Macquarie University Sport and Aquatic Centre

Negative experience: Rude staff. Cancel your memberships it's not worth it.

Negative experience: I filed a complaint via the feedback system about a rude, arrogant manager in the beginning of Nov. They called once and said it will be followed up but 6 weeks later, no further response, no solution. Experience like this has undermined trust and confidence in the management team. Those two stars are for the swim school teachers, they are lovely people and they treat parents with respect and manners. Yet I must say the progress of levelling up is a little slow.

Negative experience: I gave 1star because I have no choice. Unclear and unresponsive membership registration process. It reflects poorly on the communication and service standards. Inconsistent information from staffs.

Positive experience: It has great facilities but the administration and front desk is so lazy that they don't even get off the chair when they are attending to customers. People forget it's a privilege to work and have no incentive to give good customer service. I have come to this place since I was a kid, whether it be to the gym or swim pool. Coming back after years, all I notice is QR codes to do all admin - why have 3 humans if only utilising QR codes, automated gates and stringent inflexible policies are going to run your business. I walked out after my 5 mins of horrible customer service and MQU new policies

Negative experience: I’ve been with Macquarie Aquatic Centre for almost two years and their customer service is honestly the worst part of the experience. They never pick up the phone — not once — and always call back days later. It’s incredibly hard to get in touch with anyone when you need help. Really hope they improve.

Positive experience: First visit this morning and met Xavier at reception. I enquired about membership options and he answered all of my questions clearly and quickly. First impressions were really very good. Facilities including change rooms and 50metre pool are acceptable however in need of TLC. Overall my experience was a 4/5 Thank you Xavier

Negative experience: 1. Unclear and unresponsive membership registration process I asked about the membership registration process twice, but received no response at all. This caused delays and confusion, and it reflects poorly on the communication and service standards. 2. Inconsistent information from staff regarding the gymnastics t-shirt The first time I asked, the teacher informed me that once the membership was successfully registered, the t-shirt would be given to the student. After the membership was approved, I asked again and was told the t-shirts were from months ago and no longer available. I am very disappointed that different staff give completely different answers. This inconsistency is unprofessional and confusing for parents. 3. Unreasonable membership charge

Fantastic experience: Great pool including a 50m outdoor pool. Water and facilities were clean. The pool was not crowded at all. Very large opening hours. Very convenient electronic lockers. Could benefit from having more showers.

Negative experience: I cannot believe they can just cancel a class with a single email sent a month ago! The portal still showed that the class was running, even on the day of the session. It’s really disappointing and confusing. This swimming school used to be great last year, and I have no idea what is wrong with the current management

Negative experience: Lousy Admin and unskilled Customer Service. A simple support for a course cancellation and get a refund is a nightmare dealing with them. Tried to explain but they are not listening and being a pain and not being accountable for their peoples mistake.

Negative experience: I have tried to contact the centre on 5 occasions to enquire about membership. They returned my call after my second message but I was busy. Called them back within a minute but got no answer. Tried again each day without success. Such a poor way to run an organisation. After my experience & reading these reviews I will be going elsewhere

Negative experience: The gym is not clean, the equipment area is overcrowded, and the toilets are always dirty. It gets extremely packed in the evenings, and the front desk staff are unfriendly they don’t even greet you with a hello or goodbye.

Fantastic experience: I really appreciate that it's no joining or cancelling fee. I only used the pool which I was more than happy with. The facilities are great. The price is good. The staff are friendly. But the no joining and cancelation fees is a real bonus.

Fantastic experience: You can attend many sports including squash, swimming. Good coffee!

Fantastic experience: Awesome team!

Negative experience: the management is helpless, the reception keeps repeating their policy without any effort to help their customers. Been there for two years just because it is close to my home, however, just relized I have waste my money and time of mine and my child.

Negative experience: Systemic Administrative Failures Mar Otherwise Good Program This review is based on persistent administrative issues over two years, culminating in a specific incident on September 14, 2025. Evidence of Systemic Problems: · IT System Failure: A new booking platform was implemented to address previous shortcomings, but it has persistent bugs. A supervisor confirmed a known system bug prevented makeup class requests from processing the week of Sept 7, 2025. · Chronic Communication Issues: The main phone line is rarely answered directly. The stated reason, "due to a shortage of staff," is a management issue. Returned voicemails often come days later, which is ineffective for time-sensitive scheduling like makeup classes. · Business Decisions Over Commitment: A separate children's taekwondo program was terminated mid-term approximately one year ago due to profitability concerns, breaking commitments to enrolled families. The Incident on September 14, 2025: This systemic failure was compounded by profoundly poor customer service.After multiple failed attempts to request a makeup class via the new system, phone, and email, I visited reception at 10:30 AM. The supervisor on duty, Elena, was informed of the technical issues and our prior efforts. Her response was unacceptable: 1. Deflection of Responsibility: She explicitly stated the problem was IT's fault and "not their fault," refusing to acknowledge that the university is a single entity accountable to its customers. 2. No Solution-Oriented Approach: She offered zero alternatives, workarounds, or willingness to escalate the matter. The interaction was a rigid adherence to the "no same-day makeup" policy with no empathy for the circumstances her own organization created. 3. Dismissal of Feedback: A reasonable suggestion to place a notification on their system to warn other customers of the bug was dismissed. It is important to note that not all admin staff exhibit this attitude. However, as a supervisor, Elena's conduct represents a failure in training and empowerment, reflecting poorly on the program's management. The swimming instructors are excellent, which makes these persistent operational failures so frustrating. For a leading university, the lack of investment in reliable infrastructure and customer service is disappointing. Management must take responsibility for its systems and empower its staff to solve problems, not just recite policies.

Fantastic experience: Well established and well organised!! Very good team and I recommend 110%

Fantastic experience: Such a great facility with amazing and friendly staff. Lots of equipment and space to cater for anything fitness related really. We use our Fitness Passport to come here.

Fantastic experience: Its really good place for swimming

Fantastic experience: amazing and highly skilled teachers. they care for your kids and you see improvements and kids being corrected if incorrect form. teaches kids safety in the water too. fantastic swimming teachers!

Fantastic experience: Racist staff, incredibly based.

Negative experience: Very crowded!!!! Never try this anymore

Positive experience: This is a great Sports & Aquatic centre. Friendly staff & plenty of classes available, the membership is reasonable. It is a shame they don't have more disability parking spaces near the entrance. Some days, it is a real struggle if my pain level is high due to distance from other parking.

Fantastic experience: Clean and plenty of staff. Long open hours

Fantastic experience: Great swimming instructor at Macq Aquatic. Their approach makes it easy and enjoyable for kids to get comfortable in the water. I tried three other places before here, and they don’t compare.

Fantastic experience: Loving the healthy and young vibe of this centre, good customer service too!

Positive experience: Plenty of equipment, friendly staff and well priced cafe

Negative experience: I am writing to express my deep disappointment with the service I received during my recent visit to your aquatic centre. This was my first time visiting, and unfortunately, my experience was marred by an incident involving a staff member named Nick. He interacted with me in a highly emotional manner that made me feel uncomfortable and disrespected. Despite his suggestion to file a complaint via a feedback form, I am concerned that my complaint may not have been properly received by the centre. It appeared that everyone was quite busy, and I understand that individuals may have personal challenges affecting their mood. However, it is unacceptable for a staff member to allow personal emotions to impact customer interactions. I kindly request that you investigate this matter and ensure that appropriate measures are taken to prevent such incidents from occurring in the future. Respectful and professional customer service is crucial in maintaining the reputation of your establishment. I would appreciate a response at your earliest convenience regarding the steps being taken to address this issue. Thank you for your attention to this matter. I look forward to your prompt response.

Fantastic experience: Great place to play sports and a great way to utilise the facilities of a University. You have so many to choose from and I'm sure you will find a club or sport that will suit yourself. There are 2 swimming pools, indoor and outdoor, 4 squash courts, lots of table tennis tables, netball courts double for badminton courts and of course tennis courts outside. Indoor gym to suit all ages and local residents not affiliated with the University through Alumni can join as a community member. So if squash is your thing, you pay for community membership half yearly which is $200 at time of review. Pretty reasonable for lots of cardio. This entitles you to join the squash club, participate in squash training, pennant competition (10 week competitions), competing with Knox grammar school on Saturdays, all free for the the process of your $200 membership every 6 months

Negative experience: my daughter’s Thursday swimming session was removed without any notification. I was told and have to make division on the last class to transfer my daughter to another new session. I ask to find a session with the same trainer as the current one. No one has a clue. So I had to bring my daughter to the new session with new teacher and new classmates who always through water to each other. My daughter totally fear of the swimming class now. Very Poor arrangement

Fantastic experience: Big university and peaceful environment. Visited here to meet audiologist.

Negative experience: I never receive invoices and they just direct debit my money. my child have learn near 4 months there for swimm and they did not even teach her skill.

Negative experience: The booking system is extremely complicated for members who play badminton and basketball. You need to book 169 hours before. Which is 7 days plus 1 hour. May be they should say members not welcomed instead

Fantastic experience: Anna is the best instructor of group classes ever !! Unfortunately, I no longer work around there so I can't join this gym. I couldn't find any other group classes elsewhere that have her vibe and energy. I joined in 2015/16 and Anna has been teaching til now! I really miss it !!

Fantastic experience: Great pool usually not too crowded. Amazing steamy look on a winter morning.

Negative experience: My child made minimal progress during the year he swam here. Was stuck in a level as he had one more thing to complete but most weeks they didn’t even teach that skill. Would not recommend.

Fantastic experience: I watched a volleyball game here and it was exhilarating, then someone gave me two free red bulls and a rainbow armband 10/10

Fantastic experience: good facility and clean change room with hair dryer

Negative experience: Very slow progress for young children’s classes, weeks and weeks of the same thing with little progression in techniques and very little challenge for the children, feels like they are stuck at a level for very long. One would expect kids to come here and learn swimming but really it feels like 30minutes of childcare in the water.

Negative experience: Great gym, but can't take my strapping 14 year old to do a cardio workout in the gym as they have a 16 years age limit. Also the casual prices are ridiculous.

Fantastic experience: Easy Parking and clean.

Fantastic experience: Great swim teachers. My daughter loves attending her swim classes here.

Fantastic experience: I used to come here for most of my younger years. Honestly, I hated swimming, but I kept attending classes for those last few years because there were some absolute Asian BADDIES in my class. No cap, would recommend it to anyone else who hates swimming.

Negative experience: Forget going to badminton socials here especially on Thursdays. It used to be so good in 2022 where it’s ACTUALLY “social playing” where people mix around on the courts and everybody was friendly. Back then they used to have 2 floors too (one for beginners and one for advanced) but now they’ve closed of one floor for bookings. The people there only play with their own groups. This chinese girl in white forced me and my partner out of the court even though we stepped onto the court first and earlier than her AND we just arrived and haven’t even played once yet. She said “we queued for 2 games” i replied “so did we, we haven’t even played once yet”. She insisted and repeated saying “we queued we queued”. Well what about us then? Our queue doesn’t count? She was so rude. Ps she keeps vaping on the courts indoors too. We used to come every week in 2022-2023 but have decided to never come back again. It’s not our first time being disappointed at mq socials badminton, we just kept giving it another shot. Not to mention the people who come for the first session at 6pm were supposed to leave at 8pm but of course they stay until 10pm with other people that paid for only the 2nd session. Such poor management.

Fantastic experience: I work out here every day. Friendly staff. All the equipment you need. Gets pretty busy after 0630, especially on a Monday (OMG.) Likewise after 1700 (don't bother.) If you can go early, late, or in the middle of the day, no worries.

Negative experience: Today i watched one of the instructors at the water white level harass my child.She vocalised so loudly telling him to stand up.He must have gotten tired jumping and balancing and the fact that he was straight from school he must have been tired.She vocalised so loudly,i walked near the door and talked to him and asked him to join me and rest.He preferred to continue,as it was time to go up and jump on the trampoline he happened to run up with other kids.I watched the instructor stop him and isolate him..she made him stay aside and made other kids jump and leave him out.I watched keenly as she ignored him and made him not join in the play as other kids played.How do you treat a 4year 8months old like that?I couldn’t keep watching her isolate my child like that,I walked in and told her it wrong to isolate a child like that yet others are playing.She was like “okay”..I just took my child and left.Never returning

Fantastic experience: I checked the popular time on Google maps and I followed the unpopular time and went there to swim, and it's reliable, I could able to swim alone in my line most the time, and the pool was very clean just a few leaves under the pool and that's not a problem, and the shower room has a stable hot water, but I don't know is it keep providing stable hot water when there are a lot people, cause there were just a few people using the shower while I was using it.

Fantastic experience: Wide range of equipment in the gym. Lots of social sports activities to do and helpful staff. Gym is busy in the evening but quite in the mornings

Negative experience: Yesterday, I brought my child to the gymnastics class at MQ University Sports Center, and it was quite chaotic and packed. The place was filled with students of various levels, yet there were only three instructors present. Soon enough, I noticed a shortage of instructors for the Fire Yellow and Fire Red levels. With over twenty students combined in these two classes, they were left with just one instructor after the warm-up. Consequently, they could only engage in some sit-ups and group games together. It wasn't until half an hour later that another instructor rushed in, and only then did the children finally get to start their lessons separately. Experiencing such a situation was quite unprofessional. I hope that the center can improve its planning and organization, and hold themselves to the same standards they expect from us regarding attendance rules and class schedules. Furthermore, the gym was overcrowded with students during the class, which was concerning for the quality of instruction. The center needs to address these issues to ensure a better experience for all participants. Additionally, the frequency of assessments was too high. Before students had practiced enough, they were being assessed again. This often resulted in no one moving up to the next level. Each assessment seemed to mean that the entire class was not receiving instruction during that session, which impacted the overall quality of the lessons.

Negative experience: The customer service is extremely poor and the young staff clearly need more training. I recently needed to update my billing details and did so before the billing cycle and was assured this would be updated. Then 2 days later I receive an email saying your direct debit failed and you will incur a $7.50 fee! I tried calling no answer so left a voicemail and followed that up with an email and still have received no response. Even when going in there last Friday the guy on the desk couldn’t help me and told me you will just have to wait that other guy who processed the update is back in… The facilities and classes are great however the reception staff need a lot of improvement.

Fantastic experience: This place is perfect for kids' swim lessons. Although the progress may have seemed slow at the beginning, it actually helped the kids build a solid foundation in swimming skills. It will help them to make much faster progess in later stages of learning, this is what my kid is experiencing now after 1.5 years with Macquarie University Aquatic Centre.

Positive experience: Good swimming pool and learning place for kids

Negative experience: this joint - the Olympic pool is frequently 3/4 closed other than to squad or water-polo: I know no other pool like it. The outdoor pool is over-heated, often flush with leaf debris, exposed on two sides to gale force wind & made more unpleasant by music blaring from the speakers The showers run cold OFTEN & one is made to wait for lengthy periods to purchase admission

Fantastic experience: Saw the sports physiologist, Nicholas. The attention and help I received was excellent. Very impressed with the facilies and the upbeat mood of the place.

Positive experience: It’s an excellent sports centre, provides many very good sports programs for kids. I love this center. However, I’ve seen big boys in female change room quite a few times. I have asked the reception staff how could that happen, and they told me it’s actually allowed. I was literally shocked. There are two family change rooms, why can’t they use there? I hardly believe there would be any dad take their big girls to male’s change room to get changed. So why the moms don’t mind to take their sons? I feel very unsecured and worried for my daughter every time she takes showers in the change room. Hope this policy can be seriously reconsidered.

Fantastic experience: Excellent place for swimming. The indoor pool is a bit warm for me, but it works if you need to swim. There are guys around watching us which make you feel safe in case anything happens in the pool . The place is very friendly . I really recommend it .

Fantastic experience: This is a fantastic fitness centre. Squash, swimming pool, group fitness classes and gym.

Negative experience: DON’T TRUST THE 50m POOL!!! They put barriers in the middle of 50m pool almost EVERYDAY and book out half of the rest 25m zone for squad training almost EVERYDAY. This means you will only have four 25m lanes at outdoor pool with 5 or more persons in each lane. Hot water is unstable when you want to take a shower after swimming.

Fantastic experience: Tried out Vinitha Verma's yoga class at MUSAC on Sunday (4/2/2024) She is a very competent yoga instructor, I had a lot of fun, her routines worked out every muscle in your body! And everyone was sweating buckets in the super cool air conditioned space! Keep up the fantastic work, Vini!

Fantastic experience: A wide range of facilities including a gym, fitness classes, martial arts classes, squash courts and space for multi function sports (volleyball, badminton and netball).

Positive experience: I love the pool ! It’s perfect in summer with pool lounges available although they can run out. Great gym. Some really great classes and instructors

Fantastic experience: Really nice outdoor pool that usually isn't busy. Indoor pool too that tends to be used for teaching people to swim. Fairly good gym too available.

Fantastic experience: The best pool in the area ... and includes two hours of free parking with the entrance fee!

Negative experience: What is the point of having lap availability online if they never update it? I’ve never been able to finish more than a couple laps in the 50m pool before they close off half the lanes for schools/lessons/squads that are not on the timetable. The female toilets are also disgusting, piss everywhere.

Fantastic experience: A complete and state of the art Gym

Positive experience: Very good

Fantastic experience: Có chỗ chơi bóng bàn rất vui

Positive experience: Two swimming pools, large hall, squash courts and various gym equipment

Fantastic experience: Perfect aquatic center with indoor and outdoor pools and gym ️‍♀️

Fantastic experience: Great facility with excellent equipment and training

Negative experience: I don’t feel comfortable while swimming.

Positive experience: Good for what you pay but toilets are pretty bad.

Fantastic experience: Excellent facilities. Swimming pool, squash courts, badminton courts, basketball courts and a large gym.

Negative experience: Dislocated my finger at the gym, staff did not know how to render first aid. Very disappointed.

Fantastic experience: kids swimming lessons, great yoga and other activities. Staff are friendly.

Fantastic experience: This is one of the best sport & aquatic centres with World Class facilities, we found the staff and management here, extremely welcoming and very professional. We will be back!

Fantastic experience: Greta place around macquarie for swimming lessons for Kids of all ages. They also have great classes for parents with kids younger than 2 years and it is amazing

Negative experience: I am really unhappy about their poor service. The staff are unhelpful and just shrug shoulders instead of even trying to help. They are very slow in returning phone calls and you may not be given proper answer when calling. They even don't reply emails properly. They just keep repeating their process which is not working for customers! Really dissatisfied and will look for better pool.

Fantastic experience: Love coming to the gym to use the gym exercises room it’s always fun and really good for health and wellbeing It’s always very clean Good customer service Very helpful staff Have a really good EP Nick Saunders he is a fantastic excellent EP he is also a very understanding person I have autism and he very helpful Love coming to Mac Uni gym

Negative experience: Called the centre to double check that whether the center will be closed at 7pm on Sunday at around 6:30，get the yes response. Decided to go for a 15mins quick swim and arrived at 6:40pm. Just to get told that the center would not allow guests to come in 30mins before the closing time??? Kinda disappointed but it is what it is. Well if in that case，you should mention this policy somewhere on your website that although the actual closing time is 7pm during weekend or 10pm on weekdays，u should not come after 6:30 or 9:30？And whoever told me the center closed at 7 on the call，thank you so much for wasting my time.

Negative experience: Really hard to get laps in. As they are always doing squads, polo and lesson - non stop.. you have to turn up after 7 or just don't bother . No one answers the phone and the web site is often wrong on availability better still .. go to Warringah aquatic. They are usually free after 630.

Negative experience: Why that u are not charged fee at the same day of a week, and there’s no notification before the payment day. Your system is really rubbish, you still have to charge a rejection fee if you don't remind customers. If you were reminded that, that’s my bad, but nothing. Whatever the reason you charge for this, it feels so bad. Last time was Tue, this time is Fri, different day of the week. Can you explain that to me?

Fantastic experience: Good staff and well kept gym, only sidenote is I always look around and cannnot seem to find a tricep deticated machine, hate to be that guy but I would assume a gym would have at least one throughout the facility - would be much appreciated if one was to be added, but other than that detail I like the outdoor area when the weather is nice and allows gym-goers to spread out and not all bunch up and there is a decent variety of machines, weights etc for the most part. The tyre selection in the courtyard is a great addition which I find very fun and different to most gym facilities.

Negative experience: Don’t rely on this place if you are after a place for daily swims. Firstly, they just increased their entry price which cannot be justified based on the quality of their service. The outdoor pool is always crowded. Doesn’t help when they often close off half of the outdoor pool for water polo or squad training. For example, last Tuesday they rented out half the pool to a swim club and closed the rest of the pool for their own swimming lessons. The outdoor shower does not have hot water and this aquatic centre does not open during public holidays when other aquatic centres are opened (on reduced hours). In summary, for the price that they charge, this place is highly disappointing.

Negative experience: The most ridiculous badminton court experience: a badminton court costs $38 but for one person access only… Any other people will be charged $7 pp. I guess the badminton is one-person game here. We have 4 people came along together, have to pay $59 for an hour. Besides, the light is pretty poor for playing badminton. You’ll see multiple shuttlecocks when looking up.

Fantastic experience: So many options and classes. Such a great weekly price and there is also an indoor and outdoor pool. Also a females only area for those interested. 2 hours free parking for gold members too.

Fantastic experience: A very good size sports centre with lots of facilities. Membership is very cheap compared to many other places.

Positive experience: Seems like the pool isn't cleaned very often. Have seen a band-aid floating in there for over a week. Majority of the lanes are always booked out for swim lessons and swim squad or water polo.. it gets very busy. The swim lessons have been great for my kid though. They love the instructors who all seem passionate about their jobs.

Positive experience: Tried to get in touch with staff for almost two hours on Sunday to make sure if gym will be opening on Public holiday. No one answered and no e-mail was sent to inform any updates. Very Nice place to train but poor communication method.

Negative experience: Prices up do not reflect the worth of facilities. I can go to Lane Cove pay one dollar more for sauna spa etc.brand new facilities there too. Outdoor pool is not heated as was stated. In addition why charge full amount for half the available facilities on weekends?

Fantastic experience: Excellent facilities, well laid out and the heated 50m (outdoor) , 25m (indoor) pools are great. Cozy coffee shop at the enterance

Fantastic experience: You can do a lot of activities here and nice cafe and sunshine, easy parking

Positive experience: Wish had more available lanes on afternoons

Positive experience: This centre serves very well both for kids and adults. However, one issue is they never keep update trading hours in website.

Fantastic experience: It's subscription based access unknown if you can buy a one off access to pool or other facilities

Positive experience: Good place to swim and gym but the vending machines dont accept cash which is detrimental to kids who dont have a card and just want a snack. Also, the bathrooms arent that good.

Negative experience: Really poor management at this aquatic centre. They will thank lifeguards and give them a special mention for fixing lane ropes but not if they save 2 kids lives in one day! Do not have a care in the world for their own staff. Do not recommend

Negative experience: Macquarie university sports. Ahhh... Now it's a good venue for sports, swimming, tennis, squash, basketball, badminton, however it's location sucks and parking is worse. It's approximately 13 minutes away from the metro station (even with bus) and the worst part is the parking straight up sucked. It's good, but not good enough.

Negative experience: Swim school and staff are great but the management running the show are no good. For the last three Fridays , at multiple attempts to call them, not once has my call been taken. I am pretty sure they leave the phones on silent with absolute disregard for customers who may have enquiries.