David Lloyd Hatfield Reviews Summary

Customer Service

Pros:

• "Eden on the front desk is amazing, always a nice welcome and you can tell that she is all about great customer service."
• "Staff are always lovely."
• "The majority are very friendly!"
• "Exceptional service and staff very friendly and helpful."
• "The team are fantastic, always friendly and nothing is too much trouble."
• "All the reception team are amazing."
• "The staff are friendly, knowledgeable, approachable, and on hand to help."

Cons:

• "Inadequate management team who are unable to accept responsibility when they are wrong."
• "Assistant General Manager was very rude and unprofessional to me and my wife."
• "Service from the manager was rude."
• "They acted unprofessional on the phone."
• "Staff on site were also not able to access my membership and told me when I was there last that I had to use the app."
• "I found the staff rude and patronising compared to four years ago when I had a good membership there."
• "The staff is not very nice, not all of them but some of them should be nicer to customers."

Facilities

Pros:

• "The changing rooms are very clean, and the showers don't smell."
• "Fabulous facilities, extremely clean and so very spacious."
• "Facilities are amazing!"
• "It's wonderful how the historic De Havilland hangar was converted to a very modern gym and preserved its character."
• "Lots of classes."
• "Swimming pools - outdoor + indoor."
• "The gym is the best I’ve been to and I love using the spa facilities, always lovely and clean!"

Cons:

• "The family ones are not really fit for the purpose they were being used for, floor was always wet."
• "The facilities are always faulty."
• "However the state of the cleanliness in particular of the changing rooms and outdoor pool has been going downhill for a while and has now reached its lowest point."
• "The gym is confusing because they have so many different branded weights that it makes the weights feel and look weird."
• "The gym doesn’t quite make best use of the space available - could do with another squat rack, or a larger free weights area in general."
• "The route up is a narrow staircase which i think should be revised or at least have another route up/down."
• "The spa area definitely needs to be modernised and needs to be kept cleaner."

Membership Policies

Pros:

• "They were able to cancel at anytime if you were to leave the country which was the case for me."
• "Free PT sessions."
• "You can borrow rackets for free, and people are impressed when I tell them this racket isn't mine, it's borrowed from reception."

Cons:

• "Was told that I could cancel at anytime with the platinum membership only for them to tell me that I need to give them three months to put it trough."
• "Canceling membership after your contract finish you would need to give them 3 months notice."
• "I had a twelve month contract with this gym which I cancelled.however they still write to me and send me demands for monthly fees for the period after that 12 months."
• "Just received an email from them saying that my membership price is increasing to £130 after just 3 months."
• "They are forcing me to stay another 3 months and have increased my family membership from £296 to £322 for the next few months."
• "Overpriced and cancelling your membership is not an easy task, they do everything to hold onto you forever."
• "For £144 who on earth would want to use a gym where you can’t access the water."

Cleanliness & Maintenance

Pros:

• "Very clean."
• "The changing room was immaculate."
• "Cleanliness here is so much better than other David Lloyds, the changing rooms are a lot better than Finchley."

Cons:

• "For the amount of money they charge and amount of customers they get it is unforgivable that hygiene standards are so low."
• "Locker with a padlock got broken into, wallet, car key, cash all stolen, asked to view CCTV which they refused."
• "Massive clumps of hair sticking to your shoes, feet. Hair on the seats, disgusting."
• "The steam room which smells of mould."
• "Even during the pandemic, in the gym, I frequently witnessed members using equipment and not sanitising it after."
• "Entered the sauna to find a razor head inside the steam room, completely unsanitary, health and safety issue."
• "Car park full of rats at any point in the day, male showers are full of flies which have been there for years, no repairs done for months for example broken toilet seats."