Aquarena Aquatic and Leisure Centre

We have been a member of the club for the past 2 years and management has changed once or twice during this time with price increases. However, value for money, customer service and services offered has been way below expectations!

I personally think this club is situated in a great location and has a lot of potential to offer it's customers better facilities and swimming classes. Also, the indoor swim lanes are hardly usable for leisure as it's always so packed so don't count on any swim time!

For example, I would highly not recommend taking swimming classes at the club. My son has been here for two years and coaches are not proactive and the swimming programme has no structure. In the previous swim school - State Swim Caroline Springs, my son was graded every 6 months, teachers informed both student and parents on what to improve on and he moved to the next stage based on results. My son has been in the same Marlin grade for the past 2 years!

Today we raised this issue via phone with the club personnel and they were shocked that he has been in the same grade for so long. However, what was strange is that they asked us to ask the coach and Head of Swimming why this is happening instead of getting them to call us and provide an explanation.

Rest assured, they have been very quick and efficient to collect payments and send updates on payment increase! I find this very disappointing, unprofessional and not acceptable especially if it concerns a child's progress!

P. S Please ignore the reply below from the club. The Head of Swim Program called me and mentioned that she will personally email / call my son's mother to set a time to access my son. We still haven't received the call or email. Therefore this issue is not resolved yet. Quite disappointed that it's marked off as complete by the reply from the club below.

Could you please clean the spa. It's depressing to see black smeary water marks around the water line. People aren't showering before entering and people are using the spa without bands. It would be terrible publicity to take photos of the grime. I hope this has been valued feedback. Thank you.

This is a complains：
Today my uncle's kid and I going swimming here, we were doing lap swimming for only 5 mins. A really rude stuff Pointing at us with duty manager and then come to say I'm not allowed to teaching and ask me out.

I said no and why?
I came as his guardian (he is a autistic child and really hard to have this swimming school’s lessons) we didn't affecting anyone.
We actually just did the lap swimming but she keep asking me must get out (with a very rude and racist tone)

Then she threatened to call the cops if I didn't get out, WHAT? To arrest us for swimming in Medium Lane?

The kid heard that she was threatened to call the police, so he no longer dared to come swimming. This is really a offensive and racial discrimination.

Kids usually know that the police are helping and supporting people, but this lady wants to call the police to catch us out, it’s ridiculous, I can’t believe why she treat us like that.

If the police were to come, it would be better. I would like to talk about why thieves come to gym and this pool to stole car key and the car while people swimming. Which is more worth paying attention to…

Btw, her name is ELLA… Working as receptionist and lifeguard.
If Ella you see this message, I hope you can say sorry to us because it’s a really serious issue for us.

Unprofessional organization.not worth a single star

add on: the front desk staff need to be proper trained, stand in front of the front desk, she dont even bothered to have any eye contact but staring at the pc.how much cost to smile or say will be with you in a sec?

not happy to work? Then stay home, let someone to have the job.

Very crowded also they don't have a sauna what is the purpose of an aquatic centre without sauna? I have to go all the way to eltham for a sauna

Professional and really polit stuff.
Thanks for their friendly cooperation!
Nice place to learn swimming or playing in some different pools

Great facilities, many exercise/gym class options. Heated outdoor and indoor pools all year round.

My husband and I were treated terribly by another client and staff. We stayed loyal during covid times and when we complained about the issue the management didn't care at all. So disappointing.

It cost about $50 for my partner and me to access the warm water and outdoor pools on a Saturday afternoon. All the lockers were broken and I opened about 6 that were supposedly unoccupied, to find peoples valuables inside.

I wish management would invest more money back into this facility. It's a shame to see that not much has changed or been updated in the last 20 years that I have been coming here. As much as I love the outdoor pool, we ended up renewing our WaterMarc membership instead. Considering how dilapidated the swim facilities are and the attached cost, there are many other pools in the area that are more modern and offer better value for money.

It was busy when we went, 1st warm day in a while so new what to expect. Crowd starts to think out at around 3: 30 and slides open to 5. Wait time on slides is ok. They would be better off closing the swim lanes on the crazy days. Do the lanes in the indoor pool.

Used to be my favourite to chill after 5pm. Now staff play the worst doof music outdoors! Cya Donny pools!

The indoor pool very good, the spa not very hot and the indoor pool showers, no hot water.
The spa area and pool showers have been fixed and hot

Poor management for the adult swimming class. I only had 5 lessons on Thursday nights after I've joined membership, but I've met 4 different coaches each lesson. I just want a same coach every week so that she or he could coach us better.

Good size indoor pool and outdoor pool. Friendly staff. Indoor pool was a lovely warm temp. Change rooms were large and clean.

Terrible pool experience. No sauna despite advertised as having a sauna. Not told at reception when asked for a sauna pass and none of the lifeguards knew what a sauna was

Always clean and good facilities.

Lockers need maintenance and last visit they had way to much chlorine.

Really stung my eyes!

Only time it's happened so it's no big complaint.

As a long term member, I am quite disappointed with this facilities. I normally use the outdoor pool only, all through the year but it’s getting dirtier every day especially in summer time when they allocate more lanes to playing area and less lanes to the swimmers. I believe the least they can do is forcing people to take a shower before getting into the pool!

The showers are broken, too many lanes allocated for swimming lessons, most of the lockers are out of order.

Such a nice and clean centre. The amenities are fantastic and quality. The pools are clean and have plenty of life guards present reassuring you that you’re safe.

Outdoor pool is cracked in many places and falling apart. Outdoor pool is not heated appropriately, which Aquarena staff are constantly trying to cover up. They also over-dose the pools on a regular basis, leaving a metallic taste in all swimmer mouths.
Customer service and cleanliness of the whole facility is also very poor.