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Kywanna D
Terrible customer service
Urban Air Trampoline and Adventure Park的点评
点评：I’m extremely disappointed with the customer service and management I experienced at Urban Air. I believe the team lead/manager’s name was Isabel (or something similar). She was short, wore braces and a hijab, and unfortunately, her attitude and communication were extremely rude and unprofessional.
A few days before my party, I received an email stating that I could pay with cash. Based on that communication, I planned accordingly. However, when I arrived, I was told that Urban Air did not accept cash. The way this information was communicated to me was extremely disrespectful and came with an attitude. There was also no clear signage or prior communication informing customers that the location had changed to being card-only. What made the situation worse was that even the staff members seemed unaware of the cash policy until this manager/team lead stated it.
I also witnessed staff members repeatedly calling for her assistance because they needed help, but she was nowhere to be found and did not respond to multiple calls. If employees are looking to their team lead for assistance and she is unavailable or unwilling to help, that raises serious concerns about the leadership at this location.
I understand that policies can change, but there needs to be clear communication with both customers and employees. Customers should not receive an email saying one thing, arrive expecting that option, and then be treated rudely when the policy is apparently different.
The staff members themselves were trying to do their jobs and assist customers, but the lack of leadership, communication, and professionalism from management made the experience unnecessarily stressful. I would strongly encourage Urban Air to provide additional training to its management team and ensure that policy changes are clearly communicated to both employees and customers.
Unfortunately, based on this experience, I would not recommend
A few days before my party, I received an email stating that I could pay with cash. Based on that communication, I planned accordingly. However, when I arrived, I was told that Urban Air did not accept cash. The way this information was communicated to me was extremely disrespectful and came with an attitude. There was also no clear signage or prior communication informing customers that the location had changed to being card-only. What made the situation worse was that even the staff members seemed unaware of the cash policy until this manager/team lead stated it.
I also witnessed staff members repeatedly calling for her assistance because they needed help, but she was nowhere to be found and did not respond to multiple calls. If employees are looking to their team lead for assistance and she is unavailable or unwilling to help, that raises serious concerns about the leadership at this location.
I understand that policies can change, but there needs to be clear communication with both customers and employees. Customers should not receive an email saying one thing, arrive expecting that option, and then be treated rudely when the policy is apparently different.
The staff members themselves were trying to do their jobs and assist customers, but the lack of leadership, communication, and professionalism from management made the experience unnecessarily stressful. I would strongly encourage Urban Air to provide additional training to its management team and ensure that policy changes are clearly communicated to both employees and customers.
Unfortunately, based on this experience, I would not recommend
翻译：我对在Urban Air所遇到的客户服务及管理情况极为失望。那位团队负责人/经理的名字好像叫伊莎贝尔（或类似的名字）。她个子矮小，戴着牙套，还裹着头巾。不幸的是，她的态度和沟通方式极其粗鲁且毫无专业性可言。
在派对前几天，我收到了一封邮件，上面说可以现金付款。基于这一信息，我做了相应的安排。然而，当我到达时……有人告诉我，Urban Air不接受现金支付。传达这一信息的方式极其不尊重人，还带着傲慢的态度。此外，也没有任何明显的标识或事先通知来告知顾客该门店现已改为仅接受刷卡支付。更糟糕的是，直到那位经理/团队负责人提及此事，就连工作人员似乎也并不知晓这一现金支付政策。我还看到，员工们多次呼喊请求她的帮助，因为他们确实需要协助，但她却不见踪影，也没有回应任何呼叫。如果员工们向团队负责人求助，而她却无法提供帮助或不愿帮忙，这就足以引发对该地点管理水平的严重担忧。
我理解政策可能会发生变化，但必须确保与顾客及员工之间有良好的沟通。顾客不应收到一封内容如此表述的邮件，满怀期待地前来并以为能选择该选项，结果却因实际政策有所不同而遭到冷遇。
员工们本身也在努力做好本职工作、协助顾客，但由于管理层缺乏领导力、沟通与专业素养，使得整个服务过程变得异常紧张且令人压力倍增。我强烈建议Urban Air为其管理团队提供更多培训，并确保政策变动能清晰地传达给员工和客户。
遗憾的是，基于此次经历，我不会推荐这家公司。
在派对前几天，我收到了一封邮件，上面说可以现金付款。基于这一信息，我做了相应的安排。然而，当我到达时……有人告诉我，Urban Air不接受现金支付。传达这一信息的方式极其不尊重人，还带着傲慢的态度。此外，也没有任何明显的标识或事先通知来告知顾客该门店现已改为仅接受刷卡支付。更糟糕的是，直到那位经理/团队负责人提及此事，就连工作人员似乎也并不知晓这一现金支付政策。我还看到，员工们多次呼喊请求她的帮助，因为他们确实需要协助，但她却不见踪影，也没有回应任何呼叫。如果员工们向团队负责人求助，而她却无法提供帮助或不愿帮忙，这就足以引发对该地点管理水平的严重担忧。
我理解政策可能会发生变化，但必须确保与顾客及员工之间有良好的沟通。顾客不应收到一封内容如此表述的邮件，满怀期待地前来并以为能选择该选项，结果却因实际政策有所不同而遭到冷遇。
员工们本身也在努力做好本职工作、协助顾客，但由于管理层缺乏领导力、沟通与专业素养，使得整个服务过程变得异常紧张且令人压力倍增。我强烈建议Urban Air为其管理团队提供更多培训，并确保政策变动能清晰地传达给员工和客户。
遗憾的是，基于此次经历，我不会推荐这家公司。
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