Leonardo Hotels
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Aggressive customer service
My partner and I are members of the gym at Leonardo Southampton. Today I tried to complain regarding the gym being left in a mess. My partner had to tidy away weights while I removed a coffee cup that was left on the floor. We noticed that since the promotion to gain new members, the gym has become more messy and very few people were tidying up or cleaning down the machines. The gym also has 3 machines ( in a very small gym) that have broken since we joined, that take at least a month to repair. The gym has also had a leak from the air conditioning since we joined. I tried to explain this to the gym manager but we were met by a very rude and l aggressive response. The manager merely shrugged her shoulders and said she couldn’t do anything about it. When I pressed her on the cost we pay for membership compared to larger gyms, and they fact we left those gyms for the experience of a more exclusive gym…she once again shrugged her shoulders and said we could cancel with 30 days notice. As members…we have always been polite and courteous…never complaining but today…we hoped for a more constructive answer to our issues. It would seem the gym manager does not hold the customer service attitude we expected from a more exclusive club. We are now left with no other option but to cancel as she didn’t give us any other means to address concerns. PS we pay 70 quid a month for the tiniest gym…dirty changing rooms and mouldy pool area and sauna. We really didn’t want to join pure gym so we gave it a shot. I could cope with the facilities as they are but the customer service is diabolical.