Urban Air Trampoline and Adventure Park — Attraction in Town of Wallkill

Took my nephews here as part of a fun day we planned as a Christmas gift for them. Now mind you, I bought the tickets and went into this with the understanding it would probably be loud, crowded and crazy, so I was expecting that.

The bathrooms had trash overflowing on to the floor. There were water bottles and other garbage on the floor of the park. It's quite dark in there and I am.sure that is by design so you can't see how filthy it is. There was no where to santize hands along the way so im sure ill find out we all have covid in a week.

The employees are mostly high school aged kids - which again I expect because it's the same at Legoland etc. However, there was no line control which is insane considering the ages of kids and the span of ages. 12 year Olds were plowing 5 and 6 year Olds out of the way. It's a given these places will be a little wild with all the kids left to roam free around the park, but in that case the lines should be clear and well supervised by employees. There are no signs, rules or anyone briefing the kids or parties on behavior and no consequences for being rough, line cutting, or lingering on an attraction so it was chaos. When I went in to buy these tickets in December during the day the place was DEAD. I watched employees goofing around, making out, and complaining about their jobs while I waited for someone to help me at the counter. So the excuse of it being a busy day doesn't fly with me. Pay more and hire responsible kids and young adults instead of whoever walks in for a job. Some of the attractions didnt have an attendant at all or had one running back and forth between multiple.

The sheer amount of parties was INSANE. There must have been 20 parties going on at the same time. If you're going to book like that, you NEED the employees to back it up if you want your customers to be happy. 20 kids parties when you're just trying to take your kids for some fun is not so fun for the people not there for parties. The herds of kids overtaking the attractions is a lot and needs to be heavily monitored and supervised by someone.

All in all the nephews had a good time, but the lack of structure with lines and taking turns really deterred them from some attractions because they weren't sure if they were for just the parties or what. We bought ultimate passes...the kids ran the warrior course 3 or 4 times, played on the trampoline free jump, and one did Sky flyer. Hardly worth the $50/kid we paid. I'd love to recommend this place to my friends with kids, but I will not be doing that or probably returning again (at least on a weekend). Great concept, terrible execution. Get it...

Did a birthday party for my sister a while ago and visit once in a while with the kids. However todays visit was subpar. We encountered some really nice staff and then we had the unfortunate experience of dealing with some other staff who wasn’t so kind. So issue number 1 was the go-karts; blue go kart #24 for two people needs to be retired. The team members who were operating the go-karts let it be known that go kart number 24 was slower than all the other go-karts. It seems like a small issue but because of how slow it was, it constantly caused other drivers to smash into us while driving and it began to get very uncomfortable. By the end of my ride i felt like i needed to make a call to Statefarm. My head and back were in pain from the repetitive sharp blows and my child said his side hurt. I mentioned the issue to the team members and that’s when they shared that the kart wasn’t functioning properly. And since that information was clear, I failed to understand why the kart was still allowed to be on the track. The second issue we had was with the VR game. We basically wanted our kids to utilize our 1 free VR game coupon instead of using it ourselves. The team members acted as if it was the biggest issue telling us we’d have to pay more money. When we had already paid $250.00. And to be honest our issue wasn’t really with their policy. Have you ever heard the term, it’s not what you say it’s how you say it. After spending $250 plus, we just wanted our kids to play the VR game instead of us. It was simple. The “manager”or shift lead person we spoke to. I believe her name might have Aveah or Aviah. Not 100% sure but she was rude. It seems like someone gave her a walkie-talkie and little authority and she took it to the head. Be kind, It will get you far. Last but not least, at the conclusion of our visit while exiting - 2 of the youngsters from our group wanted to use the bathroom. They returned back after a few minutes saying the bathrooms were closed for cleaning… which was weird because we were still inside the facility. As we (the adults) approached the bathroom to clarify what the issue was - we witnessed a man and his two daughters exiting from the restrooms. When we asked why the girls weren’t allowed to use the bathroom , the employees stood firm saying that the restrooms were closed. So ultimately our two eight years old were denied access. It almost seemed like the staff was purposely trying to antagonize us. I couldn’t tell if this was group organized cruelty or if the staff was truly that unaware and negligent when it comes to fair and proper...

On the 19 of February I book a party room for my two kiddos Birthday that was the most pricey package as I wanted them to enjoy their day as much as possible my total was about $794. We arrived everything was going well till towards the end of the night my party group wanted to do the race cars as is one of our favorite my sister got hit on the back intentionally which cause my son to also be part of the incident as he was in front of her they both got really hurt. ALL they did was take out of the race with out even checking for a parent or offer any assistance to check if they were well neither they took the person responsible for the incident out of the race. So irresponsible we were very upset as my sister still has a black and blue in her knee it's been 2 weeks and my son lasted two days with pain in his head arms and gums at not one point anyone directed us to a maneger or to be seen to make sure ppl were ok although I understand things happen they need a better system for safety I should not have to ask for a manager when this happens if is a bad impact incident this should be done on their end and not mine end as they workers should know better how to handle this kinds of situations. Our party hosts had to keep getting reminders about things she should of know and kept forgetting. Is all teenagers working there wich lack in customer service we were so exited to also try the zip line for the first time the two workers were rude not a word to us no directions on the rides should be verbal as everyone some kids might not read. I called spoke to manager nothing was done at this point an apology won't fix the bad memories of this day. I had plans on going back until I see how poorly they handled this and how poorly the manager handle my call will definitely take my business elsewhere your place is in lack of a safety in place and actually doing them 😕 should hired adults capable of knowing when and how to take care of your customers when they get hurt if I could I would of give ya and - star I will also never agaimg will i recommend this business again and trust me I will take further actions on...