Collection Club - Alice Lane Sandton

I would like to log a formal complaint in writing. I belong to the collection club status. As you are aware of my status being at Collection Club, I find the Alice Collection club in sandton quite disfactory while i am on holiday.

I have entered the club on numerous occasions, The reception staff (gentlaman and lady), Finding them not friendly, don't acknowledge or say goodbye. I was never guided as to what the club offers and neither what it doesn't even after the receptionist was aware that i am visiting. I don't find a jacuzzi in the club, it is not my position to ask when I should have been informed knowing that I am visiting. When I access the club that is even a process, yes I am fully for for being scanned (temperature check, sanitize even though your sanitizer machine had no sanitizer on the first day I accessed) Everything that i need to find, i need to search on my own, such as your small lockers in the entrance.

The service in general is poor and unacceptable, I pay nearly R2000 a month membership, shape up, I shall be escalating my concerns on social media upon virgin active Collection Alice club on how I find service and as to why you assume you are doing me a favor to gym at one of your clubs. Perhaps if you improved your service you would have more members.

Questions I need to raise are the following!

1) Reception is the most important part of any business - This I find poor 2) Why was I not explained or asked? Do I have any questions where things are in the club since the receptionist was aware that it is my first time. 3) Can have a conversation with a member,, yet you can't say goodbye, the gentleman that served me on the 26/12/2021 did not acknowledge me.(multitask) 4) Upon accessing, i need to pass through, the receptionist stairs at the screen as if i am being denied and i wait - what i am i waiting for? 5) I am not asked how many towels i am wanting or even a word is spoken to me, i am pointed upon sanitizing as well as the sign at reception upon Covid 19 protocols. Totally disgusted - Is this the norm for your elite status members? Or are you only selective on who you want to chat to or not .... 6) Access Card pointed too, only words i am spoken to are if it doesn't scan - i should try to scan again and not hold my fingers by the bar code...

Now, you wish me to keep quiet and pay for this type of service. I am going to tag the club and see reviews and posts after my complaint to see what people think of this club as I am livid and angry....