Urban Air Trampoline and Adventure Park

I recently attended a birthday party at Urban Air in New Braunfels, Texas. While the party host was fantastic and the party itself was a blast, the overall experience was severely marred by one employee's behavior. An employee named Leah displayed an appalling level of rudeness towards the children. Her lack of patience and inability to interact with kids appropriately was shocking. My own son was so terrified by her that he cried every time he saw a staff member. I'm giving this review two stars: one for the amazing party host who made the event enjoyable, and another for the kind employee (I wish I had gotten her name) who listened to my concerns and genuinely comforted my son, turning his fear into comfort. This employee was a stark contrast to Leah. Leah needs serious retraining or, frankly, a different career path. Scaring children is unacceptable. It completely overshadowed what should have been a fun and memorable occasion. I strongly advise management to address this issue immediately.

I took my grandsons, at their request, ages 8, 7 and 3. We took advantage of online pricing. 5 ultimate passes, large pizza, 5 large Icees or sodas and 5 pair of socks. The cost was approx $90 for all. Go early, it gets crowded. We were there for 5 hours. Worth every penny!!

The best value for cool summer fun! Brought my sons here today. We had a membership years ago and then we moved. Since we’re back we tried it again and it was a blast! Clean facilities, all the fun trampolines, obstacle course, dodgeball, and food and drink. Best of all, safe environment for the kids. It’s also fun for parents to bounce on the trampolines. Great for staying fit for the whole family.

The employees are not friendly at all. Not one person smiled at or acknowledged any of the children playing. We came in with trampoline socks from another park with grip all over them. When I said we had our own and didn’t want to pay for theirs (since they were the same) She told us their socks had more grip and were better quality. She handed us the exact socks we were already wearing. Once we got on the trampoline they were already falling off and not grippy at all. I get that’s it wasn’t the girl at the front desks fault but it’s a stupid way for the company to get more money. Especially advertising that they are better quality. Multiple attractions were broken or closed. We paid for access to wipe-out and it was closed almost the whole time. You can’t do flips or tricks on any of the trampolines, even the ones that are meant for tricks. They kept giving dirty looks to my brother and cousin since they were older and being loud. Not a welcoming atmosphere at all. The girls at the front desk were the nicest. All in all we will not be returning. The only plus was getting a discount for being adults.

On March 29, 2025, my family and I visited Urban Air after 6 pm. Unfortunately, my son lost his cell phone while we were there. I completely understand it's his responsibility, so I’m not blaming anyone. We asked an employee if we could check the ball pit, and he was really kind. He even turned down the music so we could hear it ring. I believe his name was John, and he seemed like a manager since he was wearing a polo shirt instead of a t-shirt like the other staff. He kindly offered to let us come back after closing to search for the phone more easily, suggesting we return at 9 pm. When we came back, we approached him with a question, but he ignored us and looked at his watch, saying, “It’s called we are closed, so you can’t be here.” I asked, “Oh, so we can’t look now?” and looked at his watch again saying, “No, it’s called we are closed and come back tomorrow when we open,” before walking away. We were really shocked by how rude he was, it felt like we were talking to a completely different person since he had been so helpful earlier. After that, we sat in the car for a minute, and he walked out shortly after and got into a vehicle, so we assumed he was leaving because his ride had arrived. We did return the next day to look. We talked to a different manager and he was very nice and professional. We unfortunately had no luck finding the phone still. If I was giving him a review I’d give him 5 stars.