Rant: Ramsgate - the worst marina in the UK?

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I have just sent the URL of this thread, and an invitation to make a statement, to Thanet District Council, who are responsible for the Port and Marina.


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Good idea! I'll be fascinated to see what they have to say. Always assuming they can be bothered to reply. /forums/images/graemlins/crazy.gif
 
Ummm…… In view of my earlier post and your asking Ramsgate to look at the thread ,I should like to point out that I was absolutely accurate in my statement as to my boats length /forums/images/graemlins/blush.gif
 
This is the text of a response emailed to me by Ramsgate Marina. Dominic at Ramsgate Marina is going to register for this forum so he can post directly, but in the meantime he says the following:

In Response to the forum rant Ramsgate - the worst
marina in the UK? . #1121140 - 01/08/2006 20:15


I am always prepared to listen to criticism and try and put things right at the time,therefore I would like to answer some of the points in the rant.

Booking berths
We have always made a point of not booking berths because of the vagaries of the weather, but we are seriously looking at booking berths for those who wish to pay in advance.

Linear berths

A terminology breakdown here, all our berths are linear as opposed to Mediterranean moor berths or mooring between piles, the local terminology is breakwater or alongside berths, which we try to restrict those for visitors of 12 metres in length or over.

Port control

The conversation and timing went like this if I have the right yacht, if not I apologise;

16:28 Ferry gives 5 minutes notice to sail
16:29 Yacht approaching Ramsgate harbour this is port control
16 : 29 40” Port control this is yacht E…… in the north holding area
16: 29 :46 E…… port control I have several yacht approaching sir I am not sure which is you please make sure you keep clear of the channel we have a ferry sailing in a couple of minutes.
16:29. 59” Ok no problem we’re second in line the first in line is not with us.

16:35 Ferry given permission to sail
16:47 Ferry clear of Channel
16:49 next ferry at point Romeo
16:50 Yacht E………. enters harbour

Yacht E……… was very helpful in contacting another yacht for port control.


Channel 80

Calls do get missed on channel 80 as it is a duplex channel when yachts over call or are blocked out by someone else the call can get missed, or if the marina is trying to call someone at the same time as it is being called by someone else the call will be missed, channel 80 is monitored all the time by marina staff.

Berth allocation

This should not have happened and positive action is being taken to improve the berth allocation for visitors, not an excuse but we did have over 300 visitor yacht movements that weekend.
The marking of permanent berths is not as it could be and we are looking at a system of flags or raised red and green tabs to indicate a free berth. We do not currently let out permanent berths to visitors but that is under review.

Length of pontoon

A twenty foot berth is short for a 34 foot boat, it was our busiest weekend of the year, and we always try to give people the option of rafting up, mooring alongside the dredger or tug if they wish and not turn them away.


I am sorry that a bad experience was had when visiting Ramsgate, we are always striving to offer a good service to all our customers large and small, and I think the harbour staff from the port control officers through to the seasonals employed for the summer are always helpful and try to make the stay in the marina as enjoyable as possible.


I always appreciate feedback from customers both good and bad, but I always prefer if in the first instance it can be directed to me at the harbour office or by email to portoframsgate@thanet.gov.uk


Dominic Evans
Harbourmaster
Port of Ramsgate
 
Thanks to both Keith and Dominic for restoring a little interest in what appeared to be a lost cause / thread.

I would like to make the following additional comments / observations which I hope Ramgate will also take on board.

BTW: of course I meant BErth, not BIrth but maybe a 're-birth of the berths' is actually more appropriate in this case. My words were written with a passion and frustration, not a spell/context checker.

1) I suspect that the real reason for not pre-allocating a bErth is due to commercial pressures from "no-shows" versus annual budget, and therefore nothing to do with the Weather. This being so, then I guess that a pre-booking via a credit card might be acceptable to the customer, but not always practical to wave your credit card around with 20 knots over the deck. I for one would have been happy to give such details over the phone (but not VHF) as the co-skipper has my credit card detail commited to memory anyway (!)

2) Whilst in Ramgate I saw many larger boats trying to squeeze in to gaps that were clearly too small for them, in a couple of cases not even enough space for one fender down! This is obviously asking for damage / insurance issues with other boats. Yet another reason why the Customer may not like the hands-off bErth allocation practice.

3) I hope that Dominic appreaicates that a forum such as this is open to all, and is therefore the perfect place to guage the opion of others Customers of any such facilities. It really is time that some commercial opertators took more notice of this kind of vocal consumerism for what it is actually worth to them, rather than keeping it under the carpet via a private complaint.

4) Prior to action, I would encourage Ramgate to produce a Consultation Document (covering issues such as pre-booking, marshalling, pre-payment, slot size vs boat etc etc) for all customers to contribute to freely.

5) Have you also considered giving each new arrival a "customer satisfaction questionaire"? ..the agregated results of a seasons questionaires will shock you, but will also give you a great starting point on how to adapt things to the way the Customer would really like them.

6) Remove the big signs on the gates that say "HAVE YOU PAID?" and "PAY OFFICE" in favour of signs pointing out that you need a gate code to get back in (which is available from the office) and where to find the toilets etc. would be more helpful.

7) Get people out of the offices and on the pontoons to help sort berthing issues first hand.

8) The staff where indeed polite and helpful to an extent. However, the information/rules given are actually of no real help or encouragement to the boater. So, educate the staff along the lines of what the customer is really expecting of them, and also such things practical detail such as linear (one behind the other) berths. Most people would think of a 'breakwater' as a big slime covered nasty stone habour wall...yes?

Our hobby is getting far too expensive to have "service optional", we need pro-active management of these issues to encourage the punter in your direction.

Ramgate (the place) is great. If Dominic could give some reassurance that the above suggestions will be acted upon, then I would certainly return again, how about others?
 
I'd like to add that i've been into Ramsgate several times in the last year or so, and always been happy with the experience...

On one occasion, the space was tight (width), so had to try a different slot, but got in another OK in the end... and that was during Ramsgate week

I have also had to wait for up to 30 mins for port control permission to enter. Its a working port, and thats just part of the baggage...... in that case there was a considerable amount of 'frustration' traffic from other skippers on VHF.... Port Control was civil, but firm. As it should be.

I've always found the staff to be polite and friendly.

Yes its a bit of a walk to the showers, but they are good when you get there, and the last time I visited, the loos on the pontoon by the ramp were open again.

I've been in worse places.

And credit to Dominic for being gutsy enough to come on here and be counted.
 
Thank you Dominic, but please dont ignore the issues with the Eastern part of the Marina, it still counts, especially as there is no reduction for staying there.
I think G1XOW comments are very valid and very positive.
I look forward then to having a questionnaire and your staff trained to manage complaints situations.
Best of luck, and please register here and join in..... its not all brickbats.
 
Dominic, I'm personally not so worried about not being able to pre-book a berth in advance, but what I would like is to be allocated a berth when I'm just outside the entrance asking for one, rather than be told to just find one!
If it's breezy, or busy, or both, it's really stressful trying to pilot an unmanoevreable yacht around the marina at low speed looking for a berth. I'm a local and visit Ramsgate several times each year, but I will not come at busy times, simply for that reason alone.
Yours is the only marina I have ever visited where this happens.
 
"I have also had to wait for up to 30 mins for port control permission to enter. Its a working port, and thats just part of the baggage...... in that case there was a considerable amount of 'frustration' traffic from other skippers on VHF.... Port Control was civil, but firm. As it should be."

Maybe, but just around the corner at Dover, which is much much busier, I've never been asked to stooge around for more than a minute or two before being allowed to enter or depart.
 
Your experience was not a good one.

I have deliverd many yachts for Princess from Mayflower Marina, and nearly always stop at either Dover or Ramsgate, for overnighter's or just to refuel.( the yachts are from the P45 up to the P25m). So lots of 'room' issues.

I have always found Dover to go beyond the call of duty, even the pilot guys boiling water for my tea as we dont always have the equipment aboard, or if we have we're not allowed to use it.

Ramsgate, on the other hand can sometimes be a hit or miss visit.

Seagull guano, everywhere!!!! The Fire service once tested their suction pumps on the east pontoon and happily 'cleaned' it all with very high pressure hose.

The Deben, had great stay's at Woodbridge, walking to Pinmill,(and crawling back!!)

Shame you had a frustrating time, but tell us about the great visit you had to Woodbridge!

Have a great rest of the season.

Regards

Al Jones. /forums/images/graemlins/wink.gif
 
Nice one Dominic !

Pleasant breath of freseher's, Well done you.

Just remembered, you and your staff were extremely helpful during 'Sail South East', and the Impala national's about three years ago. I was on 'Romper' River Blackwater boat.( We did Pay by the way, honest). No probs at all.

Hold your head high, and the rest of the Marina's take a leaf out of this guy's book. Customer's will give you a second chance if we feel that our complaint has been delt with fairly AND respectfully.

Al Jones. /forums/images/graemlins/tongue.gif
 
That's how good it was!

I said Wolverston!!!!!

(I'm a Wombat!!!!!!!!!!!!!!!!}

Publicly shamed, I thank you. LOL

Al Jones
/forums/images/graemlins/blush.gif /forums/images/graemlins/blush.gif /forums/images/graemlins/blush.gif
 
Well done Dominic,

You don'see that every day.
A complaint of a forum being delt with by thoses concerned.
Not only that but done in a positive and proactive manner.

I stand by my comments about Ramsgate, that I have always found Dominic and his team helpful and friendly.

As I said before everyone can have an off day and don't none of us get it right everytime.
Hell we are only human after all but he is taking big leaps to put right the faults that you found and suffered.

Hats off to him.
If only more companies followed his lead.

Once again well done.

Best regards
 
[ QUOTE ]
You don'see that every day.
A complaint of a forum being delt with by thoses concerned.
Not only that but done in a positive and proactive manner.

[/ QUOTE ]

That'd be pro-active by requesting that a thread which was critical of the place be removed? Do you think it would have come back all on its own without the prompting by others?

Rick
 
[ QUOTE ]
[ QUOTE ]
You don'see that every day.
A complaint of a forum being delt with by thoses concerned.
Not only that but done in a positive and proactive manner.

[/ QUOTE ]


That'd be pro-active by requesting that a thread which was critical of the place be removed? Do you think it would have come back all on its own without the prompting by others?

Rick

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Rick

Whilst I may have missed it in all the posts, do we actually know that for a fact? The removing was at the request of them I mean?

Best regards
 
I apolgise - you're right, we don't know. The fact it was removed shortly after a forumite said he'd brought the thread to the attention of the council that runs the marina could be a complete co-incidence.

Rick
 
Hey no worries!

In the same vain I don't know for a fact that it was not pulled by them /forums/images/graemlins/grin.gif
If it was it wil be me saying sorry to you.

Regards
 
Ramsgate - interesting place. I tried to get in there 2 years ago. sailing from the Medway bound for Plymouth. We had a force 8 gusting 9 from the South as we came round the corner so we called Ramsgate marina to get a spot.

"Sorry SIR you can't come in here you might run aground - please stay outside for 3 or 4 hours"
they replies

Yeah right! A conversation took place where we described the situation we were in but they would not let us in!

So we went on to Dover called them and did they asked were we the boat turned away from "Ramsgate" - "Yes" we replied. "You are welcome here" - they even came down to take our lines and help.
 
Temptress

Looking at that from back here and working in the sales world if I were Dover and I had heard the fact you had been turned away from my nearest rival, for what would seem to be a valid reason, I would have sent staff to help with your lines too!!!

I would have been far more upset if they had said come in and I did then run aground /forums/images/graemlins/grin.gif

Regards
 
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