Macquarie University Sport and Aquatic Centre - North Ryde (NSW)

1 /5 Neha Sehgal: I’d highly recommend parents to stay away from this swim school. There is zero support from the management or the front desk for anything that the parents may need support with. Be it assessments, kids progressing up levels or something as basic as class schedule. The school has a policy to provide make up lessons but they make it extremely difficult for any parent to book a make up lesson - I’d not hesitate to say that the process is a sham. I cancelled a lesson for an upcoming date and called them to help me book a lesson for the next day. Even though they had availability, they told me they can’t book a lesson because what if I turn up to the lesson that I have cancelled! The I tried booking the make up lesson online after the cancelled lesson time passed. Their portal didn’t work to book a replacement lesson, so I dropped an email to the email ID I found on the website - guess what they told me the next day. The email address is unmonitored! So I requested them to book the make up lesson over the phone as we all could see available spots. Now comes another policy, they can’t do same day lesson booking and just because I’ve not been able to use any channel to book a make up lesson, they can’t bend the policy for me to book a lesson on the same day. The manager told me that she will send my request to back office the next working day, that when the parents are at work and don’t have availability to take kids for a make up swim lesson. It all works very well for the swim school though - they are happy to run classes under capacity and make it so difficult, that parents may never to able to do anything about it. Changing their policies shouldn’t be the mission of a parents life and booking a make up lesson shouldn’t be this hard. Based on my experience with the school I don’t think anyone monitors their front desk staff or managers - but still putting it out there. For me a missed lesson is lost lesson fee.

5 /5 Julien Bouvier: Great pool including a 50m outdoor pool. Water and facilities were clean. The pool was not crowded at all. Very large opening hours. Very convenient electronic lockers. Could benefit from having more showers.

1 /5 Ppy Stephanie: 1. Unclear and unresponsive membership registration process I asked about the membership registration process twice, but received no response at all. This caused delays and confusion, and it reflects poorly on the communication and service standards. 2. Inconsistent information from staff regarding the gymnastics t-shirt The first time I asked, the teacher informed me that once the membership was successfully registered, the t-shirt would be given to the student. After the membership was approved, I asked again and was told the t-shirts were from months ago and no longer available. I am very disappointed that different staff give completely different answers. This inconsistency is unprofessional and confusing for parents. 3. Unreasonable membership charge

5 /5 Bec: I really appreciate that its no joining or cancelling fee. I only used the pool which I was more than happy with. The facilities are great. The price is good. The staff are friendly. But the no joining and cancelation fees is a real bonus.

4 /5 Catherine Sinden: First visit this morning and met Xavier at reception. I enquired about membership options and he answered all of my questions clearly and quickly. First impressions were really very good. Facilities including change rooms and 50metre pool are acceptable however in need of TLC. Overall my experience was a 4/5 Thank you Xavier