URBNSURF Melbourne — Attraction in Melbourne

Update 091224 The facility is great and instructors are friendly enough. But their website is a nightmare to use. Attached a screenshot where I keep getting an error when trying to book. It takes a long time to get through customer service on the phone and they try their best but the booking system really needs an upgrade. Lessons shows that it's available but very often sold out when you actually try to book.

Update 020724 The business seems to have now removed their message that they have reached out to me. Uncertain if this is another reflection of their level of customer service.

Update 110624 Despite the message below from the business that they have reached out to me, I can confirm that they have not three days after their reply.

Original post: The website booking is a nightmare. Website states that beginner lessons start from $89. I checked every single day and time slot for the next week and could not find a session that was below $109.

Check in customer service is appalling. I was in the area so approached staff at the counter to enquire which days and times had $89 sessions. I was informed by the staff member (18 to 25 male with orange hair) that all the information was available on their website. When I asked the specific question again, I was told that their beginner sessions were $109. When I informed them that the website states that it started from $89, I was questioned by the staff member whether it was for a learn to surf lesson. The website was slow to load and I didn't want to hold up other people who were there for their lessons so I said I would come back. I returned ten minutes later and spoke to another staff member next to the first one I first spoke to. I explained the situation again and showed him the website. He was checking dates and sessions when the first staff member came by and asked what he was doing. The second staff member explained to him that he was looking for $89 sessions but was promptly interrupted by the first saying there was no such thing. I offered to show the first staff member the website but the second staff member said it was ok.

After awhile the second staff member said he needed to check something with his manager. He came back informing me that there may be an error in the website but could provide me a code that would let me purchase a discounted learn to surf lesson. He typed it out on my phone and I took a screenshot. When I returned home and tried the code, it didn't work!

Very frustrating experience with staff that need to know their products better and receive further training in customer service.

Eventually booked a lesson through the phone and received an email confirmation that said I had to sign a waiver before I arrived. There was no attachment or link to the waiver in the confirmation email. I emailed staff who then provided me the link. I clicked on the link and entered my booking number but I didn't exist on their database. Emailed staff again and was informed that I should try again the next day or sign the waiver when I arrive. Eventually signed the waiver when I arrived at the counter and was told by staff I didn't need to see the safety video because the instructor would go through it. A very confusing and dysfunctional booking process.

My instructor Fletch was great. Supportive and provided great one on one guidance. The seven other teenagers in my lesson didn't quite follow his instructions though and kept coming back to him directly instead of walking around. Fletch told them repeatedly to walk around and they did so for a few strides while he was watching then kept walking directly back out. So I had to bail several times when I was surfing out just so I didn't crash into them. Bit of a bummer since I walked around each time from the grey line like we were instructed which was a further and longer walk back to the instructor.

Was excited at the opportunity to learn surfing at a wave pool but am unsure if I can put up with the hassle of booking, the pain of bad customer service from counter staff, and...

My best mate and I just spent three amazing days in the pool. It was the most fun I have ever had surfing, and that includes my beach trips and the one time I visited Indonesia. Be aware it takes about three sessions to figure out where to take off from and how the wave breaks. There's plenty of waves for everyone so try and do some extra fitness, swimming or surfing before you go as it's a tiring paddle and it's nowhere near as enjoyable if you are unfit. I'm a return customer and the first time I went I got out early because I was exhausted. If you are going to surf for more than one hour then give yourself a break, if you're not surfing regularly, so you can recover and refuel between sessions.

I recommend you arrive an hour early on your first visit to get familiar with the place and so you don't feel rushed. Lines can form during peak times so give yourself plenty of time. The lockers can be a bit tricky to figure out on your first attempt. Don't forget your four digit pin like some folk do. Go with your year of birth or something familiar so you don't get locked out!

Unless you surf consistently, I suggest you start on an easier level and work your way up. If you think you are a Beginner, start on Cruiser. If you think you are Intermediate, start on Beginner. If you think you are Advanced, then start on Intermediate. Advanced (first half turns, second half barrels) and Beast Mode (all barrels) are surprisingly powerful and you should be able to pop up and turn easily before attempting these modes. The day is far more enjoyable if you feel comfortable on the wave setting. It can be a scary experience if you choose the wrong type of waves!

If you do want to challenge yourself then be safe. I'm an intermediate surfer who surfed Advanced and Beast Mode with my friend, an expert surfer. I hired a Gath helmet from the hire place and wore the protective head gear for the first time. I'm glad I did because I fell awkwardly twice and hit my head on on my surfboard rail and the concrete bottom in the impact zone. Both blows were cushioned by the helmet and I continued surfing without any problems whatsoever.

If you do feel uncomfortable during the session then talk to the lifeguard or just paddle back in. I kept wiping out on my backhand on Beast Mode and the life guard surfing with us offered to swap me to an easier level. I continued on but I really appreciated the offer. The life guards really do care for your safety so don't be offended if they ask if you are okay. They checked on me several times. A quick thumbs up and I was off again to my next wipeout or the barrel of a lifetime!

The staff were helpful and super friendly. Special thanks to Tracey at board hire and Mark and the team at Surfchimp for the incredible photos and video. My mate's Christmas present this year is one I'm sure he'll treasure. See photos for an example of Mark's epic work. If you really want to get that photo of a lifetime, then make sure you talk to Mark in the poolside container shop before your surf so he can identify what you're wearing and he will do his best to snap you. You'll never get a better opportunity to get that memorable photo. He's incredibly talented and uploads the photos so you can buy them at the shop or online when you get home. The video we made was hilarious with plenty of barrels and high flying wipeouts. The guys who shot the video were true professionals and we couldn't be happier with the result.

Finally, if you're hungry, be sure to grab a snack and coffee at the new Three Blue Ducks Cafe next to the Three Blue Ducks Restaurant. Great staff and food. We would have eaten at the restaurant more but wetsuits are not permitted and I was too lazy to change.

That's it for me. Hope you have the time of your life at Urbnsurf like Steve and I...

Visiting Urban surf involved 2 firsts, hiring a Go Get and surfing a man made wave. I was visiting Melbourne for 2 days for work and was keen to an early surf in before work, as I usually do. I didn't have a car and needed to get from South Melbourne to Tullamarine to fulfil this desire. That's where Go Get comes in handy, I hired the car for 3 hours. With Go Get you are charged by the hour, picked the car up few blocks from where I was staying, way cheaper and more convenient than hiring a car or booking an Uber or taxi.

So almost an hour drive each way, a 6am timeslot at Urban surf wave pool, was it worth it? I'd say yes, I hired all of the gear, a wetsuit and surfboard and purchased a towel. The wetsuit was a little tight. They had some decent equipment, I chose an epoxy JS raging bull, the fins were a little small and the board slid out a fair bit, I am not generally a fan of epoxy boards and this was re-enforced by the advanced turn wave. Although the equipment was not Ideal for this session, it was still fun. For the second half of the session, the wave turns into a barrel, a mini slab. The hired board, the epoxy JS raging bull worked well. The take off seemed easier and just had to put the board in the right position for the barrel.

The advanced session goes for an hour, about 15-20 people in the water.

Tip, the first wave and last 2 waves of each set of waves don't have as much power, make sure you are a few metres in front of the usual take-off spot. Don't get too close to the wall when paddling out, you will get sucked towards the grate and can ding your board or yourself. If hiring equipment check it thoroughly, like hiring a car they have you colour in the bits that are already damaged/repairs, just colour in all of the rails on the sheet, might save you some cash.

Urban Surf also has 3 Blue Ducks on site, this is restaurant/Cafe where you can grab a bite to eat, a coffee or alcoholic beverage. Since I surfed the 6am sesh and had to be in the off, I got a takeaway.

Overall it’s a great experience, albeit a bit costly, but certainly something to try! Be sure to book far ahead of time as it does book out. There’s also different levels to suit...