Extremely Frustrating Experience at Virgin Active Honeydew

I’m not someone who normally complains about service providers, but after the last two frustrating experiences at Virgin Active Honeydew I feel compelled to speak up.

Last week, I drove all the way to the gym, only to be told at reception that there was no water available. What’s most upsetting is that there was no prior communication no SMS, WhatsApp, or email to inform members. That visit was a complete waste of my time, and it could’ve been avoided with a simple message.

Then today, after my session, I went to use the steam room, which is an essential part of my gym routine. I use it to burn some extra calories, support muscle recovery, and most importantly, for de-stressing, all key reasons I joined Virgin Active in the first place. Once again, I discovered it was out of order, and just like before, there was no notice or alternative offered, such as access to another club with working facilities.

For someone paying over R1000 per month, plus Club-V for my kids, I expect the full experience and value I signed up for, not repeated service disruptions with zero communication.

To add to the frustration, Virgin Active South Africa’s app and website offer no clear or accessible way to lodge complaints or report service failures. It's incredibly discouraging when customers are left without a voice.

I hope this feedback is taken seriously because for a premium-priced gym, I expect better planning, better communication, and a better member experience.