West Wave Pool and Leisure Centre

I just visited Westwave Pools in Henderson for the first time and it exceeded all my expectations! The facility was very clean, the staff were super friendly, and the gym had the latest machines. The badminton court was also excellent. I had a fantastic time in the pools and will definitely be coming back. Highly recommend!

Great public facility. I go for Water Walking & the set up is great. Many swim / gym / recreation activities available. Life guards on duty. Clean spacious changing rooms. Good hot showers. Small coffee shop on site

I struggle with anxiety but always feel safe and comfortable here...the staff are amazing as I go everyday, I meet random people daily, I personally strangel day to day with my health issues and it never judged and trying to open up to my family and friends is difficult, but here it's so easy and relaxed..... super clean....yes I know that people say ohhh that don't have this and that, best you remember they don't get funding they need to support the community...personal opinion and people do take take things that's not theres

Subject: Formal Complaint Regarding Unfair and Unsafe Experience at West Wave PoolnnI am writing to formally express my deep disappointment and frustration regarding two unacceptable incidents that occurred during my family’s visit to West Wave Pool around 12:00 PM today.nn1. Unfair Entry and Queue MismanagementnMy husband, our two young children aged 3 and 5, and I waited patiently in line for about 30 minutes with many other families. When it was finally the turn of the family in front of us two adults and four children, an additional group of people — two men and two children — suddenly joined them, making a total of about ten people entering together.nWhen I raised my concern to the receptionist, she dismissed my complaint with an unclear and unreasonable explanation, insisting that it was “fair.” This was absolutely unfair and inappropriate, especially to the many families and small children who had been waiting properly outside. The combined group later used three separate family changing rooms, clearly showing that they were not one family.nSuch poor queue management and the receptionist’s dismissive attitude were extremely disappointing and unprofessional.nn2. Unsafe and Irresponsible Information from Reception StaffnMy 5-year-old son wanted to use the waterslide, so I specifically asked the same receptionist if he was allowed. She confirmed that it was fine, and we paid for admission. However, once we reached the slide, the lifeguard stopped my son, stating that he was too short to use it.nWe were told the amount would be credited back, but the issue is not the refund—it is the serious lack of accurate and safe information. If the lifeguard had not intervened, my child could have been injured. This kind of misinformation from a receptionist is completely unacceptable and potentially dangerous.nnOverall, this experience left my family deeply dissatisfied and concerned about the fairness, safety, and professionalism at West Wave Pool. I urge management to take this matter seriously, review staff training and procedures, and ensure that such irresponsible behavior and mismanagement do not happen again.

Our experience at West Wave Pool and Leisure Centre was extremely disappointing.nnUpon arrival, the line at the reception was very long, extending all the way to the gate. We also noticed a sign at the entrance stating that the wave pool was closed. This left only the toddler pool, the adult pool and the spa’s available, all of which were already crowded at that time.nnEven before anything happened, we were already disappointed with the receptionist. At the entrance, I asked if our pass would allow us access to all facilities, including the adult pool. The Lady said yes but then it turned out that we were not allowed, and it was obvious once we entered because our wristbands were different. This meant we couldn’t access some areas that we were expecting to use.nnAfter entering, we allowed the child with us to swim in the toddler pool. In less than 20 minutes, all children were suddenly asked to leave the pool. At that time, no clear explanation was given. Later, a staff member informed us that the child with us was being accused of vomiting in the pool—an accusation that was completely untrue, as we were watching our child the entire time. Even the guest next to us, who had their own children in the pool, told us that they did not see our child vomit at all. It later became apparent that this situation arose from a simple disagreement between children, yet the accusation was acted upon without proper verification.nnAfter the children was removed from the pool, many guests decided to leave. As a result, the centre became almost empty, with most of the pools already closed. It was very disappointing that the centre continued to allow more guests to enter despite having very limited facilities available.nnThis felt extremely unfair and misleading. Before even spending 30 minutes at the centre, we decided to leave. Because of the poor management of this incident and the humiliation caused by an unverified accusation, we will never return. This experience was unacceptable. DO BETTER!

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