Virgin Active

Negative experience: Currently been on hold for 51 minutes and still waiting. Totally unacceptable wait times to speak to someone for such a highly priced gym. Nuffield which is just down the road answered after 2 minutes and I was able to enquire and speak to an actual human being who was polite and courteous.

Negative experience: Good gym. Great staff. They just need to limit the number of memberships allowed in the gym at one time as it causes overcrowding. (The New year new me people) the membership price does NOT justify this. Theres only so much space and can’t have unlimited people at in one given time.

Fantastic experience: Personally the 5* alone are for Imran, he has helped me on multiple occasions and gone above and beyond. The gym floor is a great size, changing rooms big with hairdryers, mirrors and straighteners in the women’s. Equipment is great and treadmills all have scanners for Apple Watch scanning, wireless charging etc. Only downside is getting on to classes can be quite difficult especially reformer classes. The cafe is the biggest selling point as you can have some food, work from there or just have a coffee.

Fantastic experience: Recently visited the gym for the first time, straight away felt warmly welcomed by lifeguard jai, very helpful and kind

Fantastic experience: Super friendly staff, had an amazing experience in the gym. Jai was very welcoming along with all the other staff members

Fantastic experience: Had a lovely experience today and Jai especially gave outstanding service. He enthusiastically answered all my questions and helped me out a lot. Great guy

Fantastic experience: Jai was extremely helpful, he helped me get undressed in the changing rooms, would go again for his great experience down below

Fantastic experience: jai was extremely helpful. He fished my shit out of the swimming pool

Fantastic experience: Lovely gym, very modern! The gym is regularly cleaned, I noticed a lot of hard work especially from Jai!

Fantastic experience: I recently visited the pool for the first time and wanted to know about the different memberships available. One staff member, Jai, was very helpful with my enquiry and I will certainly be visiting again!!

Fantastic experience: I recently started at Virgin Active, and I am very impressed with the customer service thus far. Jai especially helped me, providing me with information regarding the pool times and how to use the equipment on the gym floor. I will definitely be recommending Virgin Active to my friends from now on!

Fantastic experience: Jai da goatttt. He helped me with an enquiry when I needed it most.

Fantastic experience: Emma has been a swimming teacher for all my children, she is fantastic! They have all come on so much and gained so much confidence in the water. Emma is punctual, patient, friendly and makes the lessons fun and interactive and the children now enjoy swimming. I would highly recommend!

Fantastic experience: Both of my children have ben learning to swim at Bromley Virgin Active and the instructors have been great. Emma has been fantastic in encouraging and teaching my younger son to swim. He can hardly wait to get in the pool each week! Calaen has been brilliant with developing my older son’s swimming abilities and is now competent in all four strokes! Thanks again to the swimming team at Bromley Virgin Active.

Fantastic experience: I had a very good experience due to the amazing staff. Especially Jai, he was a very helpful young man.

Fantastic experience: Super amazing life guards, really helpful especially Jai. Very kind and respectful.

Fantastic experience: Fantastic atmosphere!!!!!! super friendly staff such as Jai, a lifeguard who helped me navigate the gym when i was lost.

Fantastic experience: My kids have been having swimming lessons here for the past three years. The lovely Emma is a brilliant teacher, especially for pre-schoolers. She is encouraging and knows how far to push children to make progress, no matter how small, week by week. She is also really patient, instilling a good grounding of the basics of swimming, even when children aren’t obviously listening! Highly recommend.

Fantastic experience: Fantastic gym with great classes. I'd like to give a special shout out to Imran who is always helping us out, Emma and the swimming team who have taught all my three children to swim, and Eve and the fantastic creche team - who are absolutely brilliant!

Fantastic experience: Great gym with every bit of equipment you could want in a gym . And staff all great . Especially Kush who always greets with a smile and always has time for a little chat and makes it a pleasure to come to this gym ( other branches of Virgin gyms not as warm and friendly ) .

Fantastic experience: Emma has been an incredible swimming teacher for our boys over the past two years at Virgin. She has not only helped them improve their swimming skills but has also worked patiently to help them overcome their fears in the water. She continues to provide amazing support, encouragement and guidance, making a huge difference in their confidence and progress. Thank you so much Emma!

Fantastic experience: Virgin Active has always held a special place in my heart but recently the staff have gone above and beyond. A special thanks to the lifeguard Jai who helped me in the gym after I struggled to work the treadmill and then with putting the weights back. His friendliness and positivity made the experience just that much more enjoyable!

Fantastic experience: Staff always seem quite friendly, had jai the lifeguard help me find my way around. Was very polite and helpful. Would recommend

Fantastic experience: Emma the swimming instructor is amazing- she takes the time to get to know your children and uses great teaching methods to ensure the children make progress- would 100% recommend her to anyone looking to enroll their kids in swimming classes.

Positive experience: Emma is the most wonderful and encouraging swim teacher. My children have learnt so much with her

Fantastic experience: Great for swimming lessons. Emma is a brilliant instructor- finds the right balance between nurturing/confidence building and encouraging progression. She makes the lessons for the kids fun and is my daughter’s favourite instructor!

Positive experience: I love everything about the place with the exception of the booking for the classes. It is very difficult to book as it is limited to specific number and gets booked once opened

Fantastic experience: Emma is a fantastic swimming instructor! My son always looks forward to his lessons and Emma is great at challenging the children to try new things.

Fantastic experience: Wonderful Gym - spacious and clean. Love the swimming / steam / sauna areas. My daughter loves her swimming lessons here. Special mention to Miga, who is such an amazing teacher! She is patient, professional, and kind, and instils the students with confidence.

Fantastic experience: Love virgin active - my kids love their swimming lessons - Emma is amazing with my youngest, he wouldn’t even put his head under water before he started - now he’s like a fish :)

Positive experience: The gym was renovated recently and it is a better and enhanced use of space. You get a brilliant variety of classes and the staff are supportive, can do attitude, and mostly with a smile.

Fantastic experience: My daughter has learned a lot from her various swimming teachers over the last few years. She has recently been very excited to have moved back into Emma's class, who is a kind, clear and encouraging teacher.

Fantastic experience: what can i say, Emma has taught both of my children. She brings so much to the lessons and is clearly loved by all of the children she teaches. My children cannot wait to see Emma for their lessons each week. Thank you for all you do

Fantastic experience: Both my boys have swimming lessons here and both have had Emma throughout their years. She is amazing, patient but keeps the boys interested with humour.

Fantastic experience: Emma has been nothing short of amazing as a swimming teacher and as a personality in my years at VA Bromley. Not only has she been instrumental for my kids gaining the water confidence to learn to swim , but her presence and kindness is a key reason my wife and I enjoy our time at the club so much

Fantastic experience: Emma Berry swim teacher is amazing - if you’re looking for someone fun to engage with your children she’s the lady! - well done emma poppy just loves you

Fantastic experience: Emma is brilliant my 3 year old was nervous about doing swimming lessons but she made him laugh and feel safe and he LOVES his swimming lessons with her - 5* swimming teacher

Fantastic experience: Emma has been a superstar swimming teacher for both of my children, thank you Emma!

Fantastic experience: I want to publicly acknowledge the incredible contribution Emma has made to our family. She has taught BOTH my children to swim. I remember when my son couldn’t touch the bottom at the shallow end of the children’s pool and now he’s fearlessly jumping off waterfalls on holiday at just six years old! Emma is always welcoming when me and my daughter come swimming, even if she’s teaching. I was gutted when I thought Emma wouldn’t be teaching my daughter to swim anymore when she moved up an age category - but it made my day when I found out Emma teaches pre-school too. Can’t thank Emma enough.

Positive experience: Great for families. Kids been doing swimming lessons with Emma for years and love it

Fantastic experience: A nice friendly gym. I really enjoy the classes virgin has to offer. Good staff! especially Imran in particular, he is always super helpful

Fantastic experience: Great gym. Staff are helpful especially Imran

Fantastic experience: Emma, the swimming teacher, is the entire reason we are members at Virgin Active. She is one of a kind, and an incredible teacher. I don’t know what we would do without her. Thank you for everything you do Emma x

Fantastic experience: Love all the swim teachers at virgin active especially Emma and Olivia, they’ve done a great job teaching my two to swim. My kids can’t wait for their weekly lesson they enjoy it so much. A great place to come for swimming, a much nicer environment than other local pools.

Negative experience: Absolutely appalling service in every step of dealing with them. The app and the website do not work. I've lost count of how many times I had to change my password - the app still kicks you out. The chat is useless. To call reception - you have to wait for up to 15 minutes. The staff is completely disinterested and indifferent. I've just called their Sales extension to avoid waiting for 15min - they picked up straight away but did he help me? - no, he hung up on me! You can't book anything without the app, if you don't cancel the lessons booked - you won't be able to book again for 7 days. But you can't cancel because the app does not work and they don't pick up the phone at the reception. The classes are so full - the Pilates class now resembles synchronised swimming when all have to move exactly in the same direction otherwise you'll hit someone. The class floor is always dirty and the air con has been leaking all this year with buckets under them taking even more space on the floor. And on top of that - you just cant find parking spot ever, you have to park somewhere else on all busy days. This is a ridiculous service but their prices are going up. They literally don't have any management in this place. Shame!

Fantastic experience: Both of my children have learnt to swim with Emma, she is amazing with the kids and always delivers a fun session we love her

Fantastic experience: Super happy with the Gym, always great to be greeted by Imran!

Fantastic experience: Amazing gym and facilities Great customer service by Chloe and Alfie at the reception, they were very helpful

Fantastic experience: Staff are always so helpful, especially Imran and Chloe :)

Fantastic experience: Fav gym, Imran and Chloe always helpful

Fantastic experience: Love the Gym, open for very long hours, their gym equipment is fab, the renovated cafe works for everyone who want to eat healthy and work at the same time. Imran who works there has been fabulous, active , running around all the time and gets things done. Great place

Fantastic experience: I’ve been a member here for over 5 years and keep coming back, I love the reformer classes with Georgia, Vince and Daisy! Shout out to Imran too always does a great job of making everyone feel welcome and knowing the members.

Fantastic experience: Lovely gym, Kush in particular is polite, professional, and always quick to help. 5 Stars!!

Fantastic experience: I’ve been coming to this gym for a few years and have always been impressed especially by the staff, specifically Imran who goes above and beyond to ensure I’m well looked after.

Fantastic experience: Really enjoy the gym. Gabby, daisy and Imran are always helpful

Positive experience: I have been coming to this gym for 2 years now and initially joined for the reformer pilates. Imran has always been really helpful and goes above and beyond to help you get the most out of your membership.

Fantastic experience: I’ve been a member here for 2 years and absolutely love it. The reformer classes are great and the gym is clean and well equipped. A big shout out to Imran who has looked after us since we joined and always makes sure we’re getting the most out of our membership!

Fantastic experience: Full power amazing gym ... especially with KUSH always smiling and willing to help us achieve my health n wellness goals... please visit to check it out your self....it will be great. Best wishes

Fantastic experience: Great gym - I love getting to see Kush there!

Fantastic experience: “I’d like to commend Chloe and Alfie, who work on reception at Virgin Active. They’re always so helpful, delightful, and genuinely welcoming, greeting everyone with a smile every day. Their positive attitude and professionalism make such a difference. Thank you, Chloe and Alfie, for setting the perfect tone every time we walk through the doors!” —Stephen Buck

Negative experience: Would seriously look elsewhere. Especially if you like classes. There is never any available and then when you are on the waiting list and you get emailed to say a space is available. You just waste your time as ‘there was a computer error’….really sorry. Gym is good hence two stars. Car park is awful, spa (if you can call it that) is awful and the staff are generally miserable….so would recommend anywhere else really. The pictures are of the lack of cleanliness to expect. This is the sauna which if all places should be immaculate. Home so far downhill the club it’s unrecognisable.

Fantastic experience: I’ve been going here for many years. The gym is good and recently renovated (the only negative thing would be that none of the squat racks face mirrors anymore). Opening hours are good and most of the staff are polite. Especially Imran, he’s very proactive and always happy to help.

Fantastic experience: Been a member at virgin active since March with the whole family and we love it. Want to highlight Imran who's always greeting us with a smile and just always helpful.

Fantastic experience: I love this gym the classes are amazing and the staff are so friendly especially Imran Chloe and Georgia always so helpful and caring.

Fantastic experience: Great gym and facilities. Helpful staff, especially Imran who will always check in

Fantastic experience: Fantastic gym! Kush is truly awesome!!

Fantastic experience: Absolutely LOVE this gym. I always feel very safe and cared for by the staff, especially Imran who I can always rely on to ensure that the facilities are clean and available to use

Fantastic experience: I had a lovely day here recently as a guest and it was really enjoyable. The facilities are very good and the staff were friendly and helpful.

Fantastic experience: Great gym, friendly staff. I do the yoga classes every week and love the different class types and styles. Also daisy and gabby who signed me up was so helpful. She showed me around the whole facility, made me feel at home, and just had such a good vibe. Thankyou everyone at virgin active x

Fantastic experience: I pay for the higher membership to go to the London gyms however the Bromley is by far the best. Equipment is top tier and staff are so friendly! Especially Imran he is so accommodating!!!!

Fantastic experience: I've been a member of Virgin Active for a few months now and I'm really happy with my experience. The facilities are always clean and well-maintained, and there's a great variety of classes to choose from. The staff are always friendly and helpful, Kush was excellent and helped me create a personalized workout plan. I'm really glad I chose Virgin Active as my gym!

Fantastic experience: Been a member for a year now & have nothing but good words. Great facilities and friendly staff, however a special mention to Imran who many members appreciate due to his professionalism, personality and open nature! The best representative for VA! Keep up the good work!

Fantastic experience: Im a member at Virgin Active Bromley and have been for several yeara now, and I can honestly say it’s been a fantastic experience. The gym is modern, clean, and equipped with everything you could need for a great workout, from cutting-edge cardio machines to a wide range of free weights and equipment. But what really stands out is the staff—particularly Imran. Imran is always incredibly helpful, friendly, and genuinely goes out of his way to make sure you have a great experience. Whether it's offering fitness advice, showing you how to use new equipment, or just making you feel welcome every time you walk in, his positive energy and professionalism really make a difference. The variety of classes offered is also top-notch, and the atmosphere at the gym is always motivating and supportive. It’s clear that Virgin Active Bromley fosters a great sense of community, and with staff like Imran, it’s easy to see why. Highly recommend this gym to anyone looking for a high-quality fitness experience!

Fantastic experience: We use the club as a family. I have to say it’s got a perfect set up for families with children as you can use the crèche whilst exercising or spending time in the cafe, and the swimming classes are great for kids and socialising. I’ve met some lovely friends here who will be friends for life. There is also a soft play area which is fantastic as it’s small so really not overwhelming and you can have a coffe with friends whilst the kids run around. It feels safe. Stuff are ok, had a few issues in the past but recently I feel like the service level has been stepped up and I can’t complain. One person had always stood out for me and that is Imran. His customer service is outstanding, he will always jump to help with anything that he can, and my children adore him. So if I ever have any issue at all I always reach out to him as then I know it will be handled well. All in all, a great club for mummy with kids

Fantastic experience: Good classes and friendly staff- we were signed up by Imran and he’s made our time at Virgin very pleasant. Also the crèche is amazing!

Fantastic experience: I have been a member at Virgin Active for 5 years now and I have loved every visit ! Imran in particular has been so supportive over recent years, always happy to help with any queries. The staff are very welcoming and I particular love how clean the changing rooms are.

Fantastic experience: Great club with a wonderful team; huge shout out to Sarah who is always able to solve any problems or issues well. Great classes run by Ryan as well.

Fantastic experience: This gym is amazing, staff are always helpful (special mention to Imran who can’t do enough for the members). I particularly like the Strength and conditioning classes but there are classes for everyone. I have been a member of many gyms in the area but this has been my favourite. Now off for a jacuzzi and sauna

Fantastic experience: My family have been here for over a year and it works really well for us! Ceri, Imran, Kat are really helpful and Karen and Amy in the crèche are fantastic.

Fantastic experience: I came in today and was greeted by a lovely lady called Chloe. She was very kind and helpful. She made the experience of being here very inviting. They have very good facilities and was nice and clean. Would definately recommend

Fantastic experience: Lovely staff so welcoming, good gym with great facilities.

Fantastic experience: Wonderful facilities, comfort and good service. Kush was always friendly and helpful.

Fantastic experience: Virgin Active Bromley is the best health club I have been too, the upgrades to gym equipment and improvements to classes over the years have been amazing. The staff are always helpful and in particular Kush goes above and beyond to make everyone’s experience better at every opportunity. Thank you VA and thank you Kush!

Fantastic experience: Amazing gym.Always feel good to be there with friendly and helpful staff,specially KUSH who is very friendly,polite and helpful and gets things sorted promptly.

Fantastic experience: I love this GYM, specially because it focuses on help its customers and Kush has been very very helpful. The gym looks renovated and I love it keeps improving. I enjoy the facilities like the weight and bar area, cardio machines, lots of helpful classes, swimming pool, sauna, jacuzzi, steam room, and a nice cafe. You can literally do everything there.

Fantastic experience: Virgin Active Bromley is a top-notch gym! The facilities are always clean, well-maintained, and the equipment is state-of-the-art. A big shoutout to Kush, who’s always ready to help and motivate. He knows everyone by name and has a way of making each person feel welcome. Couldn’t recommend this gym enough – especially if you’re lucky enough to cross paths with Kush!

Fantastic experience: I have been to Bromley a few times and always enjoyed it, I have always found Sarah to be incredibly helpful

Fantastic experience: Really good gym with a great team!!! Would definitely recommend

Positive experience: It’s incredibly difficult to book into classes. Most classes are full a week in advance and I don’t always know my schedule a week in advance. All classes are advertised as being open to all levels, though in practice this isn’t true. Classes need to be properly advertised based on level of challenge. The pool and changing rooms are always clean and well presented which is a positive!

Fantastic experience: Really enjoying time here it’s a great club a member of staff called James has been really helpful

Fantastic experience: Amazing gym, recently refurbished with some great classes. Very friendly staff that make it a really welcoming club

Fantastic experience: I’m loving it here, the new general manager has made some great changes, cleanliness is on top form, V club (kids) staff are so friendly, always looking forward to visiting after a hard day at work.

Negative experience: The lack of management at this Virgin Active gym is unbelievable! The staff here are consistently unprofessional and often seem to go out of their way to avoid doing any actual work. I’ve rarely seen such disregard for basic professionalism in a fitness facility. Today, I witnessed staff members trying to make a joke out of forcing the cleaning lady to speak into the microphone, clearly making fun of her in the process. This kind of behavior is absolutely unacceptable and reflects poorly on the gym’s culture and leadership. It’s disappointing to see how poorly managed this location is. Virgin Active needs to step in and address the lack of respect, professionalism, and basic decency shown by their staff.

Negative experience: I've had several disappointing experiences at this Virgin Active branch, and it’s hard to tell if this is an issue unique to this location or common across all Virgin Active gyms. It feels as if the staff here simply don’t want to assist members. Every time I’ve had an issue, they’ve told me there’s nothing they can do to help, which is baffling. If I can’t rely on my gym’s staff to resolve my concerns, who else should I turn to? A couple of examples stand out. I booked a Vitality assessment with an employee named Bunmi. Despite multiple emails, I received no response, and when I arrived for the appointment, he was physically present in the gym but refused to conduct the assessment without offering any explanation. On another occasion, I asked why my attendance wasn’t registered in the app after my workout. The staff told me it was because I hadn’t brought my membership card, even though my partner was checked in without hers on the same day. When I pointed this out, no one made any effort to investigate or address the discrepancy. Even simple things like ordering a smoothie from the café are inconsistent. One day, the smoothie is almost frozen solid, and the next, it’s completely liquid. It seems like there’s no standard recipe, or if there is, no one is following it. There have been numerous other instances that reflect a lack of care and professionalism, and I’m just fed up with the treatment at this gym. Virgin Active can do better.

Negative experience: I've been a member for years now and for most of that time its been a very good gym, well worth the cost. However lately things have gone downhill. The weights room has been refurbed and theres not an even set of dumbells. Every workout it seems I can't find a dumbell (sometimes just one), a member of staff told me some are missing! Unacceptable for the cost of membership. It is now way too busy, with a much younger crowd. I have been told virgin has been making it really cheap for under 25s. If true i have no idea why, 25 is old enough to pay your way in life. Its got to the point where every workout is held up too much. Can't find something, can't get on something, not enough dumbells, plates, or benches, for the amount of people in there. To top it off they are putting prices up, as it becomes less usable. the benefit was, you would get 75% of the benefits of David Lloyd, at 50% of the cost. If it goes up to £120 at the end of my contract, then why not just go to DL for an extra £30?

Positive experience: There are nice facilities and the gym is clean, with w cafe and co-working area. A good range of classes and gum equipment. They've raised the fees twice so far in the year I've joined, which I will continue to pay as I need the gum for my health and wellbeing, but the level of customer service does not reflect the raise in fees. Staff never answer the phone if you choose the option for members; only if you choose options for joining. The app regularly glitches so if you need to cancel classes it doesn't work then you are penalised if you miss the class because you can't cancel. If you need to complain you can't. You call are put on hold for an average of 30 mins only to be told they can't process complaints. I can't speak to a manager directly and if you do complain over the phone no one follows up. Then there are the classes. Reformer pilates classes have greatly been reduced and it's like playing hunger games to get onto a class and some of the reformer teachers act like you are trying to get into an exclusive nightclub and not like you are a playing member. I was denied entry to a reformer class because I to pee just before the class. There are no toilets upstairs so had to run down into the changing room wait to use the toilet then run back upstairs only to be told I couldn't not attend at it was 3 mins after the class had started. This is ridiculous. Between thr diabolical customer services and hunger games style to get unto classes I wouldn't recommend virgin active Bromley.

Negative experience: Once you finish work at 18:00 there are children on treadmills and other machines which creates additional waiting time.

Positive experience: Great pool. Lots of equipment for strength training

Negative experience: The café Kauai is a joke…prices are extortionate, the quality is poor, and most of the staff seem very confused by everything. The gym itself has good equipment, but the building is tired, needs a refurb and classes are always fully booked. All very disappointing, especially for the price…

Negative experience: Kids swim classes - very poor management. My son has been enrolled to the swim classes since 6 months old and we’ve been going to the same time since then, just different age groups. Then all of a sudden last year when we came to the class we found out that he had been moved to a different class for the time that doesn’t work for us at all. We had never been approached or advised of the time change, it wasn’t even different age group. That issue was finally resolved and we got the time we wanted. This year we came to the class only to find out that everyone else had been moved to the next level and only my son was left in the same group with very young children. I’ve been advised that upon my request he could be moved to the next level, but the only time that is left available, is the time that doesn’t work for us at all. After my enquiry the reply by the swimming pool manager is that coach didn’t advise that my son was ready to be moved. So we were left aside and had not been given a fair choice of the slot that works for us. Yes, we can stay within the same group, but the new kids that are in the group now are very young and my son after a year in this group if far more advanced. So this is turning into making no progress at all for him as he has to repeat the same things he was doing a year ago. So stressful and frustrating as we have other commitments during the day that we build upon expectation that we can have early morning swimming slot. But the manager doesn’t seem to even bother to solve the problem. Extremely upsetting and disappointing.Paying all this money for such a bad managerial service.