Disappearing bookings at the Lee Valley course...

[Cthom]

At the beginning of the week I phoned and booked to paddle the Olympic course today (Saturday) at 12:00. I gave my credit card number and was told the payment had been taken and that I was booked.

I turned up today, unloaded, parked, and queued up to the counter, only to be told that they had no record of my booking. Not having a bank statement handy, I couldn't prove that I had booked/paid. Someone from further back in the queue came up and said they'd had the same disappearing booking experience a few weeks before. Despite this the staff denied that there had been any problems in the past and told me next vacant slot on the course was 16:00 which was well after I needed to be home, so I unparked, loaded up, and came home (spitting blood).

On arriving home I checked my bank statement online and the booking fee had indeed been taken. Now I'm waiting for a reply to my email asking for an refund/explenation/compensation.

Meanwhile I'd be interested to hear if anyone else has had a similar experience.

[waverley610]

What a Bummer!

Previously had the very same experience but fortunately managed to keep my original slot after paying again in cash on arrival
and for next visit given a credit on production of credit card statement as: quote... "they don't do refunds".

Only once have I received an email confirmation for telephone/online bookings [we are members!]; for park n play kayakers the customer experience has been abjectly poor since day one and as I understand the same people will be running things post Olympics!

Try writing to the BCU I'm sure they'd listen ;-)


Chas

[happykayaker]

This happened last week to a member of our club who had book over the phone. His 12 o'clock legacy booking was fine but the 13:00 Olympic booking had gone missing, luck was on his side as their were still places. The rest of the club had booked Online and were ok. Hope this is going to be sorted as a lot of slots are not shown online and the only way to book them is over the phone. For those who book over the phone take a name and try and get a booking reference.

[followme]

One Wednesday evening, accidents on the M25 meant a 30 min journey to the course took nearly 2 hours. Still made it in time only to be told the Olympic course wasn't open and would we like to go on the Legacy instead. This despite pointing out to them we had paid for the Olympic course and that their booking form, on the desk in front of us, clearly had us down to paddle the Olympic course.

Apparently nobody had thought to contact us in the week following the bookings to let us know that the course was going to be closed. The duty manager couldn't give a toss.

Whilst the actual courses are a fantastic facility, just about everything else there is far from Olympian.
No idea what the survey they ran (towards the end of last year?) threw up but typically:

Parking is insufficient
Reception is overwhelmd
Rarely enough lockers (& that was before half of them were out of order)
The cafe is farcical (both in terms of what it offers and the ability to serve it).

I hope the management is changed when the centre re opens and the off water experience is improved to a standard that fully complements the courses.

[kayakwalker]

I had exactly the same experience, turned up after paying for mine and a mates booking on the olympic course to be told there was no record of our booking. I then argued with them for 30 mins til they then backed down and let me on the course then missing 20 mins of my booking! I find the whole course is shambles. The design at times really makes you wonder who designed it at times. The main specator area is near the start where there is nothing to look at instead of being at a big wave or something more exciting. The cafe is always rammed and cant move in there. You cant walk back to reception to put wet bibs back and then get the next for the following hour as you will put water on the recection floor. So its not designed for either spectators or paddlers. :s

[yatesy1983]

Whilst the booking experiences above are clearly unacceptable I have to say from a personal and club perspective my experience has been overwhelmingly positive.

The are areas for improvement, but saying that the entire management should be changed seems harsh. It's a new facility and there will be teething problems however enabling access to world class artificial whitewater for club paddlers has to be commended. I think the design is fantastic and our club members think so too. The group of paddlers that we led down the upper T yesterday are testament to the fact that Lee Valley is an asset to recreational paddlers. The skills that they have honed through our club bookings at the legacy course had them rocking the T, their self confidence and enjoyment was clear. For me, this is what facilities such as this are about.

We have always been able to park, not always 10m from the entry lake, but always on site. There is a drop off area which is kept clear so that kit and boats can be unloaded, and a 5 minute walk from the car after parking closer to the entrance gate hasn't been an issue for us. There are paths around both courses, so spectators are more than capable of seeing the action, the bridge above the Olympic course also gives the opportunity to view any entertaining carnage. I do agree that the service in the cafe isn't the fastest, but I've always enjoyed my post paddling sausage roll, yes it get's busy but I don't see this as a cause for complaint.

Apologies for the rant, but it's far too easy to post negatives on public fora. I've seen first hand the benefits Lee Valley has brought to our club. It's ignited the enthusiasm of our newest ww paddlers, promoted cross discipline paddling between our ww, sea and open boaters and added a new dimension to our club coaching. By all means raise concerns with the centre, only then will they improve, but please recognise how lucky we are to have the facility in the first place. I for one look forward to it re-opening after the Olympics and I know our members do too.

[scottdog007]

I've had it a couple of times when I've made a phone call and gave details over the phone. Both times they booked me on the wrong day. On the second occasion I was really careful and made sure they read back what date and time they booked me on. But still a mistake was made

On the positive side they sorted it there and then and changed it to the time I wanted. The staff there have been fine, friendly and generally eager to help.

I just wonder if the it is not clear for them on their computer booking in system and so is easy to make mistakes. May be booking over the internet via their web page solves this.

[sshearing228]

Whilst the booking experiences above are clearly unacceptable I have to say from a personal and club perspective my experience has been overwhelmingly positive.

The are areas for improvement, but saying that the entire management should be changed seems harsh. It's a new facility and there will be teething problems however enabling access to world class artificial whitewater for club paddlers has to be commended. I think the design is fantastic and our club members think so too. The group of paddlers that we led down the upper T yesterday are testament to the fact that Lee Valley is an asset to recreational paddlers. The skills that they have honed through our club bookings at the legacy course had them rocking the T, their self confidence and enjoyment was clear. For me, this is what facilities such as this are about.

We have always been able to park, not always 10m from the entry lake, but always on site. There is a drop off area which is kept clear so that kit and boats can be unloaded, and a 5 minute walk from the car after parking closer to the entrance gate hasn't been an issue for us. There are paths around both courses, so spectators are more than capable of seeing the action, the bridge above the Olympic course also gives the opportunity to view any entertaining carnage. I do agree that the service in the cafe isn't the fastest, but I've always enjoyed my post paddling sausage roll, yes it get's busy but I don't see this as a cause for complaint.

Apologies for the rant, but it's far too easy to post negatives on public fora. I've seen first hand the benefits Lee Valley has brought to our club. It's ignited the enthusiasm of our newest ww paddlers, promoted cross discipline paddling between our ww, sea and open boaters and added a new dimension to our club coaching. By all means raise concerns with the centre, only then will they improve, but please recognise how lucky we are to have the facility in the first place. I for one look forward to it re-opening after the Olympics and I know our members do too.

I Agree I think it is a fantastic facility and has really helped our club hone some WW skills. I also agree that it does have teething problems but, they are focused more on the olympics at the moment than anything else and I am sure that with future investment and constructive feedback they will slowly change things like non slip flooring inside the cafe and make it more paddler accessable, I think the cafe at Cardiff works really well and if they could make an area like that it would be good. However they should phone if the olympic is not on, as people travel somewhat to get there and certainly offer the legacy as a replacement. It would be good to see their website have a members Forum to suggest ways to improve the facility and then at least people could express ideas for the correct bigwigs to see

[sshearing228]

And put a canoe/Kayak shop on site. (Even though Brookbank is down the road)

[Big Henry]

The main specator area is near the start where there is nothing to look at instead of being at a big wave or something more exciting.

There are paths around both courses, so spectators are more than capable of seeing the action, the bridge above the Olympic course also gives the opportunity to view any entertaining carnage.

So during the Olympics all the spectators will be spread along the paths and on the bridge? Or are they more likely to be penned into the main spectator area?

[yatesy1983]

They're building spectator stands for the Olympics, these will be removed afterwards.

[Randy Fandango]

I'm quite sure the centre's senior management would want to know about instances of this kind so they can try to put in place measures to stop it happening in the future.
In my experience they're decent guys and do care about customers' experiences.
Giles

[cp]

Why should people expect tis to be any different from the Nene or Tees ?

Chris

[Randy Fandango]

Why should people expect tis to be any different from the Nene or Tees ?

Chris

Sorry -- in what way do you mean?
Giles

[cp]

In that customer service for recreational paddlers is severly lacking at all these artificial courses. They are there for profit and mainly cater for the rafting side, LV currently interested in the olympics but I would not expect it change towards recreational paddlers when they are finished as neither the Nene or Tees do so.

[JimmyP]

I've had nothing but good customer service from the people behind the desk at LV and some have gone above and beyond what is required in the past.

[Big Henry]

The main specator area is near the start where there is nothing to look at instead of being at a big wave or something more exciting.

There are paths around both courses, so spectators are more than capable of seeing the action, the bridge above the Olympic course also gives the opportunity to view any entertaining carnage.

So during the Olympics all the spectators will be spread along the paths and on the bridge? Or are they more likely to be penned into the main spectator area?

Just read this back and it seems to have come out really badly! Hope you didn't take any offence, cos none was meant.

[yatesy1983]

None taken! I read it as a genuine question.

[Bob Flanagan III]

The parking always seems to be a problem at Lee Valley. Yesterday, when I arrived, one of the gates was shut and there was someone on the gate talking to the car in front for 5 mins while I was waiting to pull in.

Why this person was on the gate slowing down the flow of traffic was beyond me as it seems that the vast majority of cars parked were for people who just fancied a stroll on a sunny day and thought they would go over to the Olympic Course and see what carnage was going on.

[Cthom]

I just spoke to the LVWWC manager who has apologised for the booking problem, refunded my fee, and given me a paddling slot by way of compensation.

He has also agreed that it would be a good idea to provide phone bookers with either an email confirmation, or a booking reference number. This to give people some proof of booking and thereby give them the confidence to travel.

Let's hope that's sorted now...

[HarryWats0n]

Is the olympic course now shut to the general public?

[Randy Fandango]

Is the olympic course now shut to the general public?

I believe it's shut from the Tuesday just after Easter -- unless anyone has heard differently?
Giles

[sshearing228]

Is the olympic course now shut to the general public?

I believe it's shut from the Tuesday just after Easter -- unless anyone has heard differently?
Giles

I thought it all shuts on the ninth does that include the Legacy course?or am I just being hopefull

[Randy Fandango]

Well the 9th is Easter Monday so that's kind of when I meant.
I'm told the whole place shuts down and to be fair that would make sense as it's the rafting on the Olympic course that doubtless pays the bills and if that's not running they won't want to be paying anyone's wages if they don't have to I don't suppose.
Giles

[mantamx]

they told me they are handing it over to the Olympic authority, and cleaning out absolutely everything in the process.. course is then drained, so that a worker could not possibly drown... at some point national team trainings also progress.

[thetangoman]

They have obviously picked up on this concern. I just called to book on this weekend, raised a concern about the chance of my booking going missing only to be informed that they send email confirmation out immediately following a telephone booking.

Hopefully this should dramatically reduce the risk of bookings disappearing!

Andy