I've never written reviews, but this time it boiled over.
My child and I (a girl, 2.5 years old) visited the swimming pool at the Ostrov Children's center (Bagaleya str. 5) for 2 months. Everything was fine, but on 12/24/2016 (Saturday), when leaving the pool, I heard the tone in which the cleaner (hostess Natasha) communicates with my child - rudely and aggressively. It wasn't the first time this had been noticed, so I asked her why she was talking to the child in such a tone. In response, I received: “And what does she allow herself? She tells me where to wash and where not to wash.” My remark that you need to contact your parents, and not be rude to the child, received reproaches that you need to educate normally, and so on. While I was writing the statement, the aggressive dialogue continued. The receptionist had no reaction. No comment was made to the staff. The culmination was the phrase of the cleaner: ‘Well, write your paper, if I leave, then you go to (the male genital organ in a rough form)!’And all this in front of my child! The receptionist heard everything perfectly! On the same day, I asked the manager of the institution to contact me.
I got a call back. The woman introduced herself as one of the main administrators and said that they had watched the surveillance video and had not heard the cleaner say those ‘cherished’ words. And the receptionist didn't hear it either. No one has heard anything, but I'm a dreamer. The requirement to fire the cleaner became a matter of principle for me, since the place itself, the pool and the coach completely satisfied me. But I was told that no one would fire anyone, as she was doing a good job with her duties. To my question, and what options are offered to me, they offered several tempting ones:
1) We refund your money and you do not come to us
2) We can transfer you to the Cold Mountain
3) Or continue to walk and see this
I didn't like any of the options. I said I wanted to talk to the owners of the place and get their opinion on this. I was told that the owners know the situation, and the administrator is their mouthpiece. But I couldn't help wanting to talk directly to the owners and find out if this was really the case. I asked the owners to call me back in the next few days. I was told that this would happen no earlier than Monday and at a time convenient for me. I asked for 11 o'clock in the afternoon.
Monday.
11 o'clock - no one called;
13 o'clock - no one called;
16 o'clock - no one called;
at 17 o'clock I called myself. The answer to the question why didn't you call back: “All the information was passed on, and I was supposed to get a call back. Now they will remind you again”
Tuesday.
I call at 11 and ask why no one has dialed yet. They replied that all the information had been transferred, and they should call me back soon.
16 o'clock - no one called back.
The next day I called and asked for a refund. They called back 10 minutes later and said that I could come and collect the money without any problems. To my last question, so why didn't the owner call me back, it turned out that he was on vacation!
I've heard a lot of reviews, a lot of good ones, but unfortunately, an extremely negative situation happened to me, which was indicative for me in terms of the institution's attitude towards customers!
Nevertheless, I want to thank Coach Elena. A very kind woman and a really good coach.