I had 5 bored teenagers on a really cold snowy Saturday January 10, about 4 weeks ago and they wanted to go to Urban Air to play. I had never been there before , so I agreed and took the kids to Urban Air, Normal, Illinois. We arrived approximately 11 am an hour after the park opened. There was a sign on the door that the zip line was not in operation that day so that was a disappointment. Didn't realize that we needed to get the releases all done beforehand so took us a while to check-in and get all the releases we needed. While I was waiting on some info I was speaking to the person at the counter and asking which package they recommended for my teenagers? She basically read the menu to me without recommending or explaining anything. Decided not to get platinum but everyone purchased the next step down for $28 each. 4 of the 5 kids needed the special socks at $5 each. I didn't know it until later but for $33 discounted socks are included in premium pkg. While checking out, I started to notice most of the players running about were shorties, approx age 4-6? Needless to say, my teenagers stood out! We headed into the park and the kids quickly found out that all the "good" activities were Premium and not available to them. They tried everything available and within an hour were sitting with me in a booth playing on their phones. I offered to bump up everyone to Premium but no one wanted to stay as they were hungry and wanted to leave. Decided not to eat at Urban Air as I had already checked out the ladies room and other areas of the park. The ladies room was already a mess after being open an hour with only one barely functioning sink. The working sink only had one working handle that took some work to figure out how to actually shut off the water. The door to the lady's room was disgusting with fingerprints over 5 ft high and obviously not cleaned recently. Tables in the snack area had not been wiped. Very disappointed at our experience at Urban Air, I stopped a person in the blue management t-shirt and asked to speak with a manager. She wasn't able to assist and I asked a manager to speak with me and pointed to where we were sitting. Kids went to play while I waited 30 minutes. No one came over so we left to get lunch elsewhere. I feel that I shouldn't have let the kids pick the location or maybe done more research before we set out but overall, this park was a disappointment for anyone over 5 years old. My advice would be Urban Air great for little kids but find something else for teens. As far as the park itself goes, dirty, dingy and in need of some important repairs. Management communication terrible/ nonexistent. I would not recommend Urban Air, Normal, Illinois. P.S. Sorry this review was not done promptly but when you sign up to play at Urban Air, you agree to communication and every time I get another Urban Air email, I am disappointed all over again. I couldn't just unsubscribe without commenting on our terrible experience. read more

Got my grandson a monthly membership to this big indoor activity park. A one day pass for everything is like $36. A monthly membership is $18. The membership includes discounts and unlimited amount of time at the facility. This place is great for the very active child. It gets them out of the house and off the tablet. Great time for the family. read more

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Had a great time with kids. Only problem i had was boys bathroom had urine all over the floor and without having shoes kind of disgusting. Managment should look into having that problem addressed read more

Very disappointing experience at Urban Air in Normal, IL. While my daughter was in the warrior course (ball pit), my 1-year-old was sitting off to the side waiting for her. Before I could get him, the manager, Brittany, rushed over in an aggressive, condescending tone telling me to get him out. When I calmly explained I was already doing so, she continued talking down to me. I even pulled her aside afterward to calmly explain that her approach was unprofessional and there are better ways to handle these situations. Instead of listening, she got defensive and threatened to kick me out. The kids had fun, but her attitude ruined the experience. I had planned to buy memberships that day, but after this treatment I will not be returning. read more

Can I rate 0 stars? Brought a party of 19 kids in ... all staff less than helpful. I should have took them to altitude or Chuck E. Cheese.

We visited for a birthday party and were told to head to the party area, which we did. Once there, the family hosting instructed us to return to the front to get wristbands and socks. When we did, an employee yelled at me for coming back up front. Thankfully, another staff member stepped in and helped us get what we needed. At the concession stand, I purchased a bottle of water and Dippin' Dots from the menu for $10, only to receive an off-brand version that was melted, refrozen, and inedible. The facility itself was also not clean. Unfortunately, we won't be returning. read more

The kids have fun....I had the older membership but due to possible fraud my bank froze my card, so my payment was declined as soon as I realized it, I attempted to fix it. I had the funds....but urban air wouldn't let me fix the membership or get reimbursed for paying for one trip... they also are making me buy a new membership with less perks... The staff should be able to help you at the counter. To figure these things out, or there should be an actual phone number to be able to reach corporate. But there isn't you have to send an email? So kids have fun playing, but the actual working with the people that pay money for this gets the number two rating very poor customer service. read more

Worse jump place ever! Do not waste your money! You're not allowed to pay cash you have to pay for membership they will never cancel for you even when you live an hour away read more

From a business owner to a business owner. As a high fluctuating business with high traffic coming through the front doors. I would give a little advice for a smooth transition into a successful business for all. 1. Lack of security at front door for kids. Recommend having a checkout making sure kids are leaving with the correct adult. 2. Lack of leadership for rides. Highly recommend having a staff member at each end moving traffic through each ride so it is not hung up on kids going through the wrong entrance " warrior course." Due to parents with lack of respect for other parents and their kids 3. Have a floor manager observing what's going on for each level. Bunch of teenagers working with no leadership skills will cause heavy confusion and lack of flow for each ride. 4. People skills and customer service is what will make or break this establishment. 5. Urban Air is lacking leadership from the top down. The main question should be how do you fix this. Very easy leaders lead! There is no leadership at this establishment just very hectic and chaotic. 6. All in all they did great with the establishment aesthetics and cleanliness. 7. We are locals of Bloomington/Normal and we will be back and looking forward to a huge difference from the top to bottom. read more

First, we tried to buy online tickets that were discounted from normal price. website did not work, so went in the store and they would not honor that lower price. we told them the site was not allowing this to happen, and they basically said too bad in the store you pay full price. strike one! Next the lines were way too long, slow moving and chaotic. Nobody knew where the line began or ended so rampant line cutting. We waited 45 minutes in a line for the zip line and multiple people cut the line. Cuatomers were arguing with each other on whether they cut the line or not. It was chaos. Strike 2. Finally, found the employee floor manager and suggested that they needed something painted on the floors to show where to line up and wait for their turn. She said that's sounds good, we are doing our best. i Told her about the line cutting and she said " we want our customers to help police that problem. Sorry, not my job. That's what you and your staff are employed to do. So basically nothing was going to get done and I told her that. Strike 3. We ar out. Won't go back, it's not worth the money! Go somewhere else. read more

My kids and I LOVE this place!!! The "Flip Zone" is MY favorite. My kids when asked just list ALL of the attractions, ha! They can spend HOURS here, while Mom can sit back & read a book, or better yet PLAY along with them. Urban Air is such a great addition to our community! read more

Unfortunately for the brick and mortar businesses, corporate is impossible to deal with, they give you the run around. We relocated out of state, they clearly sent email stating my membership (which had been greater than a year anyway and had not opted to renew) was cancelled. Then our credit card gets charged, resent email. crickets, then finally reply stating we can not cancel if were within 25 miles of an urban air. We are not. Then they state they need proof (utility bill) of our new address out of state. sent. claim they can not read bill. Resent. You should not need to prove moving if you are within your time limit to cancel a membership anyhow. will never join one of these again. The local establishment was clean, the service friendly, unfortunately they claim their hands are tied and everything has to go through corporate. Buyer Beware! read more

I don't even want to put a star. This place is great if you don't want to have fun! Went here for just something to do for my friend's birthday. The employees followed me around the entire time. Me and my friends felt very uncomfortable. I've never been to a trampoline park where I'm not allowed to do a flip. The most you can do is a handstand fyi! What is even the point of signing a waiver if you can't do anything, I understand little kids, but baby I am grown. Why are you yelling at me for doing a flip and NOBODY was around. read more