Hawthorn Aquatic and Leisure Centre — Local services in Melbourne

I would have rated HALC 5 stars, but due to something that happened yesterday in HALC, now I have to rate it 2. Also before the story starts, I am an Asian, with an obvious foreign accent. My partner is an Australia Caucasian male. My partner and I have been members of HALC for nearly 2 months. The facilities, variety of classes, multi-cultural vibes are superb. We quite enjoyed it. Usually, my partner walked to the reception desk, scanned both our cards, requested tickets, lockers, wrist bands. It was smooth and easy. Yesterday, it was my first time going to HALC alone. After I scanned the card, I requested a locker, the male receptionist asked for my membership card to exchange it for a locker key/ wrist band. I was confused since so far as I knew, they've never asked my partner for it. I asked him the reason, the male staff replied that they need my membership card as a security deposit. I handed my card in and told them that this kind of request had never happened to my partner. The inconsistent request confused me. A female staff member saw what was happening here, then told the male colleague that it's the rule, the staff should have asked all members to trade their cards as security. While standing there and commenting, she did not look at me during the interaction. I was not sure about her facial expression, but it felt like she was telling the male "Oh, mate, you got in trouble...I want to step out of this perceived racism..." The situation was quite embarrassing, I felt targeted and treated differently. The non-verbal language that was in the air, raised questions within me, what was that? Judgement? Racism? Discrimination based on intersectionality? When I finished my sesh, I walked to the reception desk, the male staff gave my card back with a nice smile. As if nothing had ever happened. Anyway, that was my story at HALC yesterday. I would prefer to believe the male staff was only trying to do the right thing as part of his job according HALC rules. However, due to the inconsistent service, it made me have an unpleasant experience. I really do hope HALC could improve their services and train their staff properly, value their reputation, value their...

Non existent customer service. Poorly organized. Rude staff that makes everything a lot harder than it needs to be. We booked for an assessment, arrive in time. After a 20 minute wait we finally got it done. Then comes the fun part. They gave us a time which we agree. After filling up all the forms. I was informed due to a system error the date is no longer available. There is another one in 10 days but they don’t take bookings over 7 days so I have to call again in 3 days. I asked seeing it’s not our fault that we missed out can they book us in. Got a blunt No and was told it was not her fault it’s the system. I mean is it their system or what? Then I said let’s move on the kids are freezing standing here as system error has wasted 20 mins. Seeing there isn’t suitable time for the 2nd child we left. I turn back and ask for our personal details including my banking seeing it’s no longer needed. Instead she scrub it up and threw it in the bin. I demand the form back and explained they are supposed to shred peoples personal information not just put it in the bin. I was told it’s none of my business and told to leave. If their booking system, customer service and disregard of privacy law is anything to go by. Hard to imagine what corners they cut in safety and other important stuff. Do not go unless you want...

Unpleasant experience. Very rude life guard and insulting supervisor. Will do complaint letter to the center.

I took my 9 year old son to 1 meter sallow swimming pool, as outside deeper pool closed during winter or raining weather day. The lifeguard was so rude. I could understand it is the parents duty to look after the kid, and I asked my son to come closer to me to sit on the edge of the pool next to me, while I had to continue to finish my online quiz on the phone for the last 5 mins! She determined to expel us out to the swimming pool aggressively after I explained my situation. I’m very disappointed after I asked to talk to the supervisor, she was even as young as the life guard and she talked to me like a 5 year old, accusing me sitting on the steps where the spa runs, rather than out of the water (it’s winter!). There is no sign of no phone using in the pool. It is literally offensive for their requirements.

It is ashamed the swimming Centre in such a good location, but the staff have no knowledge of customer service, they don’t understand caring and they are not kids friendly. My son actually said he doesn’t want go...