Denied Access at Planet Fitness Greenstone – Long-Standing Member Treated Without Empathy

I am a long-standing Planet Fitness member and have never experienced treatment like this before. On 23 December 2026 at around 11h15, I was denied access to the Planet Fitness Greenstone branch by the Club Manager (introduced as MJ) when I arrived with my children. I had with me: My 19-month-old daughter My 13-year-old son My 14-year-old nephew, who is visiting me for two weeks during the school holidays and normally trains at a different Fitness club when he is home I specifically chose this branch because it is the closest Planet Fitness with a kiddies’ area, which most branches do not have. The manager insisted that tags were required for all children. I agreed and offered to pay immediately, but was then told that birth certificates were mandatory for all three. At the time, I only had my daughter’s birth certificate available. My nephew’s mother was unreachable to send his, and I could not immediately find my son’s on my phone. Despite explaining: My many years of membership My willingness to comply and pay The temporary nature of my nephew’s visit That I have always attended Planet Fitness with my children in December …the manager refused entry outright and showed no flexibility or empathy. I was forced to leave with my children, which was embarrassing, distressing, and unnecessary. I understand that policies exist to protect children. However, the rigid and dismissive way this was handled reflects very poorly on Planet Fitness’ customer service, especially towards loyal members. I am requesting: A formal apology Clear clarification of the policy regarding minors and visiting family members Confirmation that this incident has been reviewed by regional or head office management A reasonable resolution to ensure this does not happen again Planet Fitness markets itself as a family-friendly brand. This experience was the complete opposite. I am awaiting a response.