Urban air — Attraction in Vancouver

We purchased a day pass for both of our kids. When we arrived the gentleman at the counter convinced us to buy a summer pass, which included a day pass on the same day we were visiting. He specifically told us we would be refunded, but that we had to call/email the corporate contact that he provided us. We went ahead and purchased the summer pass based on the info he gave us.

When I contacted corporate they curtly responded "All sales on the website are final, no refunds." I explained that we had made the purchase at the recommendation of the employee who said we WOULD be refunded for the day pass since we upgraded to the summer-long pass. 6 emails later to their generic corporate email (so I know they are receiving them) over 2 weeks and they have decided to not respond and just ignore this situation.

I wouldn't be upset had it not been for their ill-informed front desk person up selling me and then corporate not honoring the mistake he made in policy. Cultivating relationships is important for a new business, and catching customers in "gotcha technicalities" when their employees provided inaccurate information is a sign that the business is not operating in good faith and is more interested in short term quick profit than long term earned loyalty.

As a business that operates some pretty complicated machinery and rides, I would worry how this trickles down throughout the organization.

As for experience, the kids enjoyed it but know that almost every ride there is part of the ultimate tier, the other tiers are useless. Lines do get long, so expect that you'll have to wait about 20 minutes per ride/attraction, so your kids won't get to play as much as you think they will unless it's not as busy.

For the value, there are much better alternatives in the area operating with more integrity than a place that is focused on taking your money even when their employees provided erroneous information guiding...

We visited this center with our children — overall, the kids were happy. However, the customer service is practically nonexistent. We wanted to buy tickets at the counter, but were forced to go through a long and tedious registration process that took about 15 minutes. When we asked if we could simply pay and enter, we were told, “No, that’s the only way.”

There are no birthday discounts for children unless you rent a room with food. We ordered a pizza — it was completely tasteless, so we left it. When we asked for a receipt for the services we paid for, the managers looked confused and kept running back and forth. Apparently, their receipt printer has been broken for two months because of a new system that still doesn’t work properly. After about 45 minutes, they finally brought us a printed sheet of paper with a summary of the services.

I asked if they could notify me once the printer was fixed, but the manager replied, “I have no idea when that will happen,” and didn’t seem sure she would inform me anyway. After waiting so long just to get a receipt, I was honestly disappointed — I had wasted so much time for such a poor experience. I said that I wouldn’t thank them for this, as it caused more frustration than joy, to which the manager replied, “I don’t need your thanks.”

I mentioned that their customer service could really use some improvement, but she didn’t seem to care. Overall, I have no intention of visiting this...

We were there for someone's birthday. It was very fun for the older kids. My youngest (6year old) was not allowed at Zipline and bumper cars because of the hight, but he still enjoyed it. Staff is very attentive and are monitoring every area very well.

The birthday was set up in a private room and I loved how isolated it is from all the noise. Our host Jordan did a great job decorating, greeting every kid, checking everyone in, letting us know the rules and interacted with kids and adults respectfully and confidently. After the party he did all the cleaning.

5 Pizzas and 4 lemonade pitchers were served. Parents were allowed to bring their own desert only. 13 kids and 4 adults ate and had leftovers.

It was an evening well spent. We're super glad to have been invited. Would totally recommend and visit this place again as long as budget allows. I think the organizers payed around $700...