Epic Air Trampoline Park — Attraction in South Elgin

Unfortunately, I did not enjoy my time at this trampoline park overall. So I had come to Epic Air with some friends to have some fun and we had gone to check in at the front. When we were checking in we were "assisted" by a lady named Amber, but when we were checking in at first she didn't do anything inherently wrong at first, but she gave off this demeanor and attitude that we were more like people she had to DEAL with rather than people to assist. She treated us like she was annoyed with us even though we had done nothing wrong. I swear on my life that I nor any of my friends did anything to irritate or upset Amber, we hadn't said anything or behaved in a way that would trigger a response like that, she just starting acting this way. Anyhow, she still gave us our tickets and socks but did you think that's all Amber did that made me want to give this place two stars? No, she did even more. Later on, one of my other friends arrived a bit later with a paper waiver with him and attempted to check in with Amber, the same person as before. When she looked at the waiver he gave her, she looked at the parent's signature section and ACCUSED him of FORGING his mom's signature. None of us could determine why she thought this. She gave the random excuse of, "Your handwriting looks similar to this signature. Your mom did not sign this." Not only was she very wrong about him forging his signature, the handwriting of the signature and his looked very dissimilar. She was very accusatory and rude with my friend and I know for a FACT that his mom signed it. After confronting her about the discrepancy between her logic and explaining how he did not forge the signature, she looked at the waiver for one more minute and just said, "We don't take paper waivers anymore." Well if you don't take paper waivers then why would you look at it in the first place? Now because of the new situation that Amber has created for us, we wasted about 35 minutes trying to get this problem solved. The problem with our time being wasted is that we already had bought our tickets and the money we spent was for the time we would use in the trampoline park, but instead of using that limited time to have fun, we had to help our other friend with this issue instead of jumping, and we spent money for that time. It's such a shame that I had such a bad experience because the trampoline park actually looks like a pretty good place to go and have fun at, and the other staff seem to be doing a pretty good job. But with this whole situation that we were given that was entirely uneccessary, it just left us with a bad impression. It was just so confrontational with how we...

For the last 4 years plus my family has enjoyed the trampolines there for parties, holiday breaks, and on weekends. Weeknights are open too. Pay by the hour. The second hour was a little cheaper and you can pay for a half hour if you want. There is a small play area for toddlers who aren't ready to jump. Don't forget to bring your Epic Air grip socks, otherwise you must buy them. Same with birthday parties, you pay for your guests to have Epic Air grip socks if they don't have any. Coupons are available but can't be used during the 2 weeks at xmas break or spring vacation (holidays or holiday breaks). For the birthday party, my wife stated that most places give you a courtesy phone call the week before. However, the Epic party planner stated they only send out the initial confirmation email. Most party hosts seem to be high school students. On the day of one of our parties the host was busy checking in guests and preparing for the party that he didn't seem to have much time to spend with the children. I wish with the other employees standing there could have assisted him. A different time the host had time but had to be asked to come join us. Still we have had awesome hosts so it's a gamble of who you get. The pizza was very good. The birthday child gets a free t-shirt that can be worn at a future visit for a free small slushie drink. After the party the host sent my child a thank you card the week...

Came here on Memorial Day, found out the toddler play area was not working properly, yet there was no sign that the cannon blasters were out of order. This also wasn’t communicated when I purchased the 2 hour pass.

I have a 5 year old and a 1 year old and kind relied on the toddler area for my older child to have fun while my 1 year old also got to have fun. It’s the reason I came here and not to a different play cafe. When I told management or the person in charge not sure who it was, I was told “yea it’s just unfortunate”. Honestly should’ve been refunded for the 1 year old at least or some accommodation like a pass for a later date.

I had a birthday party here recently and had a similar experience with the pizza being late and it cutting into our party time, had hungry kids waiting for food and wanting to run and play but was told it could arrive at the beginning of the hour or the end of the hour. The staff is afraid to answer questions from adults. They giggle and tap eachother on the shoulder to be the one to answer the question.

Although kids love to jump here and it’s overpriced as it is, the adult parents are the actual patrons. Get some more qualified staff who know customer service, or continue to lose customers with multiple children willing to pay your expensive pricing for parties and two...