Whitemills Wake and Aqua Park — Attraction in Dover

I came to White Mills leisure Centre today to try and go wakeboarding which was booked over a month ago on the phone with one of their operators. I arrived today to find the booking had not been fulfilled as told by the staff member on the phone. Tried to find an alternative when I arrived on site, but the receptionist was unable to book in for what l'd already booked for on the phone. Having already travelled an hour and a half, I decided that it was best to turn around because they couldn't actually get me onto the experience that l have paid for and booked using a voucher that was gifted to me. I then called on the way back to try and arrange a refund to which I had to call at least 15 times because they were ignoring my phone calls and not responding to me. I got put through to the same receptionist that l dealt with at the centre itself who was unable to process a refund. She then passed me onto her manager Who described me as being abusive because I said that their facilities were poor which is obviously not true he then refused to refund as well because he said and I quote "I haven't booked an experience" which obviously is not my responsibility. If I call up the company and tell them I want to book an experience and they've said yes that's fine, That should be my point of responsibility finished. Anyway the manager was just argumentative the whole way through rather than understanding the situation and that l've driven an hour and a half to get there without being told that firstly the booking wasn't actually fulfilled by their phone operator and secondly that I needed to arrive at 10 am. He ultimately determined that I wasn't due a refund unless the owners agreed too, so I'm now in limbo waiting for a call from the owners of this whitemills centre and hopefully they will give me back my money I have earned myself and I'm rightly owed pack because at the end of the day I haven't been provided with the service I paid my money for. I will continue to blow up their online space and anywhere I can find trace of this company with poor reviews until my complaints Resolved

I won't return to this place anyway even if I do get a refund it's quite tacky and looks very cheap. It's very kid orientated and personally I was pretty disappointed with the layout of the whole park. personally, if I was coming here even with a family I would prefer to go to howletts animal park which is just down the road and actually is where l ended up on on the day Ultimately this place needs to hire some staff who can operate their booking systems properly completely and accurately and not be relying on customers to check on their booking post calling the centre and having told that their booking is confirmed this is not a customer responsibility and is clearly a failure of the operation of this company

I won't return to this place anyway even if I do get a refund it's quite tacky and looks very cheap. It's very kid orientated and personally I was pretty disappointed with the layout of the whole park. personally, if I was coming here even with a family I would prefer to go to howletts animal park which is just down the road and actually is where I ended up on on the day Ultimately this place needs to hire some staff who can operate their booking systems properly completely and accurately and not be relying on customers to check on their booking post calling the centre and having told that their booking is confirmed this is not a customer responsibility and is clearly a failure of the operation of this company

Based on how this company has dealt with and responded to my complaint so far l am absolutely certain that they will deny any responsibility for this and probably continue to push against providing me a refund. I just want people to be aware of how this company is dealing with their customers before they consider purchasing a service from them in any case. I hope I'm proving wrong but based on how I dealt with as a customer so far, I don't believe that I will get my refund for a reasonable response from management...

We went their to have breakfast and enjoy watching some water sports whilst we ate well watching the surfers go round was about the best part of it. We ordered breakfast and was told upto an hour wait which was OK as was a beautiful morning and hour came and went still no food we asked where your food was and was told 10 mins after a further 25 my wife went and asked again and was told we are next ticket so 1 hour 30 mins later we got breakfast we ordered the £11.50 breakfast and you have to pay for coffee separately so £15 each in total but for what the menu said you got didn't seem to bad until it arrived burnt sausages undercooked bacon rock hard fried bread grilled tomatoes not grilled and coffee we had drunk an hour before we got our food and at no time did a member of staff apologise for the wait nor did a member of staff ask if all was okay with the food. Then we go onto uniform they wear a t-shirt with staff on them but if I didn't think the shorts the yoing girls their were wearing is appropriate where they are so short that their bottoms are hanging out when leaning over the table as my daughter is in the hospitality industry and would never be allowed that as uniform it may be summer but dress code is important.

So my review may seem harsh but it's a very honest review to what I have seen and experienced and would not...

They advertise Sunday roast lunch and take bookings. On arrival..nothing but chaos!!!!.. insufficient parking. One small service counter with queues of 20 people wanting to order drinks, food and water park facilities. No staff to help customers who have prebooked for lunch. After fighting our way through the door had to ask for help from kitchen staff, who without checking that it was ours.. was given a table with reserved sign.....then we sat and waited for service until approached and told that there was no table service ...IN A SO CALLED RESTUARANT... I had to go to the end of the general queue to tell them what I wanted for lunch. Explained that I had bad leg and couldn't stand in the queue.....no response so gave up and left...day out ruined by these incompetents. Place overcrowded and understaffed. Customer service NIL. Don't be tricked into thinking that this is a restuarant ALTHOUGH THEY ADVERTISE AS SUCH !!! Until you are fed up being ignored there is no way of knowing you have reserved a ta le for nothing. Not even a visible sign to indicate you are in a place with less service than a high street cafe. I would expect that whether the management read this or not the possibility of any improvements is nil. Water parks have poor reputations in other areas of concern so why bother having a restuarant...