About two weeks ago we celebrated My son’s 9th birthday at Urban Air. I purchased a platinum birthday package and for an extra fee, a private party room. A little hesitant to book this party due to it costing several hundred dollars, I did so anyway. Upon arrival, we were directed to our party room. As we followed our host through the park, she walked up a set of stairs. Confused because she could clearly see me pushing a baby stroller, I ask, “how are we supposed to get up there”? The host grabs the front of my baby’s stroller as if we were gonna carry my newborn up the stairs like that. Dumbfounded by the carelessness and reckless disregard for the customers safety, I carried my baby upstairs myself and was made to make several more trips up and down to retrieve my belongings (stroller, car seat, diaper bag, presents, cake, party supplies, etc.) I was quickly denied When requesting a lower level room. It didn’t matter how unsafe the situation was or the fact we were subjected to extreme heat because our private room didn’t have working A/C or windows. I was told to prop the door open for fresh air. Due to the park being understaffed, they schedule our party host to also work the front desk which was on the opposite end of the park. Most of the time We couldn’t find our host. Because of this, some of the kids were made to wait more than 15 minutes for their wristbands. When Voicing my concerns to the manager, I was told the BEST she could do was give me $50 off my $600 bill and offered my son a single serving of dip and dots for our troubles. It wasn’t until the next day when I realized that we didn’t receive half of the items in our birthday package. We didn’t have a HDTV to display a picture slide show. We didn’t receive some of the decorations (Balloons), and weren’t offered any utensils. Each guest was supposed to receive “party favor scratch offs” for a chance to win Urban Air prizes like T-shirts, wristbands, tickets, food/beverages, etc. My son requested a black Birthday shirt but received baby blue. Again, these items were already paid for!! When contacting Urban Air, they made it VERY CLEAR, they will not issue me a refund for any amount of money, and if I choose too, I can pick my missing items up at their location. When telling them how that is completely unacceptable and asking what I’m supposed to do with balloons and party scratch offs after the fact?! Their response, “I don’t know, but that’s the best we can do.” 😳 Now, I understand some people are always trying to get something for free, but when you’ve already paid for everything upfront to not receive your items then there’s a problem! To be honest, Urban Air, keep the money! Your facility obviously needs it! But Going forward, you will NEVER get another penny from me, my friends, or my family ever again!!! I mean, wow!!! Just WOW!
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