Roko Health Club Gillingham

Negative experience: Paid for PT while a member of this gym, the PT left the gym owing me 10 sessions already paid for. The gym takes no accountability as the PTs are self employed. The gym itself is over priced and lacks options in regards to equipment. Opening times I think are too restricted as well, especially on a Friday and weekend, don't understand why closing is 1 hour earlier to the rest of the week as people don't get to finish work early just because it's a Friday. The weekend opens 1 ½ hours later as well so you can't get your workout done early so you can get on with hour weekend. Seems like it's done to keep costs down but other gyms offer a lot more for a lot less.

Fantastic experience: I love it here as it is a brilliant atmosphere. The gym itself needs some improvement, such as air con in the classes and lacking few exercise machines such as squats or hip thrust. Apart of that staff are amazing and people in the gym are also brilliant. Gym instructors like Mark (zumba,pilates etc, Tara and Jen are the best

Negative experience: I used to go to this club for more than a year. The facilities are similar to what you can easily find in cheaper clubs. They increased the membership fee significantly once during that time. When I decided to quit, they overcharged me with various excuses, even though I hadn’t used the club for the last three months! Their behavior was unprofessional; I was ignored many times, and they didn’t care about my concerns—they just wanted to collect money. I’m not happy and wouldn’t recommend this club.

Positive experience: Just went for breakfast with a member. Mediocre I have to say. The poached eggs were overdone. Bread was nothing special, just your standard brown. Capachino was fine.

Positive experience: Went for adult swim on a Thursday evening - left to go home at 8.50pm - was parked in overflow car park. My feedback would be to have more lighting in the overflow car park, I understand you cannot "light it up like Blackpool illuminations" but please take a walk out there evening time.

Fantastic experience: First visit, signed up today. Was quiet when I went back at 8pm which is nice.

Fantastic experience: A excellent health club with all you could ask for in equipment, sauna, spa and swimming pool. Very friendly staff, always helpful and encouraging. I am proud to be a member and feel that it is excellent value for money. I would recommend this club to anyone.

Fantastic experience: Use this gym regularly The yoga class is exceptional The machine and equipment are all well maintained and top of the range

Negative experience: Went to a function there, very disappointed as it was so cold, had to keep my coat on. They should have put the heating on. Also, was served flat diet coke from a large bottle that must have been opened a few days' should. Very disappointed, would not recommend for functions.

Positive experience: Decent gym Needs a second set of dumbells Swimming pool is decent however the floor can get a bit dirty sometimes and its rather unsettling Staff are all very nice

Negative experience: Waste of money- classes are HORRENDOUS- zero ambiance imagination and diabolical playlists. Have all new equipment which you can’t log into and will be fixed……when they can afford it! Staff are lovely -is the only good thing I can say about this place. Roko is not a value gym or an elite gym it places it’s self somewhere in the middle- it will never beat the more exclusive gyms but also offers very little more than a pure gym membership - don’t waste your time and money go elite or go budget this tried to hit middle ground and completely missed!

Fantastic experience: From our initial decision to join after looking around to the thorough induction and Qigong class we've already attended, our experiences so far have been amazing. The one thing we've noticed is the friendliness and professionalism of the staff. It is clear that they take an interest in their clients' well-being and are always willing to help. Unlike some gyms we've been members of, everyone here is enjoying being here and doing a good job. I am so looking forward to my sessions here. Thanks to everyone so far.

Negative experience: Joined the gym because at the time my employer was going to pay half of the expensive direct debit as a recruitment benefit, but then I left that employment & was left with the expensive direct debit myself. Just before Christmas, we were all emailed to advise they were increasing the monthly payments even more, so I was paying just under £60 a month for a gym membership. Despite having a log in for the equipment, it was very rare I would be able to log into all machines to record my workouts & normally had to log in as a guest. Most of the time equipment wasn't even working properly. 1 of the leg machines was actually out of action for 2 & a half weeks without being fixed. 1 of the cross trainers was also always wobbling whenever it was stood on, with another cross trainer just going from resistance 2 to 25 on it's own without being able to turn it down. There was barely any free weights, so I would always have to wait a long time or use weights above or below my norm to just be able to complete that part of my workout. At one visit, I was approached by a random female PT who I'd never met before who felt it appropriate to disrupt my workout (even though I had obvious headphones on), to tell me I was doing the machine wrong & how she could help me. Then began pushing her PT sessions onto me & wouldn't leave me alone. Upon then being able to leave the gym, I discovered that 3 sessions are £99 on top of the already expensive monthly cost. This is ridiculous considering my new gym gives you PT sessions included in the price. Upon my last few visits at the gym, the ladies toilets had a light with no bulb & there was an open space under one of the sinks with a bucket sitting underneath clearly indicating some form of leak. For weeks the weight machines against the right wall were pulled forward away from the wall, limiting the walking space between those and the cardio machines. All of the TV's were stripped off the wall and the painting of one single wall then took weeks to happen. It was very frustrating during this time to be on the leg machines & have people walk into your legs mid workout as I was raising or lowering. On one occasion, I was in the ladies toilets and over heard a conversation between 2 female cleaners where they said reception had been told to 'smile more at customers' - advice I don't think was taken on as I was never greeted. However, I will give credit to a very young girl on reception who was always saying hello and goodbye & was very welcoming in comparison to everyone else. I don't know her name, but she wears glasses and deserves better. 1 of the male cleaners had a weird obsession with wanting to clean equipment when people were actually using it. I cannot count the amount of the times he was hoovering machines literally under my feet, at 1 point it almost caused me to fall off a treadmill. On 1 occasion, it was bucketing down with rain & hail. I approached the gym doors to enter & the automatic door did not open immediately. Rather than come around the reception desk to open the door for me, or press a button behind the desk, 2 of your members of staff just sat there looking at me whilst I was getting soaked. 1 then stood up & kept moving her hands in a shooing motion, but not mouthing anything or again coming to help me. The impression I was given was that the gym was shut, it was not. After 5 to 10 minutes of me standing outside in the pouring down rain & hail, & being very drenched, 1of the receptionists finally decided to come to the door & open it for me. However, this receptionist did not apologise or even acknowledge me, they simply opened the door & turned around to the other receptionist & said 'it's pouring out there'. Ultimately, I have since found another gym that is charging me as little as £15 a month, and it offers the exact same equipment, classes etc - and it's even more emphasised me to question what warrants Roko charging so much for literally a gym and a pool.

Negative experience: I was a member of this gym for close to 10 years, in COVID I cancelled and rejoined 6 months later on a higher price. The salesperson assured me that I would get a discount the year after for loyalty. However he left and their was no record of this. We were also approached by a personal trainer (Jenny) who asked what we enjoyed doing, we told her and she did the complete opposite telling us it would work, I lost about 2lbs after 'investing' about £600 for me and my wife, she then told us another 10 pack would do the trick. It didn't and we were down £1200. We followed her program but it didn't help, since leaving I've joined a cheaper gym with trainers who want to help and not their just to cash on. My advice would be to avoid, especially getting a personal trainer here.

Fantastic experience: Fantastic staff, always polite. Gym facilities have everything you need for a good workout with Swin, steam, and sauna for after.

Fantastic experience: I absolutely love this club. Everyone is lovely and Clinton's Combat class this morning was amazing

Fantastic experience: So far all staff have been polite and professional love. The top of the range equipment and lots more to explore yet ,,, but the sauna steam room and chakoosi are great for after your workout

Negative experience: Avoid! Over priced and will find any way to squeeze all the money out of you even after moving thousands of miles away from the gym, awful service especially from Nicki. Save yourself the stress, there’s much better cheaper alternatives than this place.

Negative experience: Joined in April 2021 and the sales person had me signing the contract by offering a “price for life” stating it would never increase unless I left and rejoined. Now I get an email saying my payments are going up and when I question it I’m told they can’t confirm what the sales person said as they don’t work there anymore but that this wasn’t actually in my contract terms. I told them I don’t agree to the new price and asked to leave only to be told I’m tied to a 3 month notice period despite being outside of the original 12 month contract. They’re quick to email demanding my money but now I’ve asked to see the actual contract I signed suddenly they’re dragging their feet. Reception staff I spoke to initially on the phone sounded like random gym members who picked up the phone and didn’t have a clue, giving me wrong information that managers later had to apologise for. I’ve heard from a large number of others who’ve had the same sales tactic used on them and then had issues when they complained about price rises, yet management are acting like I’m the first with this issue. Absolutely idiotic, useless, money grabbing team who are only interested in whatever extra pennies they can squeeze out of people. Forget keeping the changing rooms warm, or the jacuzzi clean, or bogies off the walls of the showers, they don’t care. I’ve helped a struggling child in the pool because there was no staff around, seen pregnant women in the jacuzzi, and during Covid restrictions the facilities were often overcrowded with staff not giving two sh*ts. They are about tying you in and nothing more.

Fantastic experience: Excellent spacious clean gym. Not too busy. Plenty of equipment free weights and machine.Nice and warm swimming pool area. Friendly staff and nice comfortable environment. Definitely recommended.

Fantastic experience: Just re-joined after a long break

Negative experience: Awful service years of membership and no loyalty back issue with membership forces me to find a new gym

Fantastic experience: Good place to exercise and not too expansive.

Fantastic experience: My daughter treated us to a full body massage. I am currently suffering with a bad back and did not know if I would even be able to have my treatment! I explained everything to the lovely Rosa who reassured me that I could have a modified treatment, taking my back issues into consideration. I had the best full body massage ever. Rosa worked with me the whole time checking that I was comfortable. The treatment room was cool and private. A little oasis of calmness, gorgeous relaxing scents and a tinkling of music... Wow beautiful. Thankyou Rosa you were professional and amazing. I had never had a full body treatment before... I loved it and yes I will be back... Soon So if you've had a tough day treat yourself and book an appointment. It will be the best thing you can do for your body... your mind and well being.

Positive experience: Great gym and lovely staff.

Fantastic experience: Very clean friendly club.

Negative experience: Discusting service its all about the money someone very close to me caring for there terminal ill mother and unable to attend genuinely obviously due to caring for her told we have no compassion so pay or we will prosecute you discusting ! Being im also a former member find this unacceptable 2 SESSIONS COSTING £1200 hope you can sleep at night !

Fantastic experience: Clean and friendly environment

Negative experience: As long as you are a paying customer, it should be fine. However, there was a few issues from lock down to when I decided to leave. When gyms first reopened but classes were not allowed, Roko in Gillingham charged full price for their membership even though I only ever used the classes for fitness. When I informed them I was was told they did live sessions online. This clearly only works if you have the space which I don't so it was basically tough luck. When I left the gym due to relocation reasons, they still insisted on me paying for their membership for two months, instead of the three, "as a gesture of good will", even though there was no way I could use the gym anymore as I left the area by a considerable amount. Straight away, they insisted they would use debt collectors if this wasn't paid. Stay away and use Tennis Avenue across the road.

Fantastic experience: love the place

Fantastic experience: Great gym etc just a pity it's not pensioner friendly price wise. Great equipment for all.

Negative experience: By far the worst music ive ever heard in a gym.

Positive experience: Following the clubs freshen up across the equipment upstairs in the machines and free weights area, I would say the club has vastly improved. I would like to see an inclusion of a bumper plates kit set up - just to tickle my Olympic weights wants/needs. *Update* The lockerooms and showers are the neglected element of the gym which is a shame The pools temperature is alright. And the cold/warm shower intermittently works. Membership prices need to come down to reflect the conditions or investment is required to bring it up to it's correct standard.

Positive experience: Gym is good! Good quality machines that are also new: The gym is very well maintained. Only thing I would critise is the music and closing early. The music in the gym in awful; It’s not very up to date and is quite off putting during a workout. The website also states a closing time of 10pm however people are forced to leave around 9:45/9:40pm and the swimming pool 9:30pm. It's understandable that everyone wants to go home but if people are paying on average £60 a month I think the gym should close the stated closing time which is 10pm. Therefore customers should be put as a prority rather than staffs home time hours.

Positive experience: Good layout, plenty of facilities, lack of dumbells and too long to make repairs

Fantastic experience: Very clean and spacious gym with good equipment. Just had another refurb and the place looks great inside. Lots of facilities such as pool, sauna, showers, cafe.

Negative experience: Avoid at all costs,customer service is terrable,if you have an issue you get no responce,has been the worst 40 pounds i spent every month,at least i am near end of the contract they bind you to,get ill and cannot go or afford,well there responce is we will lower amount till you can afford to pay regular payments,no contact to see what problem is or any compassion just we want money till end of contract,Better gyms around to join if you want a better expeirence and less stress,if you do join read that year long contract fully dont be quick to sign as my mistake...

Negative experience: Gym is looking very tired and in desperate need of refurbishment... some showers don't work and most of them broken in some way. They all feel very grubby...

Fantastic experience: Very nice place not to busy, friendly staff, easy to join, not much paper work to fill in

Negative experience: Allowing staff to show new members around pool side with shoes on ( no plastic covers) plus new customers filming inside pool on their phone brackes the rules!

Fantastic experience: A very friendly atmosphere and warmed water to swim in. Cafe on site with plenty of comfortable seating.

Fantastic experience: Very modern equipments

Negative experience: Please avoid Roko Gillingham for your own sake! The customer service is almost non existent; they changed the duration of my contract without agreeing that with me, when I tried to discus that (it takes them 2 weeks to reply), they started sending me intimidating and threatening messages, see below: "Failure to settle your outstanding balance may result in your account being passed to Credit Resolution Services (CRS) for the full outstanding contractual balance; this will incur additional charges from CRS" So, if you don't like being threatened, and like a good service, stay away from this branch of Roko

Positive experience: Good quality gym. Nice swimming pool, sauna and steam room. A little shabby decoratively but that’s bearable. Only downside is the fact that 90% of the lockers are permanent locked (aparently this has something to do with covid,but it doesn’t make much sense)

Fantastic experience: Good gym

Fantastic experience: Good gym. Good facilities.

Positive experience: Great 1 to 1 consulting from instructor

Fantastic experience: Great gym. Been a member for 6 year. Lots of new equipment now.

Negative experience: I’ve held off from reviewing Roko but with there response to COVID-19 and the way they have treated the customers it’s made me want to. Poor pool maintenance even basics like the chlorination of there pools, would not recommend using them, if they can’t do the basics of day to day running right how can they make it COVID-19 safe ? Definitely not thinking about the customers who are at risk or living with elderly relatives would not take anything into consideration and are making you give the full three months notice. Yes they have frozen the monthly DD but would not take notice during lockdown even though they responded to my email.

Fantastic experience: We are a couple of golden oldies and enjoy belonging to this club and have been members for over 18 months. The facilities are very good, the staff and other members are friendly and the classes are excellent and professionally run. The very best aspect of the club for us is Ron, who takes the 'Over 60s' classes, among others. He has a great personality, his classes are amazing, he motivates us, challenges us, but provides alternatives if we are are struggling with a specific exercise. He knows everybody's name and makes us feel as if we 'belong'. He is supported in his sessions by his lovely wife Barb who is an asset to his classes. We feel so much fitter since he took us in hand. As long as we have Ron's classes to attend we will remain members of this club.

Fantastic experience: My daughter loves having swimming lessons here with Hannah. She has progressed so much since starting 1-1. Changing rooms always clean, no strong chlorine smell either. Friendly staff on reception.

Fantastic experience: Jade from the beauty salon has given me the best wax and treatments I’ve EVER had. Such a lovely lady too, makes you feel comfortable and at ease. I’ll be back!

Negative experience: As I am not member I asked to get a day pass or something like that which the girl in reception said that they don't do.Then I remembered that they used to do a two weeks membership and I asked if they still do it and they said they don't .Then I asked if I can get a membership and receptionist said that there's no salesperson here and they are usually here in the morning.Looks like there's no option for a non member.WHAT A MANAGEMENT. What a marketing and sales strategy.

Fantastic experience: This place is incredible. The classes on offer are amazing. So much variety. It’s such a family oriented place. The staff are so welcoming. Very friendly and incredible place. So pleased me and my children have joined. Best decision I made.

Positive experience: Everything is great what I can see, apart from the website where you can't find the membership costs without calling them, which is annoying.

Positive experience: Always a problem with steamroom

Fantastic experience: Great gym.

Fantastic experience: Went to have personal training sessions to lose weight tone up etc/Wonderful knowledgeable instructor helped me to achieve realistic targets over 6 months .Nothing was too much trouble

Negative experience: Our family wanted become member of this gym. We decided to try it before. We are not people who usually complaining but swing pool place and saunas are too bad..... they want to call it - SPA.... common - it is not SPA ......... Changing rooms were really really cold. Same cold was resting area near swimming pools. I met some members who said that in winter time there is always so cold, because "spa" save money on heating. Nice - savings for gym, goosebumps and cough for members :) every little helps :) Our son who is 10 years old wanted to go in jacuzzi bathtub, but we found out that kids under 15 is not allowed to go in sauna, steam room, and jacuzzi bath. Thats mean by rules - he has to stay in cold area and enjoy winter "spa" :))) We decided to go in jacuzzi together with our son despite of strange rules. More ironically was that jacuzzi has cold water......but anyway warmer than air , but one on staff came and said that - "sorry, kid is not permitted to go jacuzzi".... why? answer - "because jacuzzi is too hot for him" :D :D :D there was one man is jacuzzi bathtub already and he started to lough loudly - "ha ha ha too hot.... " he said he was about to ask staff to check why water is cold, and now heard that it is too hot for 10 years old boy . More over saunas and changing rooms have smell of mix of chemical and sewage. I don't know about gym as didn't try it , but "spa" is disaster !

Negative experience: Now the whole point of me joining your gym was for me to easily document my journey in strengthening my core while having myofascial pain syndrome ( chronic pain). That's why I only really ever attended the pool, pilates and gym classes they seemed to have the most frequent. But the experience was more frustrating than I would have liked it to be considering the amount I was paying £62 per month. Classes we constantly cancelled to the point where I had to write a complaint to the gym manager who never responded. The reception staff are not helpful as they never seem to know who to go to or talk to, to get answers. a lot of the time they are just twidling their thumbs doing nothing. Also they got to my address and phone number were inputted on to your system incorrectly. Which meant they were sending threatening letters and calling an incorrect number ( had an extra digit) with out even realising it. When I confronted them about this a reception staff 'trey' told me I was lying until i showed him a copy of my form I'd initally filled out. There was no apology for the accustation or poor service. If you think you're getting more with this gym because your paying more you're sadly mistaken. Ive been to Pure Gym in the area as well and although it does not have a pool it is far better and value for your money. they also dont have any sly contractual clauses like this gym does ( they charge you £20 id you cancel a direct debt) . Stay well clear of this gym chain.

Negative experience: Expensive and shi* Staff are useless. Avoid.

Fantastic experience: Went there with dad for his physio session looks good.

Negative experience: Customer service is lacking, just after as much money as they can get

Fantastic experience: Used to be a member. Lovely place to go and relax and do your thing!

Negative experience: Disgusting customer service. Will say anything to get you to sign a contact and make it as difficult as possible if you need to leave. Average club would look elsewhere.

Positive experience: Good place to be. Recent additions and changes have made it a much better gym. Generally very tidy but can sometimes be let down with weights being left everywhere. It is very expensive but it keeps the riff raff in places like Puregym haha. Staff are very helpful & friendly. Only thing that lets it down for me is that it would be better if it opened earlier...say around 5am.

Negative experience: No trial guest-pass, 3 months minimum and still £50/month for off-peak hours only. Very poor value... PureGym in Chatham is £15/month with no minimum contract for example.

Fantastic experience: CCS start

Fantastic experience: Great club, good atmosphere ,good equipment and helpful staff

Positive experience: <>