Riverside Leisure Centre — Attraction in Chelmsford

Parking costs have still not been extended to include refunds for over an hr, which being as though a session is 50 mins in the pool does not give you enough time to change, so make sure you bring change as you pay for the privilege of using the online mi permit 'convenience'. You'll also need pound coins for the lockers, and 20p pieces for the hairdryers! Changing facilities for families are very spacious, if on the rare occasion you actually manage to get one. Instead every week there are people queuing to use one whilst everyone gets cold, mainly due to the fact that the sessions are back to back so everyone is coming in and going out at the same time, there is simply not enough room to change which is ridiculous. The individual changing rooms are barely big enough for one individual, let alone for two or even three people! The pool is overcrowded at peak times, we arrived at 11.30 and purchased a session in the learner pool, were given wristbands and told we couldn't go in to change until 11.45. Then as the pool filled up at 12.05 were approached by a lifeguard and told we would have to get in the main pool with our two year old (which was full of older children) as the reception staff had issued us the wrong colour wristbands. Understandable that they have safety in mind in terms of numbers, but to be honest they fill the learner pool to the max which means it's not a particularly pleasant experience anyway as your like canned sardines with not much room to play or swim without bumping in to other people. This seems to be down to the fact that they have switched out public swims in favour of pool parties and other money making activities. I got out early to shower and grab my little ones towel, the showers are literally scalding on and off, which is an issue for an adult let alone a child! And once again, due to people coming in for the next session there were no changing rooms we waited, ended up in a single one and one of us had to wait outside whilst the other one sorted out the toddler and vice versa. People were actually arguing over the changing rooms, who had a smaller baby, who had been waiting longer.... it's ridiculous! The facilities are completely inadequate for the capacity, there are not enough to cope. There are only 4 hair dryers, and to add to the melee they have a janitor riding a machine around the changing area during swapover times sqeedgeeing the floor. There's barely room as it is! I just don't understand who designs the timetable, or rather I can see that they are doing it for maximum profit over anything else. Unfortunate because the staff are pleasant and the environment is generally speaking pleasant. But I think we'll be heading back to Maldon because the convenience of being 20 mins closer isn't worth the stressful...

Disappointing Reception Management at Riverside

My recent experience at Riverside was marred by a series of disappointing interactions with the reception staff, particularly during my attempt to book a swimming session. While I have had pleasant experiences at this facility in the past, this particular incident left a lot to be desired in terms of customer service and management.

My visit started off on the wrong foot when I forgot to book a swimming session and arrived 20 minutes after the designated booking time. Admittedly, this was my mistake, and I fully understand the importance of adhering to the schedule. However, on previous occasions, when I faced a similar situation and there were no-shows, I was kindly allowed to enter the pool area. So, this time, I approached the receptionist politely, explaining my previous experiences and asking if there might be any availability due to no-shows.

Unfortunately, the receptionist I encountered this time was unhelpful and unyielding. Instead of trying to find a solution or checking for availability, she outright refused and displayed an unpleasant demeanor while doing so. I felt disappointed by her dismissive attitude and lack of willingness to assist.

Deciding to take matters into my own hands, I opted to take a gym session instead. During my time in the gym, I realized that speaking directly to the pool supervisor might be the solution to my problem. I found the supervisor and asked if I could be allowed to swim, explaining my situation and that the receptionist had refused to help. Thankfully, the supervisor understood and granted me access to the pool area.

However, my frustration only grew when I returned to the reception to clarify the situation. The same receptionist, rather than acknowledging her lack of cooperation, chose to shift the blame onto me. She accused me of causing trouble and claimed that I was trying to make her job difficult. This response was uncalled for and unprofessional, leaving me feeling disheartened by the overall lack of accountability and professionalism displayed.

Customer satisfaction should be a priority in any service-oriented business, and proper management at the reception plays a crucial role in achieving this. In this instance, the receptionist's attitude and unwillingness to assist, along with her tendency to shift blame, created a negative experience for me as a customer.

While Riverside has been a favorable choice for me in the past, I hope this review highlights areas that need improvement, particularly in their reception management, to ensure a more positive and satisfying experience for all customers...

Ice skating birthday party- a total rip off and disaster! Repenting our decision to organise party with them. Would give zero or even minus stars if were possible.

Highly NOT recommended.

So we organised our kid’s birthday party here. All I can say is it was a disaster. There is a lady called H*len who over the years have been repeatedly rude and forceful at all communications but holds an important position and organises these parties. She rushed us to say yes to coaching children before the party. Instead of 15 min, it was a 5 min coaching, nothing that kids wouldn’t have picked by themselves!

Then we were given a ‘party host’, who was the worst. Not sure how can a paid professional behave the way they did! Beginning to end, did nothing but gossiped and time pass. Children would have been completely lost and unattended had it not been for some Parents who took skating. I kept asking the party host to organise some fun stuffs for the kids so they are not scattered everywhere or lonely but for two long hours they were left to ‘free skate’ in a busy rink where other lessons were going on etc. For last 15 min they were told to do an activity ie prep something between themselves. Easy for the host but no fun to majority of the kids! Also badly timed as I had planned a group pic! We also felt that at one point the party host perhaps swapped a role with some other coach for sometime and wore their reflective jacket! This is during the party they were meant to be ‘hosting’! Children got tired and bored including the birthday kid, who I would have thought the party host could have at least paid some attention to!

Disgusting and such a big waste of money!

Thankfully we didn’t order the expensive food from Churchills which again H*len almost tried forcing us to get into by telling us no food is allowed in the Mezzanine area blocked for us. That wasn’t true as confirmed by other members of staff.

Terrible to be leaving such a memory on a child’s birthday. They must buckle up and discuss this feedback to improve. Lady called H*len- needs to tone down and start giving due respect and care to her customers and inform them truthfully and fully without making them uneasy re asking questions.

Would NOT recommend...