I was really looking forward to attending the Or Kahlon Pilates Masterclass this weekend and had purchased my ticket several weeks ago. Unfortunately, I came down with the flu and was unable to attend. While I completely understand and respect that cancellations and refunds are not permitted, and I was not seeking a refund, I was disappointed that the studio refused to allow me to either transfer my ticket to a friend (as a gift) or receive credit for a regular class.
Instead, I was informed that my spot would be resold to someone on the waitlist. This effectively means the studio benefits from selling the same spot twice, while a genuine client like myself loses 595 Dhs, without even the option of a transfer or class credit. It’s disheartening to see such a rigid policy that prioritises profit over customer care.
Adding to my disappointment, I was pressured by reception staff to confirm by 7pm whether I would be well enough to attend, even though the stated cancellation policy allows cancellations up to 12 hours before the class. In my case, that meant I should have had until 10.30pm to decide. However, as the studio closes at 7pm I was told they needed my answer early so they could “resell my spot.” Why not allow clients to assess how they’re feeling the following morning? A lot can change in 15 hours, and at that point I was still genuinely hoping to recover in time to participate.
As a Pilates instructor myself, I always prioritise health and body awareness. For many, including myself, 595 Dhs represents a significant amount to lose, and classes of this intensity require participants to be fully fit.
I believe studios should support and value their clients’ wellbeing and circumstances, especially when unforeseen issues arise. I hope this feedback encourages a more flexible and compassionate approach in the future, one that reflects the true values of the Pilates community: health, respect, and care, rather than rigid policies and profit-driven decisions.