Disappointed with Virgin Active Northridge Mall – Policy Inconsistencies and Member Restrictions

I am deeply disappointed with my recent experiences at Virgin Active Northridge Mall in Bloemfontein. As a paying member, I expect fair treatment and access to the facilities, but instead, I’ve encountered inconsistent policies and unnecessary restrictions that seem unfair compared to other Virgin Active locations.

1. Studio Restrictions for Model Training: I have been conducting modeling sessions with students, where they wear block heels as part of their training. However, we were told that the yoga studio is not for that purpose and that we cannot wear heels inside. This is confusing because other Virgin Active locations allow modeling, pageant contestants, and even female bodybuilders to train in their studios—all of which have wooden floors, just like this one. Why is this allowed at other branches but not here?

2. Limited Access to Pilates Machines: Many of us have faced constant complaints from staff when trying to use the Pilates machines, even though we know how to use them properly. Not everyone can attend Pilates classes at scheduled times, so why are members being deprived of access to equipment that is part of the gym’s facilities? If the concern is potential damage, shouldn't there be a better system in place rather than outright restricting use?

My question is: Does Virgin Active not have national Terms & Conditions that apply across all locations, or does each branch create its own rules? If Virgin Active operates as a franchise, why do these inconsistencies exist?

I would appreciate a clear response from Virgin Active South Africa regarding these issues, as members deserve consistency, fairness, and full access to the facilities they pay for.