Rudeness at the Claremont branch

Looking at these reviews it looks like there is a serious problem with customer services which probably explains why I've had no response to my complaint. A week ago I wrote this :-

A few weeks ago I popped in to VA Claremont, Cape Town to ask a few questions and spoke to a lovely lady at the front desk who confirmed the day pass rate and we chatted about the facilties generally.

Today I turned up to buy the pass and spend a few hours at the gum. I've done this before at Constantia, and I've been a member too in the past (ID no 7******xx) The receptionist called the manager and I was taken aback at how rude he was to me. He acted like I was trying to get something for nothing or ask for a massive favour when in fact the day pass is pricey.

He said thetee was no day pass ("because 'they' hadn't arrived" or something like that) and he couldn't let me in. His tone was very aggressive. There were a lot of people queuing at reception and i felt embarrassed. I explained that only a few weeks ago a woman had confirmed that day passes were still available. He asked me what she looked like and when I described her he barked thar it's nonsense as he "only gas 4 sales people and none of them look like that" and stormed off. Bizarre and unnecessary to accuse me of lying because noone would ask specifically to ask for a 'salesperson'. I walked up to the desk and there was a woman .... simple.

Also, I cannot understand the huge reaction especially since I don't need a physical card per se. I explained that I did not require multiple entries and was only staying for 2 hours. Pay, let me in, no fuss and no need for rudeness - how is that so difficult?

Here is my question. Are there day passes? I'd like to come to the gym for ad hoc visits but I dread returning and facing that level of toxicity again. And chaos, lack of clarity. What is your company policy on this please?

I'm still waiting to hear about the day-passes raised in my email complaint. Surely there is a company policy which is easily accessible?

The lack of clarity in the branch perhaps coming through in email correspondence?