Disappointed with Staff Service

I am writing to express my disappointment with the service I received at Virgin Active Rylands on 19 March. As a new member through Vitality, I was granted a 3-day visit pass. However, when I arrived at the gym, I was unable to access the facility because the consultants could not retrieve or generate my QR code. Prior to my visit, I had received a message from Sandiso with instructions on how to book a class. I followed the steps but struggled to complete the process. This led me to visit the gym in person for assistance. Unfortunately, the support I received was not helpful. Palesa advised me to delete and reinstall the app, which I did, but the issue was still not resolved. What I found particularly frustrating is that I was expected to resolve the issue myself, while the staff on-site were also unable to assist me. As a new customer, this experience was very disappointing. I expected a higher level of service and support, especially when dealing with access issues that prevented me from using the facility at all. I would appreciate it if this matter could be investigated and resolved as soon as possible. Additionally, I would like clarity on how I can access the gym during my remaining visit days without further inconvenience. I look forward to your response.

Regards, Precious