Austgrade Mascot Swim School

The Top Ryde location was just a chaotic, disorganised, traumatic and terrible experience. No chance I'd recommend anyone go there.

Can not recommend enough. We joined the Top Ryde centre as they just opened. My son had been to previous swim schools in the area and he had not progressed, if anything he went backwards…scared of the water. After the very first lesson he enjoyed ever second of it. Santiago and Isabel were awesome with my child and we are 4 lessons in with so much improvement and confidence. Management has been amazing as well particularly Hannah who has been happy to answer any questions that we have had. Thank you Austgrade and keep up the amazing work you are doing.

My son had his first lesson here at Austgrade Top Ryde today. Awesome facility, very friendly staffs (Andrew and Jenny) and the instructors, especially Katheryn was super calm and professional. The pool was extremely well maintained - clean and set to perfect temperature! My son had a lot of fun today and we’ll look forward to attending future swimming lessons at Austgrade Top Ryde. Highly recommended!

Initially this business went through some issues with a previous manager, I cannot fault the turnaround with new manager and the high level of coaching since. A shout out to swim instructor Alex, a massive thank you on your coaching of my daughter, at 6 years of age she is now practicing doing laps after getting her technique developed & most importantly she loves swimming.

The instructors are pretty good but the operations / management of this place is HORRIBLE. So disorganised. Always. It’s like they’re always flustered.

I signed up my baby for baby class through the online system. It's buggy. First, it allowed me to enrol through the payment without registering first and then it asked me to register after. Once, I registered, It didn't direct me to the correct place to show my enrolment so I had to click enrol again through payment. As I looked like my previous enrolment didn't go through.

I showed up the first day and the guy said I had 3 enrolments and he looked at me unhappy. I explained to him what happened but he just looked down on me: (Anyway, I still came to the class once a week until I noticed in the customer portal, I still got charged doubled. Looks like the guy didn't fix it after all.

I also did cancel two classes as my baby was sick and I couldn't do a make up class online (no classes were showing). Really hard to contact them thru phone as well. Up until now, I haven't been able to sign up for a make up class.

Experience in the pool, everytime I came to the pool, we had a different instructor everytime. Not sure if this is normal but I prefer to have someone throughout the term. Hence, the session is different everytime, lacking consistencies. Different techniques were being introduced. Confusing especially for those babies that were not comfortable with strangers.

Too crowded so it was so hard to listen to the instructor especially when we need to sing and give instruction back to the baby. How does this even appropriate?

I am currently asking for a refund and termination. We'll see how it goes but for mommies out there maybe ask for trial class first before signing.

Lack of communication and all about threatening. Small pool and a bit crowded. Not an usual aussie style kind communication, business is managed in an unflexible manner.

I have three children swimming in Austgrade for 6 months and I am thrilled how much they improved. The instructors are fantastic and the customer service is outstanding. The facility is clean and great!
thank you Austgrade! Jen

Excellent. Flexible program for baby swim classes, positive customer experience. Great facilities. Warm pool, salt (not chlorine).

Dont choose this scam. Money minded people. My child hasnt attened any classes after pandemic but there are sstill charging saying the subscription is for Quater.pay even if you dont attend. I even asked for temporary cancellation for a month but they are no. Also they are very rude and uncomformtable to approach.

NOTE: My previous matter-of-fact negative review got blocked (even though I was never rude or violated any other regulations), and curiously, within THE SAME HOUR that Austgrade replied to that review they had multiple five-star reviews (see attached picture). This is curious because prior to my review and Austgrade's reply to me, they had zero reviews for the two months they opened. Is that a coincidence? Or did Austgrade left positive reviews for themselves within the same hour of replying to my negative review? You decide.

ORIGINAL REVIEW: The staff unilaterally decide to extend the "notice required to withdraw" from 2 weeks to 4 weeks. Worse, they insisted that it's always been 4 weeks and that none of the staff had ever conveyed to us that 2 weeks notice is all that's needed. Manager Natalia was very rude when dealing with this matter and implied we either got confused or outright lied to withdraw "early".

In the end we found the email sent by Natalia herself specifying that parents need to give 2 weeks to withdrawn (our friend also found the same email sent to them when they enrolled).

Even then Natalia somehow had to remain rude. She kept refusing to answer whether she saw this email we re-sent back to her (kept saying it doesn't matter anyone), dodged the question of whether the original agreement really was in fact 2 weeks, and just wanted to hang up abruptly. Obviously no apology was given despite the proof that they were in the wrong.

We literally had to fight to withdrawn without paying for the extra weeks they unilaterally demanded. The whole experience was so unpleasant.

Having a really great experience, top notch quality of pool and change-rooms, friendly and knowledgeable staff and great atmosphere. The kids are always laughing and never want to leave. Highly recommend!

Having a great experience here at Austgrade swim school Mascot.
Friendly and very knowledgeable staff and swimming instructors, clean pool and great services.

Thank god this place opened up! So convenient right in mascot my kids love it and also attend swim lessons at Austgrade with their school. They have never been more excited for lessons so surprised and happy. Highly recommend if you are looking for a private swim school for your kids have tried a few private and public around the area but none make the kids happier and develop faster in their swimming than this place, thank you Austgrade staff:)

Love this swim school! Nat is great all the staff are amazing with the kids and most importantly my daughter loves it here and is progressing nicely! Thank you so much