I am sorry to hear about the experiences you have had. We do take all feedback very seriously and rest assurred i will take it on board and action accordingly.I have also provided some updates/responses on your comments-
1-Our showers and changing areas are maintained and cleaned to a high standard-i know as i complete the audits myself and we always strive to improve. I will investigate further your comments regarding improving air circulation-the air freshners we provide are fairly standrad and are on timers so are not constant. May i also advise that we are shortly embarking on a full refurbishment of the changing area later this year/next year so our members will have an excellent new area.
2-I have weighed myself on the three scales in the men’s locker room this morning and they all read the same amount. These are servcied perioidically so if they do vary we can action ASAP.
3-Our member numbers are actually fewer than last year and we have considerably less members than we did 5 years ago so we are not in any way ‘widely subscribed’. Our annual promotions in January are no different than we have been doing for the past 9 years and are common with what all clubs do when our prospects are focussed on starting a new fitness routine in the New Year.
4-We have recently fully reburbished our Spa, are currently refurbishing our Restaurant, have invested in new fitness equipment on level 4 and will shortly be refurbishing the whole club. I hope this demonstrates how we are continually investing in our facility and servcies for our members and it is not ‘all about the money’.
5-I train myself during peak time to monitor ease of using equipment and have never had such rude experiences from our members. Most are happy to share so this suprises me, but i suppose can happen. Our fitness team can provide you with alternative exercises or if members are particualrly rude please point them out and we will address, as this is not the conduct we expect.
If you would like to disucss any of my responses privately i would be happy to meet and run through, as i wish all of our members/ex members to have a pleasant experience at the club.
0207 970 0900