The e-mail seemed to do the trick… We’ve have a reply from the Centre Manager – Along with the promise of some complimentary free swim passes:

I was disappointed to read your comments below. Firstly the issue on your recent visit concerning the free swim entry; I can understand your frustration of not being able to have a free child swim at so close to the 11:30am time. Our computer booking system does time out 30 minutes before the end of the session and the receptionists are not able to put it through after this time, and our holiday opening times do state this. However as you were so close to 11:30am our staff should have given you the free swims as it was literally seconds after the last entry. These swims could then have been manually recorded by us on the next days free swim session’

With the huge number of customers we have on a regular basis we do need to have reasonable policies in place to enable consistent levels of service, however on this occasion I feel it should have been overridden manually due to it being so close to the time. If it had been 5 minutes or more I would expect all staff to go with the policy for consistency. I will speak to the all the reception staff and admin staff to ensure they are aware of the need to use common sense in relation to all our reception policies in future. Obviously this will not include any policies with a health and safety aspect.

With regards an earlier visit where the water was cold I can only apologise and presume this was when we had boiler failure earlier this year and ended up with the pool being closed for a week whilst repairs were carried out.

I hope this reassures you that your custom is appreciated and that your views are taken seriously by us, as a gesture of good will I will forward a few complimentary free swim passes to you in the post. If I can be of any further assistance or you require any further clarification on anything please contact me direct at the centre or via this e mail address.

Yep, we decided against Clarach on that day sue to the smell.

hee hee