Urban Air Trampoline and Adventure Park — Attraction in Rockford Township

Not the experience we were hoping for. This was the first time we have ever done a birthday party like this. Putting everything into the company’s hands… Never again. We were told we could arrive 15 minutes early. But understandably we needed to wait to get to our room because the host was helping someone else. We did meet Gee at that time so don’t know why she couldn’t take us back. But w/e Once in the room our it took us another 20-25 minutes to actually let the kids go play. So now we’re past our “start” time. It took forever to get socks so everyone could jump. Our host was so unorganized. Some Guests were charged for socks even though they signed the waiver to jump. We were called to our room when the food was ready, but when the host came in she apologized and said it wasn’t ready yet. And that’s fine but we didn’t have a time frame as to when it might be done. So big lack in communication, that for us was very frustrating, not only for us but guests as well. We would’ve had no problem sending the kids back to play and waiting, but our time was running out in the room, so we just continued with cake and presents in hopes the food would come. We did order cotton candy as well as part of the package but they ran out. We understand things happen, but when something is ordered weeks in advance that our birthday boy asked for it would’ve been nice to have that set aside. But not the end of the world. But the most upsetting was how crazy it was in the play areas. Kids were camped out on stairs on their phones with drinks and food blocking the way for other kids. Parents sitting on slides with children. Not going down the slide. Just sitting letting her kids run up and down the damn thing while others were trying to play. Older big kids running knocking over younger children as they ran up and down the slides in the kids play area. I’m talking like big 16/18 year olds in the small children’s area. Other parents using the trampoline area as a rest area taking up 3 trampolines. And the ninja ball area was a joke. It was a free for all. My youngest son waited so patiently in line, big thing for an autistic kid to do, to just be shoved out of the way by two girls in front of the girl employee when it was his turn.. She did nothing other than just shrug her shoulders and smirk at us. We left at 7 so whoever was at the ninja ball pit at that time shame on you. That was the icing on the cake. We did mention a lot of these behaviors to management but nothing was done about it. I understand having a lack in staff. But if you’re lacking in staff, that many people should not be allowed in. Capacity should be taken into consideration based on your staff. Not what the building can actually hold. Hands up to the guys running the dodge ball the kids had a blast! And the rope swing thing the ladies were super nice. And the bumper cars were great the kids loved those and the girl running that was awesome. She had that thing locked down. Even when the carts started to die. She was So smooth. The manager Gee was very nice to work with to. She really tried to make...

We have gone about 10 times since the opening. When it first opened we had a blast, it was clean, and it had employees that actually seemed to care. As the visits went on, staff is on their phones and non existent at enforcing rules when older kids/teens are in the "littles areas". My husband lost his phone in the ball pit (his fault for bringing a phone in the ball pit). We both went separately that day to search for it. Both of us had found disgusting items in the ball pit while searching, which included UNDERWEAR. Its obvious that they must not do cleanings regularly. Now my husbands phone had been through the ringer prior to this and was beat up, no one would have wanted to steal this phone to even sell. Three weeks later they finally called and said it was turned in. So it leaves me to question their cleaning practices if it took three weeks to find. NOW TO MY MAIN COMPLAINT that made me finally want to hop on here and write a review. Today my husband went with our son who is an eloper. We are very hands on parents and I can't say that for all parents (more than half are on their phones not even knowing where their kids are while there). The employee running the zipline entrance on 3/09/2025 around 1pm, continuously kept leaving the gate opened when she had her back turned and not paying attention. My son is not the height level to even go on the zipline but obviously shows excitement and wants to. So like my son and other kids who are not the required height, are going to see an open gate and make a beeline to the zipline. This is a huge concern as a parent for the safety of my son and others. My husband did bring it to managements attention and did tell the employee that kept leaving it open that it was not safe and to keep it closed. It's hard to believe that management does anything about it though considering the quality of this place has truly declined since opening. I called and spoke to the manager briefly and I wasn't given a name of who I was even speaking to, she seemed happy to have me stop talking. And I wasn't looking for anything out of that phone call other than to say DO BETTER! It's kids your working with...Give a damn about your jobs and safety. It's so simple to close a gate if your back is closed. Good luck to all who go there and be the parent that does keep an eye on your kiddos because I PROMISE you the...

Took both my children here for the first time on a Thursday afternoon , my daughter had never been and my son enjoyed it the first time , the goal was to decide if we wanted to join a membership and come more often !?! Most definitely no , we will not be joining after today’s experience! I could tell when we walked in staff was low so not everything would be open at once , that’s not a issue , we like doing things when it’s less busy and wouldn’t expect it to be fully staffed during that time . However , when I watched my son walk up to not 1 but 4 employees hanging around by the front desk and he asks to do the VR area and gets a response it will a bit , I had to question why?! He waited patiently as i observed one employee taking selfies and the others chatting , I finally approached the group questioning why he had to wait and asked is everyone was on a break , how quickly was then someone able to help him without a problem ! The next issue came a lil later when someone made a announcement they were shutting down what I call the bumper cars , I’m sure they are called something else but anyways they said for one hour they would be off , which whatever fine that was from 2pm till 3pm , at 3pm my kids are asking when they can ride them along with some other kids that’s had been waiting as well , so when I asked the staff about the time the story got changed to them opening at 4 instead , so informed her of the announcement that was made for the hour at 2 , then she came back and said they now decided they would open again at 330 , the kids waited patiently and at 330 they opened it and the kids started riding , there were enough kids that there was a line and they would all rotate to ride as expected , most kids would get off after a turn and get back in line , but once again staff 30 min after we waited that lovely hour n half to open that ride they told all those kids they had enough turns and closed it down again ! At this point I was absolutely over it , just another added comment , work on teaching staff to smile and engage with kids better , nothing more disappointing then coming to a place that’s for kids and having it staffed with bad attitudes...