UrbanAir networksReviews of urbanair.com

BUYER BEWARE!! Be very careful before signing up for an Urban Air membership. The 12-month contract is not clearly disclosed, and what they don’t tell you is that making changes to your membership can restart your entire 12-month commitment. That’s the kind of policy customers deserve to know upfront, not after they’re already locked in. To make matters worse, the customer service is some of the worst I’ve experienced. Representatives were unhelpful, communication was poor, and resolving a simple issue felt impossible. It feels like the company is more focused on keeping customers locked into contracts than providing good service. I won’t be renewing and would not recommend the membership to others.

How a company representative conducts themselves when faced with a misunderstanding or frustrating situation says a great deal about that company. My experience with Rachel Graber, Regional Director at Urban Air Adventure Park, was the most upsetting and unprofessional interaction I have ever had with a vendor. My sister had booked a large party at Urban Air in Plymouth for approximately 100 guests. As the party date got closer, I stepped in to help her with final details. About a week and a half before the event, I contacted the events office and asked if I could see the space because I had never been there before. I was told a manager could meet me, and the walkthrough was helpful. Afterward, I sent an email outlining the setup we wanted, which I believed consisted of requests that had already been agreed upon. It quickly became clear there was a misunderstanding regarding tables and space that were available to us. Instead of explaining what could and could not be accommodated, Rachel called me and proceeded to berate me. For roughly 15 minutes, she raised her voice, accused me of demanding a walkthrough and expecting her team to drop everything for me, even though I had simply made a request that her team approved. In a hostile voice she asked, "Why would we ever let you use all those tables?" She repeatedly emphasized how much time our event was taking away from other priorities. I attempted to apologize for any misunderstanding and redirect the conversation toward solutions, but that did not seem to matter. Rather than discussing options, costs, or limitations, I was met with more criticism and hostility. At one point, Rachel offered to return our deposit and cancel the event less than two weeks before the party. When I explained that we did not want to cancel, she indicated that she could cancel it herself. The moment that stayed with me most was when I mentioned that communication on our end may not have been perfect because my father was in the hospital. Her immediate response was, "I don't care. I don't care what's going on in your life." Mistakes happen. Misunderstandings happen. What I cannot overlook is the way I was treated. I ended that conversation feeling shocked, rattled, and completely disrespected. I would never expect perfect service from a vendor, but I do expect to be treated with basic professionalism and courtesy. I would never recommend working with Urban Air. Rachel was not just representing herself during that conversation—she was representing Urban Air. The way I was treated left me with a negative impression of the company as a whole.

We had a birthday party at this location last night. The GM was grossly inept and mishandled what was a serious situation which ultimately ruined the party. One of the employees touched my daughter’s neck inappropriately after she was already suited up in her harness. He made comments about how he could braid her hair and also spoke to the girls about the Nirvana song R&$@ Me. Completely inappropriate. He was also flashing his stomach at the children. When I spoke with the manager, she moved him to another area with primarily smaller children. My daughter and her friends could not enjoy the evening and I also was worried about everyone. The GM hid in the back instead of handling the situation. She didn’t check on us or take responsible actions. She told me she was going to call the cops on me for using the F word when I asked her to do her job. She also sent the host of our party in to ask us to leave when the kids finally sat down to eat. The situation was GROSSLY mishandled and off putting. When we left I had to request for her to come to the front. I told her we would not be paying due to the fact that they did not really play due to all the drama. She started shouting “you will be paying” repeatedly. Then ignored me when I asked her how to settle the matter. She was unable to produce the DMM or Owners name. I would appreciate if an HR employee would get in touch with me. I fear that something worse may happen with this mismanagement and allowing these two employees to continue at this location.

Employees were teenagers. They were unkind and the bumper carts took 2 hours to open, and when they finally did, they said it had to “charge”. They literally drove the bumper cart back to the station and it looked fine even though they said it needed “energy”. And here’s the thing, the platinum pass wasn’t worth it. Most the things were inconvenient, or just broke. The teens were more than just exasperation and annoying. Laser tag was no good either. They kept the straps even though they didn’t work. The lady was not helpful and just told us to check if it was and barely even helped us with whatever we needed. It felt vexatious. Kids seemingly broke the rules yet the team members didn’t care. They literally watched them do it and enforced zero rules about it. No thank you, no greeting, just them with a straight face just not even caring about anyone or anything. The place is good, and fun too, but the employees are aggravatingly unhelpful, and they seemingly let the staff just do this? Please, no.

After paying for 10 children to come into Urban Air and purchasing food for over 18 customers. Couldn't believe we were not allowed to bring in cupcakes.

Horrible. They allow zero flips! That defeats the purpose! Play at your own risk? But there is no risk with all those rules. Like I didnt know we lived in a world of fear where kids cant go have fun. This is a horrible place. Food is overpriced and took 45 minutes to get for 3 people.

First I paid additional for my 8 year old daughter to be able to use all the attractions. They told her she was too small to do so. I put her against the measurement wall and her head was less that 1/2 inch under the line??? Then my 5 year old daughter injuries her leg because they allowed a 6'2" 190 pound adult male bounce all over the place and run at full speed in the kids bouncing area. I should have left at this point. Next I go to the bathroom for 3 minutes and my 8 year old is crying and dragging herself off the trampoline. I had to carry her out of the building to the car. As of today she still cant walk properly. I was told they would call to check on her later that day.... never happened.

I WILL NEVER REFER ANYONE TO THIS PLACE. I WAS THERE ON A WEEK NIGHT. THERE IS A WORKER THERE HER NAME IS IVY. I WATCHED HER ALLOW THIS WHITE BOY (A BULLY) TO BULLY A LITTLE AFRICAN AMERICAN BOY PLAYING BASKETBALL HE WAS EVEN CALLING A LARGER AFRICAN AMERICAN BOY THERE A FAT a$$ AND TELLIMG HIM HE WAS FAT. I WENT TO FIND ANOTHER MANGER AND A GUY NAMED JOSEPH TOLD ME IVY WAS THE MANAGER, SO I JUST WALKED AWAY. THE ENTIRE TIME SHE ALLOWED THIS WHITE BOY TO BULLY EVERYONE. WHAT KIND OF PLACE IS THIS. I WAS WATCHIG MY LITTLE GRANDAUGHTER VERY CLOSELY. i AM NOT SURE OF DATE BUT IT WAS DURING A WEEK DAY,