Snowplanet — Attraction in Hibiscus and Bays

We recently had a troubling experience at Snowplanet that I feel needs to be shared. My six-year-old son had an incident in the lift queue which resulted in undue stress. He was scolded very loudly and publicly by one of the coaches, Juliette, for tapping his ski poles against the platter lift—an action typical of many young children learning a new sport.

While I understand that teaching young children can be challenging, the approach taken by the coach was not only harsh but also dismissive when we tried to discuss the incident. Despite our efforts to address the matter amicably, the coach ignored our attempts at communication and passed by without acknowledging our concerns, exacerbating my son’s distress and leaving him frightened and shaking.

It’s crucial for all coaching staff to remember that their attitude and approach can significantly impact a young learner’s experience and confidence.

We raised this issue with one of Snowplanet’s directors, hoping for a resolution that would restore our confidence in the facility. Unfortunately, the management’s response was firm and did not offer the support or understanding we expected. No goodwill gestures were extended, and our concerns were not addressed in a manner that demonstrated a commitment to genuinely improving the situation.

In light of these developments, I’ve adjusted our review to reflect our complete experience, which includes not only the initial incident but also the subsequent interactions with the management. We still see great value in Snowplanet and hope for future improvements, but at this time, our confidence in their ability to provide a nurturing and supportive environment for all learners is diminished.

— Update 22/07/2024 —

In response to the recent comment from “Snowplanet (owner)”, which aligns with our previous communications presumably managed by Brad or his team, I appreciate the month-later reply but feel compelled to clarify several points to ensure there is no misunderstanding about our intentions and the nature of our feedback.

Firstly, the mention of the coach’s name, Juliette, in my review was not intended to disparage her personally but to provide a factual account of our experience. This detail was crucial for a clear understanding of the specific interaction that affected my son. The aim of sharing our experience publicly is not to tarnish the reputation of all coaches at Snowplanet but to highlight an area where improvement could enhance the learner’s experience. Your suggestion to remove the name suggests a broader negative impact across all coaching staff, which is not our intention. Therefore, I have decided to retain the mention of Juliette’s first name, as it is relevant to the specific incident discussed.

Moreover, it is important to reiterate that our goal was never to insist on an apology from Juliette. Instead, we sought a meeting that would help reassure my son and demonstrate that his feelings of safety and comfort are taken seriously, ultimately helping him regain confidence in an environment he once enjoyed. The characterisation of our complaint as merely an attempt to admonish a staff member misrepresents our genuine desire for constructive dialogue and resolution.

I am disappointed by your recent claim that my son was “misbehaving” at the time of the incident. While young children may sometimes act out in unfamiliar or stressful situations, the focus of my feedback has been on the manner in which the situation was handled by the coach, emphasising the need for sensitivity and understanding in managing young learners.

Additionally, it is disheartening to see similar dismissive responses to other reviews on this platform, where legitimate concerns are met with “that’s actually not what happened.” This pattern of response is troubling and undermines the credibility of management’s engagement with customer feedback.

In conclusion, we appreciate Snowplanet’s services and hope our feedback will encourage positive changes that enhance support and foster a welcoming, nurturing atmosphere for...

I am writing this email to complain the worst service I have ever received from your Manager last night on 05Aug.

I have been to SP heaps of times in the last couple years and have never experienced such terrible service before.

I took my parents to go SP last night to introduce snowboarding to my dad. This was the first time they been there but your manger made the worst memory to them. My mum did not do any snowboarding/skiing, so I ordered some food for her in the restaurant to wait for my dad and me. She got my cat in the bag accompany with her as we did not see any signs said No Pets Allow in SP. When I was helping my dad to get his rental boots in your rental reception, your manger Tony took my mum to come to me with his fierce look. I told him my mum could not understand any English and please he might let me know what happen, then I could translate it for my mum. Your manger immediately yelled at me: “Get your cat out of here” “right now!” . I was shocked by the attitude he used but I still said “sorry, we did not know cat was not allowed to be here and let me get my car key to took her out to my car.“ However your manger still yelled at us rudely again “Get away your cat immediately!”

Firstly, there is no signs or any label in SP to tell the customers no cat is allow there. You may explain to us in a polite way, and you shouldn’t treat us like criminals. We also cooperated as we told you we will move our cat out once you told us and we have never say no. Why did your manager still yell at us that angrily?

Secondly, my mum is 65 years old and she got heart disease. The way your manager yelled at her really scared her a lot and triggered her heart palpitations and heartache as you may imagine how scary for an old people who could not understand English but as angry staff yelled at her.

I have never experienced such horrible service in my life before and I could not even believe such bad service was provided by a manager. I am doubting if SP value of customer service align with this manager’s. This would be the last time I visit SP since the service your manger provided did disappoint me and my family. I hope an investigation may be conducted and hope no one would have same experience like me in future.

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As i said in my complain, we have co-operated and took the cat out immediately. My complain was on your manager's attitude and the rudeness he showed to the customers.

I am disappointed on your response that you thought this type of service was suitable and appropriate. No doubt that this bad service will be continued and getting worse if the management team holding a incorrect value of CS.

Naturally, if I had the option, I’d give this review zero stars. I will share this poor and unhelpful service from you with all people i know and warn them to keep away from SP in future.

Very "impressed" and depressed on your response...

I am delighted to write a review for the extraordinary snowboarding and ski coach at Snowplanet, Juliette. As an assistant manager, she goes above and beyond to ensure that every student, whether a child or an adult, has a safe and enjoyable learning experience.

Juliette's dedication to her students is unparalleled. She is patient, kind, and has an exceptional ability to teach people of all ages and skill levels. Her lessons are well-structured, engaging, and tailored to meet the individual needs of each student. She has a unique talent for making everyone feel comfortable and confident on the snow, which is especially important for those who are new to snowboarding or skiing.

One of the things that sets Juliette apart from other coaches is her unwavering commitment to health and safety. She consistently prioritizes the well-being of her students above all else, ensuring that they have the proper gear, understand the rules of the slope, and are aware of potential hazards. Her attention to detail and thoroughness are truly exceptional, and I never once felt unsafe or unsure during my lessons with her.

Juliette's positive attitude and enthusiasm are infectious. She creates a fun and welcoming environment that motivates her students to push themselves and achieve their goals. Her passion for snowboarding and skiing is evident in every lesson, and it's clear that she loves what she does.

As a parent, I appreciate Juliette's professionalism and communication skills. She is always prompt, organized, and keeps me informed of my child's progress. She is approachable and open to feedback, which is essential in creating a positive learning experience.

In conclusion, Juliette is an exceptional snowboarding and ski coach who is truly dedicated to her students' safety and success. Her enthusiasm, patience, and expertise make her an invaluable asset to Snowplanet. I highly recommend her to anyone looking to learn or improve their snowboarding or skiing skills. Thank you, Juliette, for all...