Hostile treatment by Virgin Active staff

Dear Virgin Active Management, I am writing to express my disappointment with the treatment my guest and I received at the Morningside gym on Tuesday (10/12/2024) around 5:10 AM. Upon our arrival, my guest was asked to fill out a guest register by two staff members, Nelly and Madume, who spoke to him in a cold and hostile manner. Later, Madume approached us during our workout, stating that my guest could not instruct me on how to train.

I have a personal trainer at Virgin Active Morningside, whom I pay for on a monthly basis, and who was well aware that my guest, my training buddy, would be joining me. We were simply assisting each other with different techniques as any training partners would.

This incident left a very poor impression on my guest and does not reflect the welcoming ethos and culture that Virgin Active promotes. If there is a policy that prevents training partners who are guests from instructing each other, it should be consistently app**** to all members and clearly communicated. This inconsistency is very concerning as a member.

I would like a formal apology from Nelly and Madume. If this issue is not addressed, I will escalate it further.