I am writing in regards to my recent frustrating experience at the Resort Municipality of Whistler’s Meadow Park Sports Centre, and how it was handled. What I experienced firsthand is a facility that has sold so many memberships that most days you can’t even get a reservation. When I was able to get one, it was for a partially opened gym with many machines or areas closed off—yet members are paying full price. Actually, I believe prices have gone up at some point over the past two years.
The centre has a cancellation fee in place if you can’t make it to your reservation. The cancellation must be 12 hours prior to your booking. Has the facility ever took into consideration many use the fitness centre for rehabilitation for injuries, or some might have medical conditions that don’t allow them to follow through with their desired plan that day because their body won’t allow them? Clearly not.
I recently had to cancel a reservation because of a medical condition I suffer from. The fitness centre is a place I go to work on my condition to prevent my symptoms, yet some days I can’t make it because symptoms can come on at any moment. I shouldn’t have to explain my health to a business, nor did I.
When I called to cancel my reservation, nobody answered the phone, yet the facility froze my pass for not showing up for my booking—which I already paid full price for. Yet nothing has ever been offered to paying members for the many days that we can’t make a booking, as every time slot is full.
When I did get through to someone on the phone and was able to voice my frustrations, they ended up hanging up on me.
Clearly they have sold too many memberships, which only benefits them. As a local business owner and a retired professional athlete I am embarrassed that I ever supported this operation for 20-plus years, and I won’t be using this fitness centre after my experience, and the way you are treating members who are paying full price and top dollar.
Thanks to your hard-working staff that I have gotten to know over the years, but to the managers who put these policies in place, shame on you and maybe consider upgrading your education in customer service.
