Urban Air Trampoline and Adventure Park

This place is going downhill it seems :/ Sad. All of these workers, but there only seem to be handful actually wanting to work. Nothing against the teens that work here, some just really need better training (unprofessional) and they need to have managers on staff at all times in my opinion to help them out. Some are very nice though! See pic: It was 7:22pm (we were looking for assistance) and no one was at the front. They close at 8pm. And also, no one seems to ever be in laser tag (broken laser guns, etc), kids just go in there and do only God knows what, so at your own risk. We are paying money for an experience, and it’s lacking.

Mar 30, 2025 · Ali Mc

This was our first visit to Urban Air, and unfortunately, it will definitely be our last. My sister and her family came to visit, and we wanted to end their trip with a fun activity for the kids. We've been to numerous trampoline parks since my five-year-old son absolutely loves them. Urban Air was one we hadn't tried yet, and I can confidently say it was the worst experience we've ever had at a family entertainment venue. Within the first five minutes, my son tried the obstacle course. A sharp metal spike protruding from the netting snagged his pants, causing him to slip sideways and become stuck, dangling dangerously above the ball pit. Thankfully, I was nearby and managed to climb over to help him. The metal spike tore completely through his pants and pull-up. He's potty-trained, but since I anticipated a busy day, I had him wear a pull-up for extra protection—thank goodness I did. Without it, he certainly would have needed stitches. I immediately took my son to the front counter, explaining the situation and requesting a refund since my child no longer had pants or underwear. The teenage employee appeared confused and unresponsive, turning to help another guest instead. I was forced to leave the facility to buy diapers and pants from nearby stores. After about 45 minutes of shopping and dressing my son, I returned to speak to the manager. He refused to issue a refund, stating that we had already been there an hour. Even after explaining most of that time was spent replacing my son's clothing, the manager insisted their no-refund policy was strict and would not be adjusted for any reason. When I requested to speak with someone above him, the manager provided a corporate phone number and email. Corporate customer service informed me that had I purchased tickets online, they would have processed a refund immediately, but since I bought them in-store, I had to wait for a callback from the General Manager. They assured me that a message was sent, but after one full week, I have yet to receive any follow-up call. Not wanting to completely waste our money, we tried to salvage the day. My sister stood in line with my son for the go-karts, only to be told by staff—after waiting patiently—that no double carts were available, even though we'd clearly seen single riders incorrectly occupying double carts just moments before. We were told bluntly we'd have to rejoin the line, and at that point, we had enough and decided to leave. On our way out, we overheard management sending employees home despite the park clearly needing more staff. Employees were visibly upset and even argued about wanting to stay and work. During our brief stay, we witnessed multiple children unsupervised, fighting and hurting one another due to lack of adequate staffing and supervision. If I could give Urban Air zero stars, I absolutely would. From unsafe equipment and inadequate staffing to indifferent customer service and management, the entire experience was profoundly disappointing. Save your money and your peace of mind by going literally anywhere else. **REPLY TO COMMENT - Thank you for your response, but with all due respect, if safety and customer care were truly priorities, someone would have followed up with me as promised by your corporate office. It’s been over a week since the incident, and I have yet to receive a single call or message from the General Manager, despite assurances that I would. A child could have been seriously injured due to unsafe equipment, and instead of urgency or accountability, I was met with indifference, refusal to offer a refund, and a lack of any meaningful resolution. Your public response feels performative when there has been zero direct outreach. If your team genuinely takes this seriously, I expect immediate follow-up and a review of both the incident and your handling of it. Guests deserve more than a copy-and-paste apology after an experience like this.

Mar 31, 2025 · Rebecca Booth

My grandson's birthday party we came from Vero Beach so he can have the best day at Urban Air the adults even had fun we all got bands so we played on everything really good investment.

Dec 27, 2024 · Sherrie Nunziata

We paid for a private room for my sons birthday party. We had such a great time. The host Jayden was amazing. He was very attentive and made sure the kids were taken care of and that everything we ordered was correct. We would definitely do it again.

Apr 06, 2025 · Osvaldo Rodriguez

This was our first time at an Urban Air. My family and I were vacationing in Florida. If you are thinking about going, don’t. Save your money and do something/anything else. My nephew almost ended up in the hospital. The ball pit for children had a sharp metal spike that snagged his pants. This metal spike ripped through his pants and diaper leaving a giant whole in has pants and half his diaper in the ball pit. If he hadn’t of had all that padding on he would have been seriously hurt. We had to leave Urban Air and buy new pants and a diaper. We asked for a refund and wanted to leave because this happened 5 minutes into being at the park. No one cared and they refused to help. They directed us to corporate, then a manager, then back to corporate and back to a manager. We got nowhere…. No one cared this happened to a handicapped child. We decided to make the best of this and continued to stay at the park because they would not refund our money. However, things only got worse. Urban Air sold us a deluxe ticket to my nephew but wouldn’t let him on any of the rides because he wasn’t tall enough, but no one said anything when they sold us the ticket. Because my nephew was autistic he really didn’t understand why he was being told no and wasn’t allowed to do something other children were allowed to do. My nephew is autistic and struggles with wearing shoes and clothes. We had special gripping socks that he would wear that we bought special but Urban Air refused to let him on any rides because he wasn’t wearing Urban Air socks. We ordered food that took 30 minutes, but people that ordered after us got theirs before us. I waited in line for the VR experience for 30 minutes with 2 people ahead of me. They had 4 VR headsets but only 1 worked. We waited on line for 45 minutes for the go carts. When it was finally our turn we were told they didn’t have any double go carts. My nephew was devastated. We had to leave. As we were leaving we observed management sending employees home that wanted to work. The employees were very angry and fought management to stay and work. Urban Air didn’t even have enough employees to man the rides. During our stay we saw children fighting and hurting one another… I wish I could give a worse rating because this was place was terrible. But hopefully I can prevent this horrible experience for another family.

Mar 21, 2025 · Chevelle Crilly