Extremely Disappointing Customer Service – Virgin Active Collection Club Alice Lane

I am a member at Virgin Active Collection Club Alice Lane and I am genuinely shocked by the appalling customer service we received, particularly from the sales manager, Dave.

I sent a guest pass to a friend after being explicitly advised by one of the club’s consultants that a guest pass may be used once for a Collection Club. There was no communication whatsoever sent to members to indicate that guest passes would no longer be valid or that an additional fee would apply. According to both the Virgin Active app and the actual guest pass, my guest clearly had 1-day access.

Upon arrival, my guest was abruptly denied entry and told he would need to pay R800 just to enter for the day. This was completely unexpected, unjustified, and poorly handled. We explained that the intention was to potentially upgrade him to a Collection Club membership, but understandably, he needed to experience the gym first before committing. Instead of finding a solution or showing any willingness to assist, we were simply turned away.

The manager’s attitude was particularly unpleasant, dismissive, and unprofessional. There was no attempt to resolve the issue, no empathy, and no accountability for the lack of communication on Virgin Active’s side. This is not how a premium “Collection” club should operate. Working in the service industry requires basic customer care, flexibility, and professionalism. After all, no clients means no money. This experience was the opposite of what one would expect from a brand that positions itself as high-end and exclusive.

I am extremely disappointed and honestly shocked by how poorly this situation was handled. This interaction has significantly damaged my perception of Virgin Active Collection and its management at Alice Lane.