This happens so often when a new place opens - they launch with a massive fanfare and a huge splash of publicity, but are actually at their least able to deal with the influx of people (new staff, untested systems) which hurts them as they get a load of people who think "this place is rubbish" and don"t come back.
One guy posted a review on 2+2 and said that their registration was so poor and took such a long time that he never even managed to play in the tournament he went down for, opting to leave instead of standing in a queue all day.