I have been an Alaska Club member for over a decade and I am happy to say that my family and I have not had one negative experience at any of your Anchorage clubs.
I am however disturbed by how the front desk treated my family while they were visiting your Wasilla Branch. During the open house week, my 85-year-old grandmother was denied entrance by your staff of three on September 22 around 5:20-5:30 for not having photo ID. She was coming in with a member (Abigail Henry) who spends 167 dollars a month for access to the Alaska Club. From my understanding, when she brings a guest, should anything happen to that guest, she assumes the liability, not the club. So unless the front desk was concerned that this particular 85 year old would start a riot, I do not think denying her entrance was wise.
My mother said she waited two minutes before being greeted by anyone at the front desk. She was eventually helped by a tall black-haired girl who apparently “was not happy to be there” and “out of it.” She was curtly told that all guests had to have a valid photo ID. My grandmother left her ID in the car. On this busy day, they could only find a parking spot a good walk away. In the past I have been a guest of my mother’s, and simply signed something with my name and contact information, and allowed entrance. My mother thought the same treatment would be extended to her mother. Perhaps this is not the case at the Wasilla Club, and I understand the need for protocol; but what befuddles me is how rude this employee was in explaining that protocol.
My grandmother began to say she was tired, most likely from the astounding lack of respect rather than any physical fatigue. My grandmother does not get out much, and I was surprised to hear my mother got her to the gym in the first place. My grandmother started to mumble, “let’s just go,” while my mother tried to figure out if any exception could be made. They wanted to go swimming and had brought all their equipment.
Too preoccupied to discover a courteous solution, this front desk woman flatly repeated that the club required a photo ID. They decided to go.
When they did make their way toward the exit, all the girls said, “Byyyeeeee!!”
I remember holding customer service positions like these girls did, and I get that every now and then, you treat a customer not as well as you can or should. But this behavior, especially the last comment, is just mean-spirited. It saddens me that people can lack such basic courtesy to a degree that borders malevolence.
My family cannot really do anything about this. We will not cancel our membership, though we will be spreading the word that the Wasilla Club is not the place to be. This matter is not a big deal in the grand scheme of things, and I am ultimately writing to you not out of a need for retribution, but because I do not want it believed that this heartlessness is tolerated anywhere.