|5757 Texas 205, Rockwall, TX 75032, USA
|10AM–8PM 3–8PM 3–8PM 3–8PM 12–11PM 10AM–11PM 10AM–8PM
In every confirmation invoice email I received from UA, it said that UA would start setting up for my event 15 minutes before the scheduled start time, which was 3:00, so 15 minutes prior would have been 2:45. When I arrived at 3:00, my table had not even been started on. I waited until 3:08, at which point I had to stop an UA employee and ask for my party host. He went to check to see who my host was and when he came back, he said that the host was busy with another party so he would get someone to start setting it up. He then returned and started setting up the table himself. I expressed my sincere frustration to him because the table was supposed to have already been started on at 2:45 and completed by 3:00. But here I was at 3:15 standing around a non-decorated table with a bunch of teenagers AND THEIR PARENTS, feeling pretty darn embarrassed because not only was the table not set up yet, but also because we didnt even have wristbands yet for my child and his friends to go start jumping. After I expressed just a sliver of my frustration, the young man said that he would have the party extended. When it became close to 5:00, my host mentioned the party coming to an end. I told her the young man said he would extend it, so she said yes, the jumping was extended to 5:30, however, the use of the table would continue to end at 5:00. I knew it was not the hostess fault for my table not being ready and UA over booking her, so I did not share my anger with her. So now that youve asked for my feedback and response to your survey, Im going to be brutally honest. #1. I was frustrated that my table was not even set up when I arrived at the scheduled event time of 3:00. #2. I was more frustrated when I was told that my host was busy with another party. I mean, I was paying over $200 for YOU to set everything up for me so that I could enjoy a "stress-free service". I understand that I did not have a private party host and that she began assisting another party an hour before mine, however, if one party host cannot handle two or more parties at one time, then you should reconsider your way of operation. #3. I was infuriated when my host told me that my kids could jump until 5:30 but the use of the table ended at 5:00 because again, my table was not event set up by 3:00 when it was supposed to have been. It was after 3:15 before it was even completely set up. Therefore, I did not even get the full 2 hours use of the table that I had paid over $200 for! #4. A picture at the photo wall was not given to my birthday kiddo. I will DEFINITELY NOT recommend Urban Air to friends nor family unless Urban Air finds a way to correct the mistake they made during my childs birthday party that I paid over $200 for.
Over a period of a month we attended three parties at Urban Air, one being our own. At the initial party in December, I was so impressed with the services, the attentiveness of the host and overall experience that we immediately booked our daughters party there for mid January. Sadly, we did not receive the same experience for our daughters party. Upon arrival we were directed to our table....nothing was set up and a host was no where to be found. I went back to the counter and asked and they told me the hostesses name and had to track her down. When she approached me she said "I totally forgot about your party." Not something we want to hear after shelling out a lot of money and preparation. We quickly put the table together- which was honestly me doing all of it. Thank goodness I arrived a little early to get this done.... I even had to grab the board for my daughters name and bucket for shoes. As guests arrived, our hostess was no where to be found; hence causing them to wait around until I tracked her down to ask for a bracelet and waiver. We finally just told the guests to go play and when they come back maybe shed be here. :-/ It improved a little during the final 45 minutes of our party but not much. In addition, I had to let them know that the girls restroom was a mess- toilet paper and trash everywhere, low paper, etc. We called to confirm pizza as was confusingly directed in confirmation email- and I had to call 5 different times to get through. I left two messages. Also, no one brought it to our attention that chaperons could have a bracelet, until we asked. We went to a party the very next weekend and it was polar opposite than our experience, as was the initial party. The hostess never left the table, was very helpful and it was like night and day. Of course the actual facility allowed for a fun time, but overall, I was very disappointed in our party experience.
We attended a birthday party. Large facility with lots of room. Party was great for the most part but would recommend the party host be more engaged with party. No organization to party events the kids just kind of did what they wanted until called for cake etc. Promised time for our individual party to play Dodgeball but kids would have been all mixed in with other non party attendees so kids didnt want to go in because the other kids were bigger and rough players. Our group was mostly ages 8 and under. Area for really small kids was not manned very well so we didnt use it either, as well as other areas too i.e. Basketball and main jump area especially for the size crowd in the building at the time. We chalked everything up to them being fairly new and maybe needing to develop better party packages (i.e. for $15 per kid all they received was a bottled water? no other snack like pizza, chips or ice cream unless you paid yet more $$, could have purchased my own case of water for a lot less than that and had "2nds" for kids to have) planning and training their hosts better to be more interactive. Thought for the all money that we paid we could have received better service and party package. Still trying to figure out what exactly we paid for. . .???? $$$$$ for kids to just jump on a trampoline for 2 hours???? Perhaps will buy my own trampoline for backyard and spend a lot less (with a bounce house too) especially for what was paid and probably have way more fun too which includes games, food, prizes etc!
Now for my rant... Although we had a great time jumping I will not be returning nor do I recommend anyone else going. The service was by far the worst I have ever experienced! There was no host, no help, but a lot of demands. WE were not given the same service as OTHERS and yall can read between the lines. Although Im sure we paid ten times more than them but anywho. To top it all off someone put their hands on one of our children and when we said something about it WE became the "irate" customers! Smh... So for all parents if you plan to have a trampoline party... DONT CHOOSE URBAN AIR TRAMPOLINE PARK !! They dont care how much you spend.($650) - _-.. Once they take your money you are officially on your own. The staff isnt professional and the general manager looks like she works at McDonalds part time! Smh! I seriously recommend they close down and rehire a new staff. We have land in Terrell and pass this place frequently so for his birthday we decided not to have a big bash at the house and allow him to have it there because of the reviews but looking at the reviews I can tell you now there is a distinct difference in the jumping experience and the staff. The jumping experience is great but the staff is horrible. With as many employees they had standing around you would think they would take more pride in their jobs but its obvious from the host, cashiers and ALL THE WAY TO THE GENERAL MANAGER they are clearly there for a paycheck.