West Wave Pool and Leisure Centre — Attraction in Henderson-Massey

I encountered today regarding inconsistent and unjustified charges at your facility. For some time, I have been accompanying my son to practice basketball, during which I have never been charged for simply retrieving rebounds, as I am not actively participating. The standard fee for children is $4.50, and previous staff members have consistently upheld this policy without issue.

However, today, an employee by the name of Beenish Rizwan insisted on charging me $6.50 for being on the court, despite my repeated clarification that I was only assisting my son by collecting rebounds and not engaging in any gameplay. Her tone was unnecessarily confrontational and unhelpful, which escalated the situation rather than resolving it. When I referenced the fact that other staff members had never imposed such a charge, she dismissively stated that they were "all wrong," a response I found both unprofessional and shocking.

I said I am just picking up rebounds, her response was why can’t my son do it. What kind response is that.

Only after requesting her name did she offer an alternative—charging me a $1 spectator fee—which further demonstrates the inconsistency in enforcement. Her attitude was discourteous and reflected a lack of basic customer service skills, creating a needlessly negative experience.

I expect fair and consistent application of facility policies, as well as respectful and professional interactions with staff. I would appreciate an explanation for this discrepancy in billing practices and clarification on the official policy regarding non-participating adults on the court. Additionally, I believe this employee should receive further training in customer service to prevent similar incidents...

Had the most terrible experience yesterday, there was a sign saying pool had reached max capacity which is okay, but we waiting 2 hours in the line to even get into the pool. I know that when people leave that’s when more people can go in, but we saw Atleast 50 people leave and about 5 people get let in. Which doesn’t really add up to me, all the workers where on their phones and looked very uninterested. I went up to the lady at the front and had told her I was here for nearly 2 hours and was wondering how much longer did I need to wait because I had 2 young kids with me who had been waiting, which she responded with “no you haven’t” then proceeded to ask what time I had arrived. I confirmed with her the time and then she told me maybe to go somewhere else. It was nearly 3pm at this point and I had travelled 40 minutes to even get here. The pool area looked empty, 80% of the people even in there were at that cafe, which is so confusing to me because there wasn’t very many people swimming. When we finally got in, the waves had stopped so the kids where disappointed that they had waited so long just to swim in a normal pool. There’s needs to be a better system here, because I’m never coming here again. And the workers need to be more friendly, understanding, and they needa look like they actually wanna be there because I didn’t feel...

A pleasant place with nice staff onsite. However the lane pool has been closed for several weeks and there is almost no notification of this on the site. Merely the tiniest of little signs no bigger than an A4 piece of paper at the point where the person enters the pool. Whereas on a recent weekend, when the whole pool was full up and people were queueing outside waiting for someone to leave, there were huge signs on sandwich boards announcing this obvious fact, outside, in front of the building. On their website, although one part may say the lane pool is closed, another part just blandly talks about pool opening times and talks about the normal opening times for the lane pool, without mentioning that it is closed. The same goes for the electronic board on an inside wall. Sometimes there is no mention whatsoever that the lane pool is closed, other times it might say so at the bottom right corner, at the same time as higher up it just says the swimming pool is open from 9am to 9.30 pm; which implies that this includes the lane pool. Because surely a swimming pool IS a lane pool! So when there is no money to be made, people are properly informed, but when there is money to be made, many people would pay to go in, and only find out afterwards that the lane (ie swimming) ...