Virgin active beacon bay disgusting behaviour

I’m honestly very disappointed with the way I was treated at Virgin Active in Beacon Bay East London

I have an active membership at Virgin Active, and I wanted to bring my 8-year-old nephew with me to the gym. He lives with me, and I take care of him daily, even though I’m not his biological mother.

Instead of handling the situation with any understanding, the staff were extremely rude, dismissive, and unhelpful. There was no effort to explain things kindly or offer an alternative just a cold, unpleasant attitude.

What made the situation even worse is that my nephew was really excited to come with me. When we were told to leave, he became very upset and started crying. As a child, he didn’t understand the policy he just felt rejected and the staff showed absolutely no empathy towards that.

It’s honestly shocking how different the treatment is compared to when they’re trying to get you to sign up. Then they’re friendly and welcoming, but when you actually need assistance, the customer service is completely lacking.

I understand that there may be rules, but there’s a respectful and compassionate way to communicate them and that was completely missing here.

Very disappointing experience.