Myself and my three year old son travelled to this centre. We are visits the city as my partners head office is here. Upon entering, we were told that we needed a passport to gain access to the swimming pool.
The website does not state this (nor on the visit Gent website where it is heavily advertised ) - at least not in English. I presented a scanned copy of my passport as carrying a passport to a leisure centre is not something I would feel safe doing nor would I consider it needed. I am not sure who would be comfortable leaving their passport in a locker. After being told that the policy is there to have one for entry - their own company policy - to stop trouble and to identify who would enter the centre, the lady on the desk stated that the passport needed to be scanned yet then went on to add that they then need to type the name in to the computer and that’s the information they need. She then went to say that it is government dictated. All of the information she was giving was contradictory.
I spoke with my partner, he spoke with his team in his head office and not a single one of them had heard of this being a thing - all residents of Gent and surrounding areas. When sat watching others check in, not a single customer presented documentation; I’ll let you as a reader make your own assumptions about that one.
I asked her to consider this on an individual basis - based on the fact we did, in fact, have identification on my phone but the hindrance was their own computer equipment - and the fact that we couldn’t read the website. In addition to this, being a solo female traveller with a small child it is unlikely that we would be there to cause trouble.
She went and fetched her senior - which I now believe to be the centre manager - a middle aged male - who came to me and stood in a side stance, no eye contact and confrontational body language. It was clear that no resolution would be found. He was not willing to engage in a civil conversation and instead, spoke in another language and when asked to repeat himself responded ‘why do I need to?’ Furthermore, then asked for his name he said ‘I don’t need to tell you that’ or, ‘why do I need to tell you that?’ No words were even spoken from myself other than to ask him to explain the policy.
We have travelled from England and spent 40€ in taxis for a wasted journey to get there from our hotel, which again, was mentioned to the management. Not an ounce of customer service skills were seen between the entire team. In addition to that, you have let down a small child. This was pointed out and not taken in to consideration which adds to the dire customer service.
Now, I sincerely hope the male mentioned sees this - sort your attitude out. This is not how you run a business nor treat customers. I suggest some courses on customer service with particular focus on resolution skills. You will find that in fact, your business will thrive if you are willing to compromise and not use confrontational approaches. Furthermore, I suggest you update your website to reflect this necessity of having documentation in various languages. We won’t be the last who will experience this.
