XYZ by The Art of XYZ — Local services in Hong Kong

I am writing to express my deep dissatisfaction with an incident that occurred today at XYZ studio. As a loyal customer who have reached 100 classes in the XYZ studio. Due to unavoidable traffic delays, I arrived ONLY 2 minutes late for my scheduled appointment, only to be refused entry by your staff, despite being a paying customer who made every effort to attend.

While I understand the importance of punctuality, the enforcement of this rule feels excessively rigid and poorly communicated. The disclaimer regarding late entry was not prominently displayed in class notifications, emails, or on your website. Had I known such a strict policy was in place (especially for a mere 2-minute delay), I would have planned differently. This rule lack of transparency reflects poor understanding of conditions, lack of client relationships management and disregard for the realities of commuting in a city like Hong Kong, where traffic delays are common and often unavoidable.

More importantly, the refusal to accommodate a customer for such a minor delay strikes me as inhumane and counterproductive. Fitness studios thrive on fostering a supportive, welcoming environment, but this incident left me feeling penalized and disrespected. To prioritize rigid rules over customer experience—especially when no safety or operational disruption was caused by a 2-minute delay—is poor judgment.

THIS IS A FITNESS STUDIO NOT A MILITARY CAMP!! IF THE MANAGEMENT VALUE TIME RESGRITION ABOVE CLIENT EXPERIENCE, YOU SHOULD FLAG OUT EVERY WHERE IN ADVANCE

I urge you to reconsider this policy and implement the following changes: Clearly communicate late-entry rules in booking confirmations, reminders, and signage at your studio. Introduce a reasonable grace period (e.g., 5 minutes) to account for unforeseen delays.

This experience has significantly impacted my perception of your studio. I hope you address this issue promptly to prevent other customers from facing similar frustration. Please respond to this complaint with your intended actions to improve...

I mistakenly booked the Handstand class under the impression it was a yoga class or at least a yoga handstand workshop. This is all fine except this class apparently is quite popular and I was the only non-regular there so very little instruction or cues were given for the stretches and drills other than "follow the leader." Of course I can follow along but had no idea what exactly the focus or purpose of the stretches/drills were.

There's a clear outline to the class as the regulars always knew when and how to arrange their mats without any instruction to do so. I can adjust and follow along with anything and have a history of an inversion practice but not everyone does, so it could be jarring and intimidating especially with little direction being given. I think every class should be able to accommodate a newcomer and I don't think this is necessarily on the teacher but on the group dynamic in general. I travel most of the year and am always the newcomer to a studio but usually fellow students are much more generous with offering up what to know to someone that's clearly unfamiliar with the program. But perhaps this is just a symptom of hip, elite, boutique fitness center culture.

The teacher made a special effort come over to me to make sure I understood the exercises which I appreciated since I am still recovering from major surgery and trying to rebuild my inversion practice. That being said I was very surprised how different a yoga vs gymnastic handstand class could be. I found it more challenging (which was a positive) but I wasn't able to get into shapes I was able to just a few days prior in a yoga class with Yonex.

What I saw of the facilities looked very nice, especially if you need a proper shower after class. Lastly the front desk staff were so nice. I had only just made the class time so they offered to put away my things for me and even...

Dear XYZ Management,

I am writing to express my profound disappointment regarding the recent changes Mycelium class layout

As a dedicated customer who chose XYZ specifically for its premium reputation, superior facilities, and exceptional standards, the current situation is deeply unsatisfactory.

Previously, the spacious layout was a hallmark of your service, allowing customers to exercise comfortably and hygienically.

However, since the recent redesign to accommodate more participants, the experience has significantly deteriorated.

The mats stations are now placed so close together that it is impossible to fully extend my arms or stretch without fearing I might hit the person next to me. This poses both a safety hazard and a major disruption to the flow of the workout.

Furthermore, the lack of personal space has created an uncomfortable and unhygienic environment. It is now unavoidable to be in close proximity to the perspiration and body odor of others which is highly unpleasant and falls far below the standard one would expect from a premier gym.

It is regrettable to say that the current Mycelium class experience is worse than many budget gyms, which contradicts the premium brand image and the high class fees you charge.

The value proposition that initially attracted me to XYZ has been severely compromised.

I strongly urge you to reconsider this layout. The gym's reputation was built on quality, not just quantity.

I hope to see a return to a spacing policy that prioritizes customers safety, comfort, and hygiene.

Thank you for your...