Camila M.
I've been a Bonnington Hotel gym member for over 7 months, and the monthly payment is normally taken by direct debit between the 1st and 3rd. On 07/05/2026, the payment hadn't come out even though there was enough money in my account, so I went in to find out what was happening and avoid a penalty. Nelson at reception checked the system, told me everything was fine, and showed me there were no issues. When I returned to train on 22/05/2026, the manager stopped me at reception and said the payment hadn't been made. I explained what had happened. She said the staff member didn't know what he was talking about and told me I would have to pay a €25 penalty. I challenged the charge because I'd already come in to sort it out, and I hadn't received any email about the issue. The manager said one had been sent, but the recipient address she showed me was completely unfamiliar. She was extremely rude, embarrassed me in front of other people, and didn't seem willing to help resolve anything. There were several mistakes: the system failed to take the payment, a staff member assured me all was well, and the email address on file was wrong. This is the first time it's happened to me, and I've never had payment issues before, but I know others who've cancelled their memberships for the same reason. There are several unfair practices, and proper support is lacking, especially when the manager is rude and sarcastic to customers. It's extremely frustrating to be treated this way as a long-standing member. I'll do everything I can to make sure appropriate action is taken.
