Virgin Active

Fantastic experience: The Moorgate Virgin Active is up there with the best. Great place to train and relax in central London if you have a busy schedule with work in the city. Staff are super friendly and go out of their way to help, Abel is a top guy. This man deserves a raise.

Fantastic experience: The team at Moorgate are really helpful and are a great representation of the brand. I want to highlight the help and support from Abel

Fantastic experience: Abel was very welcoming and informative. He gave me a fantastic tour and was able to answer all of my questions in detail. Would 100% recommend

Fantastic experience: I recently joined, and it’s been a great experience so far! Abel is incredibly helpful, he showed me around the gym, making sure I felt comfortable with the facilities. He also took the time to recommend some exercises tailored to my goals. The gym is clean, well-equipped, and has a great atmosphere. Overall, really impressed and happy I joined. Highly recommend!

Negative experience: Treadmills take at least 3 minutes to start working if you accidentally stop them. 3 minutes is literally hours.

Positive experience: There's always at least two things not working in every Virgin active, but not bad if you can live with that!

Fantastic experience: The friendly staff and teachers make this gym. Abel at the front desk is always happy to help with a smile and good vibes.

Fantastic experience: Excellent gym, amazing S&C classes and really friendly staff, especially Abel who is always extremely polite and helpful :)

Fantastic experience: Abel was excellent and incredibly friendly. Thanks Abel!

Fantastic experience: I’ve had a fantastic experience here. The facilities are great, and the staff are always friendly and eager to help. In particular Abel, who has been incredibly supportive in assisting me with my membership. He provided all the relevant information, reassured me when I was unsure about a membership change, and made the whole process smooth and stress-free. Highly recommend!

Fantastic experience: Abel, Calin and Jem have been so helpful and supportive throughout my membership! Love the overall friendliness from the moorgate team! Thank you…

Negative experience: I have been a member for 10 ish years. It has always just not been bad enough to quit (I get work subsidised membership and certainly wouldn't pay full whack for a membership here). Definitely not a premium service. In November they decided not to give out wrist bands to those that forgot them. They also don't allow more than one wrist band per person. I lead a hectic life - the last thing I want to worry about is whether I'm taking my gym band on a work trip knowing that in three days I'll arrive back in the morning and might want to go to the gym after work. A card I could carry in my wallet - but who wants to carry around a ridiculous rubber band all their lifes? The jobsworth on the front desk seemed to enjoy telling me "that is wasn't his fault I'd forgotten my band" - and that it was company policy not hand out temp bands. (You cannot lock up your valuables without a band). Ten years of monthly payments and I had to take my stack of clothes and work laptop into the gym to workout. They charge £7.50 for a new band which definitely costs them £0.20 to restock. It's not the money it's the principle of being forced to pay £7.50 to got the gym you already pay for. I know it's London, but you definitely feel like a number here, with the club trying to upsell you mediocre personal training (do yourself a favour and use chat gpt to build yourself a diet and training plan instead) and overpriced protein bars in the vending machines. I could list all the other problems over the years- ok go on then i will- The towels have become thinner and scruffier. I was robbed once and the staff couldn't be bothered to check the CCTV. The showers are frequently out of order. It took them years (literally if remember correctly) to renovate the squash courts. Staff turnover is high, and the staff that are around hang around at reception d*cking around with each other. The lack of guest passes is a joke - you used to get them every once in a while on the app, but you weren't informed and they often expired by the time you realised you had them. Now they seem to have stopped handing them out at all. The soap dispensers are frequently empty(this is low hanging fruit guys). The selection of fitness classes has dropped - for example there used to be a once a week spin class for serious cyclists which was was was always over subscribed and then dropped. I used to go to general fitness classes (I forget the name) but these were dropped over COVID too. Some people many not love having their only class option to be a work out in the middle of the gym floor. I could go on.. but it's easier just to say there are better value gyms and more premium gyms within a stones throw of this place. P.s the pool area is decent - but they should insulate the steam room properly - the heat eascpes too easily through the bottom of the door.

Fantastic experience: Recently joined, great gym and great service from Abel answering all questions

Fantastic experience: Abel provided outstanding customer service. He’s clearly an asset to Moorgate gym and was quick to respond to all my queries.

Fantastic experience: Abel was fantastic. Super helpfull!!!

Fantastic experience: Been loving coming to the gym here, all of the staff are super lovely and helpful! Especially Abel, he’s a star!!!

Fantastic experience: Abel is the best person you can meet as you walk in the gym :)

Fantastic experience: Excellent gym for one reason : Caring, attentive and empathetic staff with a high degree of professionalism and attention to detail. I say this because of my repeated positive experiences with staff, especially Calen and the manager Adz. Both are very welcoming and always been on hand to provide advice and services when required. I am quite a shy person and don’t readily put my self forward for activities but Calen makes sure I’m not left out and always informs me of new activities in the club and invites me to these - this is very endearing and really shows an extra degree of care towards members as it comes from a genuine place. Also, I am quite forgetful and often misplace valuables - never once have my valuables gone missing and Calen has gone above and beyond to ensure and help me retrieve them - whether this be searching on the gym floor or checking lost property - it’s because of people like this that I still have faith in the gym and have continued my membership.

Negative experience: Virgin Active Moorgate: A Steep Decline in Quality and Value The Virgin Active gym at Moorgate has continued its downward spiral. The gym's cleanliness remains subpar especially in the changing rooms and showers. The soap dispensers are clogged, the cubicles are generally dirty and with flies, and the lockers availability is reduced. They are either broken (for weeks) or left blocked during days, not being reset overnight. Also in the lasts few months there is a larger influx of younger members with poor etiquette, causing disruptions in changing rooms, and calming spaces like the jacuzzi or sauna (shouting and playing loud music). When mentioned to the staff there is not much a solution provided. They have been increasing the membership prices, but that is not reflected on any improvements in the gym. Equipment is poorly maintained. Also the music played is awful. This has a huge impact in classes where music is extremely important. No recognizable tunes, music is generic AI. On the positive side, Callum has always been very supportive, I feel listened to. Exceptional customer service.

Fantastic experience: Great professional support from Abel at reception of Virgin Active Moorgate.

Fantastic experience: Abel was extremely welcoming, especially when I had a slightly bad experience with one trainer. He took it on and listened. The gym is always kept clean which is good

Fantastic experience: Abel at virgin active moorgate was so kind and helpful. 10/10 service. Thank you

Fantastic experience: Great customer service from Abel, very friendly and helpful! :)

Fantastic experience: Abel was a star! Smooth process and a great gym. Thanks!

Fantastic experience: Great club - I was shown around by Abel who was super helpful and nice, which made me sign up for this gym.

Fantastic experience: Abel really supportive and a real ambassador for this venue. Spoke to me about centre whilst I was waiting. A real star

Positive experience: Great vslue for money, pool and spa a bonus

Fantastic experience: Abel is an amazing member of staff. Very helpful, friendly and personable - has great energy

Fantastic experience: Great gym great staff! Worth shouting out Abel on the front desk he’s always super helpful!

Negative experience: ( Edit - now it's been 5 months and still no one is taking this seriously or replying) The gym is nice, but they have taken my membership fees and they are not letting me use the gym, it's been 4 months now and continuously i have been emailing them but yet there is not solution. I do not recommend this gym as the staff is not helpful.

Fantastic experience: Normally go to the Aldersgate gym but came to this one today and had a great experience. Abel on reception was super helpful and generally great vibes. The gym itself has loads of space and is full of natural light!

Fantastic experience: Abel was a great help making my day a success! Great day at the gym.. Thank you so much Abel.

Fantastic experience: On my first day- Abel had made me feel really welcome and comfortable & helped me transition into the gym very easily! Amazing customer service!

Fantastic experience: Great service as usual from the team! I’d personally like to mention Cem, Abel and Emmanuel for their exceptional customer service!!

Fantastic experience: I had a fantastic experience at Virgin Active Moorgate, thanks to Abel. He was incredibly helpful and informative, taking the time to answer all my questions and ensuring I felt comfortable during my visit

Fantastic experience: I’ve been a member at Virgin Active Moorgate for a couple of months and while I was upstairs in the lounge area yesterday, Abel approached me and asked whether he could do anything to improve my experience at Virgin Active. I mentioned that I had difficulty using the app and he gave me an in-depth tutorial and answered other questions I had. It’s the first time I felt really valued as a customer.

Fantastic experience: I’ve been a member of Virgin Active for a few weeks now, and I wanted to give some recognition to Emmanuel for his exceptional service. During my recent visit, he made me feel really welcome and took the time to understand what I needed, which I really appreciated. What stood out was how patient he was and how thoroughly he answered all my questions without making me feel rushed. It’s not often you come across staff who genuinely care and go the extra mile, but Emmanuel did exactly that. He’s definitely made my experience at Virgin Active so much better!

Fantastic experience: I had an issue with my membership and Abel greeted me was very nice and attentive. He explained the issue and sorted it out on the spot.

Fantastic experience: It’s a great gym in a good location in Moorgate. It has a decent range of classes and the gym floor is massive. The reformer room especially is well lit and nicer than the other Virgin gyms I’ve been to. Another highlight is the customer service - Abel is the best person to speak to about anything you need in the gym or any questions you have. Honestly deserves an award for how many issues he’s solved and how on it he is - makes the gym experience that teeny bit better.

Fantastic experience: I want to give a big shoutout to Abel for his outstanding customer service! From the moment we walked into the gym, he went above and beyond to make us feel welcome. Abel took the time to give us a thorough introduction to the gym, explaining all the equipment, amenities, and available programs. His friendly and patient demeanor made it easy to ask questions, and he genuinely seemed invested in making sure we felt comfortable and excited about joining. It’s rare to find someone as professional and personable as Abel, and his excellent service truly set the tone for a great experience. Thank you, Abel, for going the extra mile!

Fantastic experience: Great gym with amazing customer service! Abel was very kind and checked to make sure everything was okay. Really appreciated his help!

Fantastic experience: Great setup process with Abel, walked me through all the membership options and made the whole sign up process really seamless.

Fantastic experience: Great experience signing up with Abel he was super friendly and made sure I had everything set up correctly

Fantastic experience: I had an excellent experience with Abel's customer service! From the moment I arrived, he was prompt, friendly, and incredibly helpful. His communication was clear and respectful, making the entire process smooth and stress-free. It's rare to encounter such top-notch service, and I truly appreciate his dedication. I would highly recommend Abel to anyone seeking exceptional customer support!

Negative experience: Had a terrible experience today. I pay a pretty expensive membership that’s supposed to give me access to multiple gyms, as stated in my contract and app. Needed to use the Moorgate branch today, but when I got there, I was told I couldn’t use the locker rooms because “it’s their policy.” Seriously, how do they expect people to train without somewhere to store their stuff? It’s absurd! You’re paying a premium, and they can’t even provide access to a locker? I came all the way there, wasted my time, and when I actually needed the service I’m paying for, they just denied me. This is the second time I’ve had issues with this chain, and once again, the staff were rude and unhelpful. If it’s really their policy not to let people from other branches use lockers, fine—but why is this gym even listed as an option in the app? Either take it off the list or make the policy super clear. Otherwise, it’s just misleading, and people like me end up wasting their time and money. This is basic stuff. A locker. How is that too much to ask? It’s completely unacceptable and shows a total lack of respect for customers. Honestly, this could be grounds to break the contract or even take legal action. I’m done putting up with this. I’ll be taking steps this week to sort it out, even if it means going to court.

Negative experience: Awful experience, not on par with other virgin active clubs. Really dirty floors, uncleaned showers, run out of wrist bands so half lockers full and not locked, broken swimming costume spinner, no shoe covers, rude staff. Every touch point I had in the club this morning had a fault to the point that it was laughable. This is not a premium club and I woulnt recommend to anyone. I normally frequent aldersgate, clapham and fulham and this is not comparable. Really disappointed.

Negative experience: Genuinely awful. Worst customer service I have ever received. I am growing incredibly frustrated with Virgin Active. It is almost impossible to get into contact with anyone and they only contact you if they want your money. For context, I cancelled my membership due to injury in September. However the team member I spoke to at the time didn't put it through correctly and I have been charged for the last two months. My wristband I handed back was not even detached from my account and it had been handed out to other members! The poor communication on virgin actives end is awful customer service. It is insulting that I have to be so inconvenienced by an ex-staff member's mistake. I honestly cannot express my disappointment. I get that mistakes happen but I do not feel as if resolving my issue has been prioritised by Virgin active staff at all.

Negative experience: If I could give less I would. Worst experience I've ever had. They call themselves a premium gym, then 1 out of 3 lockers don't work, broken toilet doors, dirty, shower gel and shampoo containers always empty. The jacuzzi was closed every other week for engineering works. The worst part tho it's when AT THE DESK they asked me if I wanted to renew my membership and I said not and I asked to cancel it, they said ok. Then a month after I get charged even if my membership was ended and they told me it was because it had rolled into a monthly membership?! After they told me it was gonna be cancelled. So they didn't offer any refund for the extra month they charged me for (and where I didn't use the gym) and on top of that they also charged me for another half month because of the "membership ending notice". Really unbelievable horrible service, basically a scam. I definitely DO NOT recommend, please go to any other gym this is not worth it!!

Negative experience: One star !!! You didn’t apply the discount you said. I have now cancelled my DD and have spoke to 4 people who say someone will call but nobody does. Please please please call!!!

Negative experience: It’s within the Angel tier but you have to purchase their wristbands because they don’t hand them out anymore. So now I should purchase a wristband/lock, etc to all the gyms within my tier if I want to use them and I find that ridiculous.

Negative experience: Extremely unprofessional and rude staff. It is a shame because the club in itself is actually really nice. Please never take swimming lessons here, Simon was quite unprofessional with his lessons where he didn’t even show up for one of them and didn’t give any prior explanation or apology and when I tried complaining and asking for my money back, Calum at the reception went straight to Simon instead of calling someone of authority. Avoid if possible.

Fantastic experience: Grate club ! love the classes here . The steam room and Sunna is un matched, depending on the time of day you could find yourself being the only one there which is truly relaxing.

Negative experience: I only go to this gym because it is located conveniently, the natural light is nice, and I enjoy being able to swim, do weights, and do yoga in the one spot. However, in line with the other recent reviews, it’s terrible. - People don’t re-rack their weights and if they do, it’s usually re-racked in the wrong spot so you spend unnecessary time looking for the right weight. - It is very stuffy inside and the body odour can get quite overwhelming. - There used to be some good S&C instructors but they’ve since left and class quality has declined. - Drain flies in the showers. - Staff are very rude and unhelpful and I’ve had several friends who go to the gym say the same thing. Staff seem to spend all their time loitering at reception and chatting to each other. Good to see this is what my gym membership goes towards! - No effort is made to enforce good gym etiquette.

Negative experience: I am absolutely fuming and considering cancelling my membership , I received notifications twice that I had not attended my scheduled class when I had. On Wednesday I spoke to a member of staff at reception who assured me her manager would remove the strikes. But it never happened I am now unable to book classes. There is no way to contact anyone and remove this in a timely fashion as the clubs never answer the phone I have been on hold for an hour and no one answers. What am I paying for I can’t book classes now and I can’t get in contact with anyone and the reception staff are not helpful and I do not trust they can help me anymore. I need someone to contact me asap to resolve this. Months on again the same issues genuinely sick of raising complaints for this place it’s time to cancel my membership because I’m paying for absolutely crap customer service can never get through to anyone constantly getting blocked from classes when I haven’t signed up for any. Truly at my wits end with this gym poor poor poor customer service and care

Fantastic experience: Professional, quick and polite service to change my PT booking. Called back immediately after promising to do so. Excellent customer service.

Negative experience: Member since around 2018, when i joined the gym was fantastic and well mantained. In recent years it has significantly deteriorated with dirty changing rooms (and poorly maintained shower equipment) however they have announced another price rise (with the strange claim that they have made improvements). All the while they are spending money on a large marketing campaign in Old Street. Disappointing.

Fantastic experience: The gym I have been going to for the past two years is simply amazing. The personal trainers, in special Alexandra and Bruno are super attentive and always willing to help, whether it's with workout tips or motivation. Furthermore, the gym facilities are great, with modern and well-maintained equipment. The atmosphere is welcoming and cozy, making me feel at home every time I'm there. Not to mention the variety of classes and available time slots, allowing me to adjust my schedule according to my commitments. A special shoutout to Jacky and Mercy for always bringing positive energy and making my gym experience even better. I can confidently say that this gym is more than just a place to work out, it's a place where I feel good and motivated to reach my goals. I highly recommend it to anyone looking for a gym with dedicated professionals, a pleasant atmosphere, and quality facilities.

Fantastic experience: Loving it at Virgin Active Moorgate so far! Special mention to Isabella who took me on my gym tour which was absolutely phenomenal. Her knowledge of Virgin Active was incredible and she was extremely helpful and friendly! She made me feel so at ease I honestly think she may have tipped me over to joining when I was a bit on the fence.

Negative experience: Avoid Avoid Avoid Avoid Avoid I've been a member for 8 years and over the last few months the price has gone up extortionately and in every single area the service has fallen. There are too many people for the classes, yet there are fewer classes. Many of the more interested classes are now only available once a week and you are stuck if you can't make the one time they decide on. Many classes are so overbooked that you can't even get on the waitlist, but then they are not full. Many of the good experienced trainers have left and the new ones are not only inexperienced, but they seem to receive absolutely no training - god forbid you have an injury (as I did) as they completely unable to help. The hygiene of the changing rooms and spa is just shocking. There are black flies in the changing rooms, the steam room has not been cleaned for about 5 years (rust and dirt everywhere), the area around the Jacuzzi is filthy. Virgin now refuses to pay artists for their music so the music in abismal - the sound systems are terrible as well. I have to wear ear plugs throughout the gym now. They now use the main gym floor for classes so it is so loud when you are trying to work out or strecht or do some yoga. There are more and more people videoing themselves without any consent from anybody else in the gym - spending hours on machines to take the perfect photo/video and when I asked the management about this their attitude was 'deal with it'. Lastly the management is rude, and constantly changing - they genuinely couldn't care less about the club, its long term members or the previous loyalty of its customers. Virgin used to be a nice place to go - now it just is ridiculously expensive, upsetting, terribly run, dirty with rude and useless staff. Avoid it at all costs - so many gyms are so so so much better! edit: I've just read through some of the reviews with everyone complaining. Occasionally 'Elliot' will respond with a nonsense response, but apparently they were fixing some of these things 6 months ago according to 'Elliot' - yet I can confirm that they haven't - in fact, they have got worse over the last 6 months. So 'Elliot' (presumable a bot or someone unconnected with the club in the main office in Milan or somewhere is straight forward lying - no improvements have been made - they just do not care).

Negative experience: Very disappointed. VA blocked my account (although I am paying a monthly fee) on the basis that I did not show up to 3 classes. I explained that the gate was not working in one of those occasions - which the receptionist confirmed, meaning that should not have been counted as a strike. On the second occasion, I cancelled a class but it did not show because the app had automatically logged me off before the cancellation was registered. I contacted the customer service and explained and yet they refused to remove those strikes. I don’t recommend and would definitely not be renewing with VA.

Positive experience: So this is a good gym but there are areas that need to be improved - floor needs to be cleaned in the pool/ spa area. Super gross -I’ve been to 3 locations and the free conditioner is nice but the pump never works to bring out product -they chucked my nice metal water bottle in the bin cuz of health and safety :((( - no pads or tampons at alll - not even in the first aid. If ur having a girl emergency - good luck -closing time in the weekends sucks ( please just mop up the floors more regularly please in the wet areas PLEASE PLEASE PLEASE)

Negative experience: This gym has the worst customer service I have ever encountered. For 126 pounds a month you get absolutely nothing that even comes close to being a decent experience. Every member of staff I have spoken to is useless at best, or directly lies to your face just to get you to go away. Their default response is to get you to “email them” with your issue, and then they’ll supposedly get back to you, which they never will. No one answers any emails. It’s a complete joke. I have gone through SEVERAL cycles with multiple different staff members who use the exact same playbook to dismiss you and never address your problem. Go somewhere else if you can.

Negative experience: It is now time to leave VA, I'm afraid. I used to love the Moorgate brunch but unfortunately the cleaning levels in the changing rooms are very poor lately. Additionally, as I use the gym mainly for classes, seeing that they no longer prioritise these is a real shame. They firstly increased our membership fee and the week after stopped paying the music licence fee. As a result, terrible music is played during the classes. The best thing of this gym used to be their S&C classes. Their coaches were incredibly experienced and motivating, managed to keep me engaged and as such I was doing this workout 3 times per week. Within a matter of weeks, they have removed all of them to make space to a series of new ones. I must say they are not bad, but unfortunately being used to those very good instructors, I no longer feel motivated to do S&C. I believe there is only one of the very experienced instructors left, however, he only teaches on Thursday mornings now. In other words, from having potentially 3 classes per day that I could potentially attend, it is now only 1 per week. Since April I've been paying a more expensive membership fee to get worse service levels from the gym. No thanks.

Fantastic experience: Great place, but VIRGIN ACTIVE MOORGATE... you really must sort the steam room out. The smell is violent, and it can not be healthy breathing in all that mouldy smell..c'mon..we pay enough for you to get it sorted... its ground in from all the years of use....please please pleaseits the only thing spoiling the experience at my second favorite club

Positive experience: Not worth the fee. This branch prioritises classes - so the workout machine area is inadequate and always packed out. No lying leg curl, lower back, ab roller or calf press machines. Unfortunately the good class trainers have left and the new ones are poorly trained and seem confused, the S&C classes have no momentum. The pool is fine. The jacuzzi is inadequate, the jets are weak and not all work. The showers are ok but not great, lots of drain flies lately and the pressure is weak. Locker rooms are ok. Too many broken lockers that need repairing. Waiting for October to come so I can cancel my membership and return to the place I regretfully left.

Positive experience: Nice staff very friendly but needs fans! Gym area is upstairs which is nice for views but the heat generating sources on the ground floor (pools, sauna, humid showers, heats the upstairs and isn’t ideal with no fans or good air circulation.

Negative experience: Horrible policies and staff - the receptionist promised guest pass renewals but later claimed it's against the rules. This feels like a tactic to extract more money from members, eroding trust.

Negative experience: Massively oversubscribed Classes need to be booked a week in advance. Gym floor is always packed. Staff leaving make them close classes as they don’t replace the staff. All this and it’s really expensive too!

Positive experience: Positives: very friendly staff, clean gym, good sauna/pool area and overall good value for money. Negatives: very packed in the morning and not suitable for calisthenics training. My primary frustration is with the very limited space and equipment for calisthenics training, especially as they have decided to use the entire open floor area for a class each morning, basically limiting anyone who wish to do floor training to a tiny corner with no equipment outside of some kettlebells and barbells. It frustrates me even more as it seems there is a free studio available most mornings that they could have used, but instead they decide to take up the entire floor of an already overpacked gym. Other more minor issues: I've several times experienced lack of toilet paper, lack of soap in shower dispensers, and the water bottle fillers not working, which I struggle to understand as they are easy wins to solve.

Fantastic experience: Friendly staff. Clean gym. Well organized space. Pool, jacuzzi, dry and wet saunas can fit up to 12 people. The only minus is the temperature in lockers and showers seems a little bit too cold.

Negative experience: Please sort your hygiene rules out for members. Third week training during lunch and I shouldn’t need to be smelling heavy bio because certain individuals refuse to wear deodorant or wash. It genuinely makes me feel sick throughout my session and It’s obvious throughout the whole gym floor.

Positive experience: I came here yesterday 24th of Feb. It was nice to be finally welcomed in a polite and nice manner by a lovely receptionist ( I don't know the name, she was a mix raised young lady with curly hair). Although I am from Strand and only came to use the club for a day I was pleasantly suprised. I have been to one more club and obviously to strand,but the reception team barly says hello over there. The only thing that was a bit annoying here were the cleaners starting cleaning more then half an hour earlier ( we had to walk through the foam on the floor as she was already washing the floors, inorder to take a shower) and telling us several times that they re closing while we're drying our hair. This is why I put 4 stars not 5. It's a pity.

Fantastic experience: I've been a member of this club since it reopened after the first lockdown in 2020, and have been coming 4-5 times a week since then. I can't really fault anything at all about this place. The building itself is stunning, with four huge floors of studios, courts/pool and gym space, with 360 views of the city from the main gym floor. Where else can you look out at the tops of skyscrapers as you swim, or run on the treadmill overlooking the graves of Daniel Defoe and William Blake?! The female changing rooms are huge, with a lovely separate dressing space with mirrors and hair stylers (but more on that later). Showers are hot, reasonably powerful and stocked with Molton Brown products; towels are provided too. I mostly take classes, and these are, without exception, brilliant - with friendly, knowledgeable trainers who remember your name and push you to your limits. I absolutely love coming to this club - it's my happy place and starting my morning with a workout and shower here always sets me up for the day. Of course, there are always the odd niggles, mainly around facilities (pool, spa, towels, toilets, hot water) being unavailable for a period. The club does always keep you up-to-date with this though, and bear in mind that if you are member of this club you also get access to the Angel branch which is about a 10 minute cycle or one stop on the Northern Line. My personal main gripe is always about the hair straighteners, with only about 50% of them ever working at any one time, which just makes things needlessly stressful on busy mornings (Tuesdays and Wednesdays being the worst). However, I am here most days and on balance none of these issues will stop me coming back. Do I miss the days of 2020 when I had the entire place pretty much to myself most mornings? Of course I do. But it's nice to see people joining this club, enjoying it and adding to the buzz.

Negative experience: The ladies toilets have been out of order for over 2weeks, there are always a massive queue for the disabled loo! Why are the toilets ALL OUT OF ORDER!! i was told is being fix every day! They just saying this to keep u happy!! Shocking for amount i pay a month £158!! You would think they have enough toilets for everyone!! Don't deserve 5 stars!!

Fantastic experience: Very nice gym, one of the few above ground in central London. I previously mentioned the great work of PT Noach Eenhoorn, which did wonders for me. I recently had to undergo a major surgery, and his knowledge again is proving invaluable, with a combination of strength and balance and coordination work. I highly recommend Noach, if you have a specific issue or just want to get stronger… Thank you!

Positive experience: 4* overall because the gym needs a refresh, but Noach the PT is great and makes the experience worthwhile. 3* gym, 5* Noach.

Fantastic experience: So far so good! Really helpful staff and the health club I was looking for. The classes timetable are great and the gym floor is well equipped. Having the ability to book at Islington and Morgate have been really helpful. :)

Negative experience: Virgin Active automatically moved my membership to a version which overcharged me over £250 over the course of 8 months and refused to refund it.

Fantastic experience: Love this gym, the natural light & the facilities are great. As soon as you walk into the reception. You feel you are some where special. The PT’s & staff are very helpful. Special mention to Kate at reception. All ways has a smile & is very helpful with any problem

Fantastic experience: I decided to try out VA Moorgate and was pleasantly surprised by how friendly the staff were. Kate in particular gave me a warm welcome at the reception area and was very informative she even gave me some tips for my workout!

Fantastic experience: Nice classes! Love the swimming pool, sauna and steam room. Would be nice to get that strong shower thing for the back that they have in other virgin gyms.

Fantastic experience: Although I was annoyed to find out the pool was closed at Moorgate, upon walking on poolside and speaking to your lovely manager, Ads, I soon realised how hard he actually worked to sort out what appeared to be a last minute issue. He seemed more upset and concerned of letting members down instead of potentially being on that warm poolside for around 4 hours with minimal breaks. He spent time talking to every member as they came down and explained the situation and was very personable. Staff like this are so hard to come by and when I spoke to a few other members, it seems like he is your only manager who deals with nearly everything and supports members. You need to recognise these members of staff who are hard to come by this day and age and reward them for how hard they work. Please ensure he is told how well he did today. Thanks CA

Fantastic experience: Decided to try this gym today as I'm newly working in the area. A colleague let me use a guest pass which was wonderful. Nice facilities and even got a decent swim in after my workout. I'd like to thank Adnan who despite clearly being busy today took the time to quickly and efficiently show me around, made me feel welcome and even helped me out with my form on a bent over row to help reduce the chance of injury. After bring in the gym, I went to the pool and I told him I'm not a strong swimmer so I'll be practicing in the shallower end and he assured me he'd be around for support if I needed it which he was. There will be a strong possibility that I join once I settle into my new job and Adnan plays a big part in that decision

Fantastic experience: I have been here for almost 2 years. That pretty much says it all. Nice crew, clean equipment, great spa quality.

Negative experience: A shame that this place lacks management in terms of membership. I was a Broadgate member and I wanted to downgrade and get a 12 month contract with Moorgate instead. After requesting it on the app and going to Moorgate twice and 1.5 months later they haven't made the change changing me to Bank instead which is the same level I was before. They are keen to keep your money. Very conflicting information both times. The first time I was told it has to be authorised and it takes a few days, the second they told me it hadn't been done and they made sure they did it then and that no other authorisation was necessary. Both times obviously staff were either clueless or keeping the membership at all costs.

Negative experience: I have been a member at this gym for years .. there is always something broken .. but this time .. aside from the fact that they increased the membership and that they have only one smith machine … the smith machine has been broken for days … this is unacceptable ..

Fantastic experience: Best all-around gym in Zone 1, hands down! Pros: - Whole building is above ground, so both the gym and the pool get tons of sun and have great views onto the city - Classes are plentiful and varied. My fav is any yoga class by Robyn Barry - Large gym floor, 25m 3-lane pool, yoga studio, reformer studio, physiotherapist, jacuzzi, sauna, steamroom...it's got it all! Cons: - Would be nice to have a cafe on site

Fantastic experience: I’ve only been a member for 3 months, but in that time I’ve really enjoyed using the facilities. I mainly use the center for swimming and a relaxing spa, and please believe me, the previous Gym I was a member of was a disgrace, so this in comparison is heaven. Staff are always friendly, and the lovely lady who cleans the female changing rooms is super sweet and cleans the changing rooms impeccably. Overall a lovely experience and a very clean environment. Only one teeny criticism, it would be great if the hot drinks were free just my opinion but, a nice reward for members, who like me enjoy a cup of coffee afterward.

Negative experience: Arrived for a trial. Showers had nothing in the dispensers, none by the sinks and the lockers don't work well. Was asked about my experience post trial and reflected to the branch manager but no acknowledgement. Definitely not planning to join...poor customer service/experience for an alleged 'premium' gym

Negative experience: Pompous and arrogant. Went in to enquire whether I could purchase some gym gear, they said I had to be a member to do so to which the bloke followed up by saying it's really quite expensive here maybe try elsewhere. What a way to lose a customer, was planning on getting the gear then signing up. Would not recommend unless being looked down upon before even joining up is your go to.

Negative experience: Great facilities but I would strongly advise against using this club for any extras like PT. They continually messed up my monthly bills- often to the order of hundreds of pounds- and when I cancelled my PT sessions continued billing me, forcing me into my overdraft. I cancelled my membership as they took months to reimburse me, and are now sending debt collectors after me as a result. Absolutely shocking customer service for a loyal (and very patient) customer. Club have now washed their hands of it and Virgin customer support are worse than useless.

Negative experience: I have been there twice. However, the staff are barely friendly with the members. I won’t recommend my friends to join this club as the staff still not improving their costumer services skills as it should be.

Positive experience: Gym is okay I'd say, nice soaps in the bathroom, good music being played. Machinery is okay, nothing special. I didn't get to check the spa facilities out but I will next time

Negative experience: Overall the gym floor is very messy. The other day I spent 10 minutes trying to find 2.5kg plates. I have never seen a gym that’s held more untidy than this. More often than not, the floor is full of dumbbells and other equipment that is abandoned there by members who have insanely poor gym etiquette. Weights are never where they should be and people (including personal trainers as I’ve noticed many times) leave the equipment there without disassembling it and putting the weights back to their place. When they do, they just release it at the first spot they see so you will find 6kg dumbbells at the place meant for 30kg, 24kg at a place meant for 10kg etc. Just a mess that takes a lot of your time between sets. There is no warning telling members to return their weights back to their original place (the admin doesn’t seem to care) and there is rarely someone organising the weights. This despite many people being visibly annoyed with this situation on the gym floor. Not only messy, I would also say that the gym floor is not clean for a gym charging 120 pounds per month. Equipment is many times rusty and some are poorly maintained. I have been a member here for one year or so and what I really like about this gym is the very nice view you have when you’re working out. But recently the cons are considerably outweighing the pros. I am now thinking about cancelling my membership.

Negative experience: Attempted to visit this branch with another, had difficulties downloading the guest pass. The reception staff - Grant, never asked for any details, no name, membership number nor checked the guest pass details. When I asked what else can be done he responded the cost is £25. After asking why should I pay any extra when I already pay a membership and you can clearly see my guest pass. He simply said you asked me what’s the alternative and I’ve told you to pay £25. Virgin Active hats off to you with his bottom tier customer service! I really shouldn’t be surprised as many other reviews say the customer service at Moorgate is non existent.

Positive experience: The gym looks good in general. Some clubs could have better cleaning standards than others (I've used three so far). Some really good classes and plenty of diverse equipment. What I have an issue with is the attitude towards customers (hence three stars). I've booked a pack of swimming lessons at the Moorgate club back in October. Agreed with the instructor to have our first lesson on the 4th of October at 19:00 and confirmed it via e-mail too. I was called for confirmation during the day, however I work until 18:00 in a pretty intense environment so my phone is always on silent and I don't really have time to check it that often. I've got a message on Whatsapp asking if I was still on for the lesson that evening followed by "No worries if not I have so much work on. Hope your well and are you around Friday?". Putting aside the obvious "your" instead of "you're", this message is telling me that the swimming lesson should be postponed (perhaps due to overbooking or due to other reasons). While mistakes can happen, I find it annoying that this was "discovered" just before the session. Rescheduled session for the 7th of October went through as agreed. I appreciate that the instructor had a very good technique of explaining (while chewing gum) how the body behaves as you move. In any event I found this session useful. On to the next one. The instructor was going on holiday for a week or so, hence the next session was not booked on the spot (frankly not quite sure why but fine, we'll revisit this once they are back). I messaged on whatsapp on the 25th of October. I got no reply. I rung the gym on the 27th of January 2023 and asked for a refund. I have been told that they are unable to help on the spot, however the message will be passed to a manager, and I should get an e-mail on Monday. So I waited ...two Mondays have passed and nothing. Moorgate is not my main club so - unless I am going to the pool to play swimming - I am generally not going there, but I decided I will go in and check if a manager can help. There was no manager at that time (in all fairness it was about 19:00 in the evening), however I have been provided with an e-mail address to contact this time. So, I did on the 8th of February. Nothing via e-mail. I did get a call (which again I missed) and a text from the instructor that we still have 3 lessons left and that they will be "more than happy to finish them" followed by "If can get some dates in that would be great. Phone me back". I don't want to go through with the 3 lessons left at this point (I replied stating the same). I followed up on my e-mail on the 13th of February. I've got a reply on the 14th of February advising that the person handling these cases has been copied in cc. The only reason I've got a reply was probably because I said I was not going to beg for a refund and should they not address the issue until Friday (17th of Feb) I'll tell my story on social media platforms. Well...here I am now: I no longer want any money back, I just need other people to know what could potentially happen when they pay for training lessons. I've also paid for 2 personal training sessions back in 2020 at the Broadgate. Covid restrictions started few months after and I cancelled my subscription. I did not ask for a refund then but no one mentioned it either. So this time I wanted to ask for my money back which lead to ....me wasting my time. Moral of the story: If you buy training sessions, make sure to set a schedule from the start, don't count on Virgin Active to do the right thing. And that you have the time and the willingness to chase Virgin' s employees to do their job.

Negative experience: Gym has good facilities and classes but management seems to be very poor. This is the dirtiest branch of Virgin BY FAR, dust and grime everywhere, are the cleaners blind!? Things always seem to be out of order, all cubicles in men’s toilets have been closed for 3 weeks and counting, heating is on full blast in Pilates studio and they can’t seem to turn it off. Classes get cancelled with no effort to find a replacement instructor, this never happens with other branches. While some instructors are good, the rest of the staff always look very disinterested in any form of customer service. They have gym floor classes with screaming instructors on mic that ruin the vibe for everyone else in the gym. Seriously Virgin, you charge A LOT, please get new management for this branch as it’s terrible and way below standards of other branches. Edit: one month later and still no clarity as promised, I am not surprised! Now they have yet again cancelled all reformer Pilates classes on Sundays (the only reason why I am a member of virgin active over other gym chains). Whereas other branches manage to keep consistency in their timetables. Please get management that care about this branch.

Positive experience: The gym area is good and well equipped however the changing rooms and pool area are dirty, there is always too much hair on the floor and often flies in the shower area. I don't think that is acceptable for a gym that charges as much

Negative experience: The place is a rather out of control. The specialty of this branch is class cancellation, usually with very little notice. I have had enough. The classes were good when they happened,. Time to move on to an other gym with better management. May be they should close that branch and let an other franchise run it better?

Negative experience: UPDATE - you can see a response from someone from Virgin Active promising an update... which never happened! Well, it took them a good 10 days to fix the toilet issue, not sure that is acceptable for any place providing toilets? UPDATE 18/03/2023 - today I got notification that there is no hot water available in the gym... NIIICE! I know cold showers are supposed to be good for circulation, BUT...! :-\ Overall a decent gym from an equipment and spa area perspective, BUT the locker room AND toilet hygiene is less than ideal! Very often you find a mess in the bathroom area (men's and women's toilets mind you - my other half reported issues that are even worse than the ones experienced on the men's side!!!) that doesn't get addressed for a long time - "Sorry, we're short staffed!" is usually the response! Well, this is not a cheap gym, so they should be able to get this under control! Latest example as of end of January 2023 you can see in the attached photos. The cubicles in the men's toilets broke on Tuesday. On Thursday there is still a sign up that they're broken. Well, there is an additional toilet area on the ground floor... nice to see what state that one is in (see attachments!!!).