s.riley1972
New Member
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?
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?
