Eight months ago, in October last year, Planet Ice Bristol made its highly anticipated debut in Cribbs Causeway. After the closure of the former Bristol Ice Rink in Frogmore Street in 2012, many were eager to return when the chain officially became the city’s resident ice rink.
Since its launch hundreds of reviews have been left on Google and TripAdvisor, which detail varied experiences of skating at Planet Ice Bristol. While many shared their unmitigated support for the branch, others claim the venue is in need of improvements, with several criticising the prices and the number of people allowed on the ice at any one time.
Planet Ice told Bristol Live it has experienced "huge demand" since opening and that although the feedback from some visitors was "not to the company standard", the "vast majority" have left happy. As for those who shared positive outlooks, many have described the attraction as “family-friendly” and “accommodating”.
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One user, who praised the venue’s accessibility for people with disabilities, wrote on Google: “We had the best time ever! Having a severely disabled child who uses a wheelchair can make places hard to visit, however, planet ice couldn’t have been more accommodating!
“We were asked multiple times if we needed anything, we had to get off the rink so they could smooth it over and we were given a room to go in so we weren’t surrounded by people. We were also allowed back on the ice first so it was easier. Staff were so friendly. Can’t wait to go back!"
Another user chimed in to describe how fitting Planet Ice was for families, by writing: “Great experience with the family. You can tell that it isn't completely finished yet, but it is still a good venue. The ice and rink is great, which 8s mostly what you're there for after all.
"There were plenty of skating aids for the kids (and adults too). The cashless lockers were a good idea, including some with USB mobile charging built in.
“There was quite a queue for skates, but that was fairly normal and it moved quickly. Would be good to have an entrance to the café from the ice and/or a seating area to eat / have a coffee without taking the skates off, but I'm assuming that will come.... Overall, great to have an ice rink back in Bristol.”
On the other hand, there were those who felt that Planet Ice Bristol rather did not meet their expectations, as other customers complained of the venue’s customer service and cost. One customer visited three times but recalled a negative experience each time.
In a lengthy paragraph, they expressed their dismay regarding the quality of the rented skates, alleged issues of overcrowding and as well as their “ridiculous prices”.
They wrote on TripAdvisor in March: “Overpriced, overbooked and painful. First time going and it was busy but not awful, although after 20 minutes I had to get off the ice.
“I took the skates off and I’ve never had such a bad blister to the extent the side of my foot was bleeding. When raised to management it was because the skates were new, to which I couldn't really argue because they weren’t wrong, just a case of going back a while after.
“Second time going was terrible. Queue of about 30 people at least outside the door and when we finally got in, there was an even bigger queue for skates. The rink genuinely looked dangerous with the amount of people there. We walked back out and we’re given tickets to come back another time. There were hundreds of people there, it was concerning.
“Third time going. Evening time during the week, quick enough getting in and getting skates on but the problem with the skates remained. They’re straps and not lace - so rigid and uncomfortable that again I’m left with huge blisters and the cramping was awful, we were there no longer than 40 minutes.
“My advice is, if you do go, buy your own skates. You won’t pay their ridiculous prices. Also go half an hour after the session starts to avoid queues. This isn’t a Bristol ice rink, it’s a chain who are cheap. They won’t pay out for good skates with more staff.”
Meanwhile another user described visiting Planet Ice as “a lot of money for a poor experience”, as they went on to add that booking at the venue was far too “expensive” as they were required “to add skates for each person at an additional cost”. According to Planet Ice's website, customers without an 'ice card' (which affords a £2.20 discount per person) pay £11.20 for an off-peak public session and £13 for peak times, with other rates available for families, toddlers and pensioners.
The skating aids people can hold on to for support are an additional cost from £6 per hour, and there is a £2.80 charge per person to hire ice skates. On TripAdvisor, there have only been 19 reviews since the branch opened, compared to more than 360 on Google.
However, of those 19 reviews, it has averaged a rating of just 1.5 stars out of five - 12 of the reviews were listed as 'terrible' and four under the category 'poor' while two reviews received an 'average' ranking and just one review was 'excellent'. Meanwhile on Google, Planet Ice Bristol has been rated 3.5 stars out of 5, receiving a larger volume of comments, with 368 reviews that have offered a wider range of opinions from visitors.
Full response from Planet Ice
Planet Ice has since responded to the various claims and have emphasised that while some of the feedback received online were "were not to the company standard", they hope to "continue to provide a fantastic experience for the vast majority".
Kerstin Engren, Planet Ice's assistant chief operations officer, and Will Tenison, Planet Ice Bristol's general manager, said in a joint statement: "Planet Ice were excited to open its facilities in Bristol in October 2021, providing the community and surrounding areas with fantastic Ice leisure facilities. Since opening the doors we have experienced a huge demand and have continued to adapt the programming and products to deliver, and meet customer expectation.
"Planet Ice were instrumental when working with Government and DCMS restrictions and guidance during the pandemic and continued to work according to their guidelines on capacities when we re-opened all of our rinks which included Bristol. As with many leisure and hospitality industries, staffing levels we unpredictable due to short notice Covid isolations, which we experienced on a daily basis.
"Whist we understand the feedback from some visitors were not to the company standard we were very happy to have and continue to provide a fantastic experience for the vast majority, from public skating sessions to Ice hockey events and learn to skate initiatives. The feedback overall has been incredibly understanding and supportive of the pressures faced by all in the leisure and hospitality sector post lockdown.
"We continue to employ and develop a strong workforce, as well as delivering a sophisticated booking, programming, and customer experience. We look forward to providing Bristol with facilities that all age groups and abilities can enjoy throughout the year and we are committed to reacting to feedback constructively."
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