This was our first time visiting the pool, and unfortunately, it was also our last.
We arrived before 9:00 a.m. and the entrance gate was open. There was no sign saying "Do Not Enter Before 9," and there were already people inside. My friend even approached a staff member to ask for information, including where we were supposed to pay, and nobody told us that we were not allowed inside yet.
I did notice that the pool was still being cleaned, but as a first-time visitor, I genuinely did not know that entering was not permitted. I wasn't swimming, neither was my daughter. My five-year-old son, who is on the autism spectrum, was simply on the steps at the entrance to the pool, wetting his feet. He is only five years old and obviously does not understand these situations in the same way an adult does.
A male staff member then approached us and politely explained that the pool was not open yet. He was very polite and respectful, and I have absolutely no complaint about the way he handled the situation. I understood immediately and was prepared to leave.
The problem was what happened afterwards.
A female staff member, who had already seen us inside and had been aware that we were there, suddenly came towards us shouting, "Get out! Get out now! You can't be here!" The way she spoke to me was completely unacceptable. She was aggressive, disrespectful and humiliating, particularly in front of my children.
I asked to speak to the manager and explained that this was our first time there, that the gate was open, there was no signage, and that we genuinely did not know we were not allowed inside before 9:00. I also explained that my son is on the autism spectrum.
I was then told, "That's not my problem."
That response was extremely hurtful and, in my opinion, showed a complete lack of empathy and professionalism. I was not asking for special treatment. I was simply explaining the situation and my child's circumstances.
I also question why the gate was left open before the official opening time. If the pool is closed until 9:00, the gate should be closed until 9:00, or there should be very clear signage saying that nobody is allowed to enter. What if another young child had wandered through that open gate and nobody noticed? The situation could have been much more serious.
We left, waited until 9:00, and returned because we had already paid and wanted to enjoy the day. Unfortunately, the experience had already been ruined. My children were upset, I was extremely disappointed, and after around half an hour we simply left. I didn't even swim.
To be absolutely clear, my complaint is not about being told that the pool was not open yet. I completely understand that. My complaint is about the way the female staff member chose to speak to and treat us.
There was absolutely no need to shout "Get out! Get out now!" at a mother and her children over an honest misunderstanding, especially when the entrance gate was open and there was no clear warning that entry was prohibited.
The behaviour was disgusting and completely lacking in basic professionalism, courtesy and human decency.
Departments dealing directly with the public, and especially those within hospitality and leisure, should have staff who are properly trained in customer service, communication, patience and how to deal respectfully with families and children. Mistakes and misunderstandings happen. They should be handled calmly and professionally — not by shouting at people and humiliating them.
I sincerely hope management reviews how staff are trained and how situations like this are handled in the future.
Unfortunately, this was our first and last visit.
Shame on the staff member for the way she treated us, and shame on the lack of professionalism and training that allowed this behavior to happen.
