Urban Air Trampoline and Adventure Park — Attraction in Saginaw Charter Township

My friends and I attended in hopes of the trampoline park experience that we have come to know at other local parks plus added attractions. We are all in our twenties and 2 of our group are over 6 feet tall. We were not expecting for most the the attractions to be unavailable to us due to our height, and we were not prepared for there to be not one single space in the park for us to safely flip and jump as we are able to at the other local trampoline park. We paid nearly $70 a couple only to not be able to participate in most of the attractions and not be able to do any fun jumping or tricks beyond basic jumping up-and-down. As we were not pleased with the experience for what we wanted out of it, we kindly asked a staff member if there were any chances for refunds for not staying for more than a few minutes. The staff member was very kind and pointed us in the direction of the manager/potentially the owner of the business (we were not told for sure their title). My partner again kindly asked this man if there were any opportunities for refunds for the experience not being what we had hoped for and only staying at this point around 10 minutes in the establishment. This man was in turn incredibly rude to my partner, telling him that it was "not his fault we didn't have fun." He used an irritated and curt tone of voice, repeating multiple times how he, "can't change the rules just for us," and how it was, "not his problem that we don't care about the safety," rules of the park. The man would not let my partner get a word in edgewise to explain that we were not trying demand any rule changes or to even demand our money back, but that we were simply inquiring if it was a possibility/something they offered as we had never been to this establishment and it is new to our area. My partner has been and I currently am a high ranking manager at a local business, and we were surprised by the rudeness of the management at this business, as we were spoken to in a way we would never have spoken to customers at our own places of work. We decided not to push and to simply leave and take our business to the other local trampoline park that was exactly what we were looking for. I do recognize that this establishment is mainly aimed at families and young children and I think this would be a great experience for very young children, but I think that the limits of the park should be more highly advertised since there are older individuals who also enjoy trampoline parks as well as children and families that would enjoy flipping and more adventurous experiences that likely would not enjoy an experience at this park. I also believe that the management team needs to work on their customer...

Urban Air Cafe: I am extremely dissatisfied with. I waited an hour for one pretzel and one order of fries. I finally received the order of fries that were burnt and still no pretzel after the hour. I asked for a manager, first manager I showed the burnt fries too and asked for my money back. She told me no refunds all sales final. I showed her my receipt of how long I have waited for my food to receive burnt fries. She got another manager named Katie-now this lady had zero compassion or remorse for my wait time at all. She told me I could not get my money back as well. Now keep in mind over an hours time and I was still waiting on my pretzel. Katie had such a horrible attitude and said we can make you a new order. I stated I waited an hour for the first order and at this point I do not want to wait any longer. Another employee from the back came out and said this is not Mcdonalds we make our food to order. I politely told him I would of been served at olive garden faster considering we are over an HOURs time for one order of fries and one pretzel. Katie just stood there no leadership at all. She proceeded To tell me she would make the new fries. All of this and still no pretzel crazy right. Their excuse was they had to make pizzas for a birthday party. After arguing back and forth about getting my refund to no avail-I gave up and said just get me the new fries and my pretzel asap. I received the order after another 10 minutes. I told Katie I was not happy about this experience and I would be writing a review. I walked back to my table. No apologies or remorse were given at all. Another lady from the party advised me, manager Katie and the staff were all laughing and talking about me in front of other customers saying they “hope” I make a review and thought it was so funny that I had such a horrible experience. Customer service is definitely not a priority at this place! I will never eat there again. I hope higher management can view the camera on 5/31/25 11:45am-12:55pm: you will see the proof of my wait time and whole experience for yourself. My receipt is time stamped at 11:47am. I come with receipts of course to officially back up my complaint. Was $12.99 really worth losing a paying customer. Daily Passes were $40 per child with tax and socks: we had 6 children with us. In all we spent well over $300 at Urban Air in one day,...

When you first enter you still have to check, even if you pay online. When we got to front the guy had to go to a different computer because we brought our tickets online. This slows down other people, and they were almost out of sock. I feel like the area of the bump cars and flip chair is too small to have both thing in. I feel like this is a accidents waiting to happen. The kid running the area was also running the air course. The kid area for under 52 inch was full of kids over this height. There was food and trash under the mat in this area, also pieces of the plastics all over in this area. Big red flag for small kids that like to put thigs in their mouth and the kid over the height running all over the small kids. There was one thing that was not working, and all they had was two stands with a rope to keep kids out of it. More there one kid had to be stop have use this. Feel like they could rope this area off better. There was trash on the floor, chucks of hair. Looks like floor do not did mopped at all. Table feel like they a lay of grim on them. Back at the cafe the counter had streak marks from them wiping them down. The arcade was ok, we brought a card and want to reload it. The machine had a options to reload. The card was not reloaded, the manger refunds the money onto a gift card. Do not waste money at the arcade if you want to add funds later. When we when to go use the the gift card for food and the person did not know what to do. They had to call the manger over again. I had cut open my finger on something and had to find a band-aid, I when to the front to see they had one, they told me to go to the cafe I did. They act like they cannot give me, but they did give me one. Feel like they should have a first aid for customer, things happen. Also did not asked if any blood need to clean up. Glad to know if I had got blood on a trampoline that a other person could be jumping in my blood. All and all my kids got to try everything, and they had fun. I'm not sure if I would go out of way to come again. It was understaffed...