Virgin Active Reviews Summary

Customer Service

Pros:

• "Staff are mostly friendly."

Cons:

• "I have never come across such an unhelpful customer service which truly don't care about their members."
• "The Customer Service at this club is terrible."
• "I've found the reception staff to be unhelpful at best."
• "I was charged £200 for canceling my membership, I tried to speak to someone about it but no one cared."

Cleanliness and Maintenance

Pros:

• "The gym floor is kept clean with anti bac wipes available."

Cons:

• "Aircon always failing on hot days in summer."
• "The ladies changing room was dirty. The floor with dust and water and HAIRS all around."
• "Windows are broken the roof leaks into the pool when it rains there are broken toilets that have been left for months."
• "The gym has got extremely dirty over the years - the ladies changing rooms always have clumps of hair and dust in the changing areas."
• "Showers are in bad state, 3 out of 10 are out of action and they smell badly."

Space and Layout

Pros:

• "Has a good layout."
• "Great gym with ample space. 3x studio areas, cycling studio, free weights area, matted stretching area."

Cons:

• "Like all Virgin gyms around here though they are completely oversubscribed and peak times at this one are the worst I've seen."
• "The layout of the gym equipment feels very cramped and a bit random."

Class Scheduling and Availability

Pros:

• "Plenty of regular classes."
• "Some good classes and instructors here esp. Jake McCarthy, revised GRID classes and BodyPump."

Cons:

• "Very little communication or consultation about anything including changes in classes."
• "Booking classes is also difficult as people go via app booking as many Classes as they can but never show up for them."

General Experience and Atmosphere

Pros:

• "Nice on weekends and out of peak times."
• "Good place to get a decent resistance workout in."

Cons:

• "This gym is quite tired and at the weekends, the atmosphere in the gym is non-existent."
• "The most serious issue is overcrowding. There is just not enough space."

Financial and Contract Issues

Pros:

Cons:

• "I was recently charged my monthly payment without being contacted that it was due to unfreeze."
• "They charged me for 2 of those months and are refusing to refund me."
• "I was charged £200 for canceling my membership."

Safety and Policy Adherence

Pros:

• "One of the pool lanes during so-called 'adult swim times' is used almost permanently for swimming lessons."

Cons:

• "The place being gradually overrun by kids - and now they even go onto the gym floor unaccompanied."
• "Many people are not really wiping equipment down after use or observing social distancing."

Equipment and Facilities

Pros:

• "There is a full sized swimming pool and plenty of equipment."
• "Equipment is decently maintained."

Cons:

• "The free weight area is really bad now. Not enough plates and the barbells are in devastating state."
• "Should have many more machines in the weights / cable machines area."
• "Equipment is also often broken and left unfixed for extended periods of time."
• "The floor in the studio was DANGEROUS for many months."

Management and Administration

Pros:

• "Management occasionally responsive to issues."

Cons:

• "Management is poor, they don’t seem to care about the upkeep of the gym."
• "I emailed the manager who didn’t seem to care or want to offer any kind of solution."