Virgin Active Reviews Summary

Customer Service

Pros:

• "Front desk staff were friendly."
• "The front of house reception staff who are excellent, friendly and always welcoming and willing to help."
• "Customer service is excellent here. Alicia has a kind and welcoming mannerism every time me and my friends enter and she is always helpful with our customer queries."
• "I am member of the virgin active in Twickenham and just wanted to thank the staff for being so helpful and professional."
• "Cannot state how much I was impressed by the staff here."
• "All the staff are super lovely and welcoming, always saying hello and checking in to see if I need any help!"
• "The staff are great and the customer services!"

Cons:

• "There is hardly any staff around, classes get cancelled in the last minute due to instructors not showing up."
• "Some of the staff can't afford a smile."
• "The staff have communication gap between them and forgot to record our appointment and they asked to come back next week."
• "This gym is trash and the staff in reception from yesterday have the worst attitude."
• "Very poor customer service. The staff don't take responsibility of anything."
• "Worse customer service once you are a member."
• "The staff are mostly disinterested and don't say hello or goodbye for the most part."

Cleanliness

Pros:

• "Always clean and friendly staff you get what you pay for."
• "Clean and quiet on a sunday that I visited."
• "The changing rooms: Very clean!"
• "Overall I found the place to be clean and tidy."
• "Clean gym floor."
• "Very clean and friendly place, the cleaning lady (Beata) very nice and helpful! Lovely and well absorbing big towels!"
• "Cleaning staff always have a smile and are welcoming."

Cons:

• "The walkway to the jacuzzi was very unclean and smelt like sewage, and the shower area again was very unclean and smelt like sewage."
• "The showers are mouldy and poorly cleaned."
• "The showers and changing area are beyond disgusting."
• "Love this gym and visit most days but recently have noticed the floors are not as clean as they should be especially around the machines eg leg press."
• "The spa area despite works is always out of service and very much in the need of a makeover with all the tiles loose, ceiling on the verge of collapse and the showers no longer functioning properly."
• "Changing rooms and showers are mouldy and they don't have cleaners on duty all the time."
• "The showers are always dirty and not to mention the ceiling full of rust."

Facilities

Pros:

• "Swimming lessons’ results for my little one exceeded all my expectations!"
• "The classes are of excellent quality."
• "Good large gym with a climbing wall and loads of equipment."
• "The gym: Great! The equipment is great and very new."
• "The creche is wonderful, lovely staff and the facilities are superb."
• "The spa was then best I've ever seen."
• "The gym is brilliant with a good choice of equipment and well maintained."

Cons:

• "The main pool is not heated and there is no heating in the walk down from the changing rooms to the pool so you find yourself freezing on the trip down."
• "The gym floor has been reduced to squeeze in more studios and popular items such have been removed."
• "Many of the machines always broken, overcrowded and can never get a mat."
• "The equipment is really old and the spin bikes constantly break."
• "The free weight section is quite small and there is always weights missing."
• "The gym only has one set of 16kg 18kg 20kg 22kg 24kg 28kg 30kg 32kg 34kg 36kg 38kg dumbells."
• "The standard of equipment is not up to scratch for what you pay, for example the leg curl machine has been damaged for months."

Parking

Pros:

• "Parking not as close as it should be."

Cons:

• "Parking is also a nightmare at the club and it is never ending."
• "The parking situation is an absolute nightmare, seriously unnecessarily stressful."
• "Biggest issue is the parking, they shut all the near car parks for weeks on end around events."
• "Horrendous parking situation which they don't tell you about when you join."
• "The parking situation is terrible, for weeks on end the car park will be closed due to matches and no alternative offered."
• "Car parking is a major low point."
• "The parking situation at the gym is beyond a joke."