The most horrible customer experience ever.

I have made multiple complaints to the club employees about their pool. I also have since tried to lodge a complaint in writing which can also not be done since it cannot be done via the website but only the app, which also will not allow me to login. I have thus had to resort to lodging it here. Virgin Active K90 is the worst customer experience I've had at any company. They had me return 3 times to sign paperwork which they made mistakes on. I've been scolded for removing my swimming cap before exiting the pool, while on Saturdays not a single lady from the aquatics class is wearing a swimming cap. I've gotten tangled up in masses of long hair, extensions and multiple weaves. I've sat waiting time and time again for lanes while kids are playing in the pool occupying lanes.

The fact that there is no way to directly escalate any queries means that I am not the only one with problems.

I am considering moving to another club in the new month.

They are over populating the gym, and continue selling memberships knowing that it is already overcrowded.

If I could give a 0 star rating, I would have.