Urban Air Trampoline and Adventure Park — Attraction in Westminster

I'm very disappointed. My niece had a platinum birthday party for my 17 year old niece today 01/11/25. We had a platinum party there previously back in Nov of last year. Today It was a horrible experience, and I'm not sure if we will b back there again. First off, we had issues with the dodge ball thing, with kids hitting my nephews in the face with the ball. There was nobody watching the game. I spoke to a few guy workers about it, nothing was done about it. My niece and I were referring it for a while, and we were getting disrespected. So I went and spoke to a manager, I assumed she was. She had blond hair and a dark blue shirt on and a vest. She went over there and got an employee to watch it. She stayed for a few and left. The employee was kinda watching it, but he really wasn't doing his job. The kids were getting very aggressive, so I went and talked to her again, and she came back over and watched it again and told the kids to stop being so aggressive and she left again. My niece handed out the scratch cards to the party kids my nephew lost his, so I went to the front desk and explained what happened she looked for another scratch card and says were all out but you can purchase a bracelet. (She was Hispanic, thin. Dark brown hair, gold rim glasses). I told her No Thank You that I would go back and start looking again for the card. So I was in the area by the climbing walls and the white tables. An employee was back where I was, and I asked if she saw a scratch card or if anyone gave her one, she said no. She told me she would give me a new scratch card. I said, "Could you just give me just a bracelet bc everyone else was getting a bracelet. She said yes and asked me what color and she took me to the front desk (she was blond with wavy hair and heavy set, very helpful and professional). We went to the front desk, and she was getting me a bracelet and then the other girl I spoke to earlier with the dark hair. Hispanic, thin, gold rim glasses went over to the girl trying to help me telling her something about me and then she came to me very rude and unprofessional and said that she couldn't do anything bc it was my nephews fault he lost the scratch card not hers and she looked up the price of the bracelet and says you can purchase a bracelet for .99 cents. I said my niece had a platinum birthday party here today for my niece, and she's goes. I'm not going to give you a free bracelet. I said ok I will write up a review, and I hope I get a response back."" I said thank you and Ieft. That employee should b written up or fired after she spoke to me the way she did. It was very unprofessional, and I hope you don't lose any business bc of her. There were more customers that heard her talk to me like that and looked at me like, really. I know I will not b recommending your company to anyone, and my niece will not have any more birthday parties there. Hopefully, something will b done about the dodge ball problems bc nobody follows the rules, and they are not being enforced by your company . You can be sued, and you either need to teach your employees professionalism or lose customer bc of the way they talk to the customers. I hope you take all of this into consideration and make things...

This is a horrible, DISHONEST Company. I no longer wish to do business with them, and I would warn anyone who is considering a Membership with these people to RUN! DO NOT DO IT!

My story is below:

I joined Urban Air and purchased a Membership, on March 7th, 2023. At that time, the Teenager at the desk who processed my Membership forgot to add the $3.99 Parent Membership [even though I asked them to do so]. The Employee apologized and said ‘there was a glitch in the system’, and ‘it’s no big deal, and I can add it later’. He gave me a free Parent Pass fot the day and that was it.

After I went home, I tried to add the ‘Parent Membership’ to the already purchased ‘Child Membership’; it would not allow me to do this without paying an additional processing fee and starting a Membership from that day on.

The next time we went to Urban Air, I spoke with the Manager and relayed the story that her Employee did not add the Parent Membership to the Kids Membership. She apologized and tried several times [unsuccessfully] to do the same thing. After 15 minutes of time wasted, she said to contact Urban Air online. I did.

Urban Air ‘Guest Support’ sent me instructions to ‘add the Parent Membership’. I explained yet again that the reason the Parent Membership was not added was because there was a glitch in the system and the System at Westminster would not allow it.

Several emails went back and forth before I finally returned to Urban Air and spoke to another Manager, who also tried several times to do this and also sent the Corporate Office an email explaining the situation. She said to wait to hear from them, and they should be able to handle it, and gave me a Parent Pass for that day.

They never responded, so I again went to ‘Guest Support’ with this. They just kept sending me the same information they sent last time. I didn’t even bother anymore.

On July 11th, I again took my child to Urban Air, spoke with another Manager, and explained everything that had happened until now. This one said to just add the Parent Pass, and that she would send an email explaining that this should have been added to the Child Membership and would retain the initial Membership dates that should have begun with the original purchase.

Two weeks ago, I sent an email to Urban Air ‘Guest Support’ letting them know we would be moving to another State with no Urban Air around, and that with all the headache and issues I have dealt with, I no longer want this Membership and would like to cancel it. They never responded.

Finally, this afternoon [8/30/2023/], I contacted the Urban Air phone number and asked why they never responded to my email about Cancellation. The lady on the phone said that I cannot cancel the Membership and that by adding the Parent Membership on July 11th to the Child Membership purchased on March 7th, that I had restarted...

People, DO NOT shoot your guns inside of Urban Air Adventure Park. There is a strict policy about discharge of firearms, you WILL get kicked out. For the entire day.

Please review the attached image of the posted code of conduct for Urban Air. I think that it'll give you a lot of confidence that those who manage this place are rational, thoughtful people who do everything they can in order to make this a safe and fun place for everyone.

Of course, we all love our guns (nearly as much as we do our children), and Urban Air isn't anti-gun.

For example, review item number 8 in the code of conduct. If you bring your firearm to Urban Air, you're free to show your gun to others, but it isn't cool to intimidate people with your gun.

So, "hey kid, check out my sick new CZ 9mm" is okay, but "let me have your place in line for the slide or I'm going to use my new CZ 9mm on you" is not cool.

I'm just so impressed with Urban Air's respect for gun rights. Everyone comes here to bounce around, crazy fun chaos everywhere; and it is just so good to know that people aren't explicitly prohibited from bringing their firearms.

Indeed, implicit in the code of conduct is that the intent matters here. If you're bouncing around on the trampolines and your 1911 accidentally goes off, it is fine. It is only if you intentionally discharge your firearm, that is when management will have a problem with you.

If there are only three things worth being proud of in this world, it is our guns, our children and our genitalia. I'm not sure how to rank order these three things, I love my Glock and I love my, well you know...

See item number 10 in the code of conduct - it strikes a balance between a) the god-given right of all of us to show off what we've got in our underwear and b) the fact that some people get all weird about it.

In a nutshell, it is okay if you expose yourself to people at Urban Air; you just have to make sure that you're not reckless about it. If you did everything you could to make sure that nobody would be offended, you're fine. Some people might be offended (snowflakes walk among us), but as long as you are careful about when and how you pull out your, um, sidearm, you won't have a problem with management here at Urban Air.

These kinds of theme parks are scary to me - there is no shortage of examples of negligence on the part of the people who manage places like this; negligence that lead to very real consequences for innocent people.

But after reading this code of conduct, I'm completely filled with confidence that the people who manage this place are on top of...