Terrible service at Virgin Active Lorraine

Been with Virgin Active for 20 years and at Lorraine Virgin Active since it opened. Today we arrived and my young daughter had forgotten her card, so we were refused entry. We were forced to drive all the way home to fetch her card. Her membership, as a child is linked to mine so they could have done what they've done before and check her against my membership, but the lady at reception simply refused. No understanding at all. Such terrible service for longstanding customers!! I was so shocked!