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Kristin Whitley Neubergervia Google

about 1 month ago

My sister and I had a ridiculous experience at this Urban Air location today. We both have kids between 2-6 so we frequent places like this, including the Urban Air in Bee Cave. We arrived just after they opened an paid $75 for ourselves and our kids to play. We told them we had our own socks, as any of these places require grip socks. As our kids went to play the came back and said they were told the couldn’t play because the had non-Urban Air grip socks. In 5 years of going to parks in and out of state, I’ve NEVER had a park require their brand socks, including the Urban Air in Bee Cave. So we asked for a refund because we didn’t see why we should be forced to pay for socks when we had appropriate footwear we were told no, even though we hadn’t even played nor were we told when paying. Mind you, the weren’t yet staffed for all the experiences we had paid for. The manager Gilbert was not at all interested in customer service or explaining the reasoning for anything. If we were wearing normal socks or doing something unsafe, I understand. But this is clearly a money grab. The irony being the socks from Altitude Trampoline Park and SkyZone had WAY more grip material than the Urban Air ones. I won’t be returning to this location again and will tell my friends to go to the Bee Cave location going forward, who are incredibly friendly by the way.

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Alexia Monrealvia Google

about 2 months ago

Urban air is the best place to go! If u need a little break from ur kids, urban air gives u that and garantes the safety of your kids as well so its a win win. I had the best experience and my kids had a very good time. Staff is also very welcoming and hardworking! #urbanairsthegoat

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Nicolas Esquivelvia Google

about 2 months ago

Very disappointed with our experience at Urban Air. I was charged twice for my purchase, and despite showing the employees my bank transactions as proof, they repeatedly told me that my card “didn’t go through” and insisted that I needed to pay again. Under pressure, I paid a second time. Moments later, they received confirmation that the first payment did go through after all. Yes, I eventually received a refund but not a single apology from anyone. At the same time, I was trying to upgrade my kids’ wristbands. This could have been a great opportunity for the staff to show empathy and help smooth over what had already been a very embarrassing and frustrating situation at the food court. Instead, once again, there was zero empathy, zero customer service, and zero effort from the employees. I understand that mistakes happen, but how staff handle them matters. Unfortunately, the employees showed no concern, accountability, or professionalism. Hiring very young staff isn’t always a problem but when issues like this arise, proper training and customer service are clearly missing. My kids love Urban Air, but after this experience, it may be time to look for somewhere else that truly values its customers.

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Hasan Mujtabavia Google

5 months ago

came here on school holiday and it’s practically empty, there is staff but no one is available to help for the premium rides. And after waiting for 15 mins in an empty queue they have the impunity to impose limits on premium rides. Glad I did not take membership, but feel this experience is not worth the money. I can’t believe this is happening third time in a row, where we are just being passed from one helper to the next in a practically empty venue. Very disappointing

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makenzie giffordvia Google

5 months ago

This was hands down the worst experience. I grew up a gymnast and a cheerleader so places like this were my happy place. The staff was undertrained and the park was flooded with little children under minute supervision. We were interrupted multiple times by staff saying we can’t “flip” and it was “stated clearly on the signs”. Which is untrue, the signed all said no double or triple flipping. There was a child that was injured by another ADULT that was not part of my party. She had left the injured child abandoned in the section that I was in with my sister with a staff member less than 5 feet away and did nothing. As we assisted the child and helped him up to assure he was okay with fist bump, where was the staff, and where was the parent? After we had been interrupted for the last time I had asked for a refund back, gathered my things, and then was verily assaulted by the clueless parent outside. Run a better organization, train a better staff, and be a better parent.