Urban Air Trampoline and Adventure Park — Attraction in Southlake

UPDATE: I was contacted by management shortly after I left this review and I can honestly say I was impressed by the level of professionalism they showed. They listened to all of my concerns and went above and beyond to make things right for us. Thank you!

I booked my daughters birthday party here even though we live in Dallas because this location seemed to have more to offer. When we get in there’s a huge line of people and only one person behind the counter. I walked up to a group of 3 employees that were just standing around talking and asked them how to check in for a party. They gave me super quick instructions “check in at the kiosk and take your receipt to any party host” in a very rude manner, rolled their eyes and then turned and continued their conversation. So I check in and then have to hunt down a random party host to help us. We finally get to our room almost 10 minutes after the party time started and meet our party host. I’m not sure if she was having a bad day or just doesn’t have a personality but she seemed bored the entire time and just stood in the corner almost the entire party. Not sure what she was even there for other than bringing the pizza to our room and cutting the cake. Every party host I’ve had for other events are super enthusiastic and smiling and helpful. This girl seemed like she had a lobotomy done. Then let’s get to these $15 pizzas that taste like cafeteria food and the room temperature water bottles that are offered during the party. For the money we’re spending, the quality of service and food should definitely be better. When I got home I looked at our reservation and realized we didn’t get a lot of stuff that was supposed to be in our booking. There were no balloons in the room, we never got a free jump pass for the birthday kid or the action band, and apparently there was supposed to be a group video taken that wasn’t received either. I received the link in my email to take a survey and I guess they saw that I wasn’t happy with the experience so they called me and left a voicemail. I tried calling them back for almost an hour and nobody picked up the phone and there isn’t an option to leave a voicemail. The only good thing I can say is that my kid had a great time. But if someone is paying almost $500 for a party the service should...

We had chose to celebrate my daughter’s 7th and 4th birthday at this location. Everything was going great. We were enjoying our time. Kids were riding every ride possible. And then came the go karts. First off they were not lying about the wait. Our family members were in line for about 2 hours. It’s Saturday it gets extremely packed, i get that. Our guests were in line and my sister comes to tell us that someone stated that our guests and my daughter were cutting in line. They were wanting to ride together, understandable right, so they were kindly letting guests go in front of them. Yes at times they got out of line to use restroom, to grab a drink or a bite of a snack. I mean they were in line for 2 hours. Two of the workers were talking to us to find out what was going on to come to a resolution but this employee who i blocked off his face because i believe he is a minor was being combative from the start. He was speaking in the background while we talked to the other workers. Stating they were cutting etc etc. Then once everything was resolved and our family members and my daughter were going to be able to ride the go karts next, he went back to speak to everyone in line if they were cutting, came back and was telling us everything we had just said to the other workers. So i had enough and we asked for the manager. Manager on duty was no help either. But he did state he was going to check cameras and see what they could do better for next time. They finally get on and that’s that. Figured it would be good the rest of the night. Nope. My 4year old comes crying saying they aren’t letting her on the ride, i don’t remember the name, but its right next to go karts and it takes them up and down while spinning, anyways she had been riding this ride all day. I understand child safety but when i tried telling him this he was getting a attitude. He asked someone walking by and they checked her height and he said she was the right height to be able to ride that ride. Just in case take either wipes or someone with you to the restroom just because they don’t check them often some stalls end up with no toilet paper. Again, employee shortage, i get it or it’s Saturday (busy day) but have someone do a walk-thru to check on the restrooms so customers have an all around...

I am giving this place a 1 star because there’s no way I can give them 0 stars which is what they deserve.

I’ve been in two other Urban Air and I can say unequivocally that this location does not measure up to the other two. My experience in the other ones has always been very pleasant but the experience at the Southlake location was horrible.

My granddaughters had to wait over 1 1/2 hours to do the rock climbing just because they only had 4 harnesses for kids. I spoke to the manager, he said he was going to look for more harnesses and never returned. The bump cars were closed because they only have one employee switching between rock climbing and bump cars.

I witnessed how a girl that appears to be around 10 years old, got hurt coming down the climbing wall and the African American guy that was working the rock climbing treated poorly and didn’t care for her. I have a video of this incidente and photos. This happened today, August 1, 2025 at 2:15pm. This employee has a bad attitude with the kids and it looks like he does not enjoy his job, needless to say he has no clue about customer service.

The bathrooms were very dirty, garbage cans overfilled and the floor dirty.

At the cafeteria I waited from 5:25pm until 5:45pm for a young african american woman, Ms. Nivia. During those 30 minutes she looked at me several times from the kitchen and never asked me if I wanted to order anything then when the Manager, Mr. Esteban talked to her she finally decided to ask for my order. At that time I said to her that the service was very bad and she became very upset and very mean and disrespectful, she told me not to tel her anything and walked away without allowing me the opportunity to finish my order.

The management here is a disaster and this employee, Ms. Nivia is very disrespectful, not very smart neither and is the worst part of this place. Both, the management and this woman need to be fired.

I will never...