Virgin Active Reviews Summary

Gym Equipment

Pros:

• "The gym is decent and has a lot of equipment: treadmills, rowing machines, free weights, barbells and functional equipment like tyres."

Cons:

• "The gym needs new machines."
• "There are not enough machines, complaints are reviewed but issues are not resolved."
• "The range of equipment, especially machines is very low."
• "The lack of equipment is absurd considering the price you pay."
• "Even puregym has better, more and in better condition equipment."

Staff and Service

Pros:

• "Staff are very lovely and made me feel very welcome."
• "All the staff I've interacted with have been brilliant."
• "Props to cleaner working very hard."

Cons:

• "But the Virgin staff chat among themselves and ignore customers."
• "Many of the members of staff are quite rude/unfriendly/unapproachable."
• "Their management staff are the most incompetent people you could hope to come across."
• "The team is always say in the reception chatting away."
• "Cleaners are also rude."

Cleanliness and Maintenance

Pros:

• "Seen her cleaning/scrubbing all surfaces really well."
• "Always clean!! Seriously, it is sooooo clean!"

Cons:

• "Facilities are old and desperately need investment."
• "The dressing rooms are old and battered, the showers do not look very clean."
• "There is still large areas of mould around the spa area."
• "The locker room area is messy, there are towels lying around everywhere."
• "Showers and spa area dirty, worn out and overused."
• "Worn-out machines with damaged padding, toilets in disrepair for weeks, mold on the spa ceiling."
• "The changing rooms are often messy with piles of dirty towels in the bins."

Value

Pros:

• "I only signed up because I have 50% off with Vitality."
• "The spa is quite nice."
• "This place is my paradise! Yes, it is expensive, but for those who want top service this is the place to be!"
• "Overall it is worthy of the membership fee."

Cons:

• "Would like to support them but I get better value elsewhere."
• "This gym is very, very far off the pricing point."
• "I pay the full price and I did not get any discounts as from the advertisement I believed it is worth investing my money in something that will help me to feel good."
• "Not worth your money. Too dirty for £180 per month."
• "Guest passes are crazy expensive now."

Safety and Security

Pros:

Cons:

• "They let people with criminal records attend this gym."
• "There is also no CCTV on the gym floors."
• "I have witnessed... taking photos of girls in the spa area and talking foully about them."
• "I have also on one occasion saw one gent having a large pocket knife in the changing room."

Hygiene

Pros:

Cons:

• "I went on a guess pass and the water from the water fountain by the pool was completely brown."
• "I got very sick after leaving the gym!!"
• "No complimentary cotton buds anymore."
• "Toilets are smelly."
• "Honestly the people that go to this gym don’t know decency or human hygiene."
• "Twice I’ve been to the hydro pool and gotten sick afterwards."

Social Aspect

Pros:

• "The actual gym users are top tier all friendly and appreciative, a great place to network/socialise!"

Cons:

Management and Policies

Pros:

• "Rob Boakye the PT manager is an exceptional human being and whose sessions come highly recommended."
• "Customer service has been also super responsive and they are taking their members feedback really seriously."

Cons:

• "The constant closing gyms is certainly not a good sign of things to come."
• "‘We will investigate the security lapses and work to improve our protocols to ensure a safe environment’ has been the standard response for over 2 years."
• "Management is totally unresponsive to complaints or requests for service."
• "They have a policy where you can’t terminate your membership unless it’s the 1st of the month."
• "A lot of discrimination and stereotypes from the PTs."
• "Some classes are always full and you cannot even book a session."
• "The classes timetable is not convenient, especially if you work normal hours."

Location and Accessibility

Pros:

• "Great location, easy to get to."

Cons: