We held a party at Urban Air Gainesville on their opening day, and while the experience started off with a lot of frustration, I want to commend the way it ended Thanks to the owner, Dante. Leading up to the party, communication was very poor. Despite having placed a deposit well in advance and receiving confirmation that the party would be held on opening day, we didn't hear anything back until the day before. This is far too late for anyone trying to organize a special celebration. One of the representatives even turned off her phone when asked to confirm basic things she had previously promised, like goodie bags. In the end, we were told they wouldn't be provided. On the day of the event, there were several missteps: food we brought for kids with allergies was taken to the kitchen to be warmed and never came back. Decorations weren't done as expected either. It felt like everything was going wrong. However, Dante, the owner, truly stepped up. He found goodie bags at the last minute, offered free allergen free pizzas to make up for the missing food, and even comped mini melts for the kids. He was present, responsive, and genuinely did everything he could to turn a chaotic situation into a fun and positive one. Thanks to his efforts, the kids had a great time, & we were so happy, and in the end, that's what mattered most. I'm hopeful that with time and experience, the Gainesville location will work through its growing pains. Dante's commitment to customer satisfaction gives me confidence that they will. Thanks Dante! read more

This was, without question, the worst customer service experience I've ever had--not just locally, but anywhere I've traveled in the U.S. or abroad. We chose Urban Air based on the activities and attractions that were advertised. Unfortunately, many of those attractions were unavailable during our visit. When I asked why, the manager explained that they were "short staffed" and that this was directed by corporate. Had this been communicated before we paid, we would have made a different decision. What made the experience especially disappointing was that we paid for services and attractions that were not actually available. We spent much of our visit standing in long lines or waiting, only to discover that attractions were closed or not operating. Members of our party became exhausted from the repeated delays, and the overall experience was frustrating from beginning to end. The problems didn't stop there. From check-in onward, nearly every interaction was disorganized, and several staff members were dismissive and unhelpful when we tried to address the issues. We repeatedly gave the staff opportunities to correct the situation, but each opportunity was met with another disappointment. The most upsetting part is that this was supposed to be a special day with my daughter. Instead, it became an experience neither of us will forget--for all the wrong reasons. My advice to other families is simple: before purchasing tickets or booking an event, ask specifically which attractions are operating that day and whether any are closed due to staffing--better yet, find someplace else. I wish we had been given that information before paying. read more

I bought a Summer Pass for my child which she used several times during the summer. Now that school is in session, it appears that Urban Air automatically converted that to a Monthly Membership and was billed. I attempted to call the Gainesville Urban Air location, only to be put on hold for over 15 minutes. I logged in to the online portal to cancel the membership, but there is no cancellation option anywhere: only that her Summer Pass has been "converted" to the Monthly Membership. I then went to the Gainesville location where a team gave me a "800" to call to cancel the membership. I tried calling that number and was on hold for over twenty minutes. I am now writing a letter to the Membership Support in Bedford, TX. This is utterly ridiculous! I just need this canceled. Now, this is looking like a huge scam! DO NOT get a pass here or you will be jumping through hoops trying to figure how to cancel this! Terrible business. read more

A bunch of under 18 year olds running the place. Lots of areas closed as there isn't the staff needed to run certain areas. They served raw/undercooked food. Manager is rude and doesn't care there are issues. Zero stars is too high for this place. Payson--you write the same thing in all the reviews. Apparently, nothing changes and I should have checked the reviews before going!! read more

Urban Air Trampoline and Adventure Park - Raw pizza served - Amusement Parks Near Me - Gainesville, Virginia

Left my kids outside when they "closed" from 3-4 despite the hours in the website stating they were open 12-8pm. Manager had the audacity to tell me it was my fault that I didn't check the hours. We hung up, I raced over to get my kids, I called back asking for clarity on the hours because the website again, said 12-8 and she told me I was harassing her and was going to call the cops. . Escalated the matter to corporate cause this woman was bananas and I've never revived a call back. Will never spend a single dime there again and will make sure I spread the word on how awful management/ownership is. UPDATED to respond - this was on 5/28/26. It was not on a Sunday, it was a Thursday. See photo attached. VERY VALID COMPLAINT but cute response. read more

Urban Air Trampoline and Adventure Park - Complaint - Amusement Parks Near Me - Gainesville, Virginia

my daughter was tumbling in the tumble area and she got kicked off of it and was told she couldn't tumble and I couldn't use Apple Cash because their thing wasn't working and my girls are hungry. I would love for them to try better. read more

I have tried bringing my daughter here several times, even buying the summer pass. NEVER again!!!!! It is such a waste of money. The four teenagers running the activities clearly don't want to be there. They get upset when you ask them to help your child with a harness etc. we pay for the deluxe pass only to find out the bumper cars and laser tag aren't open due to staffing. Really?? Then I want some money back!!! The food takes forever to be prepared, is wildly overpriced, and is completely sub-par. The only thing worse than the teenage employees is the manager. When something goes wrong he makes ZERO effort to make it right. He has obviously never worked a customer service job before! I have tried to give Urban Air many chances, but tonight was the final straw!! I will never spend another cent in that place and suggest you don't either! Fin! read more

I dont know who Payson C is but he is not the General Manager, the Assistant General Manager or the Owner. Understaffed and poorly managed. Don't take your kids there. read more

Everything y'all is saying to back up what someone is complaining about or leaving a comment on here is fake because it shouldn't took a customer at the facility listening to 2 managers walking through talking about fireing another person after telling the other employee not to worry, you're not being fired. But then went behind it back, talking about it at the facility is that not rude and ratchet and the customer call the parent and with it all of i needed to I have the texts message between the employee and the owner so dont let me pull receipts read more

My grandkids love Urban Air. And several months ago I would have given it a 4/5. Not today. They seem to be short staffed since the Laser Tag and Zipline weren't open). The wall climbing area with kids in it seemed unsupervised. The family restrooms were marked closed and one of the toilets in the ladies room had a trash bag over it. The restroom was dirty and there was a dead cockroach outside the door. The pizza order took forever. The exit door was not unlocked (fire violation) - when I told the staff the one person at the counter said they weren't able to unlock it. I don't know what happened in a few months but gone downhill in a major way. read more

Unfortunately Urban Air turned out to be a poorly run facility. We were excited to see it open and my kids enjoyed it although it difficult to manage them and there were scenario were my husband could not find my son. Maybe turn on some lights since staff isn't really watching the kids. We paid to have a party there it was a terrible experience the things that were suppose to be included ie plates and such were unavailable fortunately I brought some. The manager at the time was rude and disrespectful. She needs some training in customer service that is for sure. Unfortunately we will not return to this location. After waiting so long for it to open. read more

Unsafe and unprofessional - do not trust this place with your child's safety. My 5-year-old got stuck at the top of the rock wall, crying and visibly distressed. No staff were actively monitoring the wall, so I had to enter the gated area myself. It took several minutes to get help, and the employees who responded were clearly untrained and unsure what to do. He remained stuck, shaking and screaming, for over 10 minutes while staff fumbled through next steps--some even laughing while belting up to assist. What should've been a fun outing turned into a traumatic experience for both me and my son. The manager offered no apology, no explanation, and no refund. We won't be back. read more

I had an event booked in advance with Urban Air, only to receive a last - minute call on the day of the event telling me it had to be rescheduled due to "Flooded" There was zero urgency, care, or accountability in how it was handled. Their 1-800 was completely clueless - I was told I might not even get my deposit back which was unacceptable given the cancellation was on their end. I eventually got in touch with the store's general manager, and instead of being concerned about the inconvenience caused to my group, he seemed more focused on how much money they were losing from the closure. This was supposed to be a fun, memorable event as we were hosting my son's 10th Birthday party which took time, effort, and coordination but it turned into a frustrating ordeal due to poor communication and lack of customer service. I will not be booking here again and cant recommend Urban Air for events - especially if you expect reliability and professionalism. read more

My son only went 1 time. And they said it is required to pay 1 year. There is no button to cancel the auto payment. Be alert!! I don't recommend at all read more

Brought my grandson here for a day out of the house. The entire staff appeared to be nothing but teenagers, didn't see a single adult at any point in the few hours we were there. They had children who clearly were not the right height in some of the areas. The most troubling thing, as a parent, was there is absolutely no security anywhere to be seen. Anyone can, and does, walk into the facility and start wandering around. Nobody at the front desk checks to see why someone is there, if they have purchased tickets, or are there for a birthday party. The combination of teenaged staff and no security, it's only a matter of time before something happens. read more

We had been eagerly waiting for this place to open and had high hopes for a fun and safe experience. Unfortunately, our visit today was a major letdown. The wait times for most attractions were extremely long, which was frustrating, especially with excited young kids in tow. But what really ruined the experience was the lack of supervision and safety enforcement. There were several teens behaving recklessly--running into people, jumping in areas they clearly didn't belong and even mocking and being rude. It was chaotic and uncomfortable. What's worse is that there seemed to be very little staff monitoring the situation and the adults responsible for these kids were nowhere to be found--or simply not paying attention. It felt unsafe and poorly managed. We were really looking forward to making this a regular spot, but after today, we're not sure we'll be back. I hope the management takes these concerns seriously and makes improvements soon. read more

My kids love coming here but there definitely some negatives. The price is high so I think our expectations are that everything is working. On this visit the bumper cars weren't going and the virtual reality closed shortly after arriving. I wouldn't normally complain about that but with the other issues it just seemed to pile up. The food court is super slow and not very organized. And the worst part of this visit was to young boys fighting right in front on the food court and not one employee did anything. One of the boys was pushed to the ground and I'm not sure if he hit his head but he was clearly upset. I saw a staff member witness the whole thing and not do a thing. Another parent came up to make sure the boy was ok. Fighting should not be tolerated!! That was by far the most disappointing part of the visit. I'm sure we will be back but it does make me uneasy that kids are getting into physical altercations. read more

Dont waste your money or time at this place. This is ran by a bunch of careless teens that have inappropriate conversations instead of providing basic service, you ask a question and they roll their eyes and groan. The worst ran place in Northern VA . read more