Virgin Active Head Office

Negative experience: I am writing to express my deep dissatisfaction with the outdoor pool closure at Virgin Active Collingtree Park. As a member who uses this facility six days a week, I was shocked and frustrated to receive an email on the 1st of October informing me of the closure. What makes this situation even worse is that my membership fees recently increased by 20%, yet a core service I rely on is being taken away for an extended period. Adding to my frustration, my initial email about this issue has not been adequately addressed. I received nothing but automated responses and was informed my ticket would be closed due to a new system being implemented. After responding that the issue was unresolved, I got another automated reply. Most recently, I was told the ticket would be closed because the issue was either resolved or escalated to management—neither of which is true. This has left me disillusioned with how Virgin Active is handling its members’ concerns, as it feels like we're being dismissed. To make matters worse, the amount of members in the outdoor pool this morning (9 people) clearly highlighted the potential health and safety risks. Once this closure forces everyone into the indoor pool, I can only imagine how much worse it will get. The indoor pool's capacity simply cannot handle the influx, especially when you have over 20 adults trying to swim alongside aqua classes, creating a chaotic and unsafe environment for everyone. If this closure is indeed necessary, I expect a reduction in my membership fees for the four months that this key facility will be unavailable. Given that Virgin Active won’t be bearing the costs of maintaining or staffing the outdoor pool during this time, it's only fair. I urge Virgin Active to take this matter seriously. I joined the gym for the outdoor pool, which is vital to my physical and mental well-being. The indoor pool environment is too hot for the long training sessions I require, and losing access to the outdoor space will severely affect my health and fitness routine. This decision feels driven by financial motives with no consideration for member well-being. With rising fees and reduced services, members like myself are left feeling like we’re paying more for less. I sincerely hope Virgin Active reconsiders the pool closure. There’s still time to reverse this decision and restore trust with your members.

Negative experience: I would like to make a complaint and take this further have been over charged virgin active aldersgate at ST Paul's membership. I have asked many times to cancel the membership and I keep getting over charged every month . The staff at reception said there's nothing I can do very shocking the customer service is appalling /terrible unprofessional and not helpful.Absolutely no care in the world .I would like this sorted immediately been going on far too long.

Fantastic experience: I just had a conversation with Thembi of Retention Dept. Wow she impressed me greatly. I can commend her assistance; so professional and she knows how to deal with a client. What a star. THANK YOU THEMBI

Negative experience: I have been a member of Virgin Active for some years. My local club is great and the staff are friendly and helpful. However recent changes from above have really destroyed the gym experience. Firstly the complete removal of HIIT, dance, boxing and most of all, bodypump to make way for reformer Pilates. I am not against reformer, although it’s almost impossible to book, but to remove 4 classes for one limits members’ options significantly. I do S&C and lift club now which I don’t enjoy anywhere near as much. They are just a bit more bland with uniform formats fed down from head office, in which the instructor has no say. I feel like I’m on a VA production line. The final straw was the removal of commercial music which has tarnished the whole gym atmosphere, spreading through the club like a nasty epidemic, and pretty much decimating spin classes. Instructors are leaving and can’t be replaced and classes are subsequently cancelled. It feels like VA has hit a self destruct button! In addition whenever members raise any of these issues they just get scripted answers and it feels like VA really don’t care about their gym experience. I have spoken to customer service but nothing changes. In fact I was just told I could leave. Now I’m tied in for a year I don’t even have that option! VA when will you listen to your customers??

Negative experience: Virgin Active Head Office continues to make decisions which negatively impact paying members without any consultation. The latest being the move to royalty free music, while increasing fees, resulting in a decline in the quality of classes on offer. Great instructors have left to go to competitors with members voting with their feet and leaving too. Management have no respect for the people who are paying their salaries - there is a nearly 2000 signed petition on the matter of music and there has been no response to members. This is not what one would expect from a so called premium gym.

Fantastic experience: Orlando was helpful

Negative experience: Legal director Hannah Worthing said she would investigate my complaint 14/10/2023 and I never got a reply and I’m still awaiting some answers from my stolen trainers and the paragraph that was redacted in my virgin notes that requested as I felt bullied and victimised by the staff at Notting Hill virgin, said staff I believe left, when investigation should of started but I heard Nothing from Legal director hannah Worthington after being a virgin active woman of Color for 14 years probably there longest standing member at Notting Hill as black woman of colour

Fantastic experience: Thanks you William vas ,great stuff ,good customer service well done thank you ,virgin active need people like you in head office.thank you

Negative experience: No answers the phone! Spent 25 mins on hold for one one to answer. I'm a member of worple road and i froze my membership till the club is open again and still having monrry taken out of my account. This is the 3rd time after two refunds.

Negative experience: The lack of customer service is shocking. Promise to call you back and never do. Being referred to as "mate" just shows the lack of training given to their agents on the phones. Policy changes are not communicated through all channels and not all customers receive them. The unwillingness to help really comes across. I will be cancelling our family subscription.

Negative experience: VIRGIN Northampton The Grid 6pm to 7pm WHY do you have to have the music so loud!!!!..15 to 20 people doing the grid class. Gym full .. I wear headphones whilst i work out. I have to turn the volume to maximum and i can still hear the music from the grid class. I dont expect you to have no music but i would expect the gym to respect the other people in the gym working out. If you want the music that loud why dont you use the private rooms. RESPECT YOUR OTHER MEMBERS PLEASE.

Negative experience: More classes at last. Still need more exercise classes. Was told we had a choice of leaving class 15 minutes early or having a shower recently. This has happened a few times recently. So because some of the classes finish 15 mins before the gym closes you're not allowed a shower. They start closing the shower and a long queue forms The spa closes 15 mins before closing too so everyone tries to get a shower. You should not be pulling out pipes and lifting shower trays cleaning up while members are still there within the advertised gym use time. Heavy cleaning should be taking place afterwards. Ironic that light cleaning and tidying doesn't happen anymore or rarely during the day. Bad toilet and shower smells. Maybe because staff are not paid after closing. Still this is mixed messages and bad planning. The fees have gone up and they've still not given back the half hour carved off weekends since Covid. Maybe we won't notice. I gave feedback on VA booking system but they never reply. I wish they'd listen and remember that its members who keep the gym functioning.

Negative experience: The lowry virgin active in manchester is a shambles. The staff are rude, the app is not working and they have given me false information about lockers. While me and my husband were away They broke into the locker and stolen items out of the locker and are taking no responsibility for replacing the items.

Positive experience: Did not get the response

Fantastic experience: lovely

Negative experience: Pathetic customer service, I am being denied access to clubs abroad not having being informed in advance they now apply a cap to 3M per year. They have not applied any common sense when it comes to addressing a very simple matter, but are kind enough to express their sympathy towards the alleged customer frustration. And this is supposed to be the top level of membership they offer worldwide. I have asked to be contacted on my phone but nobody reached out. I have contacted the team in Italy and confirmed there are no options for temporary membership in Italy. What are you talking about then? POOR CUSTOMER SERVICE p.s. In a subsequent reply by email they acknowledge that the option of taking a temporary membership in Italy is not a viable option. Shame on Virgin!

Fantastic experience: Although no longer a luxury Gym/Swimming pool it has been converted into Virgin Active's HQ with training rooms and filming capacity. A great central location and friendly facility.

Negative experience: Not such much the Head Office but more concerning Repton Park Virgin Active. With over 400+ properties on this Gated Community why do they Offer such a Dismal Price Reduction for these Potential Clients. Or even consider a Sensible Fee for Swim Only sessions? A disappointed Resident!!!

Fantastic experience: The best

Fantastic experience: It’s brilliant.

Fantastic experience: Excellent club. Great facilities, friendly staff, superb training environment. Definitely one of the better gyms in the city.

Positive experience: Love the Mansion House gym, but the other gyms within the same network are not so good

Positive experience: Really enjoyed this gym however, I am now having the feeling that it is, sadly, not going to re-open, as I can see that my membership has been put to Walbrook's gym..? I can now confirm that the place has been definitely closed with Virgin Active's gym HQ moving there.

Fantastic experience: Very clean... very good classes. Very nice staff. Great equipment.

Positive experience: Great gym with top notch equipment and spotless changing room. The staff is very nice and helpful. Spacious and not crowded comparing to the others gym in the area. Highly recommended.

Negative experience: I just came here as a visitor. The reception staffs talked to me as like they are the ruler of here. They might able to explain the club rule gently. I understand they prioritize local members, but it is a global company, hope customer experience division share the vision...

Fantastic experience: Huge gym, one of the biggest Virgin Active's I have been to. Very modern facilities, definitely recommend, not cheap, but worth paying for. Just ensure if you sign up, you set yourself a minimum of 3 or 4 days a week. Also I highly recommend you download the Virgin Active mobile app and sign up to classes. It's great, also synchronises with Google Calendar.

Positive experience: Too busy

Positive experience: Nice gym to go to on a Saturday, was quiet

Fantastic experience: Great gym

Fantastic experience: I visited this Virgin Active location for the first time last week, following a late afternoon client meeting next door. Upon entering I handed my Virgin Active card to the desk attendant and was promptly informed my Virgin Active existing membership does not give me access to the Classic Collection. In Virgin Active speak it is the equivalent of British Airways first class. Kindly and considering the gym was completely empty (four in the afternoon on a Friday will do that to a gym), I was let in. Without a doubt this Virgin Active has all the special extras above Tier 1 and Tier 2. It is all about the details. Changing rooms are spotless, they can iron shirts for you, coffee is free and more importantly the equipment is top notch. What really concerned me it that the elite of Virgin Active gyms has zero policy around recycling and the environment. Surely towels the size of a king size bedsheets are nice, but I am certain members would appreciate it is the best for all to include recycling and smaller towels. If you want a gym to sweat and attend classes then Virgin Active Classic Collection membership is not good value considering the elevated monthly cost (unless subsidised by your company through a corporate membership). If you are after a gym that is part of a lifestyle, including the people you share the gym floor with, then this Virgin Active is your ticket.

Fantastic experience: My favourite Virgin Active gym. Generally less busy than the nearby Wallbrook, and has a swimming pool.

Fantastic experience: Super nice gym and facilities and not too crowded! Staff generally nice... Excellent Customer Service ! Especially from the lady in red tshirt covering Reception during lunch time.. I wish I'd knew her name. Keep it up guys and maybe Walbrook gym staff should follow your example and improve their customer service!

Positive experience: Really nice gym and not crowded at all. But i don’t understand why virgin active never provide a recycle bin. Also why extra large towels only. Why not have regular size towels as well. Unnecessary extra large towels are detrimental to environment as their eco footprint is twice the size of regular towels.

Positive experience: I like this gym, it has great classes and teachers, excellent equipment, it's very clean overall and the staff is generally friendly. It's a good gym overall, not too busy, which is a bonus. I would certainly recommend it. Coming back after a three month break, due to ill health and travelling, I found the staff at reception were rather unwelcoming, not as friendly as they used to be before the break. It was an awkward feeling.

Fantastic experience: Great gym, with great staff and facilities.

Fantastic experience: This is an excellent gym, whilst it's extremely expensive; it's not overpopulated and the equipment and other facilities are very high quality. I would strongly recommend this gym to those who are regular gym goers (have to be regular else it's probably not good value for money). I haven't tried the swimming pool, but it looks very clean and often empty!

Fantastic experience: Great friendly service and lovely swimming pool

Fantastic experience: Very nice and luxury club. Nice and helpful staff. I love it, strongly recommend.

Positive experience: Great gym ! Clean and spacious!

Fantastic experience: great gym, clean

Fantastic experience: Love this place! Best Virgin Gym in town!

Fantastic experience: best

Positive experience: Good gym not that busy during the evening (after 7.3 0pm).

Fantastic experience: Clean gym, friendly staff, lovely new gym in the city, its quite odd that there isn't any toilets in the changing rooms though

Fantastic experience: Amazing gym, great staff

Fantastic experience: ONE OF THE BEST VIGIN ACTOVE GYMS

Positive experience: A good gym.

Fantastic experience: Very good equipment, brand new, clean, friendly staff, lovely pool area, large sauna and steam room, never gets too busy :)

Fantastic experience: Everithing brand new. Amazing stuff and beautiful people. It is a must

Fantastic experience: I go out of my way to use this gym. Friendly staff, excellent equipment, high quality and clean.

Negative experience: It's new and professionally managed, but NOT thoroughly equipped. Could have been better. A gym manager hasn't replied to my complaints over a few weeks and a few receptionists are very unprofessional.

Fantastic experience: Very high quality equipment (Olympic standard weights area), high spec studios, the most modern cardio machines, awesome grotto-like pool with great sauna and steam. I'd agree that the layout is poor. Part of it is maybe due to building restrictions but some of it is poor planning/strange placement of equipment. Some of the finish is a bit haphazard too (especially the yoga studio, with no shoe racks and bolsters just dumped in one corner....). All in all though this is definitely one of the biggest, best equipped gyms in the whole of London. It's also pretty quiet at the moment! Get here before everyone else does.

Fantastic experience: Great gym

Negative experience: Terrible service at reception, I was considering upgrading from my VA Tower Hill membership and wanted to try out the gym. Guy at reception insisted I pay £20 for a chance to try, which I wouldn't get back if I decided not to upgrade. No thanks. Nice way to treat loyal VA members! Other VAs seem to have very good customer service so maybe this one is just an exception...

Positive experience: I'm a fan of Virgin Active Classic Collection gyms, but sadly this one isn't as good as others. There are a lot of structural issues. For instance, the toilets aren't in the locker rooms, causing unnecessary shuttling back and forth. Compare this to Canary Wharf, which has them both in the locker room and pretty much on every floor, meaning you're never more than a few feet away from one when in need. For some strange reason they don't have towels available in the locker room (because it's too small?), so when you've forgotten to get one you have to put your clothes back on and waddle all the way back to reception. The pedestrian bridge outside the club is broken and closed, resulting in an extra 5-10 minutes walk if you happen to be coming from that direction. Additionally, the lounge is small and an uncomfortable place to work, very inhospitable in fact, negating one of the great benefits of Classic clubs. This place was a nice idea, just not executed to the same standard as the others.

Fantastic experience: Currently not too busy. Nice new equipment including Concept 2 (with PM5), plenty of treadmills, Curves etc. Great pool. Friendly staff. The only thing is, I wish the gym would open earlier as, like many people in the City, I start work at 6.30am and the 6.00am opening time means I can’t really squeeze in a training session before work.

Fantastic experience: Funny reading some peoples comments giving 1 star for the club not having installed wifi yet. Get your priorities sorted out. For the record this is the best gym/health club I have ever experienced. And I have tried a lot. From the staff to the facilities. This club is my sanctuary! and I cant recommend it more.

Positive experience: Not one of their best. Towels at reception rather than in the changing room, NO toilets in the changing room! Annoying weak, overhead showers which make it practically impossible not to get your hair wet, whilst simultaneously failing to rinse your body. Go to Aldersgate, it's far nicer, and if you want a decent sized pool, I'd suggest Moorgate or Broadgate... disappointing for what is supposed to be a top level gym.