Collection Membership Without the Collection Perks

I joined Virgin Active's Collection membership (R3,400/month) specifically for one reason: Melrose Arch offered Reformer Pilates as part of the premium experience.

That was the entire value proposition for me.

Now, the club is under refurbishment — there are no showers, no reformer classes, and no clear communication about how long this will last. The core service I signed up for is just... gone. Their answer is, go to another gym, but I pay a premium for a specific reason.

To make it worse, I can’t cancel without penalty. My only option is to downgrade, even though Virgin Active is no longer delivering on what was advertised.

Deeply disappointed in the lack of transparency, accountability, and basic fairness.