Waterworld — Local services in Hamilton

Update: Received an awesome reply from Gargi the Customer Experience Manager for Hamilton pools. Really happy with the handling of the below and was reinsured that staff involved were spoken to. Because of this great complaint handling, have taken up my stars from 1 to 4.

Took my boy in for a swim today. The young naive girl with a cauliflower brain with no sense of communication or common sense at front reception gladly charged for my son, as I am a member,and gladly decided not to indicate or enquire whether there were free lanes for the general public in there 1 pool which was being used for private lessons. The equally brain dead lifeguard observed us go into the changing room without any mention of maybe inquiring whether or not we were going to go for a swim as members of the public. As we came out to the pool area, the lifeguard gladly watched us set ourselves up, not once coming over to us to enquire whether we were there for lessons or for public access. He has then observed us entering the pool at which stage he has made an issue to hop on the radio and he has then made enquiries with one of the swimming instructors at this point it has become a little bit embarrassing. sensing something was up I have asked the lifeguard since he didn't want to talk to us. At which point he has now informed us that all lanes were being used for lessons. Confused why we weren't informed about this at the front reception before we entered the complex. so being embarrassed, myself and my boy, we hopped out in front of everyone and had to leave the complex upon leaving, I enquired with the Cauliflower brain girl why she failed to mention that there may not be any free lanes available for the general public at which point she informed us that sometimes there is. I recommended to the naive young girl that next time she make an enquiry with the lifeguard as to ascertain if there are free lanes for the general public before you take their money, get them to get changed and then get them to hop in the pool and then embarrass them. If your going to employ young naive brain dead kids at least train them or...

If some of the staff and some of the patrons at the hydrotherapy pool have a complaint to make about how Waterworld is run may I suggest ANY feedback is most likely to be acted upon if said feedback is submitted via the appropriate channels. Complaining loudly and for prolonged periods of time while in the hydrotherapy pool only serves to distract and annoy other patrons using the facility.

The staff at Waterworld are too often too casual and too familiar. There needs to be a more professional approach if delivering good service and public safety are the objectives.

2 of the 4 nappy Bins were overflowing but, then given the 2 young female staff members ambling along at a glacial pace with rubbish bags picking up litter were too involved in their evidently rolicking and hilarious jokes to be able to make it to the women's change rooms.

Then, the 2 older male staff members, one of which was on lifesaving duty, stood by the pool deep in conversation for 15 minutes or more. On the other side of the pool, a younger male staff member paced up and down a short distance with a lifesaving flotation device strapped to his back. There were about 4 people in the pool.

When I asked a staff member about which lanes I could use he proceeded to talk relentlessly at me for some minutes, advising me repeatedly that all the information he was telling me I could get off Waterworld Facebook - he ignored my repeated response that all I asked about was lane availability at that moment. In the end, I had to walk away from him as he continued to chatter away at me.

To provide a safe environment for public use, staff are required to behave...

Good, friendly and helpful staff. Ample parking, lots of pool choices for different kid age. Great place to chill on a hot day. Big pools and spaces inside with lots of grand stand type of seating for spectators who don't want to swim. Choices of pools inside and outside. Close to Te Rapa and City Centre so popular with locals. The only issue many customers had at level 2 was the receptionists only allocate/release 10 spaces for hydroslides, at $5 per person for one hour only. No problems here. But you have to queue up again at the counter from the outside at "quarter to" each hour, for example 1245pm, 145pm 245 pm and so on. But the issue here is they started selling those 10 tickets to people who came in the door at around "20 to" each hour say 1240pm, 140pm 240pm and so on, so many people who are already inside, went to join the queue at quarter to and only to be told hydroslides tickets are all gone and they have missed out, requeue again in an hours time. I know the pool is owned by the coucile and we have to allow for some beauracratic ways of doing things but come on, this rule about getting hydroslide tickets need to be reviewed and changed. It also put counter staff in the path of unhappy customers. Fair enough, first in first serve. But when people paying for the entry fees, they should be allowed to buy hydroslides tickets as well but allocate a session if current session of 10 spaces are taken. No rejoining of the queue is required. No...