Urban Air Trampoline and Adventure Park — Attraction in San Antonio

Customer service is NOT a priority for this place!The manager and employees are missing communication and customer service skills. Urban Air could be a great place for everyone if care and safety were a priority for that place. I’m very disappointed for all your service!!!!! And I can say that it was the last birthday that I did there for my children! To come play is ok, but to celebrate a birthday is NO, the service is not worth it!!! I reserve a Deluxe package and I did read what was in that package included. Was missing Party favor scratch-off , I did asked a girl if it was possible to bring them for the children, since my package includes them, the girl answered me like:”oh is missing?, if you want I can bring it", it seems to me that they should already be on the table and I shouldn't have to remind them what is included in my package and what else they still need to bring to me.The white table was dirty, I did ask for clean it. Why should I ask to wipe the table or give something that have been ready before we entered the room. Twice when the guests came, I had to look for a girl to give the children bracelets and socks. So we took the socks ourselves, and for the bracelets we had to wait for the girl, how I understand the girl was there to help us with our birthday party. Is very poor service!!! We had a room with 2-4 registered, we finished eating at three o'clock and we slowly began to get everything ready, we offered for the girl that was helping us a piece of cake and a cupcake and she did make a plate for her self , then the that girl offered me to take our cake that had left (we had more than half of the cake left) put it in the refrigerator and when we to go home we can take it, I said ok. We left the room before four o'clock, and while we put everything in the car and gathered the children, my husband went to pick up the cake we had left, when we got to the car I saw that there was a very small piece of the cake left. I got very mad and went inside to ask what happen with my half of cake which I was offered to put in the refrigerator, of course that girl avoided me and was even afraid to come up and say something or apologize, the other girls came up and talked about it. Yes other girls said sorry about that. I'm very disappointed because if you offered me to put my cake in your refrigerator, I hope to pick up same piece us I left, not a very small piece. Of course, I was very disappointed, I did not buy a cake for $20 in a store, I customs ordered and it cost me $100 for my big cake . If I would like to leave this cake for you, I would offered it to you, but I had other plans for this cake, I had more guests at home and planned to offer them this cake. I did not ask anyone to leave it in the refrigerator, I was offered and I did agreed. If I knew that my cake would be eaten, I would not agree!Im very very disappointed for your poor service!!!! I also will send you the picture how much was cost me that cake.Unfortunately I don’t have the picture how much was left cake after party, but I can say almost full circle from the number 6 , because I had the cake and cupcakes, but I have the picture how much I picked up from your refrigerator. I will not recommend for make a birthday...

If I could give this place zero stars, I would. This trampoline park is a dirty, unsafe, mismanaged mess that takes your money, lies about membership benefits, and then shrugs when you call them out.

Parking & Check-In: The parking lot is the only decent thing about this place because it's a big lot. The check-in area is dank, filthy, and usually has a line wrapped around it. To make matters worse, they stick kiosks next to the line with no clear instructions. People waste time thinking you can buy tickets there, but no—those are just for liability waivers. Step out of line to figure that out, and you’ll lose your place because people cut right in front of you.

Staff & Attitude: The employees are young, rude, apathetic, and clearly don’t care. Ask a question and you’ll get an eye roll or half-answer. If management ever trained them in customer service, you’d never know it.

Safety (or Lack of It): This is the most dangerous part. Five-year-olds are thrown into dodgeball with teenagers twice their size. Injuries are common, and it’s only a matter of time before someone breaks a nose or a leg. No one supervises most of the time. Rules are posted everywhere but never enforced. In the obstacle pit, kids run the wrong direction, enter/exit wherever they please, causing chaos. The cushioned play area is poorly lit, letting older kids bully and hurt younger ones. I even saw a gaping hole in the safety netting two stories up—a parent had to alert management before they closed it. Imagine a kid falling through that hole. That’s how close they skate to disaster.

Cleanliness & Maintenance: Foam blocks in the pits are shredded, sweat-soaked, and stink like skid marks. Balls that are supposed to be white are brown and crushed—clearly never cleaned. Padding is duct-taped together. The restrooms? Absolutely vile. Worse than a gas station bathroom. One time my 5-year-old stepped right into a puddle of urine in his park socks. His socks were soaked. I demanded clean ones and management reluctantly gave them to me, but no parent should ever have to go through that. Common areas are covered in trash, tables sticky with old soda and food because no one cleans.

Facilities & Amenities: Weekends are a nightmare—overcrowded, deafening noise, nowhere to sit. Dining seats are dirty and crammed together. Parents often have to stand because there’s not enough seating near attractions. Food is overpriced and tastes like it was made with an Easy-Bake Oven. Membership “benefits” are a scam—they flat-out refused to honor mine until I argued with the manager. That’s theft, plain and simple. And don’t expect security for your stuff. There are no lockers, only open cubbies. My son’s $100 tennis shoes were stolen, and I didn’t even bother reporting it because this management team clearly couldn’t care less.

Overall Experience: This place is chaos from start to finish. Unsafe, unclean, and not worth a dime of what they charge. It has potential, but only if management actually cared about safety, cleanliness, and honoring the memberships they sell. Employees don’t need to love their jobs, but basic decency and a smile go a long way. Chick-fil-A shows how it’s done—this place is...

UPDATE: The Manager just called me because he read my review. While everythinh I wrote here is accurate, the fact that they took my feedback seriously enough to contact me and talk about it speaks volumes. They are fixing the area in the play area and will be speaking with the employees. We will go back as this is a great place to burn 5-year old energy. I update my stars to reflect a more comprehensive rating. Big props to Gilbert for his attention and concern. If the care and concern that Gilbert expressed continues to drive this location I know it will be back to amazing in no time!

After reading this your first question is going to be if I spoke to any one at the location. My answer is no because there was no one there that even remotely acted like they cared about listening to anyone. The majority of the attendants all had air pods in their ears and could not hear a thing. No one even spoke to us. When my son was in the rock wall area I spoke to the attendant 6 different times and he NEVER SAID A WORD in response. The downstairs play area has several safety hazards that it is only a matter of time before a child is seriously injured. For example, there were two spinning seats and one was removed but the metal anchor in the floor is totally exposed and if a child were to fall on it it would cut them wide open. While my son was playing in the area I literally stood on it to protect him and my foot was bruised. In the play area when components are broken they are simply removed and the space left open. In some if the storage area it is clear that there is zero intent to fix anything as the broken part have been sitting there for years as evidenced bybthe 2 inches of dust. Additionally no one cleans that play area. The same trash has been collecting for months inside the playscape.

We used to go to this location every Saturday for almost a year and every time we go something else is broken and the staff is uninterested and seems bothered to be asked to do their job. When we left this last time there were 8 young people behind the front desk horse playing and jumping all over each other, laughing and having a great time while people were standing in line waiting to get checked in. Customer Service is literally non-existent and the equipment is in serious need of repair. So sad as this facility has the potential to be...