Cosmic Air Adventure Park & Arcade — Attraction in Webster

I hosted my daughter’s birthday party at your Webster location on July 12, 2025, and unfortunately, the experience was extremely disappointing and frustrating.

I arrived at 10:00 AM to drop off tablecloths and decorations and asked who my party host would be. I was given a name, and although that person was in the room when I returned for the party, she quickly left without introducing herself or providing any guidance. No one explained how the party would run, how to obtain wristbands for my guests, or how to collect the arcade cards that were part of the package I paid for.

It wasn’t until 45 minutes after the party started that I had to go to the front desk myself to ask for help still with no one ever coming into the room to assist or guide us.

The package I purchased included water bottles for the guests, a birthday shirt, and accessories for my daughter all of which were never provided. I also paid for the upgraded food and drink package, which included pitchers with free refills. However, I did not receive the pitchers until 4:20 PM, only after tracking someone down and asking for them.

No one communicated anything regarding the pizza either I again had to search for staff to find out when it would be served. When I asked the staff member whose name I had originally been given about who my host was, she responded that she had no idea and would try to find out. It wasn’t until an hour and a half into the party that she told me she was actually the host but thought it was someone else. At that point, the pizza was rushed out, and it didn’t even appear fully cooked.

To make matters worse, my sister-in-law had to leave the room repeatedly just to get drink refills, and we continued having to find staff for basic needs throughout the event.

At one point, someone came in to offer us 30 extra minutes, but that did not resolve anything, as we spent that time simply trying to pack up and get out. Ironically, when it was time to vacate the room for the next party, at least six staff members appeared to help usher us out a level of attention we hadn’t received the entire time we were actually hosting the party.

The only positive is that my daughter was unaware of the chaos and still had a good time. However, I and many of my guests were deeply disappointed with the lack of communication, disorganization, and the fact that I did not receive all that I paid for in the package.

To make things worse, I tried calling the location multiple times throughout the day from opening to closing and never received an answer. I left two voicemails one with the event planning department and one general message but no one ever returned my call.

I am requesting a formal response to this complaint and a resolution for the unfulfilled services and extremely poor experience.

Update 8/29/25

It has now been nearly two months since my daughter’s birthday party was held at your establishment, and I have yet to receive any follow-up. Despite speaking with multiple customer service representatives, no one has gotten back to me. I was informed that an investigation would be conducted and security footage reviewed, but I have not received any updates...

We visited Cosmic Air Park in Webster, TX, over the weekend and I can confidently say it was one of the worst experiences I've ever had taking my kids to a play place. For $87.08, covering three children aged 12, 6, and 11, we expected a fun and safe environment. Instead, we found:

Gross Conditions: Trash was literally everywhere, with not a single clean spot to sit. It was disgusting. Spilled Beverages: The floors were sticky and littered with spilled drinks. And drinks were spilled all over tables and chairs. Understaffed: The place was severely lacking in staff. Those present seemed overwhelmed and unprepared to handle the crowd. Unprofessional Staff: The few staff members on duty smelled like weed and wore their pants hanging below their waist, which was quite unprofessional. Safety Hazards: The enclosed slides had bolts sticking out, which cut my child's arm and buttocks. This is completely unacceptable for a children's play area. Broken Attractions: The bumper cars were out of commission, and while we waited, staff members walked by, ignoring us instead of addressing the issue. We ended up paying for attractions that we couldn't even use due to their lack of maintenance and staffing.

It feels like we were robbed of our time and money at this place. A staff member I spoke with before leaving confirmed they are continuously short-staffed, which explains the poor management and overall experience. This is, without a doubt, the most poorly run play place I’ve ever encountered. I would not recommend Cosmic Air Park to anyone looking for a safe and enjoyable outing for their kids. Save your money and...

Do not recommend for toddlers!! Arrived at 3pm, checked in a 16 month old, paid for him to use the toddler area along with an older child to use the rest of the facility. Paid $50, put on socks, walked around to the toddler section and the lady, who had just checked me in, came around and yelled to us and the other kids that the toddler area was closed for cleaning. I asked how long and she said until 6:30/7pm. I said, we just checked in and I told you it was for the toddler area, our time ends at 5:30, why did you not tell me this when we checked in so that we could’ve gone somewhere else and she said “sorry, he can use the rest of the building”. I had been there for five minutes, she should’ve offered me a refund on both of my kids so that we could’ve gone to urban air or the play space where the toddler could’ve used a safe facility. The rest of the building is UNSAFE for one year olds, it is not as padded as the toddler section, there are steps and drop offs every so many feet that he could’ve fallen down, even when holding my hand, there were larger, older Kids, running through the tunnels and almost knocked him down multiple times. He could have been SERIOUSLY injured. The safety of customers, especially babies should be the main priority and the staff here do not care. We will not be back and I will not recommend it to anyone. Hopefully management sees this because I should’ve been given a refund for the one year-old that didn’t get to do anything...