Address: Hook Rise S, Surbiton, KT6 7LD, United Kingdom
Phone: +442083970390
Rating: 4.8
based on 287 reviews.
Instructors
Pros:
"Our instructor had more of a watching brief over us... When necessary he stepped in to offer direction, advice and the odd tip."
"Nat was excellent with the kids."
"Rachel was patient and encouraging."
"Ian (not sure how to spell name, sorry), very best experience in White Spider Climbing Center!!!"
"Toby the instructor had a great manner with the kids."
"Cecil, was brilliant. He was conscious of time and wanted us to get the most of the experience."
"The instructors are patient and professional."
Cons:
"The instructor was really nice and explained safety procedures well but my son found climbing the first wall too scary and did not want to go on."
"The only issue we had was that we took our son there for a first time climb and he is 7 years old, and it might just be that one instructor but straight from the first climb kids are sent and expected to climb to the top of a 5-6 meter wall."
"The instructor was pleasant enough but more concerned with 'Not had my break' than making up the time."
"However we had a tutor and he lacked empathy with them completely which was very disappointing."
"They left her unattended on a 5 meter bouldering wall with no safety harness or no instructor."
"Used to love white spider. But it’s become a climbing centre that’s just for kids. Climbers can’t get on the routes before being asked to unclip / untie for groups of kids."
"After the fall the management did not want to ring the ambulance."
Facilities
Pros:
"The climbing space as well feels very nice and open, we never really felt like we were having to compete with others to climb on any of the walls."
"There is a large bouldering area, a warm up area with weights and equipment, plenty of lead, belay and auto belay climbing."
"White Spide is a fantastic climbing wall. Lots of roped climbing (lead + toprope) and a lot of variety."
"The indoor facility is amazing, the staff are very friendly and the prices are reasonable."
"Great place for climbing. Lots of top ropes and lead climbing routes. There is also some bouldering here."
"The venue is filled with lovely light and space plus super friendly staff."
"The facilities seemed very extensive with an array of different walls catering for all abilities."
Cons:
"The training area is a disgrace."
"Felt a little cheated to pay full price when less than half the bouldering was available."
"Gym area gets quickly gets full and can’t accommodate more than 3-4 people."
"Parking is scarce."
"There is not enough storage on the main floor."
"However at peak 5-10 pm it’s feels more like a gym for groups of children."
"Upon arriving we were informed that the upstairs section of bouldering was closed, literally halving the size of your space."
Customer Service
Pros:
"The staff were incredibly friendly and knowledgeable and made me feel welcome right away."
"The staff could not have been more helpful and were fantastic with the kids."
"I emailed White Spider with questions they replied very quickly."
"The staff are friendly and professional."
"Everyone at White Spider is super friendly, knowledgeable and approachable."
"All staff were friendly, great customer service within a relaxed calm atmosphere."
"The staff are all very friendly and accommodative."
Cons:
"One not very welcoming or helpful person on the desk for newbies like us, although other staff were good."
"Communication was not great. No one ever answered the phone nor returned my phone messages."
"Just very poor service and denied that it was not there though and management was arrogant about."
"But just tried to get info of price and times and Spoke to this spotty bearded geek and he was no help at all just treated me like a newcomer no customer service."
"The service could be improved, it is not very efficient in terms of cafe, waiting to get in, if someone is not a member, or especially with collecting lost items."
"They seem to be in a mindset of treating everyone like children and so act quite condescendingly towards you if you need help with something."
"Used to love white spider. But it’s become a climbing centre that’s just for kids. Climbers can’t get on the routes before being asked to unclip / untie for groups of kids."