Urban Air Trampoline and Adventure Park

FILTHY!!!!! This place has gone downhill. I believe it has NEVER been cleaned. The whole place is filthy and smelly. The toddler playground is full of trash, even chicken bones! Gross! (I posted pictures). There is never an employee preventing bigger kids to enter the playground, which is supposed to be for kids up to 51" tall, so the toddlers are constantly being run over by pre-teens. The trampolines are also dirty and the floor is always sticky. They need to hire a cleaning company, as they have no clue about how to properly clean. I keep filling their surveys after my visits, but they do nothing about it anyways. I purchased membership and I'm stuck with them until the contract ends.

Urban air was so lovely! The kids had an amzing time especially with the lights off, the glow in the dark experience was phenomenal, the staff even provided glow sticks for all the kiddos! The park was well maintained, the cafe was extremely friendly and most importantly the management was on top of it and ready to assist us with anything we needed. Would recommend for a fun day with the kids.

We reserved our son's birthday party at this venue. On September 16th, 2023, I accompanied my father to inspect the location and finalize the booking. Unfortunately, he was unable to view the premises due to the elevator being out of service. My father, who is permanently wheelchair-bound, faced difficulties accessing the second floor, where the party room is located. Despite being assured that the issue would be promptly resolved, the elevator remained non-functional when we returned for the party on December 16th, 2023. Inquiring with the front desk, I was informed by a staff member that they were skeptical the elevator had ever been operational. Disappointed and seeking resolution, I requested to speak with the supervisor, but regrettably, they failed to make an appearance.

We really enjoyed our time at Urban Air. I like the two packages offered and discounted price for under 5 since the littles can’t do all of the activities. My son and his friend enjoyed running around on a Saturday afternoon, and there were PLENTY of spaces nearby so parents watch the kids. Our boys had a ton of fun, and I love how the layout of the place allows me to easily find my child when he’s exerting his energy.

On my daughter's birthday, we experienced an incredibly disappointing and upsetting incident at your katy branch. We have been loyal members for nearly a year and booked a room specifically for her birthday celebration, referencing reservation # 466918 for confirmation. Unfortunately, one of your staff members, who identified himself as Kyle though lacked any badge identification, displayed unprofessional and disrespectful behavior towards our family. Despite our small, 10-pound dog being securely contained within a bag and causing delay in take her out, Mr. Kyle chose to confront me loudly in front of my daughter's guests. He demanded we leave the premises and dismissed our concerns, stating he was unconcerned about our feedback. This upsetting situation made my daughter cry on her birthday, casting a shadow over the entire celebration. When I requested to speak with the manager, Mr. Kyle surprisingly claimed to be the manager himself. This raises serious concerns about Urban Air's leadership and commitment to customer satisfaction, particularly in entrusting such a crucial role to someone who demonstrated a complete disregard for our well-being and the celebratory nature of our visit. Having visited Urban Air locations in other cities, I have never encountered such rude and inconsiderate treatment. I strongly urge you to re-evaluate your staff training to prioritize customer respect, empathy, and understanding, especially when children are involved. No family should be subjected to the emotional distress we endured on what should have been a joyful occasion. My suggestion to other families is to carefully consider alternative venues for celebrations, while I encourage the Urban Air team to take immediate steps to address the concerning lack of professionalism and customer care displayed by Mr. Kyle and the inadequate management response. Thank you for your time and attention to this serious matter.

Despite website saying it closed at 9, half the attractions closed at 8 even though the pass that allows us to go on those attractions was still available to purchase at 7. Therefore we payed for the more expensive pass and weren’t able to go on the attractions we payed for. After asking the staff they wouldn’t let us have a refund and were rude about it.