Urban Air Trampoline and Adventure Park — Attraction in South Hackensack

My little sister had her birthday party here from 6:00-8:00PM and she had fun with her friends but there is a lot that this place needs to improve on. First, as my mom booked the birthday party she never received an email about how the whole party was going to go. Usually you are supposed to receive a call or an email with how the party is going to go. They never told my mom that it’s a “free for all” and the kids are able to run around and do what they want. Today, the day of the party, the first thing I noticed was our host was just on his phone throughout the party and was just sitting down. He did not even tell us how the party was going to go. As a host you are supposed to introduce yourself to the party and explain what is going to happen and how everything works. We were not aware that the party works as a free for all the kids are just able to do whatever they want, maybe it’s just a corporate/policy thing but he should’ve explained that to us but instead he was just standing there not knowing what to do. The only thing he really “did” was serve pizza and he did not even serve it to everyone, my mom had to serve it and make sure everyone had their food. After that was cake, my mom once again had to serve the guests cake. At one point he was sitting down with one of the other workers just talking & not doing his job which is being with the birthday party and making sure everything was fine. At the end of the party, I talked with the manager and expressed to him how I felt about the party. I asked him if the parties are supposed to be a “free for all” and kids are just able to do whatever they want and he explained to me how yes they are able to do that and there are workers at each station to watch over the kids which is cool but we were never told that and we were all just kind of confused on if there was a set timeline. All the manager said to me was “we can’t really do anything about it.” I would honestly just like the company to see this and fix these problems they have with their business. For the price you are paying for which is like $400 FOR A TABLE is just insane to me. You can pay that amount for a better experience overall somewhere else with a better atmosphere, better customer service, & just an overall better experience. You cannot even bring your own food and the amount of money they charge you for the food to be added on is crazy! I understand that the workers & managers cannot control the prices and I am aware of that but it’s just absolutely ridiculous. As someone who has experience in hosting birthday parties and someone who has been to other birthday parties this is probably the most disorganized place I’ve ever seen. Majority of the workers & the managers there are just teenagers or young adults who don’t know how to control the chaos that’s going on. The place itself is cool and could be enjoyable but it’s just the amount of no control over the chaos, disorganization, the workers really do not care what’s going on, & it’s honestly complete chaos. Kids are able to just run around everywhere and they can easily get lost. I would not consider coming again or booking any...

My friend, who has a membership, invited me to go with her today to the Urban Air Hackensack branch. At first, I bought a day pass, but since my child was really enjoying it, I asked about getting an annual pass instead. Usually, in the U.S., at museums or amusement parks, if you upgrade to a membership on the same day, they deduct the price of the day ticket from the membership fee. I’ve honestly never seen it handled any other way. But they told me here that they absolutely do not give refunds.

So I said I’d think about it, and then they told me that if I bought the annual membership, today’s ticket wouldn’t be refunded but they would give me a free day pass instead. I didn’t really need that—since with the membership I wouldn’t need day passes anymore—but I accepted their offer.

Later, after talking it over with my child, I went back and said I would purchase the annual pass. I asked for the free ticket they had promised me, but suddenly they said no, because we had already played for more than two hours.

Earlier, the assistant manager Steve had explained that the official rule is a two-hour limit, but on days when it’s not busy, kids can stay longer. Today was not busy at all—most families were staying much longer than two hours. Even my friend, who is a member and visits often, said she never even knew about a two-hour limit because every time she came, her kids always stayed longer. But now they told me that since I had already stayed more than two hours, it was as if I had already “used” the free ticket. That felt like wordplay to me, almost like a trick.

I pointed out that everyone else, whether using a day pass or a membership, only pays once and plays the whole day. Why was I the only one being forced to pay twice? On top of that, they even insisted I bring my child over so they could hand the free ticket directly to her. When I questioned why that was necessary, they stalled for a while and finally gave me the ticket.

Then a manager came over (he didn’t have a name tag, so I don’t know his name) and asked what the problem was. I explained everything, and he just said, “Well, you already got the free ticket. Isn’t that enough?” When I complained about the staff’s attitude, he told me his employee had done me a huge favor and acted like I should be grateful. He even said that my child had basically played for free today, speaking to me in a way that made me feel belittled, as if I was begging. Then he challenged me, asking me to name any other place that lets you upgrade from a day pass to a membership. I was so shocked I just said I didn’t want to continue the conversation.

Steve also said he had already apologized, but it wasn’t sincere at all. Both he and the manager spoke in such an arrogant, dismissive way. I’ve been to many kids’ play cafés, but I’ve never had such a frustrating and insulting experience before. Even though my child enjoyed it, I don’t want to come back again, and I definitely wouldn’t recommend this place to anyone.

I can’t help but wonder—did this happen because I’m Asian and not fluent in English? It was such a rude and...

Have been here several times and today was unbelievably unsafe Not only did we spend hundreds on a deluxe birthday table (There must have been 8 birthday parties going on at the same time maybe even more!) that was not well organized. A 5 year old child we invited was pushed over by an older kid (who SHOULD NOT have been in the area) and suffered a FRACTURE. NO one was monitoring the areas, until we made the complaint and they saw the hurt child of course. They offered an ambulance almost with a sarcastic tone, I told them the child’s father was already waiting in the car and this would be faster. They did go to an urgent care and she will now have a to wear a cast for as long as 8 weeks. We are appalled with Urban Air trampoline park putting MONETARY EARNINGS OVER THE SAFETY OF PEOPLE. Looks like they don’t care because of their waiver. However, it cannot be legal to have hundreds of people to the extent that the entire walking areas are like sardines in a can. We were so crowded that I found 2 LOST children hysterically crying. Their way of apologizing was to remove the child and their sibling from the bill (the accident happened less than one hour from our arrival). Nowhere when I booked the party stated: “keep in mind that there may be a dozen birthday parties along side patrons. We will allow as many people as wish to enter with no consideration for your safety, we don’t count or limit the number of visitors. Our goal is to increase profits for a greedy corporation, we look forward to having you jump, don’t break a bone!” Seriously, there were groups of people sitting on the ground hanging out. There were people sitting on the areas designed to change shoes, for hours at a time. My daughter could not even jump without 2-3 children jumping on her little area. There were teenagers with no regard to safety and no employees correcting them. I will say the employees are friendly, the host was friendly, I think that there is just a lack of organization, safety measures and just chaos which led to a child getting hurt. If you can make it on a weekday, it’s probably not as bad but I urge you to not put your children in danger and stay away on the weekends. Lastly- thinking about booking a party? I suggest you visit on the day of and see for yourself how the layout is. I will be filing formal complaints and finding out how the safety issue can...