"Quick Review:
• Understandable issues: Busy front desk, week pass only valid at 1 location.
• Inexcusable issues: Staff ignores customers upon entry, is rude and impatient, unapologetic, aggressive, and unhelpful.

Details - Atrocious customer service, not what I expect from Smart Fit:

I bought a week pass at a neighboring location with the understanding that I could use it at any of their branches. When I went to the Smart Fit on 28 de Julio, I was immediately disappointed; upon entering, I was ignored by all the staff at the front desk, despite being clearly visible and needing assistance. There were two staff members behind the desk. They were helping a few other customers so I expected to wait but nobody even acknowledged me, despite it being obvious I was waiting for help.
After about five minutes of no response, I awkwardly said from across the computers that I had a week pass and had been told to give my name and ID number. One of the staff looked up at me for a second, then completely ignored me and continued dealing with other customers.
Eventually, I asked the snack guy (whose job was to sell snacks—not to help check people in) who I needed to talk to. He pointed me back to the front desk. I continued waiting until one of the staff finally acknowledged me.
At this point, I politely explained that I had a week pass. The staffer asked for my document number, and when I began giving it to him, he immediately interrupted me in an agitated tone and asked again, speaking faster and louder. I started again, and he interrupted me a second time, speaking even faster and louder. It was obvious I wasn’t a native Spanish speaker, and him speeding up with each repetition came off as unnecessarily rude. I gave him the info a third time. My document number started with a letter, and I suspect he expected it to start with a number. I think he assumed I didn’t understand him and treated me like I was clueless. But the issue wasn’t on my end—I understood him perfectly. He was clearly frustrated that I wasn’t saying what he expected, despite me giving him exactly what he needed.
He kindly, quickly, and aggressively told me my pass was only valid at the other location, as though I was being extremely rude for wasting his time. The pass only being valid at one location seemed completely reasonable but the way he communicated it left me frustrated. He was rude, didn’t apologize for the confusion, and acted like I was wasting his time. I tried to ask if they could make a one-day exception due to the miscommunication, but he kept cutting me off before I could even finish my question. I had been nothing but polite up to this point, despite the rude treatment.
I asked to speak to a manager, but he interrupted me again, so I spoke through him twice before he finally stopped interrupting and answered, telling me the manager wasn’t there. Then he began saying something about having someone contact me, but at that point I just interrupted with a sarcastic “thank you” and left.
The crazy thing is, when I got to the other location, the front desk staff there told me that the rude staffer at Julio 28 had left a note about me in the system and had tried to stop me from getting in to the location where I bought my pass! Fortunately, I politely explained what had happened, and they were super friendly and let me in. So maybe they already knew this particular staff member at Julio 28 was underperforming.
As someone who worked in gym customer service for over two years, I know how important it is to treat members with respect. The staff here were dismissive, unhelpful, and unprofessional. I won’t be returning to this location, and I’d advise others to be cautious as well. The other locations in general are fine, so maybe the staff at this one just needs some remedial training on how to be nice to human beings."

J K

"Nice gym in the area. Was able to get a 2 week pass at a good price. Lots of equipment even though it does get crowded a little. Good atmosphere in here."

Synoptic

"To reiterate what everyone else has said: bring your physical passport (they don’t accept photos or any other ID) and if you have an account already somewhere else use a different email.

Came from Colombia and tried at an another location in Miraflores. the manager wouldn’t let me make an account. So I came here and registered with another email lol.

That said, the gym itself has some brand new Matrix machines I haven’t used before and is rarely crowded. Me and my girl got in some great workouts here while on vacation.

Cheapest gym in the area. 15 days 99 soles. Recommend 👌"

Kia Orion