Review Time
Following up on my review of a month ago, the only communication I have had is to ask initially for my booking details (!) and then to be patient whilst they work through this. This has now however got beyond a joke and i will be taking the matter further with the consumer protection authority if i do not hear from the company soon.
I am not someone who would normally take the time to write a negative review, but my recent experience with The Wave customer service team and reading other reviews with similar experiences has motivated me to write this. Before The Wave changed ownership I had many positive trips to surf at The Wave. Unfortunately there seems to have been a change in approach since and my recent experiencehas been extremely poor and, although polite, after explaining the challenges I have experienced as a result of the recent closure and change in ownership they have taken no responsibility for the lack of communication and support while the company closed due to financial issues and then re- opened. I had seen assurances that customers would be advised of their position, acknowledging they had no access to their booking systems, phoneline wasn't and is still not working, my previous paid for bookings in my account were not showing at all, email address changed and had to find the new one to send an email to request support, so I was unable to get any support or clarification on whether my previously booked sessions would be honoured. I was met with a brick wall and eventually told they would no longer correspond with me on my query, basically now ignoring my emails and showing no empathy or understanding or value of my custom and of a situation they had caused. I would strongly recommend avoiding using their services as would have no confidence they would be supportive in the future.
Had a great day out with grandchildren, lots of fun in the water, staff were polite and helpful. The cafe overlooks the water and has a good choice of food and drinks for everyone.This was out second visit and and after their hiccup earlier in the year we thought it had improved and was good value for money.
The staff and facilities are great! I booked on for a beginner lesson and the instructors were amazing and I had a great time, would definitely recommend! A massive thank you to Charlie and Amy (my instructors) as they really pushed me whilst teaching the group and I had a great time
Literally just copied and pasted a review as exactly the same storySince the takeover the communication has been terrible. I have 7 sessions left over from a bundle to use but can’t book online, can’t speak to anyone about it and no one returns any calls or emails. I've now had to contact my bank and submit a chargeback request. No updates at all about existing bundle packages. Surfers with the bundles are generally regular users. Without them you won’t have a business and treating us all like this is unacceptable.
I purchased a 120€ gift voucher from The Wave in October 2024 as a gift for my boyfriend who is a surfer, intending to use it during our visit from Greece. Unfortunately, this turned into an infuriating and unresolved experience.Booking system broken – Their website only allows bookings for the current week, making it impossible to plan ahead. We are flying from abroad and need to book at least one month in advance. (When i purchased the voucher, this was totally doable by their system).Gift card unusable – Due to a change in ownership, The Wave admitted they currently have no access to their own booking system or voucher database. This has been going on for weeks.No communication – After requesting a refund and referencing UK consumer protection law, I received no reply at all. It’s been over a week since my last message.This means I am completely unable to use the service I paid for, and The Wave is holding on to my money without offering any timeline, solution, or even basic communication.Avoid this company unless you enjoy wasting your money, chasing down customer service, and being left with no surf session and no refund. Deeply unprofessional and unacceptable, especially for a business that markets itself as a premium experience.
Went to The Wave today and wasn’t sure what to expect after all the recent news about it closing and reopening.I’m happy to say the service was just as good as ever, and I had a really special day out. The staff were friendly, the vibes were great, and the waves were pumping.Would highly recommend - get down there and catch some waves. You won’t regret it. Josh
Since the takeover the communication has been terrible. I have bundle tickets to use bought but can’t book online, can’t speak to anyone about it and no one returns any calls or emails. It’s not on. No updates at all about existing bundle packages. Surfers with the bundles are generally regular users. Without them you won’t have a business and treating us all like this is unacceptable.
A few months ago, I went there to celebrate my mate’s birthday with his dad and brother. We had two surf sessions booked. After the first one, we were relaxing at the snack bar, grabbed a few snacks, and my mate’s brother and I decided to have a pint each.Moments later, a staff member came over and told us we couldn’t go for our second session because the contract stated no alcohol before surfing, and that everything was recorded on camera. Honestly, that was frustrating, no one mentioned this rule when we booked, and there were no signs near the bar warning customers. We explained that we’d only had one pint and didn’t know it wasn’t allowed, but the staff member was completely inflexible and wouldn’t let us back in. To make things worse, we noticed other people who’d also had beers and were allowed to surf again. It felt unfair and inconsistent.We later spoke with the manager on the phone, who was quite rude and unwilling to hear us out. In the end, they did refund us, but it really soured the day, we’d come all the way from London and had planned the whole day around this. Overall, it was a disappointing experience that could’ve easily been handled better with clearer communication and a bit of understanding.
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