Urban Air Trampoline and Adventure Park — Attraction in Waxahachie

UPDATE: I have changed my rating to five stars because after months of dealing with the corporate office and no resolution, the owner of the Waxahachie Urban Air took it upon himself to call them and advocate for my request to cancel my membership (solely controlled by Urban Air Corporate offices). I feel like he listened to my concerns regarding my children and their safety and made it his goal to reach a resolution we were comfortable with. Thank you Cody!

I am very upset with this park. I understand many places are open despite rising COVID cases but I do not feel comfortable bringing my children into this park. This gym debited my account for the membership fees that had been recently on-hold without any notice or even notice the park would be opening. It charged me BEFORE they had officially re-opened their doors. I have plead with them to please let us cancel our membership and they refuse to do so. In fact they are the only company who has refused to do so. The last correspondence between myself and them was for them to freeze my membership 60 days and here we are a month later and they are trying to charge me again. I tell you this is just what families need during these times. A kids gym holding them hostage to their membership fees and constantly trying to debit their accounts. I will never do business with them again!

UPDATE: I urge you to never join this park/company as a member! I have been contacting their guest services since March trying to cancel our membership. I understand we signed a 12 month commitment when joining the park but obviously could not foresee a pandemic taking place. Membership services continues to try to debit our account without notice after freezing it for the initial 60 days after Covid hit. Even though gyms across the country are waiving fees and my own adult gym waived membership fees, this kids gym only cares about the $$$$. I don't care what their sanitization practices are, it is being said this virus spreads through the air. I do not feel comfortable with my kids coming to this enclosed gym where I am sure smaller kids can run around without masks and play. My kids won't keep masks on as they are 2 and 4. Urban Air does not care about this. They want a single income family to pay $130 to cancel our membership (remainder of the contract) so they will stop trying to debit our account. Meanwhile I am sure they have gotten all kinds of government kickbacks for their business losses and closures. I am sure this will be a great story for Waxahachie Daily Light, Ennis Herald, and other news outlets just waiting to call out businesses taking advantage of...

This experience that has taken place today is nothing above a 0 star. I ordered three Icees for my niece and nephews and was told after ordering that they were fixing the machine and it needed to get cold again. Waited for 35 minutes and a white male orders an Icee and the employee makes it. I advised to the employee that I’ve been standing here waiting and she states that the machine is still being worked on. I decided to switch the Icees for fountain drinks but also ordered chicken fingers and fries which I waited for over an hour and a half. They put a sign up advising that they were not taking orders at the time yet no manager came to assist or handle after the first hour and a half. I was being told that the fries were dropped each time and will be ready in a few yet I didn’t receive anything. A manager finally comes out to address my family sitting in massage chairs (which were paid for) and telling them to get up. I advise to the manager that I’ve been waiting on food for 2 hours now which I assume would be more important than where someone is sitting. Manager goes to the back and 2 minutes later the Icee machine works and fries in hand. A lady then came to us and advised that she is friends with the owner as the manager was at the concession stand and the manager snatched the hand written sign down regarding not taking orders. The lady states that she was going to reach out to the owner regarding the service. All in all, my family and I were kicked out due to multiple mishaps of the manager. The younger employees were not assisting and advised that the managers were “hiding out” in the back yet came out to ask people to get up from seats after they “received a complaint”. I would advise that everyone thinks twice and three times before coming to this establishment. All of the attractions were broken down today and 4-5 employees at the concession stand only assisting white customers....

My family of 5 visited this location on 08/24/24 and opted for the all-in-one package. The food was good, the pizza was great, and the funnel cake fries were also a hit. However, several issues impacted our experience.

The floor was filthy, with drink spills everywhere, including in areas where no drinks are allowed. The bathrooms were designed for bigger kids, not for the smaller ones. The trampolines had trash on them, and the Velcro cushions in the kid zone kept falling off.

One particularly unpleasant issue was the young white male at the Sky Zone and rock climbing area who was assisting with harnesses. His pants were so low that I could see his "blue" boxers, which was truly disgusting. Although I wanted to leave at that point, I had paid too much and was determined to get my money's worth.

There was also an inconsistency in how rules were enforced. My daughter was corrected by a young black male staff member when she did a front flip at the drop zone airbag, which was fair since we didn’t see the sign. However, a group of four young black males repeatedly performed large flips in front of the same worker without any correction, which was confusing and possibly due to fear of confrontation.

Overall, it felt like the place was poorly managed, with inappropriate conversations happening around a facility that allows children as young as one. To top it all off, my entire family ended up getting sick. While I understand that germs are common in places with a lot of people and kids, the level of cleanliness seemed to contribute to our illness.

Given these experiences, we will not...