AL
Amy Lewis-Ryals
Aug 20, 2026
I am a very new member. The membership process was quick and easy, and the staff has been extremely friendly and welcoming. However, there were a few important details that I feel were not communicated to me when I joined. I joined on Monday, and the following day I brought my niece with me. She enjoyed the gym so much that she decided to join the day after. We were both given a tour, and the staff was very friendly and took the time to show us around. During the tour, I specifically asked about the lockers. I was told that we could simply choose a locker to store our belongings and was even advised that I could bring my own lock.
Based on that information, my niece and I brought locks the following day and used the lockers to store our belongings. The next day, we discovered that our locks had been removed and our belongings had been taken out of the lockers. When I spoke with the front desk, I was told that the morning staff typically “cuts them off” if they are left overnight. This was never explained to us, even though I specifically asked about the lockers. I believe this is important information that should be communicated to new members. My locks were brand new, and the staff was unable to tell me what happened to them afterward. I explained that I had never been told that overnight locker storage was not permitted. I respectfully suggested that clear signage be placed in the locker rooms explaining that overnight storage is not allowed. Members should have an opportunity to understand the policy before their locks are removed and discarded. I was especially upset because this happened during my very first week as a member. To the staff’s credit, everyone I spoke with was very kind, professional, and apologetic. I was told that the manager had been made aware of the situation and planned to have signs placed in the locker rooms advising members that overnight storage is not permitted. I appreciate that the concern was taken seriously and that steps are being considered to prevent this from happening to other members.
There was also another important piece of information that was not communicated to me as a new member. I did not realize that I was supposed to scan my membership barcode at the front desk each time I entered the gym. We only discovered this today after seeing other members do it.
I understand that there is a lot of information to cover when someone first joins, and I recognize that staff cannot always remember to mention every detail. However, I believe there should be a consistent process, checklist, or orientation guide for new members that covers important policies and procedures, such as locker use, barcode scanning, and other expectations. Unfortunately, this experience significantly affected my first impression of the gym. Had it not been for my niece being so excited about joining and enjoying the gym, I honestly would have considered cancelling my membership today. I was that frustrated by the situation. That said, I want to emphasize that the staff has been very friendly and genuinely apologetic, and I appreciate how they handled my concerns once I brought them to their attention. This is my only complaint so far, and because the locker situation just happened today, I am understandably still a little upset about it. Overall, I believe this could be an excellent opportunity to improve the new-member experience by ensuring that important policies and procedures are consistently communicated from the beginning. A simple checklist or standardized orientation for new members could help prevent misunderstandings and ensure that someone’s first week at the gym is a positive one.