Virgin Active

Fantastic experience: It has great coffee and great service

Fantastic experience: Love being a member at TW2, the range of classes, PT’s , events and kids crèche are all amazing! Love the staff at the cafe who are always so warm and welcoming; Maria and Princess are super lovely!! Reception, maintenance and cleaning team are super friendly and amazing too! Can’t fault it!

Fantastic experience: Meets all my requirements. Enough machines. Good sauna facilities.

Fantastic experience: Best views for a fitness studio!! Perfect place to Zumba, sauna swim and gym!! Really recommend:)

Positive experience: It’s generally a decent club, though The standards have dropped since being taken over by TW2. The changing rooms were the cleanest ever seen. Now there’s a mountain of dirty towels all the times. The yoga class of Tuesday evening and Friday morning is what justifies me going there. regarding the pools, I don’t understand why this is the only club where the jacuzzi goes off for 5 minutes .. and then it restarts with one section at a time. I find this very challenging as it gets crowded and often you find people sprinting to the fountain that’s about to start, leaving you having to wait for the next turn… simply don’t understand this. Let’s not talk about how slow the check in system is. It was so much better with a scanner and a card.

Positive experience: I had a disappointing and frustrating experience with head office over my membership price being increased incorrectly. It is now resolved but it took several chasers over the last couple of weeks.

Negative experience: I started discussing the transfer of our family accounts from VA with the team at the end of November. Since then, I have been unable to book any classes due to an unexplained outstanding amount on my account. Given the poor communication from the management team throughout a few weeks, I realized the issue would likely never be resolved, so I requested a cancellation. However, no cancellation was processed, and the payment for February was still taken—without any communication. When I called the head office, I was shocked to learn that our family isn’t even registered in their system. Despite this, my child continues attending swimming lessons, even though the head office has no record of his account. How is this even possible? Honestly, I have never experienced anything like this.

Fantastic experience: Really happy Zumba is back on schedule! I love Simona's class on Thu and her great energy!

Negative experience: Very rude staff and horrible customer service membership manager refused to speak to me on multiple occasions and avoided solving my issue for months now, this is not the type of service a customer should experience for the premium you pay. I am very disappointed as a customer who’s been coming to this gym for over a decade I prefered it a lot more when it was virgin. The manager sold me a dream and kept feeding me lies. If I could rate it 0 stars I would.

Positive experience: Great gym but staff not very helpful!

Fantastic experience: “Great Gym with Excellent Facilities!” Amazing gym with modern equipment, clean spaces, and a motivating atmosphere. The staff is friendly and helpful, and the trainers are knowledgeable. Love the variety of classes and the spacious layout—never feels overcrowded. Highly recommend for all fitness levels!

Negative experience: Taking a very long time to cancel my membership even though I gave notice on 26/10. Poor customer service especially as it has been decentralised since taken over by TW2. The staff at the desk were very helpful under Virgin- now they are unable to answer any membership questions. The membership team (contactable online or over the phone- be prepared to be on hold for a while) are slow to respond and do not seem to care/sympathise.

Positive experience: Unfortunately since W2 have talked over the gym its been a nightmare. I've spent more time trying to get the app working, I've emailed them about the issues over the last few weeks was of time. Apparently my email is incorrect my mobile number is incorrect. Total bonkers.

Fantastic experience: Angelita and her team are excellent front of house that have always provided top notch service. Any problems have been dealt with properly first time and always bring the best client care. Credit to your company.

Positive experience: People who run the classes are good, the weight section could be bigger.

Fantastic experience: Incredible panoramic view of sw London at the gym and organised perfectly

Fantastic experience: The gym is bigger than what I expected and had some much space and apparatus to do my workout. It was my first time at this gym and one of the staff members, Kiran was so accommodating and so helpful. She was able to answer all of my questions with ease and just bring that extra bit of joy when you’re entering a new gym for the first time! Thank you so much Kiran :)

Negative experience: I agree with some of the other reviews- overpriced! There are no Zumba or dance classes, and Pilates classes are scheduled at odd times. It's been over 6 months, and the door handle in the washroom still hasn't been fixed. No life jackets or hand floaties are available for kids. On weekends, the gym opens at 8 am, but they seem to forget that mums don’t have the luxury of sleeping in. Some of us would like to get our workout done early before the kids wake up. Given the price we're paying compared to other local gyms, there’s a lot of room for improvement. The only thing I really enjoy is the spa, steam room, and cold bucket shower. However, even in the spa, you might wait for 10 minutes, and the water would still be still. Overall, a lot of improvements are needed.

Fantastic experience: It's an amazing gym offers a lot of classes l, I go there for yoga

Positive experience: Decent gym and facilities but problematic parking situation! No spa or sports massage services unfortunately. Try Flipside Wellbeing for sports massage to complement your membership https://www.instagram.com/flipside_wellbeing/

Positive experience: I enjoy going to use the pool and spa here, my only complaint is that the spa bath could be a lot warmer, especially now that we are going into the colder part of the year. Despite this, I do enjoy using the facilities and having that time to relax and come away from the digital world outside. I am still yet to use the gym, but slowly building up my confidence to enter that area of Virgin. I have been a member for just over a month now. Overall the staff seem helpful and I've had no bad experiences.

Negative experience: Gym facilities are nice and all class instructor are really helpful but avoid receipt team Management need to think whom they are recruiting very rude no customer service very moody apart from couple of good guys at reception no one care. Let me tell you gym is not cheap and avoid manager and some of the rude reception staff

Negative experience: Do not recommend due to zero customer service skills, staff unhelpful. I went as a guest of an existing member to try out the facility and see if i sign up, i got my 2 under 16 (12 and 14 years old so they are not young kids) daughters to enjoy the swimming pool which i paid for their access, we arrived at the reception at 6pm and they were quick to take the payments but did not inform me that the family timing at swimming pool ends at 7pm, the excuse was the lady at the reception was new They asked us to leave at 7pm, as it is the policy of virgin, but if i was informed of this at the reception i would not have paid and could have left for another day, so i paid 30pounds for an hour of using the facility... they refused to give me refund or atleast credit my friends membership with it. Staff at the reception tried to blame my friend for not informing me and embarress her even further as if what happened was not enough embarressment for her. Eventually the lady at the reception admitted her mistake and apologised. Staff should been given more training i guess.

Fantastic experience: From the tour and explore stage, right through to becoming a very active member, Virgin Active Twickenham has been a value add to our family. Now, we don't have to plan separate activities, separate locations and have unpredictable expenses. We are quite motivated to attend one of the many features it has to offer together or alone. For me as a busy mum, I get great childcare while I indulge in the services :-) The kids love what's on off too Lol. Overall, a great choice for us. Oh AND the customer care has been spot on. That was a major reason for joining. We felt seen.

Fantastic experience: Staffs are friendly, equipment are good. Tried a yoga class today. It is interesting and the tutor Gaetano is very helpful too. Thank you

Fantastic experience: Brilliantly put together and further maintained

Fantastic experience: The administration team behaviour is fabulous, I really love the luxury blue lights, with cool peaceful music, over all 10 by 10.

Negative experience: This is a nice gym and the facilities are great, however, the reception staff is very incompetent and incredibly rude. The place is run by moody teenagers who couldn’t care less about customer service or about having a welcoming helpful attitude towards members. I’ve been a member for two weeks and have trained at Bank (house gym) Wimbledon, and Twickenham three times in the past couple of weeks and not once have I met anybody at reception that was even slightly courteous, informative or attentive. To the manager, time to rethink your recruitment team! This is not a cheap Gym!

Fantastic experience: Parking is an issue the rest is perfect though

Fantastic experience: Best Gym

Fantastic experience: Absolutely love this gym, friendly front and helpful staff Clean Organised Not many people who don’t return their weights so it’s relatively easy to workout and find your way. Plenty of equipments and places to stretch and set up a working station And I love body pump classes and will be trying more classes over the summer 9/10 Only thing I don’t like are the hip abduction machines They pinch my thighs and I hate the material of the cushions (it’s kind of rubbery) instead of leather or faux leather. But I have other ways to work those muscles so not the biggest issue.

Fantastic experience: Edited 28/11/2024 The Virgin has been sold... we were able to cancel the gym. But I have to tell you it was a nightmare to get my refund. Tons of calls I made to their customer team and tons of emails. People don't file the information correctly... I was told my refund was issued, and within 14 days, it should be credited to my account. However, I had to wait for 1 month. I have been told that all were refunded, but it wasn't. I had to push people to get my money back. I thought Virgin was bad, but the new TW2 club is even worse. It was a mess when they first opened. But bare in mind if you wish to cancel your membership, it will be difficult to do that. .................... So far, I am very happy with the facilities and overall experience! Editing this 08/06/2024 We were happy when we joined. There are a few issues now... 1. The V club has changed their working hours and close early now. This had a huge impact on our schedule, and we won't be staying for another year here. We would rather pay more and go to another gym. 2. Massive issue with parking. Every time there is a game, the parking is closed, and we need to run around to find the parking. You need another solution for this as lots of people will leave on this basis!

Positive experience: Excellent gym with some great technogym equipment. They also have some strongman stuff which was unexpected and brilliant. Decent pool and spa facilities. Could do with a cold plunge though. Downside, the dumbells only go up to 42kg and the PTs aren't particularly friendly compared with my previous gym (the gym, sunbury). Reception staff are very welcoming. They have a climbing wall, had to do a induction, instructor was very helpful. Car park is a bit of a mess, so my car is permanently dirty. 4hrs free parking, annoying you have to enter your reg each time. Don't forget otherwise you will get fined, would be better if your reg was automatically recognised.

Fantastic experience: Joined this gym recently and have an intense training plan which means I visit everyday. The facilities are fantastic; I mainly use the Watt bikes, treadmill and pool. Changing rooms are always spotless. The staff are all lovely and happy to help. Highly recommend this gym.

Fantastic experience: The most wonderful gym and excellent staff. They have a great rock climbing instructor and rock climbing facilities. The swimming pool is well maintained. The cold shower is actually cold, and the hot shower is actually hot, which is pleasant. Also, the gym is large and has so many areas to work out, punching bag, machines, you name it!Plus, they have a decent car park, 5 min walk, with 4 hours free parking for members. Truly a Grace from God. The staff really make the gym.

Negative experience: The renovated steam room is not as hot as before. Shame, close the facility for two months, renovate it, the result is worse. Increase the heat as before please.

Fantastic experience: Fantastic gym, been injured on and off, Emily from membership team super helpful with processes credit and refund. She not a Salesman, not pushy more like an advisor. Would advise everyone joining to go and speak with Emily @twickenham Virgin Active. First class customer service.

Negative experience: Bad service i have asked for a personal trainer for 6 days and no response

Positive experience: Been a member here for a decade and, sadly, the place is going downhill in terms of service and quality of provision. The classes are great but there are times when it is ridiculously busy (they've clearly recently done a deal with the local college as it is now bursting full with college students at certain times). They often close the spa for days to several weeks without any recompense of any kind. This is a sad set of developments for what was once a high end gym

Fantastic experience: The Virgin Active baby creche - Club V - has been a game changer for my maternity leave. My son loves every second he spends there and doesn’t want to leave when I come to pick him up! The staff are wonderful. Highly recommend!!

Fantastic experience: Just wanted to leave a review about Club V- the children’s crèche at Virgin Active Twickenham. My little one started there around 4 weeks ago and I was apprehensive at first, due to him not being without me before but the staff were reassuring and he has settled in just fine. All the staff are very approachable, smiley and welcoming to us both and I feel at complete ease when using the gym or swimming knowing he is being looked after by such a great team and in such a fun and stimulating environment! A special mention to Hannah who runs everything overall. She is amazing! A big thankyou to you all!

Negative experience: Very disappointed .. the floors should be cleaned more often, the dumbells are everywhere .. people are leaving weights, boxes, barbells etc like others should clean after them.. Also the jacuzzi is very dirty, sticky, has sand in the corners.. such a shame There are cheaper gyms more organised

Negative experience: A member of the Virgin active Nottingham gym and was working in the London area. I wasn’t quite sure if you were able to use other Virgin active gyms so I rang up the Twickenham branch to see if I could use the gym at 12:45 in the afternoon just in case. In which I was told clearly on the phone I was able to use the gym as I was already a member at Nottingham. Great! So I drove especially out of my way through London 45 minutes. Paid for parking to then be told at 4:45pm I wasn’t able to use the gym and if I wanted to use the gym to pay £28 fee by Anthony the manager at the gym. It would have been great to of been told this over the phone and then this issue wouldn’t have happened. However then to be told you can’t use the facilities because my gym at Nottingham is a low tier gym over the phone would have been fine. Rules are there, that’s fine. But to be told on the phone one thing and then to arrive another thing was really disappointing and felt extremely unwelcome. And when I explained this to the front desk it would have been nice I feel to of been provided a reduced rate to pay maybe? But to be fully dismissed and being made to feel inadequate due to me being a member of Virgin active Nottingham “the lowest tiered gym in the country” words from front of desk was quite rude I felt. Make sure you head on down to Virgin Active Twickenham if you enjoy an unwelcome front of house!

Fantastic experience: Jess is a straight talking, honest, kind and entertaining asset to the organisation of virgin Active. Great support vibrant and ready to chat even first thing on a Saturday morning. Thank you for a great assessment.

Negative experience: After 4 years being a member I have cancelled my membership. Poor variety of classes, really good instructors left, and attitude of staff is below the customer service level. They give you few free passes to use by APR and then they asked me to pay 25£ to bring my daughter for a visit! Though yoy club is increasing membership rates without any justification. Would not recommend. Gym feels empty and a lot of class cancellations in the last few months. Clearly they do struggle for staff.

Fantastic experience: Customer service is excellent here. Alicia has a kind and welcoming mannerism every time me and my friends enter and she is always helpful with our customer queries. Same with Amar. This branch definitely has the best employees.

Positive experience: One (flat) barbell bench in the whole expensive gym that's usually occupied by someone having a sit down staring into space contemplating possibly doing a set some day. The dumbbells only go up to 42kg for some reason which doesnt push you very far. More a health club than an actual gym for the strong. But a good health club however if that's what you're after. I definitely wouldnt pay full price for this place but great at the 50% off rate.

Fantastic experience: Good as always

Fantastic experience: Always clean and friendly staff you get what you pay for. I've used other gyms where PTs will approach and push services on you. I've never had this here and all PTs are nice as well as the class trainers. Can get very busy at times but copes well with the numbers. Obviously not cheap but also not too expensive compared to others.

Fantastic experience: Great staff, cracking facilities.

Fantastic experience: Really great gym, and my daughter loves coming along for junior classes and swimming so I can also get my exercise in too!

Negative experience: I came here on a guest pass given by my friend. I was expecting a good gym considering the cost of the membership, however I was disappointed. Despite being a good gym it was hard to justify the monthly price. The walkway to the jacuzzi was very unclean and smelt like sewage, and the shower area again was very unclean and smelt like sewage . I have spoken to members in the day and they had said it had smelt like this for a while. The steam room was possibly the worst I’ve ever used. Very unpleasant smell and no steam! Disappointed to say the least, I have heard other branches are better at upkeep.

Negative experience: I have been a member for over a year, and good luck trying to get through on the phone. Nobody answers and nobody gets back to you when you ask them a question. Terrible customer service. The price tag is definitely not worth it, you sign up and then you are on your own, shame.

Positive experience: Very clean and friendly place, the cleaning lady (Beata) very nice and helpful! Lovely and well absorbing big towels! One star off for the jaccuzzi system, need to wait a good five minutes to start work

Positive experience: Virgin Active gyms are quite comfortable. I used this complimentary on a match day at the adjacent Twickenham Stadium. The conditioner in my shower did not work properly. Aside from that issue, this is a well organised, large gym. They have pool and spa facilities and an enormous climbing wall in addition to the usual gym facilities. Worth joining if you want to pay for membership and live locally

Negative experience: Overcharged, not refunded, and robbed of peace of mind: I was charged £180 for a month of PT sessions, beyond my initial 3 month PT package. I had told my PT that I did not want to have sessions beyond the 3 month package. This did not seem like a big issue as I could just ask for a refund. So I did... in February. I was told that the head office would issue my refund and I would likely receive it in March. The money did not arrive – I then spoke to someone different at the Twickenham branch, in person and via email, and was told that it would be sorted. The money still did not come through – it is the mid/late August now. I have had to continually chase emails with the relevant member of staff and I am currently not getting any responses. I have had to ask to speak to the relevant member of staff many times that I have come in, to workout, to relax. Since February, my peace of mind has been robbed – this was not a mistake that I made, yet I am the one putting in ALL of the footwork. It feels like because I was so kind and patient in relation to this issue, it is being taken advantage of. I did not want to write this review, but this is beyond a joke at this point.

Negative experience: This gym is trash and the staff in reception from yesterday have the worst attitude.Why am I paying all this money to be spoken to like dirt ?i had to count to ten before I lost my cool ,I go to the gym to improve myself and feel happy not feel angry.

Negative experience: Just don’t even bother! This place is so so over priced for what other gyms are charging for much less. The equipment is really old and the spin bikes constantly break. There wasn’t a working speaker in the spin studio for over a month. There’s no air con in the ladies changing room in the peak of summer. There’s no flexibility in the class schedule for people that don’t work 9-5. They never do new or exciting classes. They recently started a kettle bells class - however put it in at 12pm in the afternoon in the middle of the week!? I found it impossible to cancel my membership despite me complaining being charged 100£ a month for all of the above. The only highlight was that the staff were lovely, always helpful and the spin instructor Stephen was brilliant. Don’t waste your money by going here, there’s much better gyms out there!

Fantastic experience: Worth the money,provide towels,shampoo,conditioner,body lotion,changing room has hairdryer,hair straightener….gym is included steam room, swimming pool ,climbing and many more….all that makes gaming much easier

Negative experience: This gym has really done downhill post covid. The spa area despite works is always out of service and very much in the need of a makeover with all the tiles loose, ceiling on the very of collapse and the showers no longer functioning properly. The steam room in particular always seemed to be out of service. The main pool is not heated and there is no heating in the walk down from the changing rooms to the pool so you find yourself freezing on the trip down. It was so cold in the winter that our boys would generally complain and at times refuse to want to go down to their swim class due to the temperature. The classes have been reduced significantly and the gym. Even the paid classes were a major disappointment. We enrolled our boys in the swim course and despite it being a 30 minute paid for class (£55 a month, one a week) it never started on time. This was due to the fact that there was no time between classes. So by the time the class before finished and got collected and your child was in the pool 10 mins had gone by. In one month our son only attended one class. This was due to an instructor not being available and on another occasion there being no towels and no notification prior to arrival that there were no towels. Despite making a complaint there was nothing offered to compensate us. As a result we paid £55 that month for what was a single 20 minute lesson. As others have mentioned parking is a nightmare, particularly if you have young kids. I would not recommend this gym.

Negative experience: The parking situation is an absolute nightmare, seriously unnecessarily stressful. They’re a new place to park every time, no proper communication from the gym and you will get parking tickets regularly. Once you get the ticket, the maximum the team is willing to do is confirm your attendance for the day. Dare and forget to put in your car registration at the desk, you will get a £60 to a £120 parking ticket and you will pay it because the employees are genuinely not interested in helping in anything other than give you a towel. The Jacuzzi is not clean. Sometimes it feels so soupy and slippery with black lines around the edges. Other than that, the training floor is clean.

Fantastic experience: It’s very nice and serene for prayers. The sermons of the Imams are very insightful and enlightening. I will highly recommend anyone in the area to pray at that Masjid.

Negative experience: It is boiling hot in the gym, no air conditioning. Locker rooms/changing rooms got no ventilation, no air conditioning there. And the pool is always cold in the winter Chunks of dirt in the spa When spoke to the staff members at the reception, they saying there is a fault. They are fixing. Been two weeks now since we had a proper hot weather started and it so not acceptable. You cannot expect members to train and get ready for work in the boiling hot changing rooms

Positive experience: It’s a good swimming pool but the shower is dirty the changes rooms are fancy .

Fantastic experience: Brilliant club with loads of kit, space and classes. Staff are really friendly and helpful as well.

Positive experience: While the gym was satisfactory in general, I must express my disappointment with its cleanliness. Regrettably, it did not meet the standards of hygiene that I have come to expect. Specifically, I noticed that the board of the Jacuzzi was discolored and stained due to lack of proper maintenance. As a result, I felt uneasy about utilizing certain amenities.

Positive experience: The parking instruction is not clear. Facility is a bit old but all good.

Negative experience: Great gym, great staff and great equipment. It’s always a clean gym and well maintained. The staff are very approachable and friendly. However my only issue is the car park situation. For me, time is of the essence and I want to get in and out of the gym quickly. However the parking situation makes that very difficult. The north car park has become the regular car park from the main one. However the north car park is in such a state my car always needs a clean after. I have seen an increase in stone chips on my car windscreen and paint work from using that car park which has resulted from other cars driving past my parked car and the gravel has just pelted onto my car. What is worse, is when the north car park is full we have to use the Tesco car park which has a 90 minute limit which isn’t great for the times when you aren’t in a rush and you want to use their sauna or steam rooms. To top everything off the rugby events make it a headache to go to the gym. Anyways I have rambled on, I think going forward I will be switching to Nuffield just off the A316 due to better parking and similar service.

Negative experience: Honestly I hate to be that person that leaves a one star review but this gym simply isn’t worth the expensive membership fee. I had a tour and decided to sign up as I’ve just moved to the area and struggled to find a gym on par with my old fitness first in central. I use the weights, classes and pool in a gym so this had everything and I could justify the price. On my first day of using it I lasted around 30 minutes. It’s SO hot. There is no cool air at all and despite its large size feels stuffy and suffocating. I hated it! The weights area is badly laid out and was so cramped. A group of about 5 men monopolised one area meaning it was very intimating trying to get to the dumbbells and I’m no stranger to weights areas. It was very busy and there were an alarming amount of kids. There were children jumping out of the lift onto the gym floor in their wet swimsuits as you need to go down the lift in your swim gear to get to the pool. So weird. I wanted to use the pool after my workout but it was full of noisy children and didn’t bode well for a relaxing post workout swim. It wasn’t the cleanest gym I’ve ever been to either and some of the machines were broken or really old. There were loads of dirty tissues on the gym floor too. I’m so disappointed as there’s a real lack of bright, modern and fairly priced gyms that offer classes. I went down to the reception to see if I could cancel within my cooling off period and they said yes, so I did. Id like however mention that all the staff were very friendly.

Positive experience: Good but hardly used it.

Positive experience: very good pool, and gym and people. used it from past three years.

Negative experience: The gym section didn't have an AC and I was literally dripping, very humid in here and stuffy. I was quite disappointed.

Negative experience: Lovely location and facilities. However if you have inquiry or need something from staff I can count a few that can be helpful, and mostly polite! Bets customer service while you sign up but Worse customer service once you are a member. It is supposed to be a family club but the Junior services have been without a proper manager for months and no one to give you answers of anything. I love my sons swimming coach and that is the only reason I still have him in that gym. They should improve their customer service

Fantastic experience: Great gym highly recommend

Fantastic experience: I am member of the virgin active in Twickenham and just wanted to thank the staff for being so helpful and professional especially Daniel at reception and also the lady life guard by the pool. Excellent experience and enjoyable every visit.

Negative experience: Jacuzzi and sauna closed more than two month. Endless closure. No apology for any inconvenience

Negative experience: Potential to be a great club, prices are creeping up but the basic services aren't reflected in this. - Steam room has been broken for ages - No towels on a few occasions - Lovely barre studio that hasn't seen a barre class in years. - Temp Car park flooded and dark in winter, not in Virgin's control but what we pay should reflect that.

Negative experience: 5 stars for the equipment and set up but I would echo the same type of report regarding the cleanliness of the gym. Maybe hire an extra cleaner? But I appreciate times being hard across the board

Fantastic experience: Virgin Active at Twickenham Stadium is a modern Gym with good facilities

Negative experience: I love this gym, but since I got 2 tickets for parking in a private car park belonging to rugby stadium, I wonder if it was worth signing the contract.

Negative experience: This gym has infallibly dropped its standards in the last month to cosmic proportions. The steam room has been closed for 3 weeks because a bit of plaster has deposited from the ceiling, what happened to utilising staff and getting a bit of bostik from the local homebase. A simple job that can be done in 5 minutes, a chimp from London zoo could achieve such a mundane task!!! This is irrefutable and I am astonishingly dismayed this hasn't been resolved when us members pay such a handsome sum demonstrating our custom is not valued!!!! Disappointing!!!

Negative experience: No Responsible manager at all she don’t care I’m paying £75 per month and service shouldn’t be like this as short staff. If you are a member of this gene, be sure to check your bank account every month, this will take more than some months

Fantastic experience: A very nice gym .. i've just started my workout here and i love It...the sessions are amaizing if you want to improve your health .. definitely here Is the right place to do It

Fantastic experience: Wednesday 14th September - approximately 09:30 Today was my last day with Virgin Active and that’s only because I’m moving and the nearest Virgin Active to my new address is a two hour trip each way. Shame really as I’ve really enjoyed being a member. Access is on street level and the entry doors are automatic. There are lifts that go to all levels. Reception staff are polite, friendly and helpful. Overall I found the place to be clean and tidy. I can’t speak for the ladies changing rooms but the mens are kept clean and tidy. There are some issues with toilets/ urinals and showers but that more a building issue than the fault of Virgin Active. I tended to go between 09:00-16:00 Mon-Fri and have never found the gym to be too crowded; weekends can be busier. It has an area for weights, area for cardio and they hold various classes. On ground level there is a swimming pool, jacuzzi pool, sauna and steam room. There is also a cafe and lounge area. Overall a really nice place to go too.

Positive experience: This gym has the potential to be great but it is and has been in a constant state of disrepair for years. Often showers are not working, light fixtures are not working. Simple maintenance tasks like replacing locks on changing room cubicles or repairing and painting damaged walls and ceilings go neglected for months or more despite client complaints. The spa area is not very well cleaned with dirt and debris being noticable from one day to the next. There is often an unpleasant odor in the steam room. There is a scum line visible in the jacuzzi which is rather offputting. This could all very easily be improved and would make it a far better experience for the money they charge for membership.

Positive experience: I have recently joined this gym and the facilities are great for the local area, one of the nicest gyms close by however the receptionists & staff in general could be more welcoming, helpful and supportive towards all members. Considering the relatively expensive cost of membership, the spa area is underdeveloped and needs refurbishment despite being closed several times for it there seems little improvement with a lot of bulbs not working for months in the steam room and outside also and a lack of relaxing chairs by the jacuzzi pool. The cafe opens after 8am and closes really early in the afternoon so isn’t inclusive of those who work a 9-5 job and come really early to train or after work which is hugely disappointing to say the least considering the size of the cafe seating area and the culture shifting towards more people working towards working from home/ their laptop. Overall a great site with lots of equipment, space and an incredible vegan fast food caravan directly outside which is great temptation from time to time. I think Virgin could do some sort of collaboration with them in order to provide more vegan options in their cafe also as it’s so disappointing that despite the global climate crises/ warming, the huge demand in London and not to mention the huge percentage of the population that is trying to reduce meat, dairy and egg consumption it’s disappointing to see that they only offer sandwiches/ wraps with only one vegan option and that too not very healthy or appetising at all after trying. Definitely a lot of room for improvement, refurbishment and innovation in terms of space, services and food options.

Fantastic experience: The best class ever!

Negative experience: I wish I could give a zero star, but that was not possible. This is the worst ever management system. We were troubled all the way to come there, made us wait for an hour and then the staff have communication gap between them and forgot to record our appointment and they asked to come back next week. My little kid was asked to change for the swimming class and after changing they said to attend class next week. The staff dorina is very rude and spoke so mannerless.They don't know how to do membership with voucher. These people never give you complete information prior, so pls be careful while making membership with them on calls.

Positive experience: It's described as one of their premium 'Classic' gyms, but the gym floor equipment seemed quite standard - and maybe starting to age a little. They did have a climbing wall, so that's a novelty. I didn't check the pool or spa areas. Changing rooms were also standard, again a bit dated to some of the other clubs. A bit of a weird smell in the showers.

Fantastic experience: Adequate weightlifting equipment as expected. The pool was not heavilly over saturated with chlorine and other chemicals. Clean and quiet on a sunday that i visited. Front desk staff were friendly, didnt eat at the cafe but they do have one, as well as multiple vending machines for your daily dose of refined sugar protein shakes and water!

Negative experience: Total focus on selling the membership with pertinent information not given to extent that the membership we received was not suitable for needs (Juniors can’t use after 7pm, cant use gym on own and I am not free to use gym until after 7pm.) Confusion at reception on exactly what the rules are, no returned calls with the exception of one confused lady who called but didn’t know why and only way I could get through was pretending to want to become a member. All culminating with a member of staff who continually got the wrong information and seemed more interested in putting obstacles in the way of me cancelling my membership than finding a resolution. As for gym… overpriced for what you get. If at all possible, use a different gym in the area, there are plenty better ones out there.

Negative experience: Used to be very good, but now parking is a nightmare, no AC on the studio rooms, no crèche Saturday, 2 of the best body pump classes has been removed the management it’s just trying to save money but they will be loosing customers. I have been a member for 3 years.

Positive experience: Staff are always friendly and range of equipment is decent, some areas of the gym, particularly the spa area, are in poor condition and need a refresh

Negative experience: Had to go out of my way to write this review as this gym has been frustrating at times. Overall it's a good gym - has all the facilities that most people would need and the classes are very good. But It's as it stands, not worth the premium you pay. This is because gym in general isn't really well managed. The Jacuzzi has been closed literally dozens of times over the past few months, steam room has also had multiple closures. The health suite and swimming pool area is not very clean and has been full of flies over the last few weeks, other gym members have complained it smells bad in the health suite. The paint on the ceiling is coming off directly above the Jacuzzi, the Jacuzzi itself has regular issues with chlorine... The swimsuit dryer has been broken for weeks and not fixed/replaced. Urinals in the men's toilets have been out of use for a long time. Showers are not properly cleaned and maintained with shampoo/conditioner. The club in general just lacks a bit of lover and care - failing on the basic stuff. Parking is a pain as well. When you look at local clubs like Chiswick for example, much better maintenance and cleanliness. I doubt anything will change with this gym anytime soon - I hope I'm wrong!

Fantastic experience: Very clean pool , love the gym . Highly recommended

Negative experience: Great staff but the gym equipment is lacking. At peak times, often find myself having to wait for machines. There is too much cardio equipment and not enough machines/weights. There is a lot of empty space in the gym which could be further utilised. The parking situation at the gym is beyond a joke. Members pay a premium price yet the car park is regularly closed. having been closed for the majority of the winter and being closed again sporadically throughout March and now being closed again until mid May. This is not something you’d expect when paying a premium for a gym membership.

Negative experience: One of the main attractions to this gym for me in the area was being able to park, it’s not ideal how long and often the car park is closed and having to walk in the dark in winter when you pay a premium price. They have a fantastic studio with a barre set up yet offer no barre classes? Given how many spaces are left in the classes, they clearly aren’t hitting the spot with what’s on offer. A lot of the classes advertised on the VA website aren’t offered here. It would be great if they offered a more diverse choice, there’s almost no classes at all on a Friday outside of 9-5 work hours that would allow enough time. Bit of a rant but if I was paying half the price I wouldn’t mind.

Positive experience: Good large gym with a climbing wall and loads of equipment. Very good classes. 20m pool with sauna and spa. Changing rooms are a bit dated compared with other virgin clubs of the same class, and not as well kept but.

Positive experience: The club is good. But ventilation could be improved in the training area and cardio rooms especially. Also, it would be good to have rubber bands for entrance and lockers as in some other branches.

Fantastic experience: Love coming to this gym. Large gym with great facilities. You have plenty of space to work out without anyone getting in your way. Staff always on hand to help & advice when using the equipment. Clean & feels safe to return after a while. Very impressed with Jodie & Luiza at reception. Always so welcoming, they have great energy & always happy to help.