David Lloyd Leisure review: Poor customer service and communication

Complaint email concerning Dr Myrtle Emmanuel, Membership number STX026982

Date: 22 Jan 2025

am writing to cancel my membership forthwith (without your usual cancellation policy applying) due to an unpleasant experience at your Beckenham Club.
On Wednesday 23rd January, I arrived for my first pre-paid swimming lesson. My husband dropped me off and went to park the car. I had properly booked him as a 'Clubroom Only' access guest in your system, and we planned to dine together after my lesson, as usual. I forwarded him the guest pass for ‘lounge access only’, which was notably quiet when I entered.
Upon arrival at reception, my husband was informed that the club prohibits guest entry after 3pm during January, despite the system issuing a guest pass. The local manager neither explained this policy nor exercised any discretion, citing 'orders from above'.
When my husband called, I could see him at reception through the glass window trying to get my attention, but I couldn't answer. The receptionist contacted the lifeguard about this 'strange' rule, forcing me to abandon my class before entering the pool. I therefore expect a full refund for this, and the future 3 weeks swimming lessons booked.
The centre manager was extremely unhelpful and unsympathetic. As someone with anxiety, having my husband drive me to David Lloyd Beckenham and wait is crucial reassurance for me. I came to reduce stress, only to experience an anxiety episode lasting the entire week.
As premium members, this contradicts your DEI statement: ‘Part of our mission at David Lloyd Clubs is to create a sense of belonging... to promote Diversity, Equity and Inclusion – every day, for everyone... creating a friendly and inclusive environment where everyone is welcome to bring their whole selves and where fresh voices are not only heard but championed.’
After a hard day at work, this treatment was unacceptable and left my husband and me with a sense of 'unbelonging' and exclusion. I work 9 to 5 which was why I am unable to join classes throughout January if not escorted by my husband. Your senior manager did not hear my voice that Wednesday.
As a loyal premium member for over 16 years, I expect better service. I am therefore terminating my membership immediately and request a refund for my swimming lessons.

Yours faithfully,
Dr Myrtle Emmanuel
[protected]@gmail.com