My instructor was amazing for the beginner's class today, and the facilities are really nice. However, the staff at the front desk were awful and so so so rude. I really wanted to like this gym, and continually go, but their treatment was so off putting that I can't even think of giving this place more money.
For one thing, they were unsmiling to everyone. Not a great start, because it means they're likely underpaid and unhappy with how they're managed. Keep in mind that the gym was pretty dead, even for a Saturday, so they were not rushed in any way. I didn't expect these two individuals to take out their aggression on the customers in these circumstances.
We went for the beginner's class for noon, and at 12:25, the class still hadn't started. 8 of us were sitting on the floor, waiting, when I approached the front desk and asked why the class hadn't started. They said that the last two people were still getting ready for the lesson. I looked over, and one girl was putting on lipstick while the guy was texting. I then asked if we could start without them, as we'd been sitting around patiently as a group for 25 minutes. The guy at the front desk nastily rand dismissively replied: "No. You're waiting for them. Just go over there and boulder." I then said "But we were all on time- why must we continue to wait for these last two people to finish up whatever they're doing in order to start a lesson? Can't they just join in when they're ready?". He rolled his eyes and slowly repeated "Go. Boulder." Him and the other woman at the desk glared at me and then kept chatting when I went back to our frustrated group of 8 people who were all sitting down.
The instructor was so amazing, so it pains me to write this review. Her lesson was perfect, minus the 30 minute late start, and she was very fun to talk too! She tried to make small talk while we all sat on the floor, waiting for the couple to finish texting and applying makeup, but the energy was pretty diminished. This was crazy- the front desk staff could have approached the couple and asked them to join the group, or even have allowed the instructor to start the lesson with out them- after all each one of us paid at least $45 to there for the lesson at noon. This is a business and we are the customers!
I asked about joining for the 2 week membership after the practice to see what they said. I am having surgery in the next week, so I asked if I could have my two week membership start after the surgery with a doctors note provided. I had a short, unsmiling "No. That's not how it works" said to me. Not even a "Let me see if we can make an exception, but it's unlikely, sorry." That's when I decided to write this review. The owner needs to be aware that your staff are treating your customers like they're lucky to even be apart of your business, not the other way around.