1 /5 Vegas Palazzo: If zero stars were available, this location would merit it. I approached this studio ready to enroll and pay all required fees, but the manager, Dulce, demonstrated conduct wholly inconsistent with professional standards. When I raised a simple and legitimate customer concern, she became defensive, argumentative, and visibly offended instead of resolving the issue.
A manager’s duty is to de-escalate, clarify policy, and assist — not react emotionally or attempt to dispute a customer’s experience. Her behavior reflects a clear lack of training, maturity, and managerial readiness. I have since taken my business elsewhere to a HOTWORX location that upholds the level of professionalism expected in this industry. The best part, I was able to become a member right before the employees left and was also able to enjoy the evening class I wanted!!
UPDATE:
Your response is disappointing but not surprising. Claiming Dulce was never argumentative or unprofessional is simply untrue. Whether it was two calls or three, the impression she made was the problem — and it was consistent. The defensiveness, the attitude, and the lack of basic phone etiquette speak for themselves.
The name discrepancy comment is irrelevant and comes off as another attempt to deflect instead of taking accountability. My experience was real, and I have the messages and call logs to support it.
What’s even more telling is that instead of addressing the issue, your management chose to deny, minimize, and deflect — which aligns perfectly with the other reviews mentioning poor professionalism and broken equipment.
Thankfully, a different HOTWORX location provided excellent service and signed me as a member immediately.
This review isn’t for attention — it’s a warning for others. Accountability matters, even if your studio refuses to practice it.
