Goodlife Health Clubs Indooroopilly — Local services in Brisbane City

I have always had a fear of gym and always suffered with anxiety. But after several years of building up my confidence, i joined goodlife. However, this all shattered when i went to the gym for reformers pilates class on Saturday 29th. I had forgotten to take my key card and was trying to check if any instructors was present so that i can inform them about it. Keeping in mind that it was 7 am and the reception was not present. However there was a pilates instructor and a group people who came out of the elevator. Before even getting a clarification, she screamed at me and told me not to go inside. She was so rude and felt like she was looking down on me. I tried to explain to her that i had forgotten to bring my card and was trying to find someone to help me. After saying alot of things rudely, she left and told me I can’t enter. I told her she can check my name on the pilates class and told her she can find my name there. She then went inside and told me wait (mind you not friendly). After she came back, she told me again rudely that i was tailgating someone, further confirming she didn’t listen to my explanation. I tried explaining my situation again but it was pretty clear that I didn’t deserve a time of her day. I felt so disrespected. I told her that she was being really disrespectful. She stopped speaking after that and simply pointed at the sign which says only members allowed. And then i asked her if that’s how she treats her clients. To that she simply asked me if i wanted to join the class or not. I asked her multiple times but she just gave me the same answer. Feeling terrible I just left. The fact that i literally pay for the class and she was the pilates instructor presumably (because she had the list of names), it was really disappointing. If i made a mistake i am ready to take accountability but she needs to take accountability for causing me mental and emotional distress. It felt more like a racial issue. And I question if she would have done the same if it was someone white. But I swear i am never going back to the gym ever again and will never refer a friend to go there. That experience alone was enough to shatter my entire confidence and respect for the gym. I still feel very anxious when i think about it. However, I met Laura and baby f at westend gym and i love them. They make us feel...

In theory, this gym should be 5 stars. Great equipment, great facilities, convenient location. Unfortunately, the staff and overall regulation of the gym makes it completely not worth while to be apart of. The staff are never engaging and give off a rude sense of pride as though they think they're above the gym and the people who are apart of it, this goes for a lot of the workers, including people who i've been lead to believe are managers. The cleaners at the gym are atrocious and cannot keep a decent level of cleanliness in the sauna, lockers or toilets. Lastly, there is no effort to try and have a comfortable amount of people in the gym. At peak time there are generally lines of people waiting for one of the 4 cable machines available. Not to mention people using cameras in the locker room where people are supposed to feel comfortable getting changed. Young high schoolers disrespecting equipment and paying no mind to other people in the gym trying to actually workout, instead of having a social gathering. This gym is only 2 years old, and the same could be said for the staff. Goodlife as a company needs to do some serious inspections of this gym and bring it to a level of decency where people actually want to go workout out of pleasure, instead of...

Ladies at the front desk need better customer services skills. Felt as if I was interrupting their conversation when trying to sign up.

No polices etc explained to me. Didn’t explain the account management fee, cancellation fee etc

Pointed out the bathrooms, lockers took my card details and sent me on my way.

Edit in response :

Thank you for your response. I appreciate the acknowledgement, but unfortunately, it still doesn’t change the fact that my first interaction with your front desk team was poor and left me feeling unwelcome and uninformed. Being made to feel like an inconvenience when simply signing up is not a great first impression, especially when I wasn’t clearly walked through basic policies like account management or cancellation fees. Clear communication and respectful customer service should be standard, not something that gets addressed after negative feedback

I’d like to ask—how exactly do you plan to turn this around? - not just a generic offer to "reach out" privately. I’m open to hearing what steps you're putting in place, but I’d prefer a meaningful response over being redirected to...