Misleading clients

I am so disappointed with the service at Virgin Active,Keywest branch. I joined gym in January 2023,towards month end,I was promised a gift,I asked if I can get a bag or a bottle for me and my husband,since we both joined same time,they promised to get for us before they signed us up.

Part of what they promised before we joined was a private instructor for free in the first 30 days for two weeks. After joining,I did communicate with a private instructor and to my surprise he said its a lie,they do not give two weeks free trial,we pay for an instructor,he even sent me the pricelist.

As I speak today,three months after joining gym, me and my husband are not even motivated to go to gym,we do not know how to use the gym equipment,what to do and which programs best suit us. We joined and now we just have to figure things out ourselves in there. There's barely people on the machines to help us,if we dont ask other people who gym there to show us then we are stuck trying to figure it out ourselves. The only people you will find on the ground is the cleaner staff,Godbless them they are always making sure the place is clean,but as for the instructors,they are nowhere to be found.

We do see private instructors from time to time,but as soon as you speak to them they tell you about their fee,so basically its so useless even Planet Fitness is 10 times better than it. We are even considering canceling our memberships and going to join Planet Fitness.