What has happened to Universal Marina?

[s.riley1972]

I’ve been a bertholder at Universal Marina for many years and have really enjoyed my time at what I thought to be a well-managed, friendly and fair marina. It has been a fantastic place to base my yacht, however, in the last year or so things have changed beyond all recognition. It just isn’t the family run, accommodating marina I have come to love.

I jump around a little but these are just some of the changes from the last few months:

The biggest difference, which has no doubt led to other detrimental changes is the loss of the fantastic, loyal, hardworking staff. They always went the extra mile, it made such a difference. Had they all had enough of a certain someone I wonder? This team seems to have been replaced with a mixture of rude and incompetent people. The new work force seems to have no idea about customer service, the phrase of the moment seems to be ‘let me come back to you on that’ then they never do. The unprofessional attitude of the staff is shocking, the office isn’t open when it should be, staff using the recent bertholder party to get inebriated, numerous dogs running loose in the office. There seems to be a lot of them now but what are they all actually doing? There are some great new job titles on the website; creative director…just what every marina needs, Head of Adventures…do I even want to know?

I find the recent survey a joke. I’m sure this survey re-iterated our need for more parking and new toilets and showers and yet the business is focusing on eco-lodges and electric cars! What use are these to us? Why is the main marina business being ignored for these flights of fancy?
Then we move on to the remeasuring - all the boats have been remeasured apparently instigated by the harbour authority, which I don’t believe for a moment. They are now charging at the new increased length. Now, whilst I agree that boat owners should be paying for the length of the boat, I wholly disagree with the backdating of these charges, where is this clause in the T&Cs? How is this fair? Universal have become like any other large money grabbing corporation. I see the new price list wants money for fitting of fenders…that they insist they fit to ensure use of their fittings, money for extra cleats, where does it end?

Which brings me on to the removal of the loyalty discount! Disgusting! What sort of way is this to treat long term, loyal customers. My understanding of this discount was to ensure that the discounting was fair to all, I’m sure this is no longer the case with those kicking up the bigger stink receiving rewards in discounts. I really hope that all the other loyal customers like myself show their opinion and vote with their feet.

I’ve recently been told I can only come out of the water for a maximum of three weeks! This just isn’t acceptable I have an older boat that needs a little time to dry out each year.
Really, what has happened? How can the best run marina on the Hamble turn into the worst in such a short space of time? I’m so disappointed, I’m starting to see why all the long-term staff have left if these are the sort of business plans they were having to cope with.

Perhaps I’m just turning into a grumpy old man a little early?

 

[Caladh]

This post may get more response if re-posted in The Lounge. Perhaps the OP should also head his distain at the management of said marina ? He could of course also vote with his feet.....

 

[lpdsn]

This post may get more response if re-posted in The Lounge.

I've not been to Universal Marina for many years so have no idea of the rights and wrongs, although I did see the other thread on dry stacking.

However it does seem to me that a boat owner complaining about his marina is a legitimate subject and not a non-boaty issue that should go to the lounge.

 

[doug748]

I've not been to Universal Marina for many years so have no idea of the rights and wrongs, although I did see the other thread on dry stacking.

However it does seem to me that a boat owner complaining about his marina is a legitimate subject and not a non-boaty issue that should go to the lounge.

Indeed, here is the other thread for those who may not have seen it:

http://www.ybw.com/forums/showthrea...ning-to-Dry-stack-sailing-at-Universal-Marina

Sounds like it is going down the pan via the maximisation / monetisation of assets route.

 

[[70521]]

Welcome to the forum.

Why is it I always get just a tad suspicious when somebody's first post is a rant?

 

[fjweaver]

I see they're now introducing Thundercat racing ! it's turning into a corporate thing now.

The shower blocks & loos are a joke when you compare them say with Lymington Haven.

I hadn't heard the measuring was going to be backdated though - I've had my current boat there since 2002 - so not going to be happy with that.

If it wasn't the most convenient for me then i'd think of looking elsewhere

 

[Blue Sunray]

Then we move on to the remeasuring - all the boats have been remeasured apparently instigated by the harbour authority, which I don’t believe for a moment. They are now charging at the new increased length. Now, whilst I agree that boat owners should be paying for the length of the boat, I wholly disagree with the backdating of these charges, where is this clause in the T&Cs? How is this fair?

It seems completely fair and equitable, if you've been less than honest about the length of your boat, for the marina to recover your underpayments due to this slip of the pen/ruler on your part. In fact the uncharitable might see such an under declaration as an attempt to gain pecuniary advantage by deception.

One of the great things about having a boat is that if you don't like where it is you can always move it.

 

[Lucky Duck]

This post may get more response if re-posted in The Lounge. Perhaps the OP should also head his distain at the management of said marina ? He could of course also vote with his feet.....

Welcome to the forum.

Why is it I always get just a tad suspicious when somebody's first post is a rant?

As pointed out above, his complaints are consistent with those reported elsewhere on the forum.

From time to time I used to sail on a boat that dry sailed out of universal and seriously considered berthing my own boat there so it is a shame that it appears to have lost its way.

 

[fjweaver]

I agree - except I was not (and still am not) aware of an incorrect size as I haven't measured it myself. I have always used the figures from the brochure

 

[lpdsn]

Welcome to the forum.

Why is it I always get just a tad suspicious when somebody's first post is a rant?

Seems reasonable that someone only starts posting when they have something to say that is important to them. Give him a chance. If it turns out he's a troll or nutter time will tell.

 

[Lucky Duck]

It seems completely fair and equitable, if you've been less than honest about the length of your boat, for the marina to recover your underpayments due to this slip of the pen/ruler on your part. In fact the uncharitable might see such an under declaration as an attempt to gain pecuniary advantage by deception.

One of the great things about having a boat is that if you don't like where it is you can always move it.

I do sincerely hope you state your boat's length when taking up a mooring inclusive all overhangs and projections having measured it yourself rather than relying on, for example, manufacturer's literature.

 

[Blue Sunray]

I do sincerely hope you state your boat's length when taking up a mooring inclusive all overhangs and projections having measured it yourself rather than relying on, for example, manufacturer's literature.

:encouragement: I've never really trusted broker's/brochure figures so I asked the marina to (check) measure it (that way there could be no uncertainty and I'd rather that than a nasty surprise down the line I felt).

 

[doug748]

I see they're now introducing Thundercat racing ! it's turning into a corporate thing now.

The shower blocks & loos are a joke when you compare them say with Lymington Haven.

I hadn't heard the measuring was going to be backdated though - I've had my current boat there since 2002 - so not going to be happy with that.

If it wasn't the most convenient for me then i'd think of looking elsewhere

I don't know the place.
How many houses could you get on the site? Not that I am a conspiracy theorist or anything but sometimes stupidity is not what it seems. :dread:

 

[solent clown]

I see they're now introducing Thundercat racing ! it's turning into a corporate thing now.

That does not sound like much fun at 6kts

 

[pvb]

I don't know the place.
How many houses could you get on the site? Not that I am a conspiracy theorist or anything but sometimes stupidity is not what it seems. :dread:

The owner is an architect, apparently. But they've owned the place for 10+ years, so I think if they had intentions of building on it, there'd have been applications by now.

 

[lpdsn]

:encouragement: I've never really trusted broker's/brochure figures so I asked the marina to (check) measure it (that way there could be no uncertainty and I'd rather that than a nasty surprise down the line I felt).

What, you'd trust a marina's untrained minnion with a tape measure? I use the designer's published figure. It's the most accurate I have available. If the marina even started talking about measuring I'd be demanding data on their methodology and certification. I'm sure the designer didn't count my anchor though but if a marina wanted to start making me put it in a locker every time I came in then I would take that inconvenience into consideration when deciding to move. Of course I don't keep my boat in the Solent and there are five empty berths around me before I get to the next boat.

 

[Blue Sunray]

What, you'd trust a marina's untrained minnion with a tape measure? I use the designer's published figure. It's the most accurate I have available. If the marina even started talking about measuring I'd be demanding data on their methodology and certification. I'm sure the designer didn't count my anchor though but if a marina wanted to start making me put it in a locker every time I came in then I would take that inconvenience into consideration when deciding to move. Of course I don't keep my boat in the Solent and there are five empty berths around me before I get to the next boat.

In my case they were happy to do in my presence, which seems absolutely reasonable to me, the use of a tape measure not being the most complex jobs for most of us. One could of course be an pompous arse about but I don't see the need, being happy to pay the agreed price and well aware of the terms of the agreement I signed.

 

[lpdsn]

In my case they were happy to do in my presence, which seems absolutely reasonable to me, the use of a tape measure not being the most complex jobs for most of us. One could of course be an pompous arse about but I don't see the need, being happy to pay the agreed price and well aware of the terms of the agreement I signed.

A tape measure is not going to be a suitable way to measure most boats, so easy for significant errors (ones with £'s involved to be made). Nothing pompous about demanding people do something properly if they're going to be charging on the basis of it.

I practice I suspect most marinas just look up the published data on a design on the internet if it doesn't look the size the owner reported.

 

[doug748]

The owner is an architect, apparently. But they've owned the place for 10+ years, so I think if they had intentions of building on it, there'd have been applications by now.

Thanks for the reply pvb.

Here's a 10 year wheeze from my fevered brain ( if the owners know they don't stand a snowballs chance of getting planning permissions right now):

1 We have tried our best to make the business go. Asked customers what they wanted, made a number of innovations, changed our business plan but.....

2 Trade has continued to decline.....

3 Sadly we have hardly anyone using the on-site facilities and overwintering has declined over a number of years.......

4 Very few boats dry berth with us now. We tried filling the space with mud hut eco lodges to no avail........

5 We think our problems reflect a general shift within sailing as a leisure activity.......

HOWEVER - There is a way forward for this decaying brown field site! -

"What we are proposing is an exciting, green, eco village of detached housing, each dwelling being offered with a berth on the river. This would be a self sustaining community with shops, up-cycling centres, museum and cycle ways. There would be provision for an affordable sector with consideration of area demographic and the developers are committed to the concept of a sustainable lifestyle as we look forward to the middle years of the 21st century"

Hoobloodyray.

 

[superheat6k]

Thanks for the reply pvb.

Here's a 10 year wheeze from my fevered brain ( if the owners know they don't stand a snowballs chance of getting planning permissions right now):

1 We have tried our best to make the business go. Asked customers what they wanted, made a number of innovations, changed our business plan but.....

2 Trade has continued to decline.....

3 Sadly we have hardly anyone using the on-site facilities and overwintering has declined over a number of years.......

4 Very few boats dry berth with us now. We tried filling the space with mud hut eco lodges to no avail........

5 We think our problems reflect a general shift within sailing as a leisure activity.......

HOWEVER - There is a way forward for this decaying brown field site! -

"What we are proposing is an exciting, green, eco village of detached housing, each dwelling being offered with a berth on the river. This would be a self sustaining community with shops, up-cycling centres, museum and cycle ways. There would be provision for an affordable sector with consideration of area demographic and the developers are committed to the concept of a sustainable lifestyle as we look forward to the middle years of the 21st century"

Hoobloodyray.

Could likely be the wording we will likely see in the forthcoming Mercury planning application which is expected in the new year. They seem to be making similar moves to secure planning way outside the local plan, with bugger all consideration of the appalling access road, lack of school spaces and the fact a routine appointment at the Doctors in Hamble (also in Satchell Lane) is currently ~ 4 weeks, as was the case today for my Daughter to see a GP there.