Beautiful new gym in a convenient location because there are no other gyms in the area (yet! Stay tuned, The Cliffs is opening a location in West Harlem in the coming months).
I was super pumped when I found out about this new location, and had had a good experience at SREast previously. I'm saddened to have to write a negative review, but hopefully this will be either useful to climbers, or more importantly, useful to the company to improve their services.
The negative review is for two major reasons: (1) staff attitude towards members, with poor customer service and (2) facilities + re-setting of routes.
1. They have vents that line the walls on the ground level of the gym. This location happens to be where virtually all climbers end up leaving their bags and shoes. It's just the natural place to do so (propped against the wall). People aren't being disrespectful or insulting, they are just being normal humans responding to natural design choices. When I was last there, a staff member literally took the bags and THREW them off the vents. Me and a bunch of other climbers were shocked. I actually went and talked to her, explaining that I had electronics in my bag. She said it was my fault for leaving it on the vent and that if my electronics were damaged, she apologizes. I tried to give her feedback on why I thought people leave the bags on the vent and how they should have a conversation with members to figure out a solution together. I also tried to do this with another staff member. Both were extremely defensive and borderline insulting, cutting me off and claiming it was my fault. They did not want to listen to my input or my experience. This is some of the worst customer service I've ever witnessed, on par with companies like Greyhound. They have a DESIGN problem, and need bench surfaces or cubbies for people to put their bags where they climb (like every other climbing gym in the world), and instead, they insult their members who pay an astounding 95$ to climb in a small bouldering gym.
2. Facilities: There is NO SHOWER! There is a single water fountain with pressure too weak to actually drink out of. And, as I said, no cubby or bench space for bags at the climbing floor (there are some in the basement locker, but many people just choose not to leave their bags down there). Compare that to Brooklyn Boulders which all have a SAUNA!
Setting of routes: for such a small gym, it is astounding how infrequently they re-set the routes. Honestly feels unacceptable to me, paying 95$ and not have some routes reset on a more frequent basis. That being said, the routes are well set and fun to climb.
This company is behaving like one that fears no competition and has grown lazy in their approach to customer satisfaction and the service they provide. Luckily, competition is coming to west harlem with the cliffs, and I hope this will improve the market. read more