Virgin Active

Fantastic experience: Love my new gym!

Negative experience: One towel- one star. Stop fighting with your costumers!

Negative experience: Never join this gym!!! Absolutely stupid changes with towels and wristbands policy. Dirty, mould, soap dispensers and shower hardly works. Steam room smells like garbage bin! Management don't give sit" and costumers compliance!!!

Fantastic experience: The place is always clean and the staff very friendly. Lots of equipment and a good variety of classes. I am very happy with the Gym.

Negative experience: This place is a joke. The most expensive Virgin Active in London and they don’t seem to be able to sort their staffing well enough to open the pool more than about every other day, randomly closing it all the time!

Negative experience: I have been a loyal member of Virgin Active for quite some time, but I am very disappointed with the recent changes to the towel policy. Previously, members had easy access to towels in the changing rooms, which made our experience much more convenient. However, now we are required to go to the reception to collect towels, which has become quite inconvenient. This new process is not only time-consuming but also uncomfortable. We often have to wait for the receptionist to become available, leading to longer waits than before. This change has made my visits less enjoyable, especially as someone who attends multiple classes weekly. I expected a higher standard of service from Virgin Active, and this new policy feels like a step backward. I hope management will reconsider this approach and restore the previous system for the comfort and convenience of all members.

Negative experience: Absolutely appalled by how far Virgin Active Mayfair has fallen. For the outrageous price they charge, now creeping close to Third Space, the value is laughable. The showers and changing rooms are constantly filthy and the whole place feels unhygienic. It’s bad enough that the cleaning standards are so low but removing towels from the changing rooms? Genius. Now I get to witness people sitting bare in the sauna. The already questionable hygiene has hit rock bottom. Most of the great instructors have left and the few decent ones still around have their classes booked out within minutes. Good luck getting into anything without camping on the app. Reformer pilates beds? So old they probably belong in a museum. And don’t expect to actually get a proper workout in. The gym is insanely overcrowded in the last couple of months unless you’re planning to double your gym time waiting around for machines don’t even bother.

Negative experience: 1 towel = 1 star I first became a member of Virgin Active almost 10 years ago. Since then, the prices have increased frequently, and conversely the standards across the board have declined rapidly and radically. The showers rarely work. There are constant issues with the showers. There are consistent problems with the steam room, with it often smelling of urine. This is not acceptable. The lights in the sauna have not been working since December 2024. The unlimited towels was one of the main convenient benefits that I enjoyed about Virgin Active. Now, we have been restricted to 2 towels each. Prices are increasing again on 01/04/2025. Virgin used to be a ‘premier’ health club and a good community for people to connect with. I used to feel genuine pride to be a member of Virgin Active Mayfair. I cannot remember the last time I felt this way. Things always change in life. But, when the changes are consistently for the worse and prices increase, there is no longer a fair exchange. Why would a person with any common sense exchange a Bentley for a rickshaw ? FYI - The customer’s represent the Bentley and Virgin Active represents the rickshaw

Negative experience: Do not join!!! You’ll pay premium monthly subscription prices (above £170 per month locked in for 1 year) for basically a very basic gym with plenty “out of order” services. Few examples: - a 45mins weight training workout takes 2 hours given most equipments are busy between 5pm to 8.30pm and 6.45am to 9am as well as between 12pm to 2pm. - lack of gym equipments despite recent updates. - queue at reception to get a small “workout” towel - queue at reception to get your “shower” towels after your workout, limited to 2 only. - pay £7.50 to use the locker if you forget your wristband - steam room has not been working for 2 weeks (no repairs despite several complaints to management). when it works, it is smelly and mouldy. - sauna crowded most of the time and temperature sub optimal - men shower cubicles disguting and mouldy - Bring your shampoo / shower gels as dispensers in the shower cubicles do not work properly - staff will kick you out 15mins before actual closing time so have to stop your workout 30mins before closing time. - The café is super expensive with minimal seating area - super rude staff members and don’t care and won’t address your concerns if you complain. - some members were told to leave the club if they wish to when they complain about sub optimal services. I could go on…but i’m sure you get the point. Puregym is better value for money than Virgin Mayfair!!

Negative experience: I think it’s time to cancel my membership… I recently unfreeze my membership just to find out there is a massive renovation works. No communication from VA absolutely nothing… if I would know I will extend my freeze. When I called customer service with complaint they said you can use another gym… excuse me? VA are u gonna pay for my transport to get to anyother gym? I’m allergic and I can’t be in the place full of dust from works. They offered me a guest pass or reward in my app for inconvenience ABSOLUTE JOKE. Now I’m reading reviews regarding towels this place is becoming worst then 50£ gym I hope the Third Space will eat them alive. I will upload dew photos from the changing areas and shower because this… I can’t even describe HEALTH HAZRD

Negative experience: A Declining Experience: Virgin Active Mayfair Is No Longer Worth It Virgin Active Mayfair, once a premium fitness destination, has spiralled into a shadow of its former self. What used to be a great high-end gym with quality facilities has now become a frustrating, unhygienic, and poorly managed establishment that no longer justifies its hefty membership fees. Hygiene Standards Have Collapsed One of the most glaring issues is the appalling lack of cleanliness. Showers are frequently grimy, with clogged drains, soap scum, and a lingering damp smell that suggests deep cleaning is either sporadic or non-existent. The changing rooms are no better—locker areas are often littered with used towels, empty water bottles, and hair clumps. The state of the steam room is equally dire, with uncleaned surfaces, sweat stains, and a general feeling that these areas are not being properly maintained. For a gym charging premium prices, such neglect is unacceptable. Towel Rationing – A New Low One of the most baffling and infuriating changes has been the introduction of a strict towel rationing policy. Members are now restricted to just one towel per visit, regardless of whether they are using the pool, taking multiple showers, or attending back-to-back sessions. This is particularly absurd given the already questionable hygiene conditions—forcing members to reuse damp towels only exacerbates the discomfort and sanitary concerns. For a gym of this supposed caliber, it’s a laughable and frankly insulting cost-cutting measure. Refurbishment Disaster The much-anticipated gym floor refurbishment was meant to bring improvements, but instead, it has left members with fewer benefits than before. The process was executed with little regard for member convenience, causing months of disruption, and the final result has been underwhelming at best. The layout is now more cramped, equipment is still limited, and the changes appear to have been made without any logical consideration of what members actually need. The “upgrades” feel superficial rather than substantial—more about appearance than functionality. No More Wristbands – A Needlessly Inconvenient Change Previously, members could borrow a wristband if they forgot theirs, allowing access without hassle. This small courtesy has now been removed, replaced with an inflexible and unhelpful policy that leaves members stranded and having no option but to purchase a new band at £7 if they forget their band. Instead of fostering a customer-friendly experience, this move just adds another layer of frustration. (also unhelpfully told to keep the new one as a spare !) Revenue targets must be tight if £7 is helping !! Final Verdict: A Gym in Decline Virgin Active Mayfair has lost its way. Hygiene is poor, amenities are diminishing, and service is getting worse. It’s a gym that charges premium prices while delivering a subpar experience. Save your money and look elsewhere. The new operator opening at the old House of Fraser building will surely be the only winner in the long run.

Negative experience: I’ve been a member for about 20 years (even before the Mayfair club was owned by Virgin) and I can say with confidence this is the lowest point this gym has ever been at. Moldy, drippy showers, atrocious cleaning standards, lightbulbs don’t get replaced for months, horrendous music, a new and surely expensive refurbishment recently that didn’t fix the most basic problems. Too many issues to list here - but all crowned by the recently instituted policy of having to pick up towels at reception - unhygienic, inefficient, insulting to members and frustrating beyond belief. Zero stars would be a more appropriate rating.

Negative experience: Very sad to find out that prices have increased. The new layout isn’t revolutionary. Now we have to wait for our turn in reception to have towels like a much cheaper gym. Staff is very nice though.

Negative experience: By far the worst gym I have ever worked out in. Just in last few months, they have: - rationed the use of towels - closed for over a month the whole cardio area and a large chunk of the gym floor…and that in January, notoriously the busiest month in any gym worldwide. - rearranged the gym floor in most irrational way after a so-called “refurbishment”. - increased the price of subscriptions. Moreover, hygiene is not the gym’s main strength at all: showers and toilets are always dirty. Not to talk about a steam room never reaching an acceptable temperature or lockers kept by customers for entire months with no control whatsoever by the staff. In brief, avoid this gym at all costs.

Negative experience: Having to collect towels is just tacky and insulting cost saving moves to members. Management will use sustainability as an excuse but we all know its just to cut cost.

Negative experience: There is no hot water in the shower today, the jacuzzi water is cold, no towels in changing room and unprofessional and rude staff. Very bad experience today with the annoying sound of drilling and construction inside gym

Negative experience: Health and safety don't seem to be a priority here, so be cautious of their warning signs—management is always right! It's a good idea to review their rules and regulations, as you might hear from others about how poorly members are treated by management, which could even be a breach of your contract. Additionally, you'll now be charged for wristbands—no more borrowing them. If you find your wristband, you can return it so they can resell it to someone else. Seriously, this is not a joke thats what I been told by the lady at the reception. Picture attached from similar experience from another member, as well as rusty lockers, taped signs and no more towels in the changing rooms, If you can even call that a weight sled for adults and squat rack with black panels on the top instead of the bottom so you won’t look at yourself?!. Nice work Mayfair VA!

Negative experience: Unfortunately the quality of this gym has been steadily falling over the past few years especially in terms of cleanliness and facilities. The female toilets and steam room are particularly gross, out of the 4 available, generally only 1 or 2 are operational and in a state that you'd find at a bar or cinema. The steam room is always littered with clumps of hair and not sure if it gets cleaned more than once a week. From Jan 2024 they've also made the pool and jacuzzi much colder so even after 20 laps, you're feeling cold in the water! Addtionally, they've slowly removed all the add ons they had, the latest being a restriction on the number of towels one can use. How they can call this the flagship premium gym and charge over £200 for their appalling service beggars belief. The training staff here is of excellent calibre so moving on a different club does mean losing access to them. But after 10 years of membership, honestly they're the only reason to stay on. The support staff are a mixed bag. Some are helpful and friendly but are clearly just fed up with the litany of complaints and their inability to do anything about it. Hopefully they will actually listen to feedback and sort their issues out, else many will either go to gyms offering premium service in this price range. OR move to cheaper gyms offering better or at par service.

Negative experience: I’ve been at the Mayfair club for over 5 years now and on the whole it’s a great gym. A tad expensive compared to other clubs who offer a bigger layout and more variety. Unfortunately, it’s come to a point where I have to consider an alternative gym. The last straw was the towels being removed from the changing rooms and having to ask at reception. I’m sure Virgin will reply with a vague comment at best , thanking me for my feedback and the relevant information will be passed on but let’s be honest. Nothing will be done. The showers are dirty and some don’t work. Probably the only real positive is the front house team are welcoming with a smile

Negative experience: 1 towel = 1star

Negative experience: Premium rates, but a not so premium experience. Trainers are decent, but the club has seen a fairly consistent decline over the last few years. The refurb was poorly managed for customers.

Negative experience: Place seriously going downhill. Decide to refurb in Jan at their busiest time so been unusable for the last few months - who on earth decided on those timelines! No mention of any discount or even a guest pass - they say we can access other clubs while paying a higher rate for Mayfair, yeah that seems totally reasonable. Hot tub always lukewarm - VA say its due to Health and Safety but its just another reason to save money. Optimum temp is 38-40c, VA now heat across their estate to about 34/35. its called a 'Hot Tub' for a reason. I want to relax in a warm tub post workout with bubbles that work. When asked on when its going to be fixed the Life Guard replies saying 'soon'. Some of the staff are really nice, as are the PTs. One PT in particular is arrogant, uses two machines at peak times for supersets etc. Other day he was working out and decided to take up two benches, he was using one for his phone and coffee cup and when someone asked if he was using it, he said 'yes' - sorry mate we are the paying members not you. You do not need a bench for your phone. The whole new set up does not work. It was a good idea moving the Grid class into the studio because it was way too loud and intrusive. They should have left the grid how it was and just added some squat racks in there. They now have a section just for PTs and the weights area has the same equipment just more spread-out with horrible bright lighting - it feels like a council run gym and why is the cardio section so small now when it was always busy previously at peak times. Who thought of that, cardio section busy, here's a plan lets cut it down by half to make room for a dedicated PT section. Changing rooms often dirty The last straw - Decide to remove the towels from the changing rooms because too many were being used, say its from a sustainability perspective - not its not, just another cost cutting mission and treating us like children allowing us 'one towel' - yeah that's really nice for me to have dry myself down with a wet towel after sweating my a**se on it in the sauna and steam - really nice way to end my workout in this 'luxury establishment' VA have become a joke its actually embarrassing now.

Negative experience: 1 towel = 1 star. I have been a member for over 10 years and unfortunately the level of service is on the serious decline. If the instructors weren’t so great I would have left a long time ago. Pull yourself together VA and start treating us like customers!

Negative experience: Here are all the reasons why you should visit Virgin Active, and Mayfair in particular: 1. They cancelled their music license so you only get to listen to the same SHITE elevator music. On REPEAT. In every class. 2. You now have to get a towel at the door and its limited to 1 per person. For the monthly fees, this is ridiculous. 3. The jacuzzi no longer works because they 'LOST THE BUTTON' to turn it on. 4. If there's no LIFEGUARD, you can't sauna. Unbelievable. 5. Staff sometimes don't pitch up in the mornings, so they just close the pool with no notice. 6. When they moved S&C into its own room, they removed the skill mills - effectively ruining a great class and making it unfriendly to those of us with back issues. The manager flat out lied and said it was 'never' part of the program. Considering their are skill mills in the Kensington dedicated S&C room and have been for years - that's completely untrue. (Also Aldgate and Strand, but since removed). 7. The new gym floor layout is horrendous. To get to the women's changing room, you have to go through a GAUNTLET of people facing the path - and exercising - from both sides. Treadmills on one side, leg machines the other. Its absolutely awful to feel under a spotlight as you enter. The energy is incredibly masculine, and its very intimidating. 8. Don't bother paying for a permanent locker, they NEVER check if you lock your things in and keep them there without paying. And they don't listen to those of us that complain about it. 9. I have asked for more plug points in the women's bathroom for those of us with personal dryers. Its been 3 years of asking - finally they said they would do it as part of the bathroom renovation.... The 'renovation' just happened. They painted the wall. Congratulations. As an an added bonus, they have raised my membership in both September, and now again in March 31st. They now think that the cost (to me) is on par with Third Space. You're kidding yourselves if you have anything NEAR their value offering. Oh, and they both raised the price of PT, and decreased their PT's wages in a new 'contract negotiation' that happened over December - Feb 2025. Feels like the club is on the decline and they are desperately trying to claw back money. What they need to realise though is that these cuts to facilities are driving old members away and disincentivising new ones. I have more to say with regard to management, staff, hygiene, showers not working etc but I will leave that to your imagination. Good luck Virgin Active. You need it.

Negative experience: This particular club is in a state of decline. The Jacuzzi has been out of order for a week, and the sauna is turned off in the morning when members are inside without being informed. If there’s no lifeguard, the sauna is closed, and members aren’t notified via SMS or the app. Management is rarely available to address issues, unlike Kensington. Sasha is dishonest about the class setup, claiming it’s the standard at all other gyms in the group, which is clearly not the case. It’s easy to visit another gym to verify her dishonesty. The new layout is probably the worst in the Virgin Active group (I’ve been a VA member for over 20 years). The new towel policy needs serious rethinking; it’s not streamlined at all! The app hardly works when trying to claim a reward at Kauai for a voucher that was just issued. In contrast, Kensington immediately resolves these issues through management, and you receive your free drink. Mayfair makes promises, but months later, you’re still thirsty, waiting for your free smoothie.

Negative experience: Possibly the only luxury gym in London where getting towels is a pain, having to walk to reception to ask for it, hoping that someone is there and not just with other customers. Other than that, the gym has new equipment but low ceilings and it’s quite crowded. Some very basic equipment is missing and requests for simple things like belts are never met

Negative experience: 1 towel 1 star

Negative experience: 1 towel = 1 star First - trainers weren’t allowed to play their music, then - no treadmills at s&c classes, now - towel rationing.

Negative experience: 1 towel = 1 star Nothing ‘luxury’ about this club at the moment.

Negative experience: I recently visited Virgin Active, excited to take advantage of their day pass. I had to walk around for two hours, navigating buses to reach the gym, only to find out that they didn’t actually offer a day pass. This was really disappointing, especially since I had planned to enjoy my night there. While the facilities looked amazing and I could tell that the atmosphere would have been great, the lack of access left me feeling let down. It’s a shame because I had such high hopes for my visit. I hope they can clarify their day pass policy in the future to avoid this kind of disappointment for others.

Negative experience: I am extremely disappointed with the current state of the gym. Over the past few weeks, it has essentially turned into a construction site due to the much-needed refurbishment. While I appreciate the effort to improve the facilities, the management has completely disregarded members' well-being. The loud noise and constant disruptions make it impossible to work out in peace. When I raised this issue with a staff member, I was met with a shrug and told that nothing could be done for another month. This response shows a lack of consideration for paying members. It's frustrating to see such poor planning and communication, especially when we’re still paying full fees for an unusable facility. What a waste of money!

Fantastic experience: Mayfair club is great. Towels are fluffy. Sauna is large and hot. Hydropool/jacuzzi is big. Swimming is good. Staff are very friendly.

Negative experience: Disgraceful operation, badly managed and have no consideration or respect for members. I’ve had numerous problems issues with this place over the last 12 month. But most recent, innocently forgot my wrist band today ( I go to the gym at least 3 times a week) and maybe forgotten it 2/3 times over course of 12 months… Trying to gain access, had bad attitude from lady in reception, saying “we’re very busy and got lots to do than let people in who have forgotten their bands” and “it’s funny how people don’t forget their bank cards” What a ridiculous thing to say especially when they have shut down have the gym for refurbishment which is reducing the facilities for the HIGH PAYING members!!! Next I go down stairs and asked to borrow a gym band to use the locker… Told can’t give it out anymore you have to buy one as other people don’t return them… As I don’t need another one I don’t need to buy one… they insisted saying it’s their managers rule and they have to stick to it… The band is £7…. As I don’t need one, I will give you £10 or bank cards as security deposit and I will return it… still no despite there being no risk but actual gain if I don’t return the band… employees afraid to use judgement, common sense and customer service… so it’s only down to idiotic management! The fact that they want to sell is just a cheap way to making money, nothing about security or prevent losing bands as I’ve offered more than the value as security… Crappy management no sense of customer experience whatsoever… Remember this is a Mayfair club £200+ per month membership 2) during the summer like every other year I have friends come over wanted to use the gym facilities…. Despite coming in with a full paying member, they insisted that both friends pay £100 joining fee each plus one month membership… management refused to show any empathy, crappy attitude and just wanted to get away from conversation… claiming they have no discretion which is pure nonsense for a location manager… Having been extorted with crazy fees… after their membership had expired, they had the audacity to contact my friends to say you can rejoin without a joining fee!!! How about don’t take the pi$$ first time round and people may just keep memberships longer 3) the place is falling apart, the men’s changing rooms are disgusting always leaking always problems, machines constantly broken 4) cleaning staff have no consideration for members and training. The amount of times I’ve had them trying to vacuum clean and mop around me in the midsole of exercising, not only it’s distracting it’s dangerous!! 5) the abundance of personal trainers is ridiculous… but it is what it is… But the most annoying thing are one when training put their stupid phone on to record their training and telling members to walk around and mind their space while they are recording…. The place is going under major works at the moment reducing space and customer experience… yet the management and team double down on their lousy lame cheap and stingey customer service…

Negative experience: The experience at Virgin Active has been disappointing lately. Booking guest passes for classes has become unnecessarily difficult. Despite being instructed to use the chatbot by staff over the phone, the process was ineffective and wasted half an hour of my time. The quality of service has declined, and the club no longer feels like good value for money. Prices have steadily increased, yet the facilities and offerings remain stagnant. For a club that markets itself as premium, the experience feels far from it. The jacuzzi is rarely hot enough, and the steam room isn’t up to par either. Additionally, the class variety is limited and quite repetitive, which doesn’t align with the expectations of a top-tier fitness club. Since yesterday they are also restricting towels to one per person- you’re expected to gym with the towel, use it in the sauna and then to shower. Needless to say everyone was furious at the club and many people were discussing about going to third space yesterday. Also note that they jacuzzis has not been working a week at this point. Heard that they are not paying for Spotify either so music is not great during classes .. Overall, it feels like the club isn’t meeting the standards it once did. I’d recommend looking elsewhere if you’re seeking a truly premium gym experience.

Negative experience: extremely rude staff, close cafe and gym early all the time and membership / sales team extremely unreasonable and snaky. be very cautious about it joining before they rope you in and automatically renew your membership

Negative experience: Do not join! These guys are crooks. I cancelled my membership over a year ago (or thought I did anyway) and only realized as part of a year end expenses review that they've continued to charge my direct debit every month. I tried calling their phone number but after 20 minutes of painful hold music, the phone disconnects automatically. The only solution was for me to phone my bank and tell them to disable the direct debit. Now Virgin is chasing me for payment and threatening late fees. Meanwhile, I haven't even set foot in the gym for over a year (having been a member during 2022 and part of 2023). Would join another gym with a more transparent and fair joining / leaving policy. Something like PureGym or Gym Group is a much better option, as they actually stop charging you when you cancel your membership. I'm actually thinking I should report Virgin to the Financial Ombudsman and see if any way to recover all these direct debits I've been wrongly charged. If anyone has any experience with this please let me know.

Negative experience: Not happy at all. I agree with members, the spa is not good at all! Spending money everywhere in the gym, but won’t fix the spa section. Jacuzzi always cold or broken. Sauna is all broken. Beds are £10 from Amazon. Why can’t you spend money on the spa section!

Negative experience: Really not happy with the sauna. Such an expensive rate which is understandable. But not the sauna where the lights don’t even work. Jacuzzi always faulty

Negative experience: Spa needs fixing

Negative experience: Spa is really not the one. Such a shame. Please fix it, everyone is complaining.

Negative experience: Fix the sauna and spa area!

Negative experience: Prices going up massively, to pay for refurb next year that still won't live up to expectations for a high level gym let alone an aspiring premium gym. Basic stuff doesn't work, despite lots of staff walking around saying hello to gloss over the reality.

Negative experience: Fraudulent company with terrible customer service. DO NOT JOIN THIS GYM. It is a scam. I signed up for a 12 month membership, gave notice that I did not want to continue the membership. I confirmed this with someone in person, I was assured this was no problem by a member of staff and I gave notice that I would not be renewing the membership in writing via email. Once the membership end date lapsed, I began to be bombarded by automated texts emails & calls to pay my next month. I tried to call them but it is impossible to get through to a person unless you wait for 45 mins+ which I don’t have time for… so I emailed them. They then tell me my membership wasn’t cancelled correctly (how does this even happen ??) and that I need to pay the next full months membership, despite the fact this was their administrative error. Absolutely shocking - the fact this company markets itself as a top-end health club is a bit of a joke. It’s basically a puregym with a sauna, pool and a cafe, who make it impossible to leave and try to scam you out of an extra £200 when your membership ends.

Positive experience: Attended Mayfair recently. Great staff (Pamela & ObiPT were very welcoming). Good range of facilities, classes & equipment. Gets extremely busy during peak times.

Positive experience: Great location.

Positive experience: Suberb location, equipment and classes. HOWEVER - They need to keep on top of minor maintenance, details, poor workmanship finishes, THE TV in cafe with BBC on all the time?! How depressing to come from workout and feeling good to see BBC news. Put on relaxing visual nature and calming music or success coaching for example. Sad to see deputy manager leaving. She is a lovely woman.

Positive experience: I had a chance to have several trial sessions at the gym as I was considering changing my current membership with Nuffield premium. One is close to work and another close to home. First impressions It’s a big gym with multiple areas (functional, weights, machines, Pilates reformer, stretching) and class rooms, a lot of cardio equipment, swimming pool, sauna… The decor is modern and quite nice. Chill out area with snack bar upstairs is quite handy too. Large changing rooms with hairdryers, straighteners, sitting areas to do make up. Not moving to experience based on peak time attendance The free weight area was very crowded and is crammed in small, a bit awkward appendix, not enough fractional weights of 1.25 and 2.5kgs. Not many squat racks, cable machines, benches for this size of the gym. Combat room offers more but only when there are no classes, and at peak times there are. It was very hot. I don’t remember last time I felt so sweaty, flushed and hot during weight sessions. Maybe I was unlucky and the air con was not adjusted on the days I visited. Nice large conditional training area but equipment wise there is less variety than in my current gym. During peak hours you are ushered away as there are classes happening and there is little room to exercise elsewhere if you are doing conditioning training. Again, maybe unlucky with timings. Yoga, cycle studio and main studio looked nice but I am not class user, so can’t comment. Pilates reformer machines is a nice touch. Showers were a disappointment as quite small and water drains were broken. At this price point I would have expected larger changing lockers, ie full height as opposed to demis. Overall changing areas were clean, good and functional but not luxury. Lack of windows is another downside, feels a bit claustrophobic and stuffy. As someone who doesn’t know the gym, I found there were not enough staff members on the floor to assist. But I was there at busy hours, they maybe have all been doing classes. All in all I would say it’s good club of middle+ range but falls short of luxury or premium positioning. If it was about £120-140 pm, I needed classes, treadmills and pool, I would consider switching. But as someone who mainly does strength and conditioning training, the price is not justifiable because I would still need to keep my other membership running to exercise when not in the office.

Fantastic experience: World class fitness, wellbeing and social in the heart of the Capital. Encouraging a healthy sporting life for everyone. Time spent here at Virgin Active Mayfair is time well spent. Having invitation to join most exclusive Members clubs in the country such as Penny Hill Park & The Great ST GEORGE’S HILL LAWN TENNIS CLUB, I think it's fair to say Virgin Active Mayfair is a great value for money. Going from paying Five Thousand a year membership fee at previous gym. And now only paying Two Thousand a year members fee at Virgin Active Mayfair. This allows me to treat myself to some shopping at Harrods and Selfridges with the extra savings. Food here is also great, mostly enjoying breakfast on weekends here before training and great smoothies also before you kick-start your weekend. Great space to sit and unwind on your laptop or reading books. Staff here take time to understand your motivations and tailor 1-2-1 training to your goals whether it’s extra strength, weight loss or better nutrition.

Fantastic experience: Passing through Hyde Park to the entrance of the Virgin Active Mayfair, you are transported into a leafy oasis in the heart of London, surrounded by beautiful Hotels and Landmarks and quietly hidden from the outside world of ever so busy Oxford Street. When entering your greeted by staff and after that nothing is a disappointment. As you enter the gym area classes are fully booked out and there are some wonderful miss of young and elderly training together. This makes Virgin Active Mayfair truly incredible, adding an air of glamour and sophistication to this traditional slice of Central London.

Negative experience: I've been a loyal member for 2 years. If you are interested, please DO NOT JOIN this gym on a years contract. You need to see it and workout in the gym to understand the issues with it. It's the most expensive club but you get a service and facilities worth paying £10. I've issued complaints so many times but management have no understanding of service or customer service. I'm going to start uploading reviews every single time there is an issue as they are accepting their faults and still keeping me on the years contract.

Fantastic experience: Fab location, go earn some shopping with a workout or burn off the retail stress in this vast gym that has everything you need including a rehab/relaxation area. I had the pleasure of teaching Barre here in a beautiful studio that was well equipped

Negative experience: The first picture says it all. You can find better and healthier facilities at your local council-run gym for a fifth of the price. I’m honestly disgusted with what’s supposed to be a premium health club in the centre of Mayfair. This place used to offer nice extras—dressing gowns, earbuds, body lotions—but now you’re lucky if you get just a towel and some hair/body gel in the showers, if they’re even open. One side of the female showers has been out of order for ages, and the men's section isn’t much better. The Mold there is so bad that you might catch a lung infection! As for the jacuzzi, it used to be kept at a comfortable 36-38 degrees, but they’ve dropped it down to a chilly 30 degrees—essentially turning it into a glorified plunge pool. For the premium rates they charge, the service is anything but premium. The staff, while polite, are clearly fed up with all the complaints because nothing ever gets resolved at a higher level. The new owners seem indifferent, raising membership fees while letting the standards fall through the floor. Even 2 local embassies are advising their staff to go Third Space instead. If I could give this place zero stars, I would. P.S. Take care of your loyal members, and they’ll take care of you.

Negative experience: Unhelpful. Looks down their nose at you. Won't be visiting again.

Negative experience: Why is it that I went to the Mayfair location and asked for a tour but no one was available? So then I asked if I could buy a day pass and apparently that's not something they offer. So then I asked about buying a membership and again, there was no one available to help me with that either. So the woman at the front told me to scan their QR code to get an appointment and I still haven't received a response, not even an auto-generated email. Clearly this will not be the gym for me, at £2500 a year they can't even be bothered to even take my money? ABSOLUTE JOKE!

Negative experience: Disappointing Changes and Rude Staff at Virgin Active Mayfair I've been a loyal member at Virgin Active Mayfair, paying nearly £200 a month. Recently, the gym started closing 15 minutes early without proper notification (supposedly they sent an email, but if you opted out of marketing campaigns, you didnt receive an email). Despite opting out of marketing emails, I wasn't informed of this significant change. The weekend staff are particularly strict and rude, herding members off the gym floor like sheep, seemingly eager to leave as quickly as possible. Weekday enforcement is inconsistent, adding to the frustration. This treatment is incredibly disrespectful and unprofessional. Virgin Active needs to re-evaluate this policy and improve staff behavior. Members deserve clear communication and respect.

Negative experience: Been coming here for three years and not a single day I was able to experience clean showers and toilets. Monthly fee has gone up 30% in the meantime. It’s okay if you need something in Mayfair and have Vitality, as you’re paying half what you’d pay at Third Space for instance. I would never pay full price!

Positive experience: Great gym location, and interesting classes.... however due to the area there is a lack of space. So they've had to get creative with their Architecture. However the implementation was lacking a 1.2m pool and small jacuzzi doesn't fit the remit for what you'd expect from the Gym's top tier locations. Good for a quick intense session but the spa at some of the other locations are better

Fantastic experience: Nice new cafe refurbishment inside and open seating area, good unisex sauna and pool area good, gym area itself is a bit limited compared to other branches but has everything you need with good location just behind the primark on main road

Fantastic experience: I joined the club three months ago, and I’ve to say that I’m extremely happy with everything, staff, teachers, equipment and infrastructure! I would give them 10

Positive experience: I think some of the staff need to be trained on customer service as they don’t know how to speak to customers.

Fantastic experience: Balaji was very good

Negative experience: Prices go up but standards keep going down. Skeleton staff on minimal wagę. Even the pleasure of a nice warm jacuzzi is a thing of the past. Look elsewhere peoples.

Negative experience: Awful for the price. Barely any weight lifting equipment and everything is run down. For £50 I would say it’s okay but this is charging luxury gym prices and delivering a garage gym atmosphere.

Negative experience: Rude manager, when wanted to bring friends in for guest past as I had done many times before , he didn’t allow us to go through despite travelling a hour.

Negative experience: Horrible gym, if you have any problems or anything like this their only reply is to always say “it’s all in our t&cs, contract etc” and they will never go an extra mile to help you out or explain anything. Will never be joining again.

Fantastic experience: Nice pool and classes

Fantastic experience: Amazing Gym with amazing staff this is my favourite Virgin Even they don’t have that much equipment and it is a pretty small gym, but at least it’s better than the different branches, because the people make it better here

Negative experience: Upgraded my membership after seeing the 'recovery zone' area on the website. However, upon arrival at this location it was under construction. I was shown the 'under construction' area which was shocking given what the price of the membership is for this club ( this is just £20 less than Third Space ) Members of staff and customer service didn't initially know what the 'recovery zone' was! Upon calling customer services, they were helpful but my experience at this club was awful. Every club i have been to so far the staff have been helpful and very polite, this club however staff looked miserable, were all in the middle of conversations and I had to interupt them because apparently as a customer im non existent or invisible, and repeat myself multiple times before getting an answer. Furthermore, I have never seen gym staff look so unkept as this in any gym in the uk ! Some looked like they had not even brushed their hair ! Ceilings are very low, gym space is small, it feels very claustrophobic. Every other virgin active adheres to a certain standard, yet the highest tier one is awful! I downgraded my membership that same day but am still waiting for it to be processed. If I wasn't in a 12 mth contract with virgin, after visiting the mayfair club, I would have gone to Third space immediately !! I had never had any issues with virgin till this point, but my experience at this club has really put me off staying with virgin when my contract ends. It's a shame because all the other clubs are very nice, but the mayfair one has the lowest standard possible!

Negative experience: Average at best and definitely below average on value for money

Negative experience: I joined they asked me for Id I told them i don't have any as I lost it all and waiting for replacementthey were so rude about it, I have anxiety and I panicked I cancelled my membership, as advised by my careworker, I now joined nuffield instead and I am treated like a customer and not a criminal

Negative experience: I was offered a monthly subscription with the assurance that I could cancel it anytime. However, despite my request to cancel, it was not processed. Now, they are demanding that I pay 360 pounds, claiming that the staff member on site did not complete my membership cancellation. Furthermore, they are now stating that a 30-day notice period was required, something that was not mentioned earlier.

Negative experience: Racist and rude woman at the reception. Doesn’t know how to treat customers. Poor training and lack of basic manners. And yes I would like to get in touch with your management. Where can I reach out?

Negative experience: FURTHER UPDATE 11/03/2024 Despite the Virgin Active reply to my feedback below, this exciting saga continues. If you enjoy grief, hassle & incompetence, go ahead and join Virgin Active Mayfair!! I think it is reasonable for me to say that Virgin Active are totally incompetent. Apparently MY NON-EXISTENT ACCOUNT has been LOCKED. Today I have received an email stating "Non-payment of membership fees - We just wanted to let you know that we weren’t able to collect your membership fees this month. This means that your account currently has an outstanding balance of £159.35'. Look out for further exciting episodes on our friend's Virgin Active Mayfair! I must say I'm thoroughly enjoying my gym membership at FITNESS FIRST BAKER STREET. UPDATE 29/2/2024 - Are Virgin Active incompetent or incompetent? I unsuccessfully tried to join Virgin Active Mayfair three times at the beginning of January 2024. Thankfully I joined FITNESS FIRST IN BAKER STREET instead. However my saga with Virgin Active continues despite not being a member. Virgin Active have today (29th February 2024) taken a further DD payment of £159.35. My bank have REVERSED & CANCELLED the payment, & set up a BLOCK on any further Virgin Active future payments. VIRGIN ACTIVE - YOU ARE still ABSOLUTELY BLEEDING USELESS. Avoid at all costs unless you like hassle!! JAN 2024 Attempted to sign up online with Virgin Active Mayfair 3 times - all failed according to Virgin Active but two payments taken from my bank. Appears that maybe Virgin Active are running a "FUJITSU POST OFFICE" type system. Undertook a charge back for my two payments. I then attempted to join onsite at Virgin Active Mayfair but was presented with an inconsistent and different type of contract to the online contract. At this point, my trust just evaporated and I joined a another fitness gym. VIRGIN ACTIVE - YOU ARE BLEEDING USELESS!!

Fantastic experience: Exciting, there are something about this gym that inspires you to work out hard.

Negative experience: At least one day of the week the spa and pool facilities are not working. Some areas are quite dated. There are plans for gym renovations in 2024 however this has not been relayed to members. Given the premium membership price, I don't think this gym is worth the price. I would opt for an existing modern alternative gym in the vicinity.

Negative experience: Bad bad bad every where garbage and the toilet full of dirty

Fantastic experience: The team at Mayfair are really wonderful! I was booked in to a class by Heather. The recommendation was amazing I really felt relaxed. She then kindly booked another week for me, I can’t wait to come back! The staff really care and it shows.

Fantastic experience: Friendly staff So many classes to choose from - love reformer Pilates and SWIMCLUB is brilliant - what a good workout. Lovely changing rooms and the sauna is nice a hot - highly recommend!!

Fantastic experience: Nice club with clean and well maintained equipment

Positive experience: Nice gym, the AC in the spinning studio is way way to strong though.

Negative experience: Don't understand why they charge extra for this club. It is not really better than the other Virgin Active clubs.

Negative experience: Sadly this gym does not welcome visitors with a day pass or week pass option. It is a very pricey gym for being in the basement of a building with no sunlight. Go elsewhere.

Fantastic experience: My favorite gym in London with many options in most neighborhoods, great classes and amazing amenities in most locations

Fantastic experience: Fun place

Positive experience: This is a very basic gym for a premium price within Mayfair - and I agree with the other reviews, it’s long overdue a new fit out. There are other premium gym brands which have opened nearby which are immaculate. I use this gym only because it’s linked to my corporate health insurance. Also, PT classes for an hour are £67 (!) and last the best part of 45 minutes. I wouldn’t say this was very ‘Virgin’. The bar is also very basic - £3.50 smoothies out of a frozen bag. I would say overall this in a very ‘2006’ gym and in this marker there are much better products nearby.

Fantastic experience: Love the club. The classes here alone are worth the membership. Staff is super friendly & trainers are fab/know what they are doing. Only wish the app was better!

Negative experience: Coming here for lack of alternatives in the area only. The opening hours are too short in the evening, the weights area is always crowded and the separate room with additional squat racks usually blocked by some boxing classes. Showers need refurbishment and toilets are usually in a bad state.

Negative experience: I go to this gym as there arent many good around. Lot of classes but gym equipment is poor (lot of key machines missing) - good for someone who is a gym beginner and doesnt really know what they are doing. All equipment is always fully booked and you have to queue. Very expensive for the value, if it was 50 percent less pricey I wouldnt complain as London central gym quality is what it is. The only reason why they can ask these ridiculous prices is the location.

Positive experience: The gym, classes and staff are amazing. The toilets probably need to be upgraded as there always seem to be a problem with them. The only time I've ever had an issue is with one of the cleaning staff who shouted at me for having splashed conditioner on the shower cubicle... she then proceeded to try and bully and intimidate me for the next couple of months until I made a complaint. After complaining to management on a few occasions she is still quite rude but does stay away. I don't think the management handled it very well and was never really closed out or told me what action they took to resolve the issue.

Fantastic experience: Absolutely love this place. It’s my second home.

Fantastic experience: Stunning club with amazing classes and great facilities

Fantastic experience: Please revamp the mens steam room. Apart from that everything here is 5stars.

Fantastic experience: Well organized

Negative experience: I was a member with Virgin for two years and quit soon after being moved to this place as my home gym. One word about this place - rude. The customer service by the management team has been non existent. They sound fed up and have zero customer service skills. Try to call and ask a question and you get immediately shut down in a nasty tone. Try then calling another branch, say the Kensington one and see the difference. I can’t understand how this guy has been allowed to manage this place for 15 years. One piece of advice, if you are that fed up, get a new job. Don’t take it out on the customers. I have also seen the staff raising their voices at customers in front of several people in the women’s changing room. The whole thing is appalling and they obviously are forgetting that these people are paying a lot of money to be there and go there after a hard days work to have a good time and get some exercise or relaxation in. Not be yelled at and treated like they are being done a favour by having their money taken.

Negative experience: HORRIBLE gym!!! I would not recommend; this place is digesting and stinky. The workout equipment is outdated and the staff is extremely rude. Avoid this place.

Negative experience: I have been a member with Virgin UK for about ten years now, with home club at Mayfair for about 4/5. The use of clubs abroad is becoming increasingly difficult and the support I have received from the staff close to none, on a recent occasion where I am being denied access abroad not having been informed in advance of the existence of a cap. Not sure what you refer to, I have called the clubs in Italy and there is no such a thing as a temporary membership. What are you talking about then? POOR CUSTOMER SERVICE VIRGIN p.s. No, what you write below is not true. I needed 2-wk access, the shortest I could get as a membership in Italy was 3m. A voucher for ten accesses in corso como would cost 249€. Thanks for the poor customer service! Next reply I'll move one notch lower to one star. p.p.s After additional poor service over the Easter period (I have been allegedly denied access to the clubs in Italy due to not better identified "human error") I keep my promise and adjust the rating to one star.

Fantastic experience: Great gym! Lots of courses, professional instructors and staff, top-notch facilities and food area!

Positive experience: I was a member here for over a year Pros: good pool, clean mostly, quiet times of the day, good yoga instructors, good towels & showers, electronic lockers Cons: men allowed to behave out of control - using oils in sauna room, doing butterfly stroke whilst sharing a lane, using phones in the jacuzzi, verbal abuse towards women, aggressive towards one another. I complained about feeling unsafe and unfortunately I was not reassured at all by staff including the manager. I was told there was “nothing they could do”. For that reason I stopped going as it was not relaxing. Women would exfoliate and fake tan in the steam room which was gross & the women’s toilets are temporary and never fully clean. Sometimes the staff are arrogant & loud. With a few changes this place could be really good but sadly right now it’s got some serious downsides.

Negative experience: Spoke to Mayfair virgin gym yesterday on the phone saying I was a member at Wandsworth, can I come in and use your gym and is there parking ‘yeh fine there’s parking a couple of blocks away head down’ Lady at the entrance this morning ‘oh we have wristbands here, it’s £30’ which is a very expensive 30 minute run on a treadmill (which I’m only doing to raise money for Movember). Now Im stuck with nowhere to get ready for work because of their lack of communication or ability to see a genuine error & allow me to at least change for work at their gym.

Fantastic experience: I have been going to this gym for years. I always feel welcome and the staff are really helpful and professional. The classes are fabulous and it's really to have Reformer and Boxing on the timetable alongside Body Pump and Cycle classes. The pool is beautiful and spa areas clean and well looked after. I always feel at home here and when I have a question about fitness, know I will get a knowledgeable and informed answer.