Urban Air Trampoline and Adventure Park

We had my granddaughters 9th birthday party here, and the service and staff were amazing. Our party planner Ahmed was super helpful, explaining everything and making sure all the kids got their food, and party bags. He was super patient and helpful. One of our parents lost their phone in the ball pit and was allowed to come back at closing to retrieve it. Thankfully. We all had a blast. Thanks again guys.

The most disgusting place for kids, this place os germ infested at the time you walk in the door, the waiver list all virus, bacteria infection your kids so they wont be responsible. I took my 3 neices here 3 week ago and there are still sick. One started with a cough the next one throat was irritated now all three are sick. There is no way the equipment is being clean properly.The most disgusting place for kids, this place is germ-infested from the moment you walk in the door. The waiver lists all viruses, bacteria, and infections your kids may encounter, so they won't be held responsible. I took my 3 nieces here 3 weeks ago, and they are still sick. One started with a cough, the next one's throat was irritated, and now all three are sick. There is no way the equipment is being cleaned properly. I will never visit this place, nor will I recommend it to anyone.

The children, my husband and I had a great time. However, it’s packed in there so be prepared for a wait for the more popular attractions. All inside so that was nice.

★☆☆☆☆ Unprofessional Staff, Poor Management, and Serious Safety Concerns I don’t typically leave reviews, but our experience at Urban Air Adventure Park in Jacksonville was deeply disappointing and concerning enough to warrant one. What should have been a fun and safe outing for my child turned into a frustrating and unsettling visit. Most of the staff appeared untrained and disorganized. There were conflicting directions from the operators—one would allow access to an attraction, while another would deny it with no explanation. This inconsistency created confusion and frustration, and highlighted a clear lack of proper training and communication among the team. The floor manager we initially dealt with was unprofessional and dismissive. He first agreed to issue a refund after we raised our concerns, only to suddenly change his mind after looking at the receipt and said it is over 1 hour. He offered no clear explanation and instead took a defensive, almost confrontational tone. It was a poor display of customer service and accountability. What truly alarmed me, though, was the lack of supervision and safety. My daughter was bullied by other children while waiting in line, and not a single staff member stepped in. That kind of neglect is unacceptable in a facility meant for families and children. Fortunately, the General Manager stepped in and handled the situation with much more care and professionalism. She listened to our concerns without interruption, apologized sincerely, and offered a full refund. I genuinely appreciated his empathy and her willingness to make things right. Hee response was the one bright spot in an otherwise negative experience. That said, this is not just about a refund. It's about the lack of basic safety, structure, and customer care that should be expected at a place like this. Unfortunately, I left feeling that my daughter’s well-being was not a priority, and that is something I cannot overlook. This was our first visit—and it will be our last. I strongly urge management to take a hard look at their training, supervision, and safety protocols before another family walks away with the same concern.

I’ve been to this Urban Air on several occasions. Today my experience was exceptional, the young lady (LaShai) who greeted me and my guest was so pleasant. She radiated with joy and was very accommodating to my many request. Great customer service is not very common anymore, she exemplifies amazing customer service! I will be back!