LATITUDE CLIMBING AND FITNESS — Local services in Norfolk

Amenities - 5 stars Climbing sets - 4 stars Ambiance/service - 5 stars Parking - 5 stars

Comprehensive review over here if you're looking for some info.

Amenities - Bouldering area with lots of slab and an overhung area (one big roof), bathroom with showers and lockers, yoga studio, HIIT/workout area with weights, tension board(YES!), hang boards, campus boards, a snack bar(?, seems to sell some foods?), and other gear for sale. There's also a TV and some board games in the main "living room" area. Yes, there is a small area where kids can play too in the bouldering area.

Sets - I was visiting for a few days so didn't get to climb a whole lot. From what I can see, the setting is fair. The sets do seem to be more catered towards long-limbed and tall individuals, but this is a very normal. If you are a beginner to intermediate climber (V0-6) this gym has something for you. If you are a V6+ climber, this gym has something for you, including the tension board.

Ambiance - So good! I've been to a lot of climbing gyms but I have yet to walk into a gym like this. The building itself has quite a few arched windows that let in natural light. The building is well-ventilated and kept very clean (note: this gym is also pretty new). The staff were very kind (shout out to the man (Tom?) with dreads who was very kind and full of info). A great place for kids and adults alike.

Parking - I didn't have an issue finding parking and the parking lot is large enough. If there was a competition or some big event, however, I think that street-parking would be the next option. The area in general seemed to be...

While the physical quality of the gym is pretty immaculate and there are tons of route options, I've been incredibly disappointed in the customer service at this gym (VB location).

My worst experience was back in March/February when I was lowering someone on top rope. An employee (older white male, dark hair and facial hair) screamed at me in front of a group of people when I lowered him down. He wasn't close to decking but the manager screamed at me unprofessionally saying there was "never an excuse to lower that fast, and you're lucky I don't make you retake your belay test." I understand as a certified guide that safety is a priority in these environments but I have never screamed at nor belittled my guests in that manner, especially with an audience. Nor did the situation warrant that kind of urgency. He could have easily pulled me aside to talk privately. When I tried calling about this situation months ago I was told (over phone) it could only be communicated about via email, which most of us don't have time for.

In addition I've overheard employees making fun of guests in the women's restroom, have had employees disagree over who needed to help the next customer while I waited, and was still charged for my membership despite requesting my account to freeze after April when I started my membership. I was also denied a full refund because "there was no documentation of a freeze request."

The facilities are well-maintained and it is a beautiful gym but overall customer experience is not prioritized as...

I’m only giving them one star because the facility is nice.

I called the gym today about a charge made to my account that I didn’t make. What I got told is that the PERSON WHO WAS CLIMBING WITH ME who was a. Not on my account, and b. Had their own account with their own means to purchase this item, charged this to me.

How, and since when, do companies just allow charges on someone else’s account? Also, when I said that I definitely did not purchase this, they told me that because the product was opened that they couldn’t refund it to me. I contacted my friend, he said the gym offered chalk to him after he scanned his membership card. Which also should have shown that he HAS HIS OWN MEMBERSHIP.

Excuse me - how about you correct the fact that one of your employees made an absolutely erroneous charge to my account from someone that I didn’t authorize to be an account user? I do not give any craps what any customer says, you better verify with me on paper or get my signature saying that I authorized something.

Check your bank accounts,...