Arabian School of Gymnastics MK

Good afternoon, Erin
Firstly, we feel we need to reiterate we do not tolerate aggressive behaviour to our staff members; hence you were asked to refrain from shouting at our Administrator by our Head Coach, your behaviour was witnessed by other preschool parents and our pre-schoolers.
To address your complaint regarding our inadequate communications; We are sorry to hear you feel you received inadequate communication from our Admin team after the initial booking of your daughter's free trial which was attended on Monday 16th September. For your information we do check our communication record if we do not receive responses within our 24hr timeframe from new starters after their Free trial.
Our booking/communication system enables us to see when our communications have been received and opened, this includes the timestamp and how many times the email was opened and also the number of clicks (i.e. if there is a link to click to pay). However, this was not necessary in your case as after your daughter attended her free trial you had attempted to book via our booking system on the Monday evening, therefore our administrator got in touch Tuesday morning to book your daughter into the class correctly.
We are sorry to hear you feel the 24hr payment timeframe is unrealistic, however due to the tasks our admin team needs to complete before the new starter attend their first session on top of standard admin duties this time frame is essential. If a payment link is missed and we are informed by the parent we are more than happy to send a further link providing an extra 24hrs to pay, which in your chase our administrator sent 3 separate payment links which all expired, I do feel our Administrator had gone above and beyond to assist you allowing you additional time to pay as requested. It was unfortunate the payment links were allowed to expire as you would have seen how easy it is to make a payment. We have recently moved to SumUp for a more streamlined payment process for customers, which allows parents/guardians to pay instantly using Apple Pay, Google Pay or by inputting card details taking no less than 1 minute (seconds if using Apple Pay/Google Pay) to make payment.
With regards to your complaint that you were not provided any information about how the classes work and how to join and pay after the trial, we can confirm you received both emails containing this information and our system shows they were opened day they were sent.
All our commination is via email due to not having a dedicated staffed reception desk. These 2 emails ensure all new starters are provided all relevant information and we state at the start of each email that the information is important and urge parents/guardians to read all the information within the email, and all emails sent are closed with the paragraph "if you have any questions, please contact us" providing the clubs contact phone number and email.
Email 1: Sent confirming booking of Free Trial - includes the below information
Class details
Class Expectations/Rules/Format - ie what to expect when attending your free session
An extensive list of "frequently asked questions"
What Next - ie what happens or actions required after the Free Trial session (Fees/Holidays/Cancellations)

Email 2: Sent instantly when the child is marked as present on the register for their trial session includes the below
Requesting a reply within 24hrs to confirm if joining, allowing our admin team to book your child on to the class correctly.
Information on joining options and costings
Plus, reiterating information sent in the first email.
I hope after you have read the above you can appreciate our extensive email commination, which is in place to provide new starters all the relevant information.
We hope you are able to find a club that is able to provide you with the level of verbal communication require and expect. Please do not hesitate to contact us if you wish to discuss this further.

Thank you for your review, we are so pleased you had a wonderful time with us.

Hi Gary, many thanks for your review. We are so pleased to hear the girls are enjoying their sessions with our recreational and squad coaching team.

Hi Nicola, thank you for taking the time to send a your lovely review, its great to hear your daughter loves attending.

Good afternoon, Geraldine,

From our records we can see you were a first-time attendee to one of our parent/guardian lead Stay and Play sessions. We try to make everyone's first time attending these sessions quick and easy to ensure the little ones are able to start playing within minutes of arrival, (payment by card only (including pay by tap), allowing the parent/guardian to take the small tablets into the gymnasium with them to capture personal details for club insurance purposes, and verbal rules and regs and facility information is kept to minimum).
We are therefore sorry to hear you feel you were not provided with the information you asked for on your first visit to Arabian. Please drop us an email with your contact details and a member of our team would be more than happy to provide you with any information you require. reception@arabiangym.com
Our Stay & Play sessions are just that, a drop-in play session within our gymnasium. These sessions are a fabulous way for you to bond with your little one, while they build confidence exploring the full range of gymnastics equipment available at the club, alongside the range of small hand-held toys to aid fine motor skills. Sadly, due to our insurance restrictions and the rules laid out by our National Governing Body (British Gymnastics) our coaching team are not permitted to coach any child attending our drop in Stay and Play sessions. If we were to add in coaching stations during these play sessions all attendees would be required to have personal insurance with British Gymnastics costing PS21.00 for the year.
We do our best to keep our session prices as low as possible (PS5.50 for 1 hour play time for 1 child and 2 adults / PS7.50 for 2 hours play time for 1 child and 2 adults - we also provide a sibling discount of 20% and a free loyalty scheme offering rewards of "half prices" sessions or "free" sessions every 10 visits). Therefore, we believe adding coaching stations and expecting our attendees to pay for insurance defeats our objective of being reasonably priced, we are most certainly are not fraudulent.
We hope the above explanation of our Stay and Play sessions now give you an insight as to why potentially there was limited information provided, and why the coach was unable to coach and inspire your daughter. If you are looking for coach lead sessions, we do provide structured "coach lead" preschool classes for children aged 2.5-4yrs. We offer a Free Taster Session if you wished to try this class out. You are able to book these via our "get started with us" page on our website www.arabiangym.com
We look forward from hearing from you.
Team Arabian