Urban Air Trampoline and Adventure Park — Attraction in Winston-Salem

First time visit after purchasing a year-long membership for our son and us two parents. I'm possibly regretting it, as I'm already seeing the broken, out of order things and lack of customer concern for the value and transparency of money paid before knowing. Allow me to explain. My son had attended a birthday party here several months back, and one of the things he was able to participate in was the VR. For his birthday, we purchased a year-long committed monthly pass so we could bring him her often because A. He loved it so much, and B. We had frequented others in Winston-Salem and Greenboro and over the last 2 years they have taken a real turn for the worst and even though this is my first time here, this facility is well on its way to becoming a half functional establishment that will alienate the customer base. The other places had go carts that no one would ever operate even though they would sell you tickets for lack of staff. They eventually replaced half of their attractions with pay video games with a few bouncy castles. Nope. No longer went. Other places did similar things with more expensive admission and fewer attractions and more. So here we are all day my son was talking about VR, VR, VR. We arrive, and my son shows me around. He does the ball pit. We do the go carts (2 min rounds per), and we were waiting for the VR to open and final we asked and employee. "Oh, the VR doesn't work." "How long will it be down?" "It's hasn't worked for a long time." Awesome. An upset 8 year old and two parents who purchased the membership that INCLUDES the VR. It also includes the bumper cars, but that is the only other thing that my son is interested in as everything else is height related, and he is afraid of heights. No mention on the website about the down VR, and a very "shrugging " response from employee. Also one of the things that you are supposed to jump into is broken and looks rather dangerous, and nothing is preventing people from using it. My wife witnessed a small girl actually jump into it, and she was not hurt but struggled to get out bc it wasn't functioning. Overall... I'm regretful for reading a website and I guess... believing them on their actual attractions that are functional. This is how it begins, though. One thing is broken, another attraction indefinitely down... people will stop coming as they should because this type of business practice is unacceptable. In the meantime, we're on the hook for a year with hopes they will fix the things promised.

Proceed...

I attended a birthday party for my granddaughter and was told upon entering that I needed a waiver even though I had no intentions of jumping. My daughter and I filed out a waiver and went to the party room. The girl at the front who initially told me I needed a waiver informed the general manager Lando. He came and spoke to me again telling me the same thing she said. Mind you I already completed the waiver and handed it over to the host. Three staff members then went to the party room and questioned all the adults to see if they had a waiver (They said, I don't know because I was still at the front waiting on another grandson). Anyway, they came back to the front and asked me my name and had only my waiver in his hand. Mind you I've been here several times and I have never filled out a waiver to sit and wait. I felt singled out because he only had my waiver in his hand. Then he is talking to me with other subordinates right there. Yes I was offended and I felt threatened and singled out because more than one worker kept asking me the same question.

A sign needs to be posted that everyone including adults need to have waivers. Also when the parties are set up, they should inform people that a waiver is required for everyone not just for those who are jumping!

Lando the General Manager said he doesn't know why I'm so upset. Well if the shoe were on the other foot he would feel singled out as well. Well I guess we will take it business elsewhere now!

Also, one of the male workers stood behind the manager and the female worker with his arms crossed as if he had anything to do with it. Sad part is I spoke with some other adults and they didn't complete a waiver at all, they just walked in for a different party.

The kids did enjoy themselves, Some of the staff and General Manager(Lando) were the issue for me. I told Lando I knew how to take care of the situation and he told me to do what I needed to do. So I wrote...

My family and I went last Saturday and we had a blast. It was a relief to see that they were checking temperatures, making sure you had a mask on and capacity check. The young lady told us we made it just in time because they were at capacity. When you get there you must do a waiver at the station. Next time I will do mines online. Also at the station you can purchase your tickets there with a card. So once we got to the desk, they put on the bands and gave us the socks. You must wear their socks which were $2.99 each and they are yours. If you are jumping with your child(s), you get a parent pass for $4.50 or if you’re only spectating it’s Free but you will need a band. My family didn’t know the bumper cars wasn’t including in the deluxe so we had to upgrade. From Deluxe package to Platinum it’s $10 also our time was upgraded to another hour. They have so much there, they we didn’t get on everything cause my son and his cousins wanted to play in certain areas. They are only four years old so once I showed them the trampolines we headed to the back. Now it’s much darker near the dodgeball trampolines and regular trampolines I wish there were more lights. The only thing that they had a lot of was the ninja course. Which caught the kids eyes because they also saw the balls. I wish they the plastic balls near the kiddie area because me and cousin had a hard time getting them off the ninja course.

So I recommend Urban Air have a small pit with plastic balls only for the kids under 6 years. They loved jumping into the pit but also put it in the kiddie area.

I’m glad the kids got enjoy it so the next time I’m in town we will be going again. I wish Richmond, Va had an Urban Air because I wanted to get on the sky rider and do the...