Extremely Disappointed - Poor Service & Zero Accountability

Extremely Disappointed with Pool Academy Aquatics - No Response Since 6 October 2025

While I’m extremely satisfied with the coaching itself—the instructors are skilled, attentive, and genuinely invested in their students’ progress—I’m deeply disappointed with Pool Academy’s overall service. For a company with international recognition, the lack of professionalism, transparency, and basic customer care is unacceptable. I regret ignoring the negative reviews.

●Dirty Pool Conditions On 4 and 5 October, the pool was visibly unclean. I’ve attached photos on Facebook showing the poor water quality—unhygienic and far below standard.

●Unjustified Fees & No Heating Winter rates are still being charged, including heating fees, despite the system not working. Durban’s cooler days make this a real issue, and the lack of clarity around maintenance is frustrating.

●Catch-Up Lessons & Poor Communication I received a WhatsApp message on Monday requesting I choose only One more lesson for this month,despite having already arranged catch-up lessons which were missed due to "maintenance".More concerning is that lessons are held on Sundays, yet the admin office is closed. How are clients meant to communicate in case of urgent issues or weather-related cancellations? Yet a list was shared for "specific reasons" when a catch-up can be scheduled.

I’m sharing this publicly in the hope that Pool Academy will take accountability and improve the experience for current and future clients. The coaching deserves recognition—but the logistics and operations urgently need reform.