure Park — Attraction in Raleigh

If you had asked me before August I would have said go and take your kids what a fun place. Fast forward to August 6th I brought my four grandchildren there for a fun day. All was going great until about 3 hours into the visit. My eldest granddaughter (who is afraid of heights) decided she was going to try the sky line ride (not the real name for it) her cousin was going as well. My grandsons were in the adjoining play area. My grandson (her brother) was in the play area with only a net separating him from his sister as she was going to depart the sky area where you jump and start the ride. As normal she got scared and decided not to go. I'm at the ground level looking up telling her it's ok she doesn't have to go. I can hear nothing as it's so loud in the facility. I observe her speaking to her brother and see now two tall male boys one on each side of her. I thought it was odd as she's "tried" to do this on each visit. Well this goes on for a solid 5-8 minutes which is a very long time for no one going on the ride. The boys are speaking to her but I'm unable to hear anything and limited as to what I can see. Fast forward 8-10 minutes and she comes down thru the entrance to the ride. She is hysterical crying and runs out of the building (her grandfather is with her) in only her urban air socks. Her brother and Cousin both tell me what happened. During the time that the employees are on each side of her they were telling her that she couldn't get off without going on the ride first, that she has to go or they will push her off the edge (they did not touch her person) they did touch the harness and rope as to make her feel like she was going to fall and to intimidate her. She looked back at her younger cousin(8 yo) asking to please help her. The employees didn't stop and my poor young granddaughter of 10 years old was Berated by them the entire time. I felt then and still now feel absolutely suck to my stomach over this.

I absolutely went right up to the desk and requested a manager. A gentleman appeared seemed appalled about this and apologized to me. He then asked for my receipt (I thought to see the time I was there) and he did reverse my charge for the day. I told him that I felt more needed to happen with the two staff members. He did bring them both into the office separately to "talk" to them. I said something to each about how proud their mother would be a grown man treating a child like this. To which they both laughed and seemed to really enjoy what they had done. After there talk they went back to work only to a different area of same ride. As we left, The manager then gave me a business card with the general managers name along with both employees names.

Two days pass and I call and leave a message for the GM. No call back at all. I call their useless corporate office who is only interested in booking a birthday party. I speak with a lady there explain everything and "someone" will get back to me. No one has. Two days ago September 1st I call spoke to another manager who assured me that he was going to look into this call other managers and owner and PROMISED to call me later on that day. I'm not shocked nor should you be by the fact that I've heard nothing.

There isn't any place around quite like it. This place is fun and can be wonderful. However. No matter how old your children are you need to be actively participating in order to have any level of comfort of their safety and security. My granddaughter is the sweetest kindest quietest of all of my grandchildren. They violated our sense of security. They put her in fear of her safety. She's a Girl Scout and they had a cookie rally there last season. If they do it this year there we can't go understandably she won't return and I don't blame her at all. If you choose to go to this establishment please be aware of how these employees acted and treated my family. The staff clearly knows the management and company won't do anything to them no...

My daughter wanted to go zip lining for her 15th birthday. However, we had multiple things already going on so we decided to try urban air. We had an okay time. However, there were several things that left us unsatisfied. For starters I am an educator and there is no way to ask for the discount online. You can only do it in the store, and I didn't want to risk not getting a time slot by just showing up. The front desk staff was great. After getting in and figuring out what they had to offer we got to playing. We were able to ride the sky rider several times. We played on the bumper cars, and several other things.

We arrived at 7 with the expectation that we had until 9 to play. However, we went to try the ropes course at 8:09 and it was already closed. Later we tried wipe out and it was also closed. There was a sign that clearly says “open by request. Ask a team member for access.” There were workers standing there and we asked on three different occasions and they just said it was closed. The employees were not always the friendliest but they weren't necessarily rude either. They just didn't communicate with you at all. They answered questions when you asked but sometimes I didn't even understand what they said. There were times when we were waiting in line and they opened the entrance but didn't say they were ready for you, or how many could come in. So if you stood there they would just let you.

They announced that the concession stand was closed right before 8:30. Then they announced it again at 8:30. However, there was never a warning that it would be closing early. We would have gone over to get a drink before it closed. We went to the bumper cars right before we were going to leave and there were kids on. It went for a second then stopped. They changed one kid to a different car. Then they tried it again, and it didn't really work. So, they were just sitting there. I really wasn’t paying too much attention to what was going on. Then a parent came over and asked if it was broken and the employee said yes. So the lady went and got her kid off. If she didn’t ask, the employee would have probably just let them sit there.

Overall urban air sounds like a great place to play. In theory it had a little bit of everything. It’s just smaller than I expected. However, if we had access to all the activities, it would have been more fun. I also think that a lot of the employees are young and could use some training on customer service and how to interact with people. I also feel like there should have been someone there to oversee the young employees. There were several teen boys that went to ride the skyrider after us, and all I could hear was how the harness was squeezing their balls! Very inappropriate for my teen girls or any kids. I didn’t even feel like there was anyone in there that could...

We were first time visitors today. I brought my two kids, and they were excited to experience all the facility had to offer. They had a blast, and I have to say, MOST of the staff was polite and professional. The teens/young adults responsible for putting on safety harnesses on all the kids were working their butts off and probably could've used a second person assisting them with such a tedious yet important task. But they handled themselves well and had those kids strapped in quickly and safely. The video simulator game feature was down for a while, but was back up before we left. The gentleman attending that station wasn't exactly "kid-friendly" in the way he spoke to the kids, but they didn't seem to notice. We would've had an almost perfect 5-star experience, but unfortunately, at the end of our visit, we had a horrible experience with one of the staff members. A young gentleman in some spiffy glasses was running the ball pit/obstacle course station. My kids both wanted to experience this as their last station before we had to go. My daughter stepped up first and attempted a certain lane, but decided to try different one instead. I kindly asked this attendant if it were ok for my daughter to switch lanes, and he nastily responded, "Whatever one she wants"...then he proceeded to stare at me like I asked for his first born's blood. I ignored this behavior because it seems like he may be a bit on the spectrum ( I work with special needs students so I am extremely patient and understanding with this). However, then my son stepped up and obediently waited at the starting line for the attendant to tell him it was ok to pick a lane, and this gentleman SNAPPED at my son and yelled, "Well....what are you waiting for??? GO!" I was APPALLED about the way this man spoke to my child...for simply being polite and waiting for instructions! I responded to his actions by telling him that my son was simply waiting for permission to go. We then proceeded to have a one-minute staring match with each other! He made me extremely uncomfortable with his behavior, and I was sure to bring this issue to the attention of the front desk attendants, where I was simply told, "I am sorry about that." I paid almost $70 for two kids to play at this facility and I would think that simple courtesy and polite attitude should be expected by the entire staff. We'll try a different location in the future and hope for a...