Poor manager experience

I had a very poor experience with a standing manager at the front desk of the Steenberg Virgin Active, who was disrespectful, dismissive, and unwilling to acknowledge any feedback. I believe her name was Natasha.

I had booked a class for 9:15 AM and arrived at 9:12 AM. Despite my booking, I was told the class was full because there were no available *****, even though walk-ins had been allowed in ahead of me. When I raised this concern at the front desk, the first employee I spoke to was understanding and called over the manager.

From the moment she arrived, the manager was unfriendly and unhelpful. She told me I was late, citing a rule that bookings are forfeited if members don’t arrive five minutes early. I pointed out that (1) I was only two minutes past this rule, (2) the class had already started by then, and (3) the system is inconsistent, as I’ve previously been allowed in when arriving later. Instead of addressing these points, she repeatedly interrupted me, dismissed my concerns, and refused to acknowledge the inconvenience of being turned away. She even suggested that this situation was my fault for not complaining the first time it happened.

I eventually gave up because it was clear she had no interest in constructive feedback or improving the customer experience. This interaction was frustrating and disappointing—especially since, aside from this, I have always had positive experiences at Virgin Active. I hope this issue is addressed, as an inconsistent booking system and poor customer service should not be the standard.