K
Keegan
Active since Jul 2023
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2 reviews3 months ago
Poor Management and Unacceptable Staff Conduct at Boulders Beach
I am lodging a formal complaint regarding an extremely poor experience at Boulders Beach on Sunday, 12 January 2026. My family and I arrived just before 9am. I dropped my wife, daughter, and mother at the entrance so they could queue while I waited for parking. My wife paid for herself, our daughter, and my mother (using her green card), and informed the clerk that I would pay separately once I parked and collected the green card. This arrangement was clearly communicated and accepted. Due to severe congestion, parking took close to two hours. When I arrived at the entrance at approximately 11am to pay, a staff member immediately and rudely informed me that the beach was closed. I was repeatedly spoken over and not allowed to explain the situation. While my wife was standing with me at the entrance, several people were visibly leaving the beach, clearly indicating poor crowd control and management. I understand that allowing one person entry while others are queuing may appear unfair. However, I was a single individual rejoining my immediate family, who had already entered as one unit. This is fundamentally different from allowing new groups entry, many of whom arrived together or were meeting others inside. Despite this, the staff member refused to apply any discretion or common sense. She stated that she is not customer service but “law enforcement,” dismissed the parking issue as “not her problem,” and showed no empathy. When informed that this would require us to remove our child from the water and leave, the response was simply, “It is what it is.” There were also inconsistencies in enforcement, as other families were still being allowed entry despite the beach being deemed full, and several visitors mentioned that the road sign indicating closure was not visible. No refund was offered on site, and we were forced to leave and find an alternative venue. I would like to clarify that the original clerk who assisted my wife appeared unable to help due to being overruled by more senior staff. I do not believe she should be penalised. However, the conduct displayed by the staff member who handled this situation reflects extremely poorly on the management of what should be a world-class tourist destination. I request feedback from management on how this incident will be addressed and what corrective measures will be implemented to prevent a recurrence. I am not asking for special treatment, only fair treatment and the application of basic common sense.
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