Virgin Active Inconsistent

I'm a regular gym person that goes to Virgin Active at Stoneridge as this is the closest one to me. I go 3-5 times a week. So i'm pretty active and consistently there.

However the way Virgin Active handle the COVID scenario is extremely annoying for me. At one stage they have an app where you can book for your gym slot, then sometimes the app didn't work and you could go without a booking, other times they would turn you away.

Then they removed it overnight with no warnings or phasing out, then when restrictions come in again they don't activate the app again.

They have now moved to "wait outside until" we have space but no actual update to the members like me, no update on whether the numbers include classes, include people at Kauai. There is nothing outside indicating amount of people in classes, in gym, in Kauai.

When you enquire inside why people are waiting outside in the queue as no formal communication was sent out, you get told you must just wait outside for entry. No explanation.

I'm really not happy with the process of wait outside as I squeeze in my gym session between meetings and becomes now a large unknown of how much time I will wait vs actual gym, or should I look at another time cause the gym is full. Also this is not like a store where people constantly go in and out and are there for short intervals. Most people are there for over 40-120 minutes.

I would like Virgin Active to be consistent and respect peoples time and consider bringing back the app, but also communicate properly when doing changes. Wait outside is not a feasible solution in my view.

Thanks.