Urban Air Trampoline and Adventure Park — Attraction in St. Charles

We had our daughter’s 7th birthday party here. Please make sure you tell all your guest to arrive 15-20 minutes early, it was a mess and hassle to check in all the guests. We had 20 kids and it took 20 minutes to check everyone in, which steals precious play time from your little ones party. All guests arrived on time or slightly prior. This was our first time here plus first big school-friend party. Again I would strongly tell everyone to come early. Our host was very nice and did the best she could but due to being short staffed she was very booked and dealing with multiple parties at the same time. I feel we didn’t receive the attention we should have. I don’t blame her as this is mostly a corporate/management complaint. I booked our party almost 2.5 months earlier we got the suite/party room on the second floor which I didn’t care for especially for little ones having to go up stairs and for elderly family members. I wish they would have asked if this was ok before putting us up there. Also there are no coat hooks or shoe cubbies in the rooms. Please at least add some wall hooks or coat racks to the rooms for guests along with a cubby for kids shoes. There are large flat screen TV’s on wall but they weren’t working at the time no cable/direct tv for parents. Manager stated TV service was down and not working (not a big deal but it’s nice to have for parents or kiddos as they enjoying their treats) Pizza was terrible, if you guys can get a better pizza I would highly suggest that corporate look in to putting a little more effort into a better pizza quality. I would also suggest to have 2 garbage cans in the room for clean up. Again our host was a friendly young girl and I can tell she had good intentions and did the best she could but I had to serve the pizza, pour all the drinks and pass out the cupcakes. We, my husband and I did all the work running around in the room to get everyone feed. We also did our own clean-up in between pizza to cupcakes and afterwards. We really liked the theme park and activities but I would not recommend hosting a party here. We attended a party at Eric Air a few weeks prior and party room wise was better, the host was super attentive to the party and made sure everyone was taken care of and the Pizza is definitely better much better when compared to Urban Air. Also their check-in process was quicker and more efficient. If I would have known I probably would have book there instead of here even though the Adventure Park is nicer at Urban Air it was just more of an under staffed problem and quality of food gets 4 thumps down. One other thing that gets thumbs down is that some attractions were closed which was a bummer especially when paying extra...

Visited Urban Air in St. Charles for the first & last time today.

We purchased a coupon book from the Perks at Work company and intended on using it. I was told upon arrival that they do not accept any coupons and that Perks at Work printed the booklets without their permission. Seeing as how I paid for the coupons/ admissions and that I could not possibly be the only one to experience this issue, I asked if there was anything they could do. The manager (Jason) asked for their main supervisor (Prag) and he was not willing to make any exceptions. I was not offered any thing for the trouble/ inconvenience of the situation.

Nonetheless, we were there to enjoy the day. Since we were never there before, I was told to go to the kiosk and sign a waiver/ sign up. I went to the kiosk and paid $74 for 3 kids. Once getting wristbands for the kids, I was told that they all needed Urban Air socks. I showed the staff member that they had grippy socks, which we’ve used at other indoor playground venues. Nonetheless, the ‘Urban Air’ socks were required & I needed to purchase the socks for ‘safety reasons’. Although there was a sign saying this at the front desk, the socks were shown as an ‘add on’ on the kiosk, which I was instructed to use. After all of the frustration and unwillingness to accommodate, we asked for a refund and we’re going to be headed somewhere else to enjoy the day.

When processing the refund, the manager Prag said if I would have paid at the front desk, we would have received a better deal 🤦🏻‍♀️ I reiterated that my frustration is not about the money it was about the customer experience. He said ‘I’m just doing my job”, to which I replied that he wasn’t. Jason was courteous and was doing his job. Being the main supervisor of your facility, Prag is the one to create a welcoming atmosphere, to which he did not. We ended up spending the day at Treetop Escape and had a wonderful experience and for 1/3 of the cost.

Instead of replying to this comment, use the time to instead enroll Prag in a customer...

THIS PLACE IS OUTSTANDING FOR FUN! We went to Urban Air for my son's 13th birthday party. We had a party of 8 and we walked in and we did not reserve for a birthday party.

When we first walked in, the place looked amazing! Trampolines all over the place, zip line, rope course, go carts basketball with trampolines and many other activities.

Urban Air is open weekdays from 4pm to 8pm. I did not catch the weekend hours as we came on a weekday. When 4pm hits the place fills up really fast.

One thing I did notice is that the place was very clean. This is good, clean, safe fun for your kids. I only wish they had this stuff when I was a kid!

I ordered 3 pizzas and cokes for the kids. The food came to around $75 bucks. They offer refills on the cokes, which I thought was very nice of them.

When the pizza came, we walked the place 2 or 3 times and we could not find a place to sit. So we saw a vacant party room with no name on it and sat in there. A lady came and said that's against the rules you cannot sit here. I informed her we had 3 pizzas and cokes and there was no place to sit. The manager came and said she had to charge us $50 because we used the room. I said I brought 8 kids here and I dropped $500 bucks. I'm not paying another dime.

I will say although the manager was forceful at first she used her de-escalation skills to de-escalate the argument and resolve it. She got us a reserved table up front and I said I'm sorry for the problem and I thanked her.

The only negative I could say is that not all of the different rides or activities are open at the same time. And this is not their fault because they just can't find enough employees. They do nicely rotate the rides or activities.

Overall, I'd say we had a great time here with a 5 star experience. Thank you to the manager for de-escalating our little disagreement. This Urban Air is highly...