Urban Air Trampoline and Adventure Park — Attraction in Willowbrook

Gabriel the general manager at this facility is having his teenage staff abuse the report feature to remove reviews off of Google about this facility. Well, what Gabriel doesn't realize but definitely won't care about, is that I was there with my husband and my daughter for the first time, and as a full time caregiver for my terminally ill parents, I finally got RESPITE to be able to go somewhere outside of my house with my husband and daughter, a painful but needed break from my parents who both have different types of terminal cancer and are dying, and what we see in this house all the time is difficult for us so we needed a break and this is the first time we were able to get one. And let me tell you how that worked out for us, thank you Gabriel for making that experience horrible for us, especially me when I'm already watching my parents die in front me my hourly. if you want five star reviews you should give 5 star service.

We got there as they opened, I went to get a drink and some food, but it was an hour to get food because they had 3 birthday parties going on. So if you're not part of a birthday party and you're a regular patron you cannot order food unless you want to wait for an hour to get it. Which I did and said nothing about, because I figured they're busy, I'll let my daughter play and wait for food, it's a bunch of teenagers in here running this facility anyways and they seem disorganized and flustered, they can't get this done quickly, just be patient and wait for your food and that's exactly what I did and the girl at the register was kind. She was very kind about it actually.

I wanted to sit in a massage chair because this was kind of an experience for me too, I want to take a break from planning funerals for a minute and try to enjoy myself with my husband and daughter because we never get to do things like this? I thought why not try the chair, it's for adult, it'll be nice to get a little massage, except the chair was broken, and one of the teenage staff members that worked there was kind of laughing a little bit too much about the chair being broken and telling me I'm sorry about this "bro", I'm not sure what was funny, but he told me I needed to go to the front desk to ask for a refund. Cool, that's easy I can do that let me walk up there really quickly. I start telling the girl what's going on. She tells me I can't refund you but I can give you a credit to come back here and I know there's no way that my family can, and at that point I didn't want to those teenagers all seemed high on drugs. She said she would give me a phone numbe, then said wait a minute my general manager will be here so I waited, I figured he would just give me the phone number because he would probably tell me the same thing which is all I wanted anyway a phone number. And then he walked up and oh my God was this man angry.

Gabriel approached me with such an overt aggression that left me stumbling for words because I'm not sure what's happening at this moment but this man is angry about something and it has nothing to do with me but he's about to take it out on me and wow did he. All I know is that I finally had time to get a break from the constant stress and grief of just watching my parents die in front of me and it takes a lot for us to be able to get out as a family and we chose to go to this place only to be treated this way and then I can't even leave a review because it gets taken down by the general manager, which is not surprising because he has rice paper thin skin and that was very obvious by speaking with this man.

I'm not surprised at all the poor reviews that this place gets. Save your money if you want to go somewhere with your children and your family and have a good time this is not the place to go if that's what you want your experience to be. All I know is that I wish I would have read the reviews first before going here so I suggest you guys read the reviews first before spending your money here.

You never know what's going on in somebody's life Gabriel, thanks for...

Booked a birthday party online in January, for an August birthday. I specifically selected this location because we went to a birthday party here and had a great experience! The process of making the booking online was easy and I liked how I was able to add additional food to the reservation online versus waiting until the day of. Unfortunately, everything after this, was a poor experience.

The location is nice and it was clean during our visit. All of the staff was very friendly. They also offer alcohol which some Urban Air locations do not.

The poor experience after booking: it was so hard getting in contact with anyone from the location to confirm the party information and answer questions I had. I reached out a few times through customer service and online because each time I call the center, you reach a voicemail box then can't leave a voicemail. At one time, I did receive a call from the manager. The conversation at first was great. Gabe answered all of my questions, and told me on the day of the party if I needed anything another manager Liz would be there. Gabe did provide me his number at that time of the call, however, I did not save his phone number and I have a new phone. So, not having his direct number and not being able able to get ahold of anyone is frustrating since I was booking the party and even when there is an issue and there was no way to even try to get a resolution.

The day of the party, the manager on duty, was not Liz, but another manager named Marquita. She did do a great job during the party to provide a resolution she could during the time of our party, but to request some type of refund for the party needs to go through managers above her. She did give me an email address, but the email address was wrong. Gabe did call me back after my review was posted and asked me what type of resolution I was looking for and did offer a discount for a future party, but I declined. Gabe again was helpful, but due to my experience during the party and during our call, there was a lot of miscommunication from his staff. So, I declined. NO RESOLUTION was made. The refund during the party was for some of the food items. We spent over a grand and was not worth it. We were hoping for some type of refund even if that meant $50.

We paid the day of the party, before the party started, but only had 15 kids versus 20. We booked the party package that includes all of the park attractions and during our event there was a few attractions not working or available. For example the Sky Rider. I understand that breakdowns can happen or need to be charged, but the guests were not able to enjoy all attractions paid for. There was no silverware provided, UNTIL we asked for a manager. We had ordered a tray of fries part of the reservation and the fries did not get brought to the party UNTIL after we asked to speak to a manger. It was not delivered at the time of the rest of food. Again, Marquita did her best during our visit once we asked to speak with a manager. There was no dark pop available, so we requested Fanta because we were told that was an option, but that was also out of syrup. So, we ordered the sprite, but that was flat as well. We only had 2 options of drinks. This is not the party host fault at all or Marquita. If the center knew they had reservations booked for parties in advance, why not make sure the kitchen is fully stocked? We were not the only party there, on top of open play. Again, during my call with Gabe, there was clearly miscommunication within his staff.

Overall, our experience was poor and due to the difficulty of getting in contact with someone, I don't recommend to have a party here. I am also upset there was no resolution available besides a discount for a future party. Previously, I mentioned the staff was friendly, but now I know that they lied to Gabe, that also does not make me a happy customer and I don’t recommend this...

This place looks like fun, but I definitely didn't have fun going here. There are so many issues I have with this place. The first is the fact that it feels like a warehouse. The entrance is this long corridor that's split with a guardrail, the floor is sterile, and there's alot of metal and open space. The fact that there's so much open space and everything is very flat, creates alot of reverberation. Meaning this place gets very loud! Especially when there's a bunch of kids running around screaming at the top of there lungs. My ears were ringing after 45 minutes being there. The bathroom was atrocious. Toilet paper all over the floor, floor was super sticky, and it felt like an outside bathroom you would find at a gas station on a road trip. I felt unsafe being there. The fact that there was security walking around, people checking your bags at the door, and someone scoping out my bike (asking me how much I paid for it), just made me feel uneasy. Tons of teenagers hanging out at the entrance commenting on people going and coming just felt like they were trying to stir up something. Like at one one I was trying to leave and these 2 girls were hogging the exit and as I was passing they said "yeah, just squeeze through". The kids run rampant here. Screaming, jumping on things, running, smashing buttons on machines, it was chaos. I understand that kids should have a safe place to be kids, but this was a nightmare. Parents didn't have control of there kids. At one point a dad said "stop, don't do that" and the kid completely ignored him and continued doing it. However, my main purpose of coming was the stepmaniax machine. The machine was functional and had online capabilities. The price is 12 credits, or $3. However, you get 2 credits inserted (I guess for 2 players) and you get 2 songs. So in total that's 4 songs at base price. However, the pads were very sticky. It felt like a layer of grime on the pads. The noise of the entire place also makes it very difficult to hear the music on the machine. Especially since it's in the middle of the arcade area. But, what bothered me the most was how uncontrolled the kids were. As I'm trying to play my set of songs, kids kept jumping on the pads and running between the bars and parents were no were to be found. It was extremely distracting and I constantly worried that they were going to mess up my game or I was going to kick them as I desperately tried to focus what was on the screen. I was only here for a $10 worth of games, and I couldn't handle it anymore. My ears were ringing and I was extremely stressed out. On a side note, I didn't come here for VR, but that seemed to be shut down at the time, probably to prevent any damage from kids using it, or it was already damaged prior to today. The price is $1 per 4 credits, or a quarter a credit. They also give extra bonus credits for larger...