This facility claims in other reviews they rely on locals, but even if that is the case, it seems they do not care to follow up to help improve future experiences.
I was bringing a guest, and was on a second visit in 2 weeks. I was provided incorrect information by their staff initially and this resulted in a very poor follow up experience this time. The staff I spoke to this time, had no decision making ability to correct the issue I had as a result of the misinformation. Upon asking to speak to management I was declined, even though they were around the corner. After some unproductive discussion with the staff member it was offered that manager would call me, so I left my contact information. It has been a few days, and I have received no such call. I don’t believe this facility has your customer service at heart, nor interest in hearing out locals who are actively bringing visitors, which is a shame. Tourists off busses are of course easier to serve as they won’t be back as quickly, happily pay exorbitant prices, and are less likely to complain if something is missing (usually because they won’t know if they’re missing it) - given this lack of care, it really feels like tourists are the actual focus for this business.
While there on last weeks visit, in addition to the unresolved customer service issue mentioned above, there were no cups to be able to get water (and personal water bottles are not allowed). I then had a frigid indoor walk to the second water station (as the doors were not closing properly and cold rainy air was blowing in strongly all the way down the hall). At the second station I found just 2 cups available. This was with an hour and a half to close. This is also problematic for those who don’t know there is even a second water station. This experience was then followed by not having any soap dispenser in the washroom - I could not even try to properly wash my hands. This was one of their prime slots, it was $55 a person. The staff at the desk said it had been slow that day when we asked upon entry - as we were curious how the rain affected business. If you go, even when it’s slow, and spend a fortune, just know that you only get access to the outdoor pools, the indoor heated loungers, 1 tepid steam room (since 1 was out of order and it felt like the other was not up to the job either), 2 different temperature saunas and a locker+key. What you don’t get is any spare towels included, you don’t get a locker number system that makes any logical sense, nor do you get staff who are knowledgeable or are empowered when management is unavailable. Staff are also not on the ball with basic facility upkeep such as restocking cups and providing soap, even when the facility is apparently slow. And management does not take time to follow up with concerns.
Ultimately, I don’t think this was a good showcase of the effort put into building this facility. The experience is not in keeping with the standard they’re attempting to set at this price point, nor does it match similar facilities across the country. I’m all for being patient with local business growing pains but unfortunately, even after being open a while, I don’t think it is something I’d be proud to recommend or bring visitors to. While I had a decent experience 2 weeks prior, I admittedly had minimal interaction with staff. And come to find that the staff I did speak to 2 weeks ago were not providing me with accurate information. To me, customer service is rather an important element to the experience, and especially relevant once you go multiple times, regardless of how good the pools look.
TL;DR: same water, new look, but don’t let the high prices raise your expectations beyond those of the old facilities that were...
Read more
Learn more insights from Wanderboat AI.
