1 star.
We have been…read moremembers of this club, spent thousands of dollars here each month between memberships, private tennis lessons, court use, and $40 guest passes, and have personally brought new members into the club. Despite that level of support, our experience with the staff and management has been consistently disappointing.
The latest issue is their tennis court booking policy.
We were told that two players may only reserve a court for one hour, while four players playing doubles may reserve for 1.5 hours. Management then complained that on several occasions we had four players listed on a 1.5-hour reservation, but only two players ended up playing.
The problem is that the policy makes very little practical sense.
Two members can each book the same court for one hour back-to-back and legally occupy it for two full hours. Yet those same two members playing for 1.5 hours is treated as a violation simply because only two people are on the court.
That means the club is effectively allowing a booking arrangement that uses MORE court time, while penalizing one that uses LESS.
Even more importantly, every time this situation occurred there were other open courts available in the club. We were not taking the last available court, preventing other members from playing, or creating any capacity issue. If the courts were completely full and other members were waiting, strict enforcement would at least be understandable.
But when courts are sitting empty, threatening fees over an extra 30 minutes feels less like managing availability and more like blindly enforcing a technicality.
We were also informed that if four players are listed and only two show up, the club will charge a $15 no-show fee for each absent player, and that the front desk is not allowed to remove players from the reservation.
For a premium club, this is exactly the opposite of the level of customer service we expected.
The staff has never been particularly helpful or friendly in our experience, and situations like this only reinforce that impression. Instead of looking at actual court availability, recognizing loyal members, or trying to find a reasonable solution, the response seems to be focused entirely on rules and additional fees.
Both of us have supported this club far beyond simply paying monthly dues. We take lessons, bring guests and pay $40 guest fees, spend thousands of dollars at the club, and have personally referred new members.
You would expect a club to value members who actively use the facility, spend significant money there, and help grow its membership.
Instead, we have repeatedly felt that member loyalty and common sense carry very little weight.
Rules are necessary, but good management also requires judgment, flexibility, and basic customer service.
Charging premium prices while delivering this level of member experience is extremely disappointing.
Management should seriously reconsider both this policy and the way staff communicates with members, because this is not how a premium club should treat people who consistently support its business.
