I was contacted by Chantal B. who asked for a chance to redeem the bad experience. I provided my contact number and was contacted by the branch manager. He apologized for the experience and claimed that they had dropped the ball, He said that they pride themselves in service and asked for a chance to right my first experience. He asked when I could come in to the Fitness center and we made an arrangement two days ahead. He said he would make sure that all three of his consultants were available and that I would receive a telephone call on the day to confirm the appointment.
I was really hoping to be able to change my rating and attribute the first incident to a one-off slip-up and report that all was resolved to my satisfaction. Unfortunately - it seems that they dropped the ball again. I made sure I carried my phone with me all day - but no call to confirm the appointment.
I guess that I have to just "use the facilities" - and forget about any fitness consultant discussing my specific requirements / training program / personal trainer.