Tonbridge Swimming Pool — Attraction in Tonbridge and Malling

EDITED….they did get in touch following my review and managed to pause my husband’s membership while he recovers from surgery. I’m so disappointed in their conduct. My husband is blind and was having dialysis. He wanted to learn to swim so joined the pool. He explained to Jackie all his needs and the fact he was on the transplant list. He got the call out of the blue on June 5th. While in hospital recovering he called the pool to request they pause his membership, as Jackie had recommended he do when he gets the call. They couldn’t do this over the phone and suggested he pop in and get a form when he’s out of hospital. A double transplant takes 6 weeks of initial recovery, 2 weeks of that is in guy’s hospital. I suggested I visit the pool to do the form on his behalf. I went in and the young man didn’t know what type of membership my husband had. He said if it’s a month to month then I could just cancel and re join later or pay £5 a month to pause it. My husband hadn’t mentioned paying while he was too unwell to use any facilities so I took an email address and said I’d speak with him first. My husband had no idea there were different memberships and as Jackie had done all his paperwork (being blind he can’t read) he didn’t read anything. We decided once he was well enough we’d visit together and get the paperwork completed. He called again to tell them he’s out of hospital but can’t swim for a long time and wasn’t well enough to visit to fill in this form. The caller said he needed to visit to cancel. He again said he’s too unwell to visit but will once he was walking again. A week later he got a letter in the post demanding he pay £68 and if not the ‘debt’ will be passed onto a debt collector. We thought surely this is an admin error. We’d had 3 contacts with them explaining the situation. We visited over the weekend and again requested to cancel the membership or pause it. The girl said she had no idea what type of membership he had and couldn’t do anything as the manager was on pool duty. My husband suggested she ask Jackie to contact him to which the girl laughed and said ‘she isn’t here anymore’ then asked if we’re here to pay the monthly fees. He explained he notified he was in hospital. He can’t read or write snd NO-ONE could tell me what type of membership he had so I couldn’t do it on his behalf....

This is a fantastic facility with great amenities, and I’ve really enjoyed being a member for nearly two years. However, there are a couple of issues that unfortunately let it down.

Firstly, some of the reception staff can be a bit unfriendly, especially if you’ve forgotten your band. Considering how long I’ve been a member, I think it would be more helpful if they looked me up in the system and provided a temporary band rather than making it difficult. I’m not sure why that isn’t an option.

Secondly, the smell in the changing rooms really needs to be addressed. As another reviewer mentioned, there’s often a strong odour – like a nappy smell. It might be due to bins not being changed often enough or the drains needing a proper clean. Also, half the changing rooms are often closed, which doesn’t help. The tiling in the changing area also needs more regular cleaning – I’ve noticed quite a few fruit flies and general grime building up.

That said, the spa is fantastic, the outdoor pool is great, and the majority of the staff are very, very friendly. With a few improvements, this place could easily be five stars. the overall manager is friendly gentleman unfortunately I have to say one or a couple of Duty managers are slightly unfriendly they have there click and it’s limited ,after all we are the paying customer. The lifeguards are great and the café...

Extremely unprofessional staff of Lifeguards especially the duty manager Mark Penny! (They test the children to swim two lengths of the pool before determining if they can let them go on bouncy castle in the pool.)They wouldn't let my daughter play on the bouncy castle at a birthday party she was invited to because they thought she couldn't swim fast enough.Fast like that shouldn't be a safety issue at all in the pool either she has been taking swimming lessons for three years and swims extremely well. This is not Olympic swimming qualifications just a fun place for kids who can swim and she can definitely do it perfectly safely as a parent I wouldn't let her in if I thought it wasn't safe for her. She just wasn't fast but I don't know why this is necessary how do you explain to a kids who is super frustrated that we can't play the bouncy castle in the pool during on the birthday to which she is invited. I advise all parents Not to plan to celebrate their children's birthdays at this place because it can lead to extreme disappointment for children who swim great but not like...