Urban Air Trampoline and Adventure Park — Attraction in South Portland

First off let me start by saying the kids had a great time. My wallet on the other hand? Not so much. We paid an EXCESSIVE amount for this party with the understanding that everything would be handled and taken care of. We only were given two pizzas, the children that worked there forgot to order the other two, and said it would arrive after our party was over. I watched 3 parties get pizzas after this was said to us. Each child got ONE slice of pizza, and ONE water bottle. They were hot, because the room that we booked special for our party was about 800 degrees. Do NOT ever pay for their private rooms. They don’t give you a tv, they don’t do anything remotely close to leading the group, showing you around, nothing. No one knew what time anything happened, no one knew where bathrooms were or what they were allowed to play on since not everything was included in the package we paid a small fortune for. If you’re prepared ahead of time, know the place, and have no expectations that anyone will help guide the party, then you should be fine here. But there was not enough food, the kids were overheating, the party favors they offered were actually COUPONS for 50% off icee and pizza which who gives coupons to a child as a party favor?! Very disappointing I would have made party favors, I would have brought extra food and water but they won’t let you, but they also don’t provide enough AND they expect tips! We had no napkins, or balloons. Nothing. Also, the amount of teenagers both working there and running around knocking little kids over is incredible. How am I to trust a 16 year old who just came out of a broom closet with another employee after a make out session, to hook up my small small child to a harness for zip lines or rock climbing? About 500 employees there, none over 16 and none doing their jobs just doing tricks on the trampolines and yelling at the kids just hanging out to use the area correctly. There were 5 kids working the concession stand and only one of them was working and the line was around the building for 4 dollar sodas. Meanwhile there are 3 big kids literally knocking over small children and they did nothing. Need some actual adults in the building. The song choices also like, WOW. They also had an entire section closed off and it’s been closed for what seems like months. Like I said the kids had fun, but as an adult who barely makes enough money to live comfortably this absolutely slapped us in the finances and ruined me for months to come, which I planned on, but I didn’t plan on being so unsatisfied. I’ll be posting my experience on all social media platforms in hopes I can save another few moms from heartbreak and...

Took my wife to Urban Air in South Portland for some trampoline and rope course fun for her birthday thinking we were picking a decent time at ~3PM on a Thursday. Can't fault them for it apparently being a school vacation, but the chaos of the experience was insane and I don't think I'll ever go back.

There had to be close to 500 people in there, and I really feel like I'm underestimating. Kids were running around like crazy and it really felt like a place for parents to just dump their kids to run wild. Staff was just a lot of young teens who were clearly not trying to manage things at all (we're young too, I'm not that jaded). For example, at the drop zone I was waiting in line and a little kid kept running back in forth across the trampoline in front of me so I couldn't go and the staff member watching just didn't react. When I finally did jump into the drop zone, I found out the hard way the front half wasn't inflated enough so I just hit the ground. Still feeling it in my back. An attraction like that shouldn't be operating if it isn't fully inflated (the signs for it say as much).

We didn't even bother trying anything like dodgeball because it was just a mess of kids running in and out, even though the signs definitely make it seems as though the intent is to have actual dodgeball games. I get that they probably don't really care how good of an experience people in their mid 20s have, but the website led us to believe there was a place for us and that there may even be parts catered to an older crowd (I guess white claws in the cafeteria count?). We thought there was an adventure/ropes course that was geared more towards adults, but what there really is is a sloppy arrangement of swinging stuff in the middle of the place, with signs telling you which way is in, which way is out, and a whole lot of kindergarteners blissfully unaware of all of that running in and out the wrong way and nobody telling them otherwise.

I'm obviously venting, but it was just a really lousy time and we felt like we couldn't do anything because it was swarming with tiny kids and an ambivalent staff that just wasn't trying. We left a half hour early, there just wasn't enough we were able to do. If you're a parent who wants to let their kid run around and just shut your brain off for 2 hours, then I guess you'd have a 5 star experience.

Not to split hairs, but the counter on the basketball game in the arcade is broken, talk about adding...

My son wanted his bday party here, no issues reserving the day/time, did it well in advance. Two days prior I called to confirm we were all set and to see if I could bring in a package of skittles for the bday boy since he does not eat cake. Response…the request must go through corporate and will take up to 5 business days to respond due to no outside food or beverage unless it’s cake/cupcakes. Since we would not get a response in time it was suggested I give him the skittles in the car after the party. When I asked if we could get a pitcher of water for the table I was told it would be $10 (for a pitcher of tap water) per the man I spoke to at the ‘main office’ When we arrived to the party the table next to us carried in a case of water, case of kool aid and several bags of chips. Our host told us there was no manager at Urban Air at that time-20 mins later a manager introduced himself, ironically he was at the desk when we checked in but according to our host there were none in the building? When I inquired about not being allowed to bring in outside food and beverage I was informed they didn’t want to ‘start a fight with that party’ Yet I was given a hard time about a package of skittles?! I couldn’t understand why they couldn’t have told that party at check in that, ‘We’re sorry, we don’t allow outside food/beverage’? Then the zip line was closed, when we asked we were just told ‘it’s closed’ (paid extra for this) the manager who wasn’t in found me and said he heard I wanted to complain again. I never asked to speak to him, the first encounter was enough. He decided to tell me that the zip line had been broken for just a few minutes and his staff is not trained to fix the equipment. I wouldn’t expect a bunch of teenagers to know how to fix equipment, however, one employee could easily stand at the zip line to explain to the many kids that it was going to be back up and running momentarily instead the staff was hard to find and when you did find some they were hanging out together. Our host disappeared when I asked about the conflicting ‘rules’ My son and his friends had a fun time, however staff and management need to work on communication and customer service skills especially when families are paying up to $400 for a...