Unprofessional and Aggressive Approach

<p>I contact Virgin Active Somerset West on the 16th of September and spoke to a very professional, friendly and accomodating Chantal. I advised her that myself and four of my other colleagues have entered a dance competition for charity purposes and we wanted to know if they could accomodate us with a few complimentary tickets namely 6 for only two practise rounds to practise at the gym. Only two of us are active members at the gym and due to it being for a good cause if they could accomodate us we would be very grateful. Chantal without hesitation confirmed that she would be willing to issue 6 complimentary access to practise. I am a active member at the gym and promised it would not happen during studio class schedules and i am aware that after 8:00pm no classes are scheduled. On the first evening we were assisted and accomodated so efficiently with friendly service, the staff were falling over their feet to assist us and the receptionist was so friendly i was very impressed and also impressed by the fact that i belonged to this amazing gym. However on the Thursday evening i was confronted at the door as i swiped my membership card by an very confrontable and unapproachable gentlement namely Innes, who firstly couldnt great me properly and firstly said to me, "tell me something, who did You arrange this with?" I confirmed who i arranged it with and asked if there was a problem to which i received a reply " i was not made aware of this arrangement and i need to be made aware because i schedule the studio class times" . After which i became defensive and asked if there was a problem? As we made the arrangements and there was no problem on Tuesday evening to which his reply was "exactly that's why i nearly fell off my chair when i found out on Wednesday what happened at the gym?" Why would you fall off your chair? What is so wrong with us practising our dance and on top of it, it is for chairty and to add on that you have two activate Virgin Active members in the same group and you making us feel very unwelcomed. If Innes was aware that this happened on Wednesday and he was unhappy then why not follow internal process and start finding out on Wednesday already or call the client for clarity. And if this arrangement is not allowed then dont make the client feel uncomfortable but rather ensure that internal policies does not allow for this? I did not appreciate Innes attitude and the fact that he told me several times to write a email complaint which i confirmed that i would. If there are procedures not followed in the work place it must be sorted inhouse and not make the client feel uncomfortable and on top of that the three guests were to scared to come out of the toilet the way he made them feel as if they do not belong there. This type of service caliber is not what i am use to at Virgin Active and This is not Virgin Actives Brand. If you knew this happened on Wednesday already then you would have been aware whether classes were booked for the Thursday so why then wait to upset and advise the client personally? I am very disappointed and you should not be in a position to be so aggresive. We had of your staff member at our premises for new business and we welcomed them onto our premises and as a client i cannot believe how potential new clients of Virgin Active was treated and active members by Innes.</p>