Urban Air Trampoline and Adventure Park — Attraction in Tallahassee

I took my son to the Tallahassee location for his 13th birthday. I purchased 5 unlimited passes. We got to the counter, after noticing my younger son did not have on any socks, I asked the cashier if I could purchase socks at that moment. She said yes, and ask me for a size. I told her size 4. But she held up size 2& 3 socks stating that were the only two sizes. I purchased the size 3 socks, & asked if there were anything else she may need from me, she said no therefore we proceeded our day. After being there for a hour abs getting on 2 abstractions my kids attempted to get on the zip line but was told that they couldn’t due to not having on urban air socks. Which made no sense to me because I purchased 5 unlimited passes and was never told that I had to purchase socks for everyone until now. So then I asked for a manager, in which I spoke with IGGY, explained to him my concern on being demanded to spend more money half way through the excitement. The manager was nonchalant and explained that maybe I didn’t hear the cashier offer me socks, and further makes excuses for the employee but ultimately blames me for not reading the signs. I then go into explaining there are a million sign signs Egbert you walk in in which I read the majority but the most important sign sits over the customer head.the manager continues to tell me that I must purchase the socks. I asked for a refund for the abstraction portion since I could not use it, and the manager said no, you can just purchase the socks and have it easier for yourself l. I will not recommend this location. Yeah y have to search for workers to utilize the abstractions, everyone’s attitude was horrible, and meeting the manager I can understand why. This will be handled in...

One Star — Never Again. $600 for a Birthday Disaster.

Took my daughter and her friends to Urban Air to celebrate her 11th birthday, and let me just say — if you’re looking for a disappointing, disorganized, borderline scammy experience, this is your place.

We spent over $600 on this party, 14 wristbands, food, drinks, socks, the whole package — and somehow still got treated like we were inconveniencing them just by showing up.

We even called days in advance to try and reserve a party room and were told they were completely booked. So we planned accordingly and were fine with celebrating in the general area. But when we arrived? Every single party room was completely dark, closed, and empty. Chairs stacked, lights off, not a soul inside. So were they actually “booked,” or just couldn’t be bothered to open them?

We were also explicitly told we could bring in cupcakes at the counter when we arrived since they don’t even sell cake/dessert on-site(dip n dots- out of order). But once we showed up, the manager said we were misinformed you cannot bring in outside food. It’s clearly marked in several locations around front door. But if you’d like to rent a table you all can sit at and set your cupcakes there, that will that will be an additional $50. It’s not about food safety or policy clearly. it’s about squeezing every extra dollar they can.

To top it all off, several attractions were closed due to “staffing issues.” On a Friday night, no less. Kids were let down, parents were frustrated, and the whole thing felt like a complete waste of money.

$600 should’ve bought a memorable experience — and it did, just not in the way we hoped....

During the pandemic we decided to pause our membership for safety reasons. We have continued to pause our account until this past month. Although our membership was charged its normal monthly rate, we were held up at the front counter for about 30 minutes discussing payment. Evidently, there's a major disconnect between the membership department and the individual locations. This information gap caused such confusion and delay with the front desk manager that I was ready to cancel my membership altogether. He kept suggesting that there was no way that we could enter without paying an additional $35 (which I knew was false). It wasn't until another manager (Latoya) arrived to help us resolve the issue. She quickly assessed the situation, provided guidance to her front desk counterpart, and after a very quick verification process we were finally allowed entry.

Prior to this I hadn't had a bad experience at Urban Air personally, but have always heard about these kinds of bad experiences from other customers. I'm glad that Latoya stepped in to save the day because this review would've been drastically different otherwise. You need more people like Latoya in leadership roles at your locations because its clear that all managers aren't created equal. Customer service has fallen off in most organizations over the past year, but its reassuring to see there are still some logical thinkers out there when you need them. Overall, my faith has been restored Urban Air and the environment was surprisingly clean. We will definitely be returning once they resolve our membership issue because we're ready to get back to some kind...