Staff just seem burnt out. \n\nThe customer service is really lacking. They really have no concern in their customer loyalty or keeping customers coming back. \n\nThe facility is sometimes clean, and sometimes not. The water last week looked disgusting, it looked \""thick\"", I can't describe it any other way. The play area toys are grimy, more often than not.\n\nBut I decided to write a review after this experience:\n\nThey were using our instructor during our 30minute private lesson to train new staff. He spent most of the time talking to this new staff about how to instruct. When we said something to the staff after about 10 minutes, 1/3 of this lesson, was already wasted. Then, it took a few minutes to sort it out. Now we'd wasted 15 minutes of a 30 minute lesson. This was the first lesson since we have been back where my son was back to being comfortable and attentive in the water and it was wasted on training their own staff. He was off jumping around on the platform and playing. He basically got a 10 minute lesson because they usually play with water toys the last 5min, as a reward for listening. The playing is fine. But I am not okay with spending $42 on a 10 minute lesson. I would also have preferred that they informed me of the training in advance, as I would have known there would be wasted time and then would have rescheduled my lesson....sneaky sneaky bad customer service.\n\nThe worst part? When the staff started scrambling around after we informed them about the lack of attention during our private lesson...we asked that he stop training during our lesson...the person I am assuming is a manager or owner came out of the office and once she heard what was going on, she hid in the back offices and did not say anything to us. I mean, a manager should have AT LEAST apologized on behalf of the business and the RIGHT thing to would have been to reschedule us for a new lesson. Nope, nothing.\n\nOur instructor is good, Adam, which is why we return. And we have now signed up for a bunch of lessons coming up so we will see that through. We are looking for a new school after that.