Poor Service and Mismanagement at Jacaranda Gym Spa Facility

I am writing to express my deep dissatisfaction with the service I have received at your spa facility. My experience with the afternoon staff has been consistently disappointing — they have been unhelpful, rude, and dismissive on multiple occasions. Their attitude toward members is unprofessional and completely undermines the standard of service I expected when joining your gym. In addition, I have encountered ongoing problems with your booking system. Staff insist that bookings must be made through the app, yet the app does not function properly. When I attempt to book in person, I frequently experience errors such as double bookings, which result in unnecessary waiting times and lost gym sessions. The situation is made worse by the dismissive and disrespectful attitude of certain staff members when these issues are raised. To make matters worse, I have tried several times to escalate my concerns, only to find that the general manager is unreachable and does not return messages. This lack of accountability leaves members with no effective way to resolve issues or have their concerns heard. I was also informed of a R399 penalty fee for downgrading my package — a charge that was never disclosed at the time of sign-up. This lack of transparency feels misleading and unprofessional, particularly given that I have not yet made my first payment and already regret joining your facility. I expect a prompt and formal response addressing these issues, including: An explanation and resolution of the ongoing booking system problems. A formal apology for the unprofessional behavior of the afternoon staff, along with assurance that this will be addressed. A clear explanation regarding the undisclosed downgrade penalty and a fair resolution given the lack of transparency. Confirmation that management — including the general manager — will be made available and responsive to members’ concerns moving forward. I joined Jacaranda Gym in good faith, expecting a professional and enjoyable fitness experience. Unfortunately, my experience so far has been the complete opposite. I hope this complaint is taken seriously and that steps are taken immediately to rectify these issues.