Urban Air Trampoline and Adventure Park — Attraction in Shenandoah

I’m not the one to go and shame any company at all because I have my own business and know the efforts people go into trying to make a name for themselves. I have visit Urban Air a numerous amount of times all over the country. This is the only one I went to in Texas. Now for me, it’s a waste of money because I can spend money doing other activities with my children but I go to please them. I am highly disappointed, ashamed, embarrassed, and humiliated by their actions. I’m going to keep it simple and short. They had me escorted by 2 K-9 officers and banned from Urban Air. They had their employees come to me and tell me my daughter was hurting someone else when my daughter was limping and could barley walk. I understand we waive our rights as parents and if something happens, well that’s on us. I have never been treated with anything this humiliating in my entire life. I do have other children as well and that is the reason I went back to the facility. After spending almost 200 on microwaved food, socks, and entry fee for the children. I could careless about being banned but from a professional standpoint, that’s not how you handle your business. You have a child that is limping and upset because you take the ice pack from her, do you really think she is concerned about anything else? I am not here to hear what the owner has to say because it’s not needed. The way they run the business out here in Texas is completely different from Florida and North Carolina. They have the footage and can see it for themselves of what happened. I felt as if I were being treated like a criminal and the worse part was the manager didn’t speak to me. The manager had staff members present, I mean these are teenagers. Let’s be serious, that is not their role. Anyone in my position would have been mortified because it’s just something that is not seen. You seriously wasted the time of these armed officers for something trivial. My daughter is 7 years old and the size of a 4 year old, was calling officers in bulletproof vests necessary. You would think I was getting ready to rob the place or something else. Lastly, to make matters worse was the ending. The officers gave me a criminal trespass citation as well and told me what they said. All I could do was just laugh like seriously these people really think I would have the nerve to show up to this place after what happened. The only reason I went back to this place and yes this place is because my other children were playing there. After the staff members told me something about my youngest daughter, I removed her and left to the store. I came back because my other children were there. This place needs new management, rules, clean bathrooms and I can go on. Not to mention anyone can steal a kid easily so it’s like you want to call the authorities but this place isn’t even secured and anyone can open the emergency exit door and grant access to anyone. The door does not have the alarm in place because there were teens using it. I’m not a “Karen” but they definitely were out of line for that. The way the situation was handled was extremely unprofessional and embarrassing. In order to act a certain way, your product has to be held to the same behavior. As I stated, this place isn’t my cup of tea but I do have younger children and well I do like...

We went here for my son's birthday, and it was a very fun environment. There is a lot of space for the kids to run around during activities, and each activity is separated so, that you aren't crammed with a lot of people in one area. There was something for everyone to do, which was great. Everything appeared clean, and well-maintained, which was a plus.

The socks they give you are a bit small, which was a negative. Some people in the party had a lot of trouble getting the socks on at all, and one person couldn't fit them. It would be nice if the socks had a little bit of stretch to them at least in the ankle and heel area where you're having to pull them up or perhaps wide sizes for those people who don't have narrow feet. I will say that the employee that assisted us at the front desk was very friendly, and she gave us a pair of socks for free after we had already purchased a size that was too small. This was a nice touch, and demonstrates their quality customer service at least at the front desk.

The only major downside was that in the jungle gym portion, there wasn't an employee monitoring the bottom part, so teens and huge children were barreling up the slides instead of down them, knocking over small children or plummeting on top of them as they came down. Several small children got injured due to this, even though the parents of the larger children were standing by just watching it happen, my son being one that was injured. A larger child flipped him over and landed on top of him because the larger child was jumping over people on the slides, and I was too late to catch it before it happened. Having an employee monitor that portion of the jungle gym might be helpful as there were a ton of employees walking around or talking in huddles. Also, one blonde employee near the trampolines was constantly on her phone taking selfies. (This is why I deducted 2 stars).

Even considering what was said above, it is a nice place to have an indoor party or playtime for the family. I like that they have a cafe with drinks and food to purchase with a large sitting area. I did find it odd that they don't have a water fountain anywhere for children to get a drink after exercising, but I realize they probably want to make that money in the cafe. However, it's just a bit steep after a few hours to purchase several bottles of water for thirsty kids. Something, the owner might consider making available to customers is 'free' tap water with the purchase of a ticket. Still, not a deal breaker for us. We were pleased with the overall experience and we will...

This review is solely on the party reservations staff. I called and wanted to book the package that included everything bc we especially wanted zip lining and bumper cars for the older kids attending. This was specified more than once to the agent. she chats for a minute and seems nice enough. it wasn’t until after i paid the deposit and was otp with a friend and told her we were excited to zip line that we found out the location we booked didn’t even have zip lining. i call back to the reservations department. and ask about the location having zipping and am told no they do not have zip lining. The entire reasoning behind purchasing the most expensive package isn’t even offered at the location and we were never told this. We were not told that the activities could even vary from one location to the next. when i requested to change locations i was met with the rudest attitude ever and told not without surrendering my first deposit and paying another bc they did not cancel reservations per policy. to which i said i understand the policy but this is not on me it’s not my fault its the rep who didn’t clarify and that it wasn’t acceptable . i asked multiple times for a supervisor and was told there were no such roles in the company that there was not corporate office and that the office and rep speaking now was as good as it got and that was that. i knew that was not true so i called back again and again. NO ONE would tell me whom to speak with or what number to call. I eventually had to google to find out the owners of urban air and in turn google for a way to contact. and low and. behold the young woman whom answered that call was RUDE it took me 4 phone calls to 3 different people before i got celeste who was nice enough and she understandably wanted to listen to the phones recorded calls to see if i was lying or if i should qualify for a refund. She did call me back the same day to let. me know she had listened to the calls and she apologized and processed a refund. No one except the second young lady in the party department tried to help. Had i not thought to find out who owned this places name i wouldn’t have gotten the issue resolved. i’m shocked that not so much as a soda was offered onto be comped. This seems to be a very money...