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Platinum Annual Pass Holder Perspective: UPDATE 9/22/2024: Returned and some items have been repaired , but still several broken. Updating below. I've sent several emails in the last few days to corporate and customer support about the ongoing issues and received no reply. The only reply I received was from the birthday team, apologizing for my issues and referring me to customer support, who again, has not replied. Updated review: As a family with an annual pass, our initial enthusiasm has waned after only three months. We had hoped that the park would focus on maintenance and improvements once school started and the crowds decreased, but conditions seem to be deteriorating. You will see that every review in the last 2 months complains of overcrowding, unsafe conditions, and lack of staff intervention. This has become a major issue at this location. Our last 2 visits have been especially disappointing. Bathrooms were untidy despite staff presence, and my 6 and 9 year old children were both hurt by older kids allowed to run recklessly on the ninja courses and trampolines. This has never been an issue previously. We alerted management, but no action was taken, forcing us to leave frustrated. Maintenance Concerns: * Laser Tag - now working but had to find someone to start game 2 times, as nobody was working station. * Rabids VR Game is broken (working now) * Giant Claw game nearly empty (Refilled but only a few left again) * Bathroom trashcan lock broken, posing a safety hazard. * Guest Wi-Fi non-functional. (STILL BROKEN) * In-house Wi-Fi unreliable, impacting operations. * Climbing obstacle safety sling inaccessible. (STILL BROKEN) * Power Spinning obstacle out of service for months.( STILL BROKEN, OPEN TO JUMPING WITHOUT ARM, NOT GOING TO VE REPAIRED) * Go Karts unreliable, hardly able to make it up the hill for double karts. (Based on charge, but some are on, others hardly move) * Inconsistent staff guidelines and enforcement, resulting in unsafe conditions (This is still an issue during busy times) * Child climbing area padding coming apart ( Still an issue) * Many areas of padding, and safety guards falling apart (Nothing changed here) * Trash everywhere - See photos (Hit or miss depending on the day) * Sanitation concerns due to lack of shoe restrictions near jumping areas. (THIS IS HONESTLY MY BIGGEST CONCERN, AND STILL PRESENT) * Supplied socks start falling apart and needing replacement after only 2-3 visits (SAME SOCKS, SAME ISSUES) We appreciate the variety of activities offered at Urban Air, but even as pass holders, the current condition of this location, is making us hesitant to return at all. Currently, Urban Air is still poorly managed and for small children (6 and under) I don't think it's safe.
This place was usually okay. However, I've recently been noticing a dip in quality here. Most recently, in the dodgeball area, there's a HUGE hole in the side netting that prevents a person from falling onto concrete. A small adult could fit through, let alone children (see my video). I've brought this to the staff attention once last week, and once yesterday, with a couple of them heading over to just look and do nothing. Dangerous apathy from the teenagers that work here. Other items from my one visit are pictured, too. Note the used bandage, wet wad of paper towels, and a non-functional piece of equipment that hasn't been running for the good part of a year now. Have your staff prioritize safety above all, please. Cleanliness is another kind of safety, too.
I brought my five grandchildren here along with their adult parents, myself and my husband. The go carts we’re not charged, even though we were first 5 to enter. they had only two people working the counter and they could not tell us how to add an extra ticket through the app. They were understaffed. This place was horrible. We finally left when three of the grandchildren were crying. Do yourself a favor don’t go here. They also charge extra for any of the arcade games. About only premium activity was the go karts. ( which didn’t work)
I was mislead by Urban Air Employees I took my two boys there in January, we were told that it would be over $100 for my two sons to play. Somehow I signed up for a 12 month plan. I tried to cancel the plan and could not find any way to cancel on their website. We made a trip into the facility. (See attached photo) to take care of the issue. We wanted to cancel. We had not been back to Urban Air since January. The floor Manager Ian looked at our account, told us. “I can see you have not used your account, I’ll get these taken care of and we will have to charge you for the first month. But we will be able to refund you.” We said “great thank you”. Then we waited about 10 minutes at the front desk. We thought Ian was returning with paperwork. Mike the “Regional Manager” came out and stood and did nothing. We finally asked if Ian was returning with paperwork. Mike did not take care of it. He told us that we probably would not get a refund. We asked who we can talk to and he said no one. That he was the regional manager and Corporate would not do anything about it. I explained our situation to him that our son had a torn ACL in January and we have not been back since. We were unaware of the reoccurring charge until recently and would like it corrected. Mike, stated they will probably not refund our money it is a 12 month contract. I have researched the website numerous times that leads nowhere. This corporation does not value or pay attention to the customer. This is apparent in the cracked glass door that is still being used and dangerous.
I’m sorry to say this because I was really excited about this place. 1. Highly overpriced in my opinion 2 adults,2 kids 5 and under and go cart tickets was $100 (that’s not including the $ for arcade games, drinks, food) 2. Not well maintained- this place is somewhat new but is torn up! The playground area is super dirty and torn up- See pics 3. Trampoline area not very big 4. Go karts struggle to go up the hill 5. Bathrooms are a MESS the soap dispensers are all broken, no TP, dirty A few positives 1. Staff is friendly and helpful 2. They have beer on tap for adults 3. Go karts are fun even if they’re not too fast