Subscribe to trusted local news
In a time of both misinformation and too much information, quality journalism is more crucial than ever. By subscribing, you can help us get the story right.
- Subscription costs less than £1 a week with an annual plan.
Already a subscriber? Log in here.
02
Jan 2024
Harrogate Ice Rink organiser responds to complaints
The company operating Harrogate Ice Rink has responded to complaints about the condition of the ice and slow refunds.
York-based Events by Cynosure is running the rink in collaboration with North Yorkshire Council tourism body Destination Harrogate.
It opened in Crescent Gardens on December 1 but adverse weather has led to its closure eight times since then – including today (January 2).
The rink's Facebook page has received numerous critical comments from people who have struggled to get refunds. Others have complained about the wet surface.
One unhappy customer, who asked to remain anonymous, claimed the conditions were unsuitable for skating on December 20.
In a letter to the organisers seen by the Stray Ferret, he said:
He said he asked to speak to a manager at about 6.40pm to voice his concerns about the state of the ice only to be told the manager had “left the site and was unavailable to speak to”, adding:
In the same letter, he also said he later approached a staff member wearing “management” uniform (pictured below) who “denied being management and would not make comment”, while “watching football on his iPhone”.
The customer said the man pictured "denied being management".
The man also claimed the quality of footwear was “extremely poor” and that “rusty blades” had not been maintained.
The man pictured his "rusty" skates.
He today told the Stray Ferret he has "heard nothing at all" since sending the letter on December 21.
Read more:
- Harrogate ice rink closes as wind brings more disruption
- Harrogate trains cancelled as flood threat remains
Others have also voiced concerns. Local resident Emma Alderson’s booking was cancelled on Christmas Eve following a yellow weather warning.
Events by Cynosure said the "safety of our skaters is priority" and "all tickets will remain valid until the 7th January should you wish to visit us after Christmas". However, Ms Alderson has struggled to get a refund since. In a response to the company seen by the Stray Ferret, she wrote:
Despite asking for a refund, Ms Alderson today said she has “had no update from them at all”.
Rink is 'suitable to skate'
John Lowery, chief operating officer at Events by Cynosure, told the Stray Ferret it was “aware of complaints in regard to the ice rink”. Mr Lowery added:
Harrogate Ice Rink, which debuted in 2022, is part of a three-year deal between Events By Cynosure and Destination Harrogate.
It is set to run until Sunday, January 7, but with just two dry days forecast until then, the weather may continue to have an impact.
0