Customer ReviewsforUrban Air Adventure Park

Great facility, terrible staff. A couple of years ago we had a membership at this location. We went every week for 1 1/2 years. We loved the staff that worked there. They were just high caliber happy teenagers. They jumped to open up attractions and even played with our kids. They smiled at you and you just felt great when you left. About a year ago, we decided to renew, not knowing there was a new owner and Managers. Yikes! What a difference. One of the managers was extremely (snobby?) and the staff were unwilling to open attractions without rolling eyes, laughing at you with other employees, and just letting you know how much you are putting them out. We've gone 4 times in the last year because of this. Yesterday, they were so rude, again. We have the premium pass. We went at 4p when it was dead. There were 4 girls standing around talking, including the lead. Doing nothing. The same thing as the last year. Eye rolls, letting know how no one likes to open the rock climbing wall, etc. 2 female employees walked off when we we asked to laser tag. They said they wouldn't open it until 5p. They were very busy...talking.We had a group of kids we rounded up and they literally had to chase down the lead until she sent a guy over to open it. He was the same guy that opened the other attractions and was very nice. None of the other 4-5 girls would do a thing, except stand in a group talking, throwing daggers at us and giggling. We cancelled our membership yesterday, realizing the owner and Managers over there are not doing what they need to do to Ensure paying customers are having a good experience. We did even talk to the managers 2 of the other times. They made the staff open things but it was like pulling teeth. paid like $125 a visit average. What a waste. Very stressful and ghetto. Nice facility but just know you'll be in for mean girl treatment. Don't expect to get attractions you paid for open either. Wouldn't let these people hook my kids into sky rider. Yikes

I'm sorry to hear about your recent experiences at our facility. As someone who values customer feedback, I appreciate you taking the time to share your concerns with us. It's disappointing to hear that the level of service you received did not meet your expectations, especially considering the positive experiences you had with our previous staff.  We employ over 80 young teens, half of which have been with our company for over 12 months.  It saddens me to hear that you felt discomfort caused by the behavior of our team members. Providing exceptional customer service is a top priority for us, and it's clear that we fell short in this instance. Rest assured, we take your feedback seriously and will be addressing these issues internally to ensure that similar situations do not occur in the future.  We employ many young teens as their very first job and we will be taking proactive steps to address the issues you've raised, including retraining our staff members on customer service protocols and fostering a positive and welcoming environment for all visitors. 

When signing up for a membership I was told I could cancel at any time also I can use at any location. Couple months passed and I cannot cancel nor can I go to other locations. Staff needs to be trained properly to be given correct information. Now Im stuck paying for a membership for a whole year and only use at this location

Team members are unable to sign guests up for a membership at Urban Air.  Guests have to sign themselves up and agree to a 12-month membership on multiple occasions in the sign up electronic paperwork before entering a credit card number to become a member.  There are no hidden terms.  It states "this is a 12 month membership commitment".  

When you go into an establishment and asks employees about membership and the employee states yes you can cancel you trust their word. When you call the company and the store to give you a call back to cancel within the same day and hear no response from them.