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January 2025 by Alma Pineda
Slow ck in. Not enough workers. Slow service at food area. You need more workers. It's not fair to the few kids you have working.
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December 2024 by Iris Torrez
Such a fun experience w my kiddos!!!! It was reasonable and the staff was very friendly!!
It’s an amazing place to spend family time the atmosphere was amazing!!!! Please go if u never have!!!!
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December 2024 by Ilse Arroyos
Will at First was good, we find a table, we order food, the First order take 30 minutes to be ready, the second order took 45 minutes and that's because I ask what happened with my order, there's no refill on the fountain sodas, you need to buy another soda to get another drink, keep in mind all for the kids 4 kids. And the manager was so rude with us.
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December 2024 by Rey Jjj
slow and dissrespectful staff, overpriced, and just not worth it.
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December 2024 by Alejandro Barney
I recently hosted a kids' party at this trampoline park, and unfortunately, the experience was disappointing. Four of my nephews were unable to attend, leaving me with unused access bracelets. When I asked if I could keep them for future use, I was initially assured that I could.
However, after I paid the remaining balance and even tipped the employees, I was told that I could not keep the bracelets. The staff then suggested that if I had an issue, I should file a complaint with HR, making it clear they wouldn’t assist me further.
This was incredibly frustrating for two reasons:
Miscommunication and False Promises: Being told one thing and then the opposite within minutes is unprofessional.
Unused Access Policy: The bracelets were part of my party package, which included access for up to 15 guests as part of my platinum membership. Since not all bracelets were used, it’s only fair to allow them to be redeemed on another day.
I hope the management reviews its policies and provides clearer communication in the future. Until then, I cannot recommend this park for hosting events.
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December 2024 by Rando TheCitizen
Yuri was absolutely perfect!!! Our party was attended to fully and never wanted for anything. She was attentive, polite and engaged in conversation whenever she was approached by a child. The manager was top notch as well. He had no problems accommodating the military discount as well. Overall an excellent experience, will definitely be coming back again
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December 2024 by Meridith Hall
**Honest Review!**
The price for a whole day is great, and they offer many cool adventures. However, there were several issues during our visit:
1. We had to wait about 15 minutes to access activities other than the ball pit and trampoline.
2. The wait time for food was frustrating when placing an order; it took 15-20 minutes for an order. They are seriously understaffed in that department. For 4 Dippin' Dots and one water bottle, we ended up paying $24, which felt way overpriced.
3. One of the young men working there yelled at my husband about some balls outside the ball pit, which my husband had nothing to do with. This employee also incorrectly told my son he could only ride the go-karts once despite having the platinum band. I spoke to the manager, who was lovely and clarified that the employee was mistaken. Additionally, the young man yelled at kids who were roughhousing instead of simply correcting them calmly.
We will not be coming back. It felt like pure chaos!
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December 2024 by Joel Meadows
I’ve been to a few locations in different cities and Midland was absolutely the worst. We were there the day before Thanksgiving and it was not very crowded to my surprise. However, our kids still had to wait in line 20+ minutes for a few of the attractions even though there were no other kids in line. Most of the staff seemed to be working two different jobs and had to leave their post for a while to help with something else. The manager looked about 20 years old and was not very friendly when we expressed our frustrations. You could tell that she didn’t care at all what we were saying. I won’t even mention how dirty the place is. Save your money and go elsewhere.
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November 2024 by Ashtin Baeza
We paid well over 140 dollars here. It is absolutely disgusting! Filthy and overpriced!
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October 2024 by Lynette Dominguez
Kayleigh I believe was her name. We had a party for my friends daughter and she was so amazing. So attentive and hard working. She was so friendly and helpful for it was our first time at urban air. My son was so happy and excited for the fun. Thank you for hiring someone with such a nice work ethic. She made it so much more enjoyable 😉
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October 2024 by Thalia Pacheco
I waited over 1 1/2 for 18 wings, to get told “We haven’t put them in”. Spoke with almost 6 different people regarding my order, and NO ONE seemed to know where it had gone when my # got buzzed. All I got was, “I’ll place it in and it’ll be out “.
I asked to speak with a manager up front since the back (Cafe) had no one what their job role was, or any proper customer service which one of them told me “I don’t wanna hear it”. I was told her name was Krysten??? I waited and no one ever came to the front, was told she’d be right up, but all I saw was a previous lady I had seen on a cell phone in the back (Cafe) come to the front do a double look and went towards back. I’m guessing she was the manager?!
Still trying to get a hold of a manager to just let them know better customer service is needed and this was unacceptable and the lack of knowledge these employees had for working here, was wild to me. I doubt I’ll get it, but at least I was able to get a refund on it.
This place needs better managers onsite cause clearly the ones that were there don’t know a thing about good customer service or management !!!! I’ll stick to driving 35 minutes to Odessa rather than this crappy place!!! Do Not recommend.
Came in at 5:15(signed waiver before coming in) stopped by cafe around 5:45 and didn’t get a refund till about 7:10pm.
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October 2024 by Bruce Newsome
Expensive for a few good features and a few hours of opening per day, staff are hit and miss in their helpfulness, rides are hit and miss in their availability. Beware of monthly subscriptions. I am leaving West Texas, but the manager refuses to release my subscription for 12 months
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September 2024 by Richard Zamora
My kids were playing in the dodge ball 1 September 2024 @07:30 when a young lady that was working the dodgeball area was not only very rude to my kids and other kids but cursing at them. She also let some adults with tattoos play for 5 matches in a row while the other kids had to wait, my kids claimed she knew the guy. I generally like this place and we are members but I’ll have to cancel my membership if this is not resolved.
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September 2024 by Kristina Butts
The over place is fun. The cashiers and the staff that monitor the game areas are the only ones I see actually working. So many people who just walk around and seem to be doing absolutely nothing. I had to go and remind them about my food 5 different times. Meanwhile we have a whole group of staff just standing and talking. The management seems to need some improvement. For as much as I spent the waiting in all the lines is insane.
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September 2024 by Danielle Miller
We have had a membership at Urban air for a while and have even gotten other families to sign up (that’s how much we loved this place). Today was a shocker. I brought in a stanley cup and a cup of coffee ( like I always do and yes there are “no outside food and drinks” signs outside the door). When the manager ( I assume that’s who she was) told me I needed to put them in my car, of course I obliged because I see the signs every time I walk in. That’s not the issue. The issue is many other people had Stanley cups, cups of coffee, prime drinks, even outside food and drinks in HEB bags. But I was the only one who was told I could not have my coffee and water. She passed up two other tables with outside food and drinks but stopped at the table I was sitting at. I stayed a little while after just to see if other people were told they could not have those outside items and to my surprise they were not. They continued to drink their coffee and drinks. I just wonder who exactly do the rules apply to.
