On Wednesday the 23rd of February, i booked to places to attend the pole fitness class that they offer, i en-quired about the times and was told that the classes were a Monday at 7:30, and a Friday at 8:15, i then paid for two places via my visa card for the Friday class at 8:15. Myself and my friend arrived at vitality at 8:00pm as we were going to attend the 8:15 class. We went to reception and asked for our pre-booked tickets. We weren't told that the class had all ready started at 7:30, we were just given our tickets, so was nun the wiser that the class had started. By the time we got dressed and got to the room, it was 8:10, to which the instructor approached us and asked if we were there for the pole fitness, i advised yes, she then replied that we were 40 minutes late, and that we wouldn't have been able to do the class anyway as they were fully booked, she also told us that this was not the first time they had done this. As you can imagine, we were not happy about this, i went to reception and asked for a refund, as i had been told the wrong times. A manger was then brought out who said that we could not have a refund as they don't do them. I explained that we had been told the incorrect times via a member of staff, his reply was that he couldn't take my word for it, the only thing that he could do is let me use the tickets for the next class. I then explained that we do shift work, so was not sure when we could next come, he said that is all he can do. Not once did he apologize for the inconvenience, he just had a bad attitude and refused to help us.