Elmbridge Xcel Leisure Complex

Fantastic experience: Very friendly staff ! And good facilities! We were In the area running a marathon nearby and went here and asked to pay to use the shower but they said we could use it with no charge which helped us more than I can say ! If I were local would be happy to be a member here! Thanks again!

Negative experience: Worst customer service ever! Changed bank accounts and despite going to reception, calling and emailing to update the details, still no luck after 2 months of trying. Then they tell me I have to pay the new joiner fees…. Absolutely ridiculous!

Negative experience: Went there for swimming with family, after 30 minutes on phone no reply, come in person , 5 emloyees talking and having fun at the desk unstead reponding to customers phone call. Guy with glasses confused , told us no swimming today , due inflatables in pool , then he realised that teaching pool is operational. We had hour swimm , after no light working in male or female shower , due this they was closed , only family shower available , but freezing cold. Dissapointing experience , feeling like this place going down the hill. Am canceling my and family membership and looking for somewhere else.

Fantastic experience: When we visit friends in Walton (we live in Nth Cal.) , the leisure center is a Great place for a workout and a swim. You can even go for a run along the river to Weybridge which is delightful in summer time. Lots of options at this facility.

Fantastic experience: Great place to play pickleball, huge range of activities

Positive experience: Nice clean facilities. The pool was a great temperature and size. Really easy to book online. All the staff I engaged with, were very helpful and freindly. There's also a decent amount of parking. The only issue I found, were the showers in the male locker room. There were only 2 (plus 1 disabled shower). Both were weak at best and the temperature was very up and down. One minute really hot, the next ice cold. Bit of a shame, because everything else was very good.

Negative experience: Always asking when they'll put the boxing bags back up in the gym but theres never a clear answer. Always 'Ask this person' 'I dont know' 'the bags are out back'. The frame has been fixed for months now but everyone seems to be too lazy to put the bags back up. Joke

Fantastic experience: Lots of activities for young and old. Health suit is a must after a long week at work. Pool is a bit cold but if you keep moving its not too bad.

Negative experience: Nice, place but everydingle time some problems. Bit tired of it.

Fantastic experience: Fantastic swimming club. Great location and top coaches

Fantastic experience: One of the best facilities in Surrey for Gym workouts, relaxation at the Health Suite and for swimming at the pools. Special shoutout to Cristy at reception for her outstanding hospitality and assistance !

Fantastic experience: Home to great Swimming teachers❤️

Negative experience: While we were there, I observed a man assisting children with handstands/lifts and other hands on exercises. This man was not wearing any uniform. Concerned for my daughter's safety, I approached the reception to inquire about this individual and whether he had undergone a background check. I was assured that he had completed an enhanced DBS check and because “they had to get him in quickly as people were leaving for uni, they hadn’t had time to obtain the uniform”. I felt suspicious about this as I questioned how you would have time to do an enhanced DBS check but not obtain uniform, but I chose to TRUST staff, and brushed my concern aside. However, after two weeks of not seeing him on the premises, when dropping my daughter to her gymnastic lesson I asked a member of staff at the door “where is that man that was helping” she then informed me that he hadn’t accepted the position yet and that he was just on trial, I approached another member of staff and further questioned this to then learn that he had had no DBS check, and that this isn’t the procedure for staff members who are shadowing as they are not left alone with any child. staff lied to me and violated my right as a parent to safeguard my child. Whether or not anything happened the point is that I told the staff explicitly and very clearly I do NOT want anybody touching my child who hasn’t been background checked. 2 of the staff members who are apparently in MANAGEMENT approached the coaches, the coach told them that he was on trial, and HAD NOT told them that he had been DBS checked, and your management have walked out to me and lied to my face. Furthermore upon raising this complaint the manager of the sports hub responded “ Dear Lucy Regards to the situation that occurred on the 8/10/24 where you raised concerns about a parent observing gymnastics classes. Firstly I would like to say that your comments about men being wired differently to women are totally inappropriate as a company we do not discriminate by gender. There is no safeguarding issue to address the man in question is a parent of one of the children who attends the gymnastics classes who expressed an interest in joining our team so he was allowed to observe the classes to see if he thought it would be a good fit for him and us. I feel had this been a mum of one of the children you would not be raising the same concerns. The man in questions has done nothing to indicate that any of these claims would have any sort of validity - he was just observing, not coaching and did not have any contact with the children which has been confirmed by all coaches and assistants. If the man in question is taken on as a coach I can assure you that all the relevant checks will be done before he starts coaching.” This totally disregarded my complaint about lieing to me, further lied and covered her back by saying he wasn’t touching children when he was, and made this about a comment I had made about statistics which made me anxious regarding male perpetrators. Deflecting all blame, taking no accountability, no apology and ignoring the point that I was lied to. This boils down to the fact they didn’t want to look bad by making me aware somebody was in the hall touching children who hadn’t been checked, so lied to me to make themselves look better and have been caught out and held accountable for it. I will be raising this complaint as high as I can.

Fantastic experience: Dave was 1st class with grandson on the climbing wall - many thanks.

Negative experience: 20+ minutes waiting for them to answer the phone is ridiculous

Fantastic experience: We celebrated my niece birthday here, it was lovely we had the option to arranged a bouncy castle. My niece had a great time.

Positive experience: My wife and I have been using the pool three times a week for the last 17 years. The pool is good, the staff are helpful and the swimmers are usually well behaved! We are, however, very dissatisfied with the changing facilities. The showers are unreliable ( but never hot), the doors in several cubicles do not lock and the hairdryers don’t work. This has been the case for several months. Maintenance seems to be non-existent.

Fantastic experience: We booked a private class with Dave for my 13 and 5 year old to see if they enjoyed climbing ahead of committing to the club. Dave was excellent! Patient, kind and inspiring. Cannot recommend him enough !

Negative experience: Unfortunately horribly rude and aggressive duty manager today had no clue today how to handle a customer concern , following the faulty barrier which shut prematurely and hurt my wife’s arm and damaged her water bottle.The CCTV should be reviewed by senior management. Strongly suggest to revisit the handbook on customer service. I have changed my mind in becoming a member.

Positive experience: The pool is good,toilets are clean, water temp ok, but the dressing room is in terrible condition. Every second lockers are broken, the hair dryer is not working.

Fantastic experience: Clean gym, lots of equipment. Friendly staff

Fantastic experience: A fantastic new upgrade to their soft play!!!!! Absolutely love it and much needed refurbishment.

Positive experience: Excellent facility and a valuable community asset for all ages. Significant investment has been made in improving amenities in recent months. Main pool changing rooms would benefit from updating as very tired, and jacuzzi/spa pool availability is unreliable.

Fantastic experience: Great facilities BUT there was someone vaping in the sauna

Negative experience: I took my father, who has cancer, for a swim in July. He locked his locker and when we came back to it after swimming the locker had been broken into. His wallet, his phone and his trousers had been stolen. We went to staff for help. They told us to call 111. We sat outside as the centre closed. We received no help. There was no procedures, no security and the duty manager disappeared. I called and emailed to follow up. I was given, by reception, an email that bounced back. The Xcel have removed the security barrier that used to be there. I was told by staff that unfortunately there are dodgy people around. If staff know that it is not safe then they are putting visitors at risk. Not safe! Don’t recommend!

Positive experience: nice big pool but needs a clean as have found hair clumps and plasters and someone’s toenail once. nice swimming training but seating area under construction. you can do some ruthmic swimming if you feel like it.

Positive experience: Went swimming here for the first time and found the pool very good - nice temperature and clean - and the staff friendly and helpful. However, the female changing rooms are in a poor state - shower doors hanging off and without locks, water hot/cold/hot/cold, dirty tissues left around and only one working hairdryer. If these issues were addressed it would be a great place to swim.

Fantastic experience: I spoke to a receptionist named Christie she informed me about memberships to help me choose the right one , great service

Negative experience: It is unacceptable that forgotten items are discarded overnight, without any attempt to contact the owner or allow a reasonable time for retrieval. This level of disrespect and negligence is extremely frustrating.

Negative experience: Good place, but nobody care for the disabled. People always disable base their full with vans with cars without disabled badge and nobody who is working in the leisure centre. Nobody care about disabled people.This is amazing, thank you, leisure centre.Thank you

Fantastic experience: Superb facility, we come here from Kingston as the main leisure centre was closed down. Lovely facilities and great staff. New and clean. Special mention for Nancy who makes body pump a really fun class.

Positive experience: A local authority center with good facilities that constantly break so unreliable. They even have the cheak to charge an entry fee ffs.

Negative experience: There was a bunch of hair and also hair in the shower and there was not enough lifeguards we are not coming back here Never

Fantastic experience: Brought the kids to do a climbing wall taster session. Dave was fantastic and patient in training and working with them. Great experience and hope to be back soon!

Negative experience: The facilities are very weak and they get customers and take money by lies. There is no hair dryer to dry off after the pool and the climbing manager has a very bad attitude and every employee behaves inappropriately. I do not recommend this set at all. Don't waste your money.

Positive experience: good experience used them for climbing wall

Positive experience: Good value for money swim and steam room. Comments here about the mens changing room for swimming are accurate but the swimming pool temperature is ideal. The steam room has been great every time I've used it, with a fantastic cold water shower.

Negative experience: Greedy and incompetent, white-collared Thieves. I called to cancel the swimming classes after they increased the number of children to 12 from 8 per class without informing us. The water is also very cold. The staff confirmed on the call that the classes have been cancelled. But 3 months later I noticed that money was still leaving the account. I called for refund but they put all the blame on me for not getting a written confirmation. To cancel, you have to call a third party, I had to call them twice and email them thrice before I got any sort of written confirmation from there about the cancelled lesson. Have to chase a few times for refund of swimming lessons cancelled because of non-availability of staff. Beware of them.

Negative experience: Awful!!!! 50 people have permanently stolen use of the all lockers, even the ones for disabled people, so no one else can use a locker…these special 50 people do not own the lockers but have stolen use leaving stuff in them permanently…bad smells coming out of some of them (massive potential health issue with Legionnaires Disease obviously). Consequently, people leave their bags and coats in the gym itself draped over equipment or on the floor when working out which is a massive safety issue. I nearly tripped several times on bags on the floor.

Negative experience: Good activities but staff don't really care and one at the counter is really rude

Negative experience: The cafe on the ground floor is awful, considering it’s a gym and sports centre they don’t sell fruit or anything suitable for children, except sugar filled sweets and biscuits. I’m sure the coffee is fine but as there is a soft play in close proximity to the cafe, it really doesn’t cater for children.

Negative experience: The soft play should be closed! Broken material, very dirty. Super cold inside especially in this cold weather.

Fantastic experience: New gym is really good just need the changing rooms to reopen to be really good

Negative experience: Water isn't warm enough. Each time something happens out of order. (Saunax2 or jacuzzi). It's not always stopped working, but they come just turn off .

Fantastic experience: Hi all at Excel leisure complex Big thanks to Daniel Lucy and Jamie Grace is very nice to see all the stuff are active and looking out for us future very caring

Positive experience: I really like the leisure centre. It is very well organised and the staff are very helpful. However, the men's changing room needs to be refurbished - some of the lockers are broken, one of the two showers was not working, visible rust in the shower for the handicapped.

Positive experience: Pretty decent gym / leisure centre. Staff are nice there. I like how big the centre and not cramped. I would like to see a seated tricep push down machine. Also, the cafe closes at 15:30, is there any point in having the cafe there if it closes this early? Anyway, for the above reasons, I have given 3 stars.

Negative experience: I don't think the changing rooms have had an upgrade in 20 years. The male swimming pool changing room has so many broken lockers. Most have missing keys and dents in walls. In desperate need of an upgrade. It looks so old now.. This is putting me off from becoming a member..

Fantastic experience: Attended our granddaughters judo lessons Amazing teachers - very caring and professional

Positive experience: I have been a member of Places Leisure and previous owners for 30 plus years.I recently took out a new OAP membership.Three of the last 5 times I have turned up for a swim,the pool has been closed. It might be an idea to warn customers by text because it's not fun driving through Weybridge traffic .I can honestly say I'm financially out of pocket this month.Many other customers feel the same way.Sorry.

Positive experience: It’s great, not so great the amount of employees and contractors smoking on premises, specially on kids playground.

Fantastic experience: I have had the most excellent service. All staff have been so helpful. When you phone your call is answered so quickly and help is brilliant. Thank you!

Negative experience: If you are going and planning on using the soft play, please avoid!! We went this afternoon and it was filled with very big kids, who were punching each other, threatening each other and fighting. It was honestly the most unpleasant soft play I’ve ever been in. There were drinks split on the floor, it was dirty, and completely dangerous. Avoid at all costs.

Negative experience: Used to enjoy swimming here for a while but the cleanliness standards have dropped considerably. There are often drain flies all over the changing room and up the walls of the shower cubicle. This combined with the large balls of hair floating in the pool is enough to put me off.

Positive experience: We only used the climbing wall as a taster session, we will be going back and also explore more that Excel has to offer

Negative experience: lazy staff, tables are never cleaned off at regular intervals yet they will have 3x staff in a small café. I've witnessed on numerous occasions management just taking food without paying, or just lying around with feet up on chairs. My youngest attends gymnastics..... well they call it gymnastics but the staff just let the kids run around and do very little with them. Pay a bit more for a better experience. Have cancelled my subscription and looking elsewhere for better quality service

Positive experience: They charge you £2.50 for non attendance at the gym. You have to cancel 2 hours before hand which is too long as people check just before the class. However theres always a big queue when you arrive to the class at the reception desk so its hard to check in. Some instructors take tickets, some don't. Its very confusing. No email communication re charges or new systems eg tickets. You just find out when you can't book or when you turn up to the class

Fantastic experience: Pilates course Tuesdays at 7pm. I have attended this course twice in a row. Excellent teacher I have really benefited from this course, good pace lots of help and my sciatica and back ache have improved enormously. Pilates needs to run permanently. Highly recommended.

Fantastic experience: Great facility with a lovely swimming pool

Fantastic experience: Excellent facilities, staff super friendly and helpful, especially Grace who gave us some great information, we used the training pool with our 6 month old, lovely size pool, great condition, very safe with good lifeguards, also excellent price membership and good parking. 5 stars

Positive experience: Parking becoming a nightmare on weekends, but otherwise fantastic facility.

Fantastic experience: This is an excellent facility. Gym sauna steam room. And great value. You would pay x3 more at a private club for a worse facility. Staff are excellent. There are some minor issues but to be honest this facility is the best value in the area

Fantastic experience: Very nice place with two saunas.

Negative experience: Updated review Underfunded and under resourced. Balls of hair in the pool. In female changing rooms, several lockers broken. Smell of damp and drain flies. Showers 'out of service' not repaired for days. Showers flow cold and scalding (mixers not working). Rusty exposed nails in the showers. Shower locks don't work. Security in female area also a concern. No regular patrol or staff presence. Anyone could walk in on you! Changing and shower areas in a pool should smell of bleach at all times. Not here.

Fantastic experience: Really good for children. Rock climbing, softplay, swimming, gymnastics, playball etc. Staff are all lovely, especially the gymnastics team and rock climbing team.

Fantastic experience: I visit this place every week. Staffs are great. Place is always clean and there is plenty to do there. Free parking available and there is always space to park. Highly recommend.

Negative experience: The facilities are great, unfortunately the staff at the front desk are very rude, disorganised and unprofessional. I feel maybe they could do with some grown ups working at the front and organising things properly.

Negative experience: Totally disappointed with the way they were unorganised with the swim club trials. My 2 kids tried for their swim club trials, my younger child was accepted on a trial basis but just after 1 attempt where the coach apparently thought him being out of pace boiled down to nerves, I was informed that he was not accepted anymore I just find that strange .. why would anyone play with a child's emotions like that Anyway, the trial acceptance should be explained, that it is only another test...so we do not toy with children's emotions

Positive experience: Very clean changing and shower area in the gents. Sports hall very dusty though

Negative experience: Terrible customer service at the desk and over the phone. They gave me wrong information over the phone. When I arrived, they said the area is closed even though I called earlier and spoke to them. I said I just spoke to you over the phone. She shook her shoulder. She couldn't care less. Terrible attitude.

Positive experience: excellent climbing wall, gym is usually busy AND, unlike what the negative reviews will tell you, has plenty of equipment and helpful staff for training.

Negative experience: I am a regular swimmer and really like to take a dip in the jacuzzi after my swims, unfortunately, since I joined this place in October it maybe worked twice, currently out of service for a second or a third week... Swimtags are often unavailable to use due to some technical issues, none of the hairdryers works. Im paying 50 quid for a gym/swimming pool membership and I started to think that id better pay a few extra quid and spend it elsewhere...

Positive experience: There is a big car park. I was at Sunday. Not too busy, the swimming was good. I used the sauna. The sauna door always dirthy. A bigger problem is that not even a hair dryer works, which is very bad in winter. I felt good overall, but my head is very cold.

Negative experience: this place is honestly horrible they take hours to answer there calls just because the lazy service is so bad honestly

Fantastic experience: Smooth, simple, affordable, great class, tons of parking, lovely staff!

Positive experience: Great facilities. We used the soft play which was clean and not so busy. The centre itself was quite lively with lots of families swimming or doing other sports. Great running track on site.

Negative experience: I found most but not all staff friendly,food disappointing and cafe staff extremely rude. Facility's great tho.

Fantastic experience: Nice and clean. We go here only for swimming meets. It’s very welcoming with nice places around. Big parking as well!

Negative experience: Terrible experience! I finally got out of my contract, following constant harassment from members and no action being taken.

Positive experience: On the day it was a bit of a shambles for my child's party, sadly I cannot give a glowing review as the kitchen was closed because of a staff shortage, not something that could be helped but spoilt the day and my opinion.

Negative experience: Soft play Thursday paid for 0930 to 1130, kicked out at 1100have you noticed that there are no replies from management on the reviews?

Negative experience: Sign in system must have been made by a trainee IT employee and miserable front desk act like they are doing you a favour by signing you in if the machines are slow. Learn to smile and not be a miserable bunch. Not all but the older ones look like they’ve given up on life

Fantastic experience: I went there for a coffee, but the coffee area was closed, so had a packet of crisps from one of the many vending machines. I sat on a plastic chair whilst eating them so was nice that they provide crisp eating chairs. 10/10

Positive experience: Brilliant venue, would like to see moreinterest in getting children into athletics though

Fantastic experience: We’ve visited the softplay in the Xcel few times and it’s always been nice and very clean.

Negative experience: Not a good experience, very overcrowded, poor control by attendants, no lane swimming for casual swimmers. Before we booked we should have been made aware that there was only limited space. We booked the swimming pool for 10am and when we got inside the baby pool has lessons in, although we knew that the pool had lessons in, but for most of the time we were there, half of the pool was empty and could have been used by our 2 year olds. Unfortunately we couldn’t attend in the afternoon when apparently some of the childrens pool would have been open. The main pool had 1 lane open for recreational swimming with the other 3 for lanes swimming/lessons Appreciate that lessons are important but in the recreational lane there were more people than it should have had, with children being taught to swim by their parents swimming across the lane and other people trying to do lengths, add that to children jumping in off the side it was not conducive for a 2 year old to get used to the water, which was also quite cold. We appreciate that children will naturally jump in but given the amount of space of the recreational lane it could have been very dangerous. As an adult we couldn’t swim either widths or lengths because of the amount of people there. The jacuzzi wasn’t working. The attendants weren’t interested when we spoke to them and one ignored us completely . The soft play area was expensive for the time allowed.

Fantastic experience: I love the place. So many things to do. I mostly go for swimming but you can do many sports

Fantastic experience: The climbing wall here is really good and the staff that run this section (especially Dave) are really friendly and supportive. He made our experience what it was and helped us to gain more confidence on the wall. Thank you for a great day!

Positive experience: This isn't a bad leisure centre, but it's not great either. The positives are there's lots to do, the climbing wall is great fun and the soft play there is great for my daughter. The swimming lessons she goes in are also very good. Unfortunately the gym is lacking. The equipment is often broken and out of order sometimes waiting a long time for repair, other equipment is old and could do with replacing. Then we get to the staff. Some are fantastic, really helpful and always do what they can, others clearly don't want to be there and a huge number of staff are often miserable bordering on rude to customers. I've been there nearly a year and joined because I wanted to take my daughter swimming. Now she has her own membership for lessons I definitely won't be renewing my membership there. You can find a lot better gyms for lower fees. Ultimately it depends what your looking for. If your a family and all want to use it and make the most of the different areas then it's worth a go and you can make your own mind up as to whether or not it's right for you

Negative experience: Receptionist was unfriendly and cold towards me...maybe she has an aversion to Asians..not sure though...bur she mafe me feel inferior...spoilt my mood and didn't enjoy facilities as much...the younger receptionists much more welcoming

Positive experience: Hair dryers in ladies swimming changing need fixing, they have been out of action for months now.

Positive experience: The climbing wall has a great featured wall with routes reset every month or so

Positive experience: Good swimming pool hotube and steam room well worth the money!

Negative experience: My first visit to this pool, took my 5 year old for a swim in the learner pool. our first experience was a large 3inch by 3inch blood stained plaster floating next to us. I then found another 3 more similar sized plasters floating around. The tiles are the bottom of the pool ar loose and lifting. Water might not be escaping but my sons toe got caught and hurt. We went for a 6PM evening slot on Bank Holiday Sunday. Despite the pool being open , there was 1 younger lady staff member at reception who was too busy to discuss our experience. Reading through others reviews, i see this place is a mixed bag of experiences. However, our first experience will be the last. We will not be going back.

Fantastic experience: If you looking for a great place for a good workout. Great activities and friendly staff. This is it. I love ❤️ the fact that I am a member here.

Negative experience: My daughter's swimming lesson got cancelled in January and I was told my direct debit would stop straight away which wasn't the case. The money kept coming out of my account and despite chasing it several times, I still have not received any refund. I would not recommend this place as it's poorly managed. In the past we were told lessons were cancelled and that we would get a refund but found out the following week that the lessons were still going on and that it was a mistake at their end. I was assured that the credit would go to my account but this never happened. We've had a few of these instances and would stay clear of this place!

Fantastic experience: I recently passed out/had a seizure whilst working out in the gym, the staff were excellent and quick to react, called me an ambulance and ensured I was ok until the paramedics arrived and took over. Even followed up the next day with a call to check how I was and make sure I was ok. Can't praise their quick actions and care enough. Thank you.

Negative experience: Double booked the badminton courts again. No manager on duty. Only young staff to deal with the problems. We also go along and find there's no net for badminton so we have to ask for it, and the basketball net is in the way. These transitions seem to surprise them every time!!!

Positive experience: The centre was pretty busy, staff could have been a bit more on the ball. Kids were jumping in to a lane designated for lane swimming which was very disconcerting.

Fantastic experience: I have a swim membership and I have to say it is excellent value, of course this is only true if you go! The carpark is plenty big enough , the inside is always clean the swim changing rooms well looked after, the pool is well maintained and clear, with good life guards on duty always watchful. You can use the Swimtag system to record your swims and progress and the app can be downloaded from the app stores, you can also attempt a challenge on the app as well. The building outside gets the windows cleaned regularly, the sports hall is always in use & in good condition and so as well it looks like the climbing wall area. There is a gym that overseas the carpark and is in constant use, I don't use that but the equipment is in good well looked after condition, you can join different classes from Spain to aqua aerobics.