Placesleisure Omdömen 

My eight-year-old son has attended the holiday club at Dover District Leisure Centre for several years. Following a serious incident on 27 July involving how his ADHD and Autism needs were handled, I made a formal complaint. Initially this wasn’t handled correctly, so as per Places policy I escalated it to Stage 2 with Customer Services.

The local management team have since engaged constructively with me and appropriate measures have now been agreed to support my son when attending the club. I appreciate their response.

However, the wider concerns raised by what happened are serious and I escalated my complaint to Places Leisure’s central Customer Experience team on 31 July.

Their published timescales for acknowledgment and a full response have now passed. As at 19 August, I have received no response from Head Office and no explanation for the delay.

For an organisation providing holiday clubs where parents leave young children in its care, I would expect safeguarding and additional-needs concerns to receive prompt and transparent attention at corporate level.

I will update this review when Places Leisure responds.

I joined West Bromwich Places Leisure for the Aquafit classes as I have Fibromyalgia. During the school holidays these take place in the small pool. Unfortunately a week into the holidays they had problems and the pool will be out of use until September. As I only use the Aquafit classes I asked for reimbursement of my fees. They informed me I still need to pay as I could use the other facilities even though my condition prevents me.
I then tried to cancel my membership through the app and online 2 weeks ago, but I heard nothing back.
I raised a complaint nearly 3 weeks ago and only after mentioning that I had cancelled my membership did they have the audacity to come back today and ask me to pay another month's money to cancel it. The T&Cs say 14 days notice.
Awful customer service and no contact.

I was very disappointed about our visit to the Horsham pool . The flumes were closed and the water was dirty with lots of black bits in it . Also the screen flaps from the indoor pool to the outside pool were dirty .
We took 9 children for a summer holiday treat which was very disappointing.

The water had black bits floating in it. the screen flags were dirty
The flume was Still shut and we discovered we could not use the swim lanes without saying more . Which would gave been a nice thing as no slide.
We had numerous children there today for a summer holiday treat we will not be coming again.

Aggressive member of staff on duty on Friday 7th August. He was very abrupt and angry when asked simple questions. Need’s customer service training! Very disappointing visit.

My reveiw is in regards to their Senior Customer Service Executives response to my complaint below

Hygiene issues at New Malden centre, I notified them of the following : 3 members of poolside staff including the lifeguard were wearing dirty outdoor shoes which is the norm at this centre, children swimming with baggy sports t shirts rather than appropriate swimwear and lastly that the centre needs a really deep clean, the response has been for them to confirm the poolside staff were wearing designated indoor footwear , this is complete fabrication and I have friends who can vouch for the staff wearing outdoor footwear, they also state the wearing of t shirts is fine and they have passed on my comments to the centre re the cleanlines, what a poor response to obvious hygiene issues at a pool they manage for the local council, need to do better

We visited the Eastleigh branch, 2 carers with an Autistic child who wanted to go to soft play. There was a queue waiting to pay to get inside.
We approached the front and asked the gentleman who was serving people if he would be able to serve us as we could not wait in the queue as the child we were with was already impatient and we wanted to avoid a meltdown.
He refused and advised us that he would have to serve the queue first, we could wait outside.
Not only was l surprised that he would suggest we wait in the queue with an autistic child who is already showing impatience, but to suggest we wait outside takes the trophy.
He had a meltdown outside, and 15mins later, we managed to convince him to go to a different soft play....

Caught out by the poor website - booked for 5 when meant to book for 4- reception flatly refused to refund difference with a we don't do refunds response! So short sighted as will use other facilities more! Outside pool also closed which wasn't mentioned anywhere

Tooting Bec Lido 29/07/26. First time visiting, pleasantly surprised at the facilities on offer. Nice on a hot day. Appeared clean. However really disappointed by a different element of our visit to Tooting Bec Lido.

On arrival, the security guard was engaged in a lengthy conversation while people were waiting and security checks were inconsistent. When I asked whether this was the check-in point, his response was dismissive.

Later, while enjoying the children’s pool with our young child, we were the only group approached and told to reduce from two adults to one child because it was “getting busy” despite the pool actually being quieter than when we’d arrived(6 adults compared to 15 when we later returned ). We complied without complaint and went to the big pool.

What made it worse was returning later to find the children’s pool significantly busier, with two different groups clearly having 2 adults accompanying one child, yet nobody else was challenged. We also re-entered as the same group of three after the lifeguard changeover and no one raised any issue.

I have no problem with rules being enforced. I do have a problem when they appear to be enforced selectively. The inconsistency left us feeling singled out and completely overshadowed what should have been an enjoyable family day out.

The booking system is unnecessarily rigid and I was made to feel like a criminal for asking to move a badminton court booking...

I telephoned the Camberley centre over five hours prior to the start of a badminton session. I explained that we had meant to book the court an hour earlier and asked if the booking could be shifted. The polite young lad said he needed to check with the manager and was gone for what seemed to be several minutes.

When he returned to the phone, he sounded a little embarrassed to say "no" and cited their terms and conditions "there can be no cancellation or transfers of bookings" (no doubt under instruction from the manager). There were four courts available for the hour earlier, and I found it bizarre that their system (apparently) disallows staff to alter a booking. He did offer to cancel and re-book, but said I would not get a refund for the cancelled session and would need to pay again for the new session! Hmm.

I asked to speak with the manager, with whom I explored the possibility of turning up an hour early; and if a court was available, just playing an hour early. To me, this seemed like a simple workaround. But the manager seemed uneasy and said it would have to be considered by 'the manager' who wasn't due to start for another 15 minutes or so. Since the person with whom I was speaking was also working the evening shift, I was surprised they didn't offer to have a chat with 'the manager' and get back to me. Instead, we left it that I would call again nearer the time.

About 45 minutes prior to (the hour earlier) session, I called the centre three times but my calls were not answered. Since there were still four courts showing available on the app, I thought we should just turn up and there wouldn't be an issue... Or so I thought!!

The 'manager' I spoke to on the phone was on the front desk and seemingly irritated I had just turned up, and questioned why I hadn't called ahead. I explained I had but no body had answered. They went off into the back office to find 'the manager' and were probably gone for 5-10 minutes. It was curious that the other member of staff on the front-desk also disappeared into the back office and I got the impression they were debating the situation. This is pure speculation of course, but I was feeling guilty as a queue formed.

By the time the 'manager' (and other member of staff re-appeared), we were five minutes into the (earlier) session, for which there were still four courts available.

The 'manager' looked serious and said to me words to the effect "we wouldn't normally do this, but as a one-off, we will let you play earlier - but you will have to wait for a net to be setup which might take a while." Hmm. They were clearly very reluctant to be helpful and made me feel like I was asking far too much.

When we went upstairs to the sports hall to wait, guess what we found? One half of the sports hall (four courts) was completely void of people. What's more, three of the four courts already had badminton nets set up!! To be very clear, there were three badminton courts set up and ready to use, but for which had no bookings for that hour. I was more than a little frustrated at this point. I honestly couldn't understand why the management were making such a big deal out of the situation.

When nothing goes wrong, you will find the Camberley centre perfectly fine. The staff all smile and are usually very helpful. But when you need something slightly out of the norm, there seems to be no common-sense and the management would rather quote the T&C's than be helpful.

Horrible front desk staff having a go at my friend and then blocked her gym membership card

They run Putney Leisure centre. Staff are really nice. Hence the extra star. The corporate entity totally out of touch. Last month they sent an email saying they were shutting the pool for at least 6 months to shorten it from 33m to 25m. Where's the sense in that. No consultation with the swimmers. Wanted to spend £9.5m !!!!
Thankfully we all objected and the council put a hold on their plans

The swip card gate system did not work again. There was a queue so I gave up. Not very good experience at all.

No facility for my 12 years old daughter to go swimming with her friends on the first day of their summer holidays due to grumpy lane swimmers and lessons!!God forbid kids wanting to have active fun ! on well back to their phones then !

Camberley, duty manager has no idea how to deal with people with hidden disabilities.

Whoever Manages the Fairfield Site at Dartford needs removing. It is quite obvious by so many un-helpful, miserable Staff that there are internal Issues going on. Also, despite receiving 3 confirmation emails of our Booking, there was no Barcode included. The Lady on Reception asked for the Surname and when given replied "so thats 4 Adults" to which I responded " no, two Adults and one Child". The wait time to be seen at the Desk is unacceptable as is the general attitude of those doing the job - or should that be not. Given the amount of negative reviews this place gets you think someone, somewhere would wake up.

I just wanted to commend the young male lifeguard on duty in the middle pool at Felixstowe Leisure Centre on Saturday 11th July 2026 @ around 1.25 for his swift rescue of a small boy whom was only a couple of metres from his parents/carers that had their backs to him. I will admit I have, in the past, been one to wonder how these young lifeguards would actually react to a life or death situation such as that that I witnessed, but that thought has been well and truly refuted and I take my hat off to him. Very well done Sir for your super quick reflex, you did amazing!

This leisure center is horrible . It is overpriced for what it is is and the gym is even worse terrible equipment barely usable and there is not enough machines for everyone so you have to wait 10 minutes to get a machine . Good luck as well if you are under 16 there are so many restrictions to go and you have to constantly check to book within 5 minutes or it is all taken so you can’t go and it is not enough time to do a high quality session with you getting banned if you miss 3 sessions or being 15 minutes late which is a week ban and doubles each time which you still have to pay for which is unreasonable and there was no communication apart from a sign saying about this policy so I would just lie and say your over 16 and go to a better gym which will be cheaper and better quality for you . Overall the gym is horrible and I feel bad if you go there

I attended Places Leisure Camberley on the 4th of July for a scheduled swim session, only to find out upon arrival that it had been cancelled. Ruined the kid's day.
What makes it worse is that I received no prior warning whatsoever. The centre has all my contact details on file, yet failed to send a simple email or text to let me know before I travelled all the way there. It is highly frustrating and incredibly poorly managed. Places Leisure needs to improve its notification system immediately so customers don't waste their time and travel expenses for nothing. Ruined my day.