Champions Club at The Marq Southlake — Local services in Southlake

At first glance, this is a great facility - clean and well-appointed. But the more you experience the Champions Club, the more you realize that it's extremely lacking in member service. Every request, exchange and interaction with the employees and management is less than pleasant and almost never ends with the desired result. It seems like they just don't care about serving the members, or are at least really bad at it. You can tell that the management structure is extremely bureaucratic, and I guess that is to be expected of a gym run by a local government.

One prime example: Pickleball. There is clearly more member demand for more court hours for pickleball vs. any other court activity, yet management has ignored many comments, conversations and even a petition signed by 75 members! The decision-makers in management are never around to see or listen to members and the employees just follow orders. Bureaucracy defined.

It's actually astounding how a facility and organization built to serve its members can become so blindly backwards and come to think that the members are there to serve their schedule, needs, processes, and rules.

My other major complaint is that virtually everything in this facility is under-sized or under-appointed for the size of community that it serves. There is only one full basketball court (which has to be shared with volleyball, pickleball, and every other court sport). All of the group fitness rooms are too small (almost laughably so). And the cardio and weightlifting areas are too small / under-resourced and awkwardly situated.

Quick recap of other pros/cons: Swimming pool is great, but always has maintenance issues and lap lanes are too short Locker rooms are very nice Child care is great Great place for kids parties

The Champions Club would have 2x - 3x more members and participation if they put more thought and effort into these problems. They will continue to lose members as other gyms are built nearby (especially Life Time). It's sad to think of what it is vs. what it could...

I come here to use the Pickleball courts. The Pickleballl members have emailed, signed petitions, literally begged at this point to get more court hours but all of those requests have been ignored and denied. Their response to my emails have been that they want the courts to be fair for all members. Currently the Pickleball players get the court for 2 hrs during the summer and 3 hours in the fall. The basketball players get the courts for 14 hrs in the summer and 13 hours in the fall (with a few exceptions). The pickleball community is robust at the Champions club but every day they kick off 14-35+ Pickleball players to make room for 0-2 basketball players. I don’t know how this is “fair” and I don’t know why our requests have constantly been denied. In their email they also mentioned outdoor pickleball courts are coming- well, there are also outdoor basketball courts. Unless this is changed, I will be switching clubs as soon as Lifetime is built. The Champions club has already lost many pickleball patrons to other gyms.

With all that said. The childcare and it’s staff...

There have been multiple attempts to change the pickleball hours to the original 8-11 schedule, petitions signed, emails sent, you name it, we have done it and nothing has changed. It might be understandable if the court was going to be used, but right now there are at minimum 12 players getting kicked off for ZERO basketball players, or anyone for that matter. And when we try and advocate for change, nothing is done about it. Then when we try to meet with someone to discuss they can’t be bothered. It’s so ridiculous. The hours now are 7:30-10:30. The day care hours don’t even start till 8, so there typically aren’t enough players there at 7;30 cause everyone is dropping off their kids. The nets aren’t even set up by 7:30 cause “no one is there” how much more of a point do we have to prove to keep the hours like they were. My review is not got the policy itself, my review is not for the daycare staff, they’re incredible, the facility is nice… my review is for the lack of being heard when there so clearly is a problem desperately wanting to...