Urban Air Trampoline and Adventure Park — Attraction in Sterling Heights

Honestly, this was a terrible experience. From the start, someone came into our room to go over the plan, however, announced she was not our party host and that she was just filling in for her while she was at lunch. Our party host came in after about 10 minutes and went over the food order with me. She told me they were out of the Cauliflower Pizza and wouldn’t be serving it. I explained that my daughter, (the birthday girl) needed to be gluten free and I was told that our party host had just found out and she was told Urban Air didn’t feel the need to notify me of this. I was then told that someone left the Cauliflower out, it went bad and had to be thrown away. I stated that had I known with plenty advance notice, I could have planned for this catastrophe. I was told I was more than welcome to leave to get food and come back. I said I had no intention of leaving during the party to go out onto a very busy road to find food for my daughter and come back. Other than being told sorry, absolutely NOTHING was offered to us. I told our party host I needed to speak with a manager because this was unacceptable. The manager came in and told me the exact same story. I was told that you offer 💯 beef franks and that they would be gluten free provided we excluded the bun. Since I felt there were zero options to us, I agreed. I was told the Cauliflower Pizza would be taken off my bill. The food arrived about 15-20 minutes late so I was told we would get extra time in the room to make up for that. Our party host came back around 4:30 and asked me to pay the bill. I reiterated to her that we would be able to stay in the room longer, due to the establishment’s poor timing of bringing the food out late. The party host told me we could have extra time but, she was leaving at 5:30, she was the one who would have to clean the room and that she “didn’t get a break at all, so she had to leave at 5:30.” I checked out and the gentleman at the counter asked how our experience was and I told him it was ok, I guess. He asked what could have been done differently to have provided a better experience. I explained this entire story to him and his response was, “So, you didn’t get the Cauliflower Pizza? I’ll take that off your bill.” Considering due to error of the establishment, it shouldn’t have even been on my final bill. After that, I felt pressured to leave my party host a tip. The entire situation wasn’t her fault but the whole thing was very upsetting. At no point was I offered anything for my troubles or anything for their screw ups. I also was told by the manager that I wasn’t the only one who ordered Cauliflower Pizza and couldn’t have it—there were parties before ours that were told the same thing. A lot of these issues could have been avoided had there been ANY communication. At this point, I would never go back. They are incredibly overpriced for the crappy service and treatment that we got. The final straw was when my daughter got sick after eating the “gluten free” hot dog and had to leave her own party early. The “Platinum Package” that I paid for included a party host who would take care of everything for me so that it was a stress free experience. Nothing about this experience was stress free. It was a terrible experience and if there were 0 stars to give, that is what they...

My daughter had her 8th Birthday here yesterday. When we originally planned the party we did not think as many people would show up that did. It was a great turn out, but very costly after paying 25 per extra kid after the base price for 10. So be careful how many people you invite. We had the platinum party package. I could not get the link to the invites to work. Had to call the party line number and get a separate email sent to me. The lady that answered the phone was very unknowable to my questions she kept having to "get her lead". I got a call from an employee about two weeks before the party her name was Shannon. I missed her call. When I attempted to call her back several times I left her voicemails and she never answered or returned my calls until the day before our party. When I finally spoke with Shannon I am glad I asked her if they received my pizza order via email as the instructions told me to do and they had us down for no pizza. I also told her we would need wrist bands for approximately 20 kids. We get to the party and our table was not set up by 5 minutes until party time. Our host did not know we had pizza ordered nor did she know we had 20 wrist bands even with me speaking to Shannon the day before. It was not our hosts fault. Actually she is the only reason I gave more stars than I wanted to because she was amazing. Her name was Nikki. She was very kind, attentive and corrected any mistakes that were made. The pizza was horrible and they make you have to buy it at 15 dollars a piece because no outside food allowed. It came out kind of burnt. We also ordered 4 cheese pizzas and 4 pepperoni we ended up with more cheese. The pizza took longer than expected to make so they did comp us by giving an extra half hour which was the other reason I gave more stars. They had no utensils to serve the pizza. Our host brought us the only spatula available in the kitchen. The waters that come with the party package for the kids are super tiny. You will have to order something else to drink. They only sell pitchers of soda in 3's at 15 dollars. We did the party table instead of a room because we were trying to save money and I wish we would have paid the extra for the room. The table you get is very small. It is bench seating so you can't even pull chairs up. Which the place was so crowded there weren't many chairs available anyway. The table is also very close to the other parties tables in which you can't even walk through to sit with out bumping people. Also the door situation is very uncomfortable. If you have multiple kids or a party its is hard to keep an eye on everyone and there is no security at the door or a way to make sure kids are not running out or that someone doesn't snatch them up and run off with them. They need to have stamps or something like chuck e cheese to know what kids belong with whom. My daughter had a great time because it is a fun place to be however, I was not pleased with how the party went. After the deposit, paying for extra kids, pizza, drinks and tip it was an 800 dollar party. We will be back for a regular play day, but we will never be able to afford a party...

My grandson wanted his birthday party there, so I booked it. When I say this was the ABSOLUTE worse financial experience for a party I have EVER encountered! You can barely walk through the place because it’s unorganized and they let in far too many people at once. When I initially booked, I did it with not pre-ordering the food because I wasn’t sure what to expect. Within a day or two, I started getting emails saying, Last Chance to Order food for your party so I looked to see what they had to offer ON THE SITE. The options were few. The only drinks besides water were ICEES on the menu, so I had to order 10 of those with a couple of pizzas. A few days later, I found out they had soft drinks so I CALLED and asked if it was possible to CHANGE my order because the site didn’t give the option for soft drinks and the young lady said YES YOU CAN CHANGE IT. So I asked her over the phone to take off the pizzas with Icees and to give me 2 pitchers of juice, and the 3 pizzas. I paid for the food and party for 10 kids, which could hardly enjoy anything because the facility was OVER BOOKED, totaling about $500 (not including the $80 on the food I was told could’ve been amended). I was told that it would take up to 10 days to get the money back from the initial food order, which was $80! After calling about my refund for WEEKS and getting the run a round, I finally spoke with a Manager at the Sterling Heights location just to be told I was out of luck, that there were NO REFUNDS. I asked if they record conversations and requested they pull the tapes when I called in and he said NO MATTER WHAT I WAS TOLD OVER THE PHONE THEY COULD NOT REFUND ME FOR FOOD I DIDN’T GET! This is bad business and I will NEVER patronize this, or any Urban Air...