VIRGIN ACTIVE NORTHGATE SHAPE UP!

Lets start at the end: who the business decides to put as the face of customer service, goes a long way in ensuring we, as paying members, keep our membership. I am appalled to say the least at the service received at the Northgate branch today. let me cut to the chase, since the beginning of the year when the entire country went into level 3 adjusted, protocols were put in place by Virgin Active. i.e. we book for the class to ensure we secure a spot in class. As compliant members (with the gym since 2014) we have adhered, to my dismay or disappointment.

Today I went to a class, which I booked 2 weeks in advance (because members do not pitch to classes that they have booked, thus blocking space for many other members) this is known by the gym branch but have not come up with a solution to rectify or minimize this. The app on the other hand does specify how the club should deal with this. anyways, I was met by a white board with blue ticks waived at me by a lady called Felicia (a new face I must add). I told them that I had booked for my 8:30 class and I arrived just before 8:25am (as required by the club). She told me that club was now full as it has reached its maximum capacity of 50 members. I still responded so positive that I had booked so I know my spot is covered, to which she responded that nope "the club is full". I was then told that the club received new instructions, I asked were those instruction communicated to the club members that pay monthly? my guess is good as yours "no answer" for the sake of progressing the conversation I then asked "what should I do now?" Felicia's response got the best side of me "You should have come 5 minutes early, there is nothing I can do for you, the club is full." needless to say I told her that I was there before 8:25am, which qualifies my statements I asked for her name...which she proudly flaunted me her name badge. I walked out of the club (with another active member that had also booked) upset because time and fuel have been wasted to be met by a rude receptionist. the result: the class I had booked remained with spots because we were refused to enter. "i should come earlier" means that i have absolutely nothing to do in the morning and I should come and physically secure a space that i secured virtually? what primitivism is this? I promised to take this up, I am doing exactly that. facts to note: on September 9, 2020 Business insider published an article about the number 50 being allowed at gyms and the stance taken by VA after consulting with their legal team: 50 REFERS TO THE MAXIMUM NUMBER A CLASS GATHERING CAN HOLD AT A TIME, NOT THE GYM. IT IS ALSO NOTED THAT THE CLUB SHOULD BE FILLED TO 50% OF ITS CAPACITY.

the studio at VA Northgate takes 15 - 18 people at most, so how does a club as big as VA Northgate take 35 more members to reach its 50% capacity? I realized that beyond a chopping and changing of rules as they go, the members are dealt with no clarity but a stinking attitude. I have been with this club for more than 6 years and have seen managers and staff come and go, what I have experienced today is absolute disrespect for my loyalty to the lifestyle at this gym in particular. I have also asked about the manager of the club to establish how they make changes adhoc without having a consultation with the active members? do they know about focus groups to get the correct information upon which they can make changes? Do clubs not talk among each other? if you go to the app and look at other clubs, they are active, while observing the protocol. why is Northgate VA cutting back classes? who is the VIRGIN ACTIVE brand servicing exactly? this is my health and life we are talking about here. I continue to plan to make gym part of my lifestyle, however this repulsive behaviour needs to be attended to, especially because we have been consistent in paying for more than 6 years. my conclusion: it is not my duty to educate nor remind receptionists that play demi-Gods at gym clubs about rules and regulations as set by the brand. please follow this up as we take our healthy lifestyles seriously.