I genuinely hate having to leave a review like this because the majority of the staff at this…read morefacility are amazing. They're friendly, helpful, and are a big part of why I continue coming back. I've even recommended this facility to several friends and family members because, overall, it's a great place to bring kids and spend the day.
Unfortunately, one employee continues to ruin what should be an enjoyable experience every time I visit. No matter how polite I am, she approaches me or others with an attitude, speaks in a disrespectful tone, and seems more interested in arguing than helping guests. If you're the first person greeting people as they walk in, customer service should be a priority. A smile and respectful communication go a long way.
The most frustrating part is that I know the facility's dress code. I even bring extra swim shorts for children who come with me in case their parents forget proper swim attire. During my most recent visit, she insisted my swim shorts were gym shorts, even after I repeatedly explained they were purchased from the swimwear section specifically for this pool. On my very first visit, I had already spoken with the manager about these exact shorts, and he came to the understanding they were swimwear. I purposely buy longer swim shorts because I prefer more coverage around children at a public pool--not because I'm trying to break the rules. And they sell thousands of types of swimwear just because I don't buy a cheap skimpy bottom and have my buttcheeks out don't make my swim shorts NOT swim shorts . Why would they be in the swim section if they weren't? they wouldn't be .
I have a few gym shorts that look like swim shorts but I don't wear those because they're NOT swim shorts and they weren't purchased from the swim section
What made the situation even more frustrating was watching several other guests wearing cotton shorts walk right in without anyone saying a word, while I was the one being questioned despite wearing actual swimwear. I've also seen children in the pool wearing cotton T-shirts that are clearly not intended for swimming, but I keep my mouth shut because it's not my place to police other guests. If I wanted to nitpick and point out every rule violation I saw, I easily could--but I don't. That's why it was so frustrating to feel like I was being singled out over something that had already been addressed with management. If the rules are going to be enforced, they should be enforced fairly and consistently for everyone--not selectively.
This also wasn't my first negative interaction with this employee. During a previous visit, she took my young niece out of the pool and started walking toward the front entrance with her without ever informing me what was happening. I was right there, calling out to her, but instead of stopping to explain what she was doing, she kept walking. Only after I got her attention did she finally turn around and tell me she was taking my niece to have her height checked again. As the adult responsible for my niece, I found that extremely upsetting. A child should never be taken away from the pool area without first communicating with the adult supervising them.
I immediately spoke with the manager because I didn't think that was appropriate. He tried to make the situation right by asking her to apologize/ explain, but before she even came over,( I observe everything face expressions to body language to what even was said to see if I'm taken seriously ) I overheard her laughing and giggling as if the entire situation was a joke. She acted like she couldn't believe she even had to apologize. When she finally did, it didn't feel sincere at all. Ever since that day, every interaction I've had with her has been just as unprofessional.
To make matters worse, after my most recent interaction, I asked the manager for the employee's name so I could address my complaint appropriately. He refused to provide it, which was disappointing. It made me feel like management was more interested in protecting the employee than addressing a legitimate concern from a guest. Because of that, I have no choice but to leave my feedback about the facility as a whole instead of the individual responsible.
I've only been coming here for about a month, but in that short amount of time I've brought several friends and family members because I genuinely thought this was a wonderful place. The facility itself is great, and the majority of the staff are fantastic. That's exactly why this experience has been so disappointing. One employee's repeated attitude, lack of professionalism, and inconsistent treatment of guests shouldn't outweigh all the positive things this facility has to offer.
I sincerely hope management takes this feedback seriously. Better training, accountability, and professionalism would go a long way. Guests deserve to be treated with respect, and rules should be applied fairly and consistently to everyone.