Theft, unhygienic and bad service!

Besides the spa pool always having a green tinge and feint decaying odour and the smelly steam room, I would like to report theft and a complete lack of customer care!

On Monday 8th April, I left my running shoes and water bottle in locker number 154 at the Bryanston Club. As I got home in the evening, I realised they were left behind and called the gym, knowing I could not make it there for the next few days. The lady who answered the phone at reception said she would go and check and keep them for me at 'lost and found'. When I returned to the club on 17th April, my items were not in the 'lost and found' sections. The lady at reception said she would follow up and get back to me. She did not take my details so was not sure how this would happen. I then emailed the club manager from the app, who was listed as Shaun Whitehead. The email failed to go through because that person no longer works there. The lady at reception gave me a new email address (***), after chatting, it turns out, that the lady on duty on 17th was the same lady who answered me call on 8th, her name is Kele. She suddenly changed her tune and said that she never checked the lockers. Boitumelo responded, asking me for time of phone call and who I spoke to. I sent these details through. I received a response, which was an overall backpedaling attempt with a complete lack of interest to help me out. There was a story about checking body language on the camera and a promise to get back to me the next day. I have not heard anything back from Boitumelo.

On another note, I have sent numerous feedback randomly via the app about the spa pool being smelly, green in colour with a brownish foam floating on top. Some days the steam room smells so bad, you cannot sit in it. And that we talk to each other in the steam room and sauna, and there have been many instances where customers belongings have gone missing, from locked lockers.

Having heard nothing from Boitumelo and experiencing yet another unhygienic gym session, which resulted in me getting the flu virus, I contacted Virgin via Instagram On 27 June. Inshaaf ensured a response would come my way soon. Eka contacted me requesting a meeting, with a few options. I chose Thursday afternoon, Thursday afternoon came and went without a word of confirmation. I had to follow up again (via email and Instagram), Yolisa rep**** via Instagram. Eka responded vis email, I was leaving to go to Cape-Town on holiday the next week so Eka he assured me we could meet on 23rd once I return. Its now 25th July and I have not heard anything. This is really bad! Is this what Richard Branson would affiliate with these being his values for the company: We have a set of values that define who we are and show us the way.

Insatiable Curiosity

We’re all about learning new things.

Smart Disruption

If there’s a better way to do things, believe us, we’ll find it.

Heartfelt Service

We give a damn. Got questions or comments, we’re all ears.

Delightfully Surprising

We go above and beyond expectations.

Straight Up

We keep it real, no bulls#it.

Red Hot Relevance

We hire the best people (nearly 6,000 of them actually), develop the most innovative products and work with leading partners. and does not align with the values set out by Virgin UK, which are:

Other Club Managers I have spoken to were very surprised at this lack of customer care. I am appalled!