Planet Ice Avis 35

Terrible experience with gillingham branch, take money, cancel session and cant supply a time for refind and need to chase them for it,
Also lessons have far too many people per lesson

They take your money, don't provide the service you have paid for and refuse to give you you're money back because of 'company policy'. Staff very unhelpful and at times down right rude with no complaints procedures. Shambles of a company.

Planet Ice great venues but be sure to book their excellent lessons if your a beginner.

Planet Ice Bristol is a money hungry, poor value for money experience which is clearly being run by managers who don’t care about customers. For the money you pay, you get less than expected in return and the management leave a bad taste in our mouths consistently. We spend around £100 a week between two of us and we’ll be looking for any way possible to reduce this as their lack of care to customers and customer experience isn’t worth the money we spend on them. Disappointing the management is ruining Bristols limited ice skating opportunity, we might as well not have a rink here.

Overcharged by Planet ice Hemel Hempstead , clearly asked for a family ticket to go skating with our youngster at the till and got charged individually for each person the full price, didn’t notice till I got the receipt, bizarrely operates a no refund policy slapped straight in your face at the till, so we didn’t even bother asking for the difference back! We’re regulars here also which makes it much worse, calculated behaviour definitely as it was the manager who served us and definitely knows the prices/policies, unbelievable outrageous deviant behaviour!!!

I would give this place zero stars if I could. The experience was a disaster from the moment we pulled into the car park.
​The Parking:
Good luck trying to actually pay for your stay. The Parkonomy app they use is a total joke—it’s glitchy, counter-intuitive, and feels like it was designed to fail just so they can hit you with a fine. On top of that, the prices are extortionate for what is essentially a pothole-filled lot. It’s a blatant cash grab before you’ve even stepped through the door.
​The Staff:
I have never encountered a more miserable, unhelpful group of people. The staff acted like me being there was a personal insult to their day. No one wants to help, no one knows what’s going on, and if you ask a simple question, you’re met with eye-rolls and attitude. It’s clear they don’t want to be there, and frankly, after five minutes, neither did I.
​The Equipment:
If you don't have your own skates, don't bother. The rental skates are in a disgusting state—they’re worn out, offer zero support, and smell like they haven’t been cleaned since the rink opened. They were so uncomfortable I had to cut my session short because my feet were in agony.
​The whole place feels run-down, dirty, and poorly managed. Save your money and go literally anywhere else. This place is a disgrace to Milton Keynes.

Planet ice Basingstoke. Charged £50 then charged £7 for the penguin aid and then asked to swap to a different aid and told we would have to pay again even after only having of for less than 2 minutes basically forcing us to pay again knowing that our child could not skate without it

I booked birthday skating for my daughter however came down with the high risk flu strain confirmed by my GP. I rang 3 times and emailed to attempt to re-arrange however I had not brought the additional transfer package [was well when booked]. Feedback from the manager would not allow me to transfer the date despite the public health risk to children attending. I informed them I have active flu and they were willing to put the public at risk with this knowledge despite the high risk to paediatric hospital admissions. As a public health nurse I have lost the money for my daughters birthday treat and the company prioritised money over public health. I warned them of the risk of exposure to families attending and they were happy to ignore this and put others at risk.

The kids had fun but was overpriced. And there was no where got hem to get something to eat as no cash only card. Which they didn't have, not everyone has!
You can hire skater support to help stand but only for a hour. We won't be returning

Awful place £40 for two children. Give them both £10 each for food and drink which they returned with as cashless. Kids won’t be returning. They enjoyed but it’s expensive and cash only they don’t want money they won’t get it. Not a problem

Absolutely shocking!!!!!! customer service.
I accidentally booked the wrong location (Basingstoke instead of Altrincham) due to my advanced dyslexia, and even after explaining the situation in detail, they refused to help in any way.

This was supposed to be my birthday celebration, planned for weeks. All my friends rearranged their schedules, one even cancelled a trip just to be there for me — and now I will be spending my birthday at home because they refused a simple location change.

I wasn’t asking for a refund, just to move the booking to the correct rink. The policy is clearly more important to them than basic human decency or compassion.

I will never book with them again and I strongly advise others to be extremely careful — if you make even the smallest mistake, they will take your money and refuse to correct anything. Zero empathy, zero flexibility, zero customer care.

My children have been taking skating lessons at Planet Ice Altrincham for over a year. The coaches are fantastic, but unfortunately, the admin and communication are terrible.

They once changed our class time with no notice. We only found out after waiting by the rink for 30 minutes, with no mention at reception. On two other occasions, I was told I hadn’t paid even though I’m on Direct Debit — instead of checking their own records, they asked me to prove it.

The reception staff even the general manager are unhelpful, which makes it even more frustrating. It’s a real shame because this is the only rink in the area offering skating lessons, so families have little choice.

The coaches truly do their best, but poor management and disorganised systems completely let them down.

We took two granddaughters to planet ice,
Altrinchan,
Not a great experience, the whole building needs a lot of money spending on a major refurbishment,
I would as far to say it is grotty and not clean ,
The gentleman’s toilets are a disgrace,
No check or signatures on the sheet pined on the door.
Did not expect high quality food , but very little that was on the menu was not available,
Cafe area not clean and not tidied at any time we were there ,( 3 hours).
We have been to ice rinks in the past, realising it can be cold, but never as cold as it was on this day
No heating in any shape or form for spectators
Our experience was not a pleasant one
Will not be returning

Basingstoke ice rink opened up last night for the first game of the Bison ice hockey team. If this is a refurbishment, I think it looked better before they did the so-called upgrade. Paint peeling, atrocious toilet facilities, that were outside basically nothing look like it had changed apart from maybe a coat of paint here in there. If they want to get people back to watch ice hockey this is not gonna do it.

I took seven kids and two adults skating in October for a birthday party. We took two separate cars and parked at the front of the main doors. Skating alone was over £160 and we were there for about 90 minutes.

A week later I received TWO parking charge letters for £100 each. I had assumed - wrongly - that customer parking would be free and the enforcement was only there to stop people who were going to Elland Road for the football. When we walked into the reception it was quiet and no signs anywhere to warn customers about the charges. A simple sign saying 'Have you paid?' costs nothing.

I called Planet Ice to see if they could assist. I have done this before with other retailers where you can prove you were a genuine customer (via a receipt) and it was a simple mistake. The retailer who owns the car park can - and usually will - cancel the parking charge.

The lady on the phone was unhelpful to the point of being rude. 'It's not our car park' is a ridiculous response when it is quite clear the car park only exists to servce the rink. They coulldn't have cared less. For them to distance themselves from the parking enforcement people who manage their own car park is absolutely shameful.

I will 100% never go again and will also make a point of telling others about these rip off merchants.

I am extremely disappointed with the conduct of Planet Ice. A skating session I had booked for my son’s birthday was cancelled by the venue, and despite this being through no fault of my own, I have faced unacceptable delays in obtaining a refund.

Upon contacting Planet Ice, I was informed that I had to submit a written request for a refund, which would then take five working days to process. In an era where electronic refunds can be issued almost instantly, this policy is entirely unreasonable. As a result, I was unable to use the funds to make alternative arrangements for my son’s birthday celebration.

It has now been six working days since my written request, and the refund has still not been received. This concerns a substantial sum of money, not a minor transaction. When I chased the matter, I was told that staff “did not understand why the funds were not in my account,” which suggests serious internal inefficiency and a failure to comply even with their own stated procedures.

This level of customer service is wholly unacceptable and, in my view, demonstrates negligence in handling customer payments. I will be seeking advice from a small claims advisor regarding next steps. Planet Ice should be held accountable for the inconvenience and distress caused by their failure to act promptly and professionally.

Lessons are expensive and not very good don’t seem to learn much
The place is dirty smells of stale cooking not very pleasant

My server was called summer and she was so friendly and helpful. As a disabled customer is so kind and makes me feel at ease

went to solihull ice planet,a dirty filthy place,£18.00 each for two young girls,if you want a penguin you have to go back to the shop to pay and get a recipt,then back in a queue to the skate hire show the receipt,then walk across to the lockup an extra 7.50 each,skates were a disgrace and to top it all no change after paying so standing there waiting for change,an utterly forgetful filthy hole and definitely not value for money,just a vey shabby unfriendly place...never again if it was half the price,read the reviews before you go in fact the best idea is ...don't go!!

Ice was in poor condition, skates are very poor blisters within minutes, no padding stay clear of this place.