Virgin Active Reviews Summary

Customer Service

Pros:

• "Tackow on reception deserves a shout as he searched for 4 days for my coat I left there, he is a shining example of great customer service."
• "Been coming here for a while now and I love this place, great atmosphere, very clean, lovely staff."
• "Staff have always been friendly and helpful."
• "The staff are friendly and smile at you every time you enter."
• "Big thank you to George (Trainee) at reception who is a trainee and couldn’t have been more helpful."
• "I've been welcomed from the first day by all the members of staff, including Nauris, my PT which I already had a few sessions with and I already can say that is one of the best PT I ever had."
• "The staff are welcoming and professional though it would be nice to see more LGBT+ and disabled representation within the team."

Cons:

• "They give you false information and lies to make you join the club."
• "I would've given them ZERO stars if I could!!! Worst customer service ever!!!"
• "Virgin Active - Fulham Pools is not worth the money and you will be disappointed with the service."
• "The attitude of the staff was once again unapologetic, abrupt and almost as if they were bored to be there."
• "Really poor customer service, we came here three times with kids and asked at the reception if the kids swimming pool was open, on each occasion they said it was, after changing to a swim wears we were told, the pool was closed and no apology from the staff at all."
• "Worst customer service ever."
• "Staff here are very ignorant and don't know a thing about customer service."

Cleanliness and Maintenance

Pros:

• "Super front staff, motivated and attractive personal trainers, classes really rock and cleaning staff work hard to maintain hygiene and cleanliness."
• "Clean, spacious, and well kept gym."
• "Ususally I hate gyms bc they stink, but I loved this one, it's super clean and not smelly at all."
• "The changing room are clean and updated."
• "It's staff are very friendly and the facilities are always clean and spotless."
• "The facilities were clean."
• "Hygiene of good quality."

Cons:

• "This branch is rapidly going down hill... dirty toilets and mediocre equipment."
• "The steam room seems like an environment perfect for breeding bacteria, so unhygienic."
• "The Gym still offering a poor service. Value for Money is out of reality in this club."
• "Swimming pool area needs a serious cleaning."
• "Changing rooms dirty and chlorine levels often too high."
• "The Fulham Pools side is unclean. Week to week the floors are not cleaned, the walls are not wiped."
• "The showers was good and clean but this year dirty and smells bad."

Facilities and Equipment

Pros:

• "This is an exceptionally priced club with tennis, swimming, steam and Spa, not forgetting about the lounge and pool table."
• "Top facilities, everything is brand new, great courses and helpful staff."
• "A clean sauna and steam room are poolside."
• "The 2 studios for group activities are great and training in the grid is perfect if you are into Spartan training."
• "The gym facilities are great, but the Sauna is horrible, they do really need to renovate it."
• "Fabulous gym with lots of space, light and a great pool."
• "Great Gym, simple but after the recent refurbishment all areas are in great shape again and I love going myself or to attend classes."

Cons:

• "This ridiculous! I cannot book tennis court! I tried whole month and nothing!"
• "For weights, it's really lacking and just not worth it for the high price tag. Literally only ONE bench press."
• "In theory they have good facilities but unfortunately they are not able to keep them open for customers to use during claimed opening hours."
• "The equipment is old and needing TLC."
• "Half of the machines are unable to work well and are very old."
• "The Gym machines are all old and there's very few of them (relative to how many people use them)."
• "Poorly maintained weights floor, machines broken for weeks."

Value for Money

Pros:

• "But what really makes the difference for me is the Racquets membership - for like 20 quid you get full tennis membership - that's insane."
• "I pay 55 pounds per month for access to the gym, two pools and tennis courts."
• "It's great value if you're an ad hoc swimmer like me."