Max M.
Google
When I arrived to check in with a guest, the front desk employees (Mark, Brandi, and Sam) informed me that my guest needed to open a LifeTime account before entering. In the past, this was never required — whenever I brought a guest, staff would provide a tablet for me to complete the guest’s information, and we were then allowed to enter.
I politely explained that this had always been the process during my previous visits. However, my explanation was dismissed, and all three employees continued to insist that I either open a guest account or leave the facility.
During this interaction, Sam interrupted me in an aggressive manner and told me that I had to follow their instructions or leave. I found her tone disrespectful and unprofessional. It was also disappointing that the other employees present displayed a similar attitude, which made the entire interaction uncomfortable and upsetting.
Despite the situation, I remained respectful and completed the account creation process for my guest. However, this experience was very frustrating.
I have been coming to this facility for 3–4 years and have always valued the welcoming environment and professionalism of the staff. This experience, however, made me feel that some employees may need additional training in customer service and communication. I hope management addresses this issue so that other long-time members do not have a similar experience.