charlottehaven - gym / sauna / pool / customer service
I had decided to try charlottehaven’s package with access to the gym sauna and pool. When I showed up at their reception they charged for a starting package (gym bag and what not) plus the subscription cost for a month. The gym is ok but my interest was for the sauna and pool.
I did not have the best experience (personal opinion) based on the following facts:
1.the pool has been extremely busy and one can hardly swim alone in one lane.
2. The sauna which is a top priority for me has been disappointing being consistently and extremely smelly of swet. Towels are not enforced to sit on or put around for its users and most importantly the wood inside the sauna doesn’t seem to be treated after use to remove the smell!
3. I left once my shirt and clothes in the locker since I didn’t drive and couldn’t carry all on my bike. So I decided to pick it up the next day. When I came back my clothes were not there, nor in a lost and found but in a trash bin with some dirty clothes!
4. And the reason I decided to write this note: after 2 months paid and hoped it would improve which it didn’t. I decided to stop going at the end of the 2 months. 2 weeks later I was told I need to pay a current month + 30 days as per a document / termination clause which I never received since they sent it to the wrong email address! They added that they would do me a favor of reducing it to one month fee which I disagreed with and they kept sending 100kr majorations by email.
5. When I reached out to their customer service, they kept sending emails explaining why I should pay anyway! (10+ emails) without attempting to understand why as a client I left or why I was not aware or informed of the termination clause, or or… Instead they kept asking me to pay!
This is not about 600/800 dkk… this is a matter of principle, and it’s a shame for customer service teams to sacrifice the hotel image, customer feedback, opportunity to improve, and a customer who used to go to their cafe as well :) for what … for 600/800 dkk with majoration for a penalty that no one informed me about and which I will of course not pay!
Am sorry but provide a good service first and get paid for it! not for imaginary stuff!
Reply from Charlottehaven
Dear Mounir
Thank you for your feedback. We are sorry to hear that your experience at Charlottehaven did not meet your expectations. We would like to address your concerns:
1. Regarding membership and price: We can confirm that the startup package includes a bag, towel, two guest passes for a friend, and three personal training sessions valued at 2997 DKK. This starter package is included in your membership. The monthly fee you pay is for the upcoming month's training, during which you have trained approximately every other day for the first two months.
2. Regarding the pool and sauna: We regret to hear that you experienced overcrowding in the pool and issues with the sauna. We maintain a waiting list year-round to avoid having too many members, and there are many hours throughout the day, between 5:30 AM and 11:00 PM, when the pool is not busy.
Please note that we have signs in the sauna requiring our users to use towels, but if you are not a Plus member, you need to bring your own towel. The sauna is also cleaned daily, and we have not received any other complaints about the smell of sweat. However, we will take your feedback seriously and look into how we can further improve the conditions.
3. Regarding lost items: As part of our nightly procedure, we empty the lockers that members block after they have left. Naturally, one cannot reserve a locker for use on another day, as the lockers are available to all members daily. Our policy is to collect all forgotten items and place them in a bag, which we keep for up to a week. If your items were thrown into a trash bin, we are certain they would not have been there the next day, as all trash is emptied nightly.
4. Regarding termination: We understand there has been some confusion regarding the termination of your membership. A membership cannot be terminated simply by not showing up. This applies to all types of subscriptions in Denmark. All price lists within our facility, as well as the information your company received, state that the notice period is the current month plus 30 days.
You mentioned that you hoped things would improve before you stopped coming, but we cannot find any record of complaints from you in our email system about the smell or overcrowding in the pool. Since these concerns are not something we typically hear from our other members, it is difficult for us to address them.
It is correct that there was an error in the registration of your email address, which resulted in you not receiving the welcome email upon registration. As compensation for this mistake, we offered you one month of free training on 17/7/2024. However, you chose not to accept this offer. Nonetheless, we have not charged you for the month of August.
If you have any further comments og questions, you are more than welcome to address me directly at ms@charlottehaven.com
Kind regards
Maria Schultz, Health Club Manager