Virgin Active

Negative experience: Writing a review is now my only option as I cannot get any form of response from Virgin Active after trying 3 different clubs and calling their customer service directly. So many things wrong with this entire gym group! - 1 - Class bookings - I swiped in for my class at Canary Wharf last Friday, then received a 'no show no go' email saying I didn't turn up and was blocked from booking any classes for 7 days. I tried to call 3 different clubs and speak to reception in person and head office and 4 days later the issue still has not been resolved and I cannot book classes. 2 - THERE IS NO WATER EVER AT THE CANARY WHARF CLUB... I cannot wrap my head around this. The gym has no water??! There are several water fountains (filthy) that have a tiny amount of water coming out (warm) and you're unable to fill your water bottle with this either. It is absolutely outrageous. 3 - COLD SAUNA and barely any steam in the steam room.... I have gone to the sauna for the last few weeks and it is barely hot and you feel zero impact. 4 - Spin classes are nearly non existent.... more spin classes have been cut and nobody seems to be doing anything about it

Positive experience: I have been to this gym many times as a guest and the facilities have always been good. Gym is spacious enough although it can get a bit packed in busier times. The spa is decent although often times it does not get hot enough. I signed up today with a lady named Maria who was absolutely wonderful. Everything was very quick and painless with everything being explained. I have always felt looked after by the staff here and today was no exception.

Negative experience: Falls way below what you would expect from a premium gym. Do not sign up to a 1-year contract until you have had a chance to use the gym for a few sessions. Virgin have been cost cutting a lot over the past year and it has gotten to a point that it is just destroying the experience. First, they moved to using royalty free music in classes which is just grating and mundane. I would expect a premium gym to have premium level classes which at the moment this is not. The gym floor is way too small for the number of members that the club has allowd to join. At most times of the day you have to queue for equipment which is more often than not very old. The cardio machines haven't been upgraded in a long time. The pool/spa is the main selling point of the gym, but the overall cleanliness and upkeep of these areas leave a lot to be desired. To add to this due to the overcrowding, it is often too busy to use and is not relaxing. People often shout and make a lot of noise in these areas which means you can't relax and staff seem indifferent to this annoyance. The Virgin gyms in the City and West End are of a much higher standard and are cheaper per month. Given the number of high quality gyms there are in Central and East London now I am suprised they have allowed this club to deteriorate so much. Look elsewhere.

Negative experience: Constant Theft! The Worst Clientele Ever! I’ve been a member for many years, but enough is enough. Not only is the gym falling apart with poor-quality equipment, but there have also been constant thefts! Locks are being snapped, and even sweaty training shoes are being stolen from under the lockers! This explains the type of clientele you’re dealing with in a so-called “premium” gym. If you’re looking for a true wellness club, don't waste your time or money here (especially at £149 per month, which is far from premium). Obviously, no one takes responsibility for your belongings, whether they’re stolen from your locker or elsewhere. I understand the risk of storing items in a locker, but who steals sweaty trainers after a solid 2-hour workout? Additionally, the changing rooms smell of weed, and the saunas are disgusting—filthy and foul-smelling. The already very limited equipment is in a derelict state, not to mention the lockers.

Negative experience: I have complained with a manager about bullying and poor behaviour of a member of staff ( Sid Betty) at this gym- rather than take any action she explained the team member didn’t realise of any unacceptable behaviour. I was offended during the class / constantly pointed out in front of everyone. Gym is also not clean enough/ poor maintenance. Don’t go .

Negative experience: Not worth the price for the services they offer. A very small cardio room where you need to wait for machines. Unable to refill your bottle of water. You need to buy your lock from them. Some of the showers were not working properly. The sauna was very small for how many customers there were and it was not hot enough. There were staff available, but this is a logistical issue. They need to invest way more.

Negative experience: Awful condition. Many items broken. Rust in jacuzzi ceiling Broken showers Hanging wire in Sauna Broken Lockers Not to forget cleaner was making hoover noises with the hoover, took pictures of him hoovering while the hoover was off on the mobile. Then completed hoovering... Crazy i pay £150 for this gym Nasty

Negative experience: Absolutely Not! This place falls way below expectations. The customer profile is shockingly poor—many people seem to have no clue how to behave in a gym or spa setting. No exaggeration—I just saw a couple taking photos and videos inside the sauna while, at the same time, a man well over 50 was loudly flirting with a girl who couldn't have been older than 18. Of course its non of no one's business but unfortunately after a while, it became impossible to ignore it. I was expecting a quiet, relaxing atmosphere, but instead, it’s complete chaos. Swimming pool is just another joke. People literally walk and block lines while you trying to doing your regular swimming session. Im not even mentioning showers and changing room. I’ll be canceling my membership the moment my (unfortunate) one-year contract ends. I wouldn’t recommend this place to anyone. Extremely disappointed and full of regret for joining. Perhaps other branches are better, but this one is absolutely not it.

Positive experience: I think there are so many great aspects to this gym - the people who work there - that I only hold back a star for the maintenance which is sporadic meaning that things often need repairing as they aren't working. However, the classes are absolutely fantastic. I am a weekly attendee at HIIT with Ann Marie which is one of the best classes I have ever had in a gym. It's so stretching and challenging - nobody in that room finds it easy - but Ann Marie makes it incredible fun and there is a team feeling that's very uplifting and inspiring. I also highly rate Alessandra's. yoga and Pilates classes (I can't make the peak ones) as they are again the best of their kind that I have gone to. In both instances the instructors (Ann Marie and Alessandra) are really passionate about what they do and that energy is in the room. The reception staff are very friendly and welcoming and the regular morning cleaner for the ladies - Deena. - is one of those people who bring some sunshine into the room. I love my gym mornings and I just think it's a shame that Virgin don't seem to see what an amazing team they have at Canary Riverside and are investing so minimally in the maintenance and upkeep of the building. It feels tired despite having wonderful spa and pool facilities. I would always recommend it though because the classes are outstanding and the atmosphere - off peak - is very friendly.

Negative experience: I’ve been a member at Virgin Active for almost three years, primarily swimming three times a week at 6 AM. The staff has always been friendly, and I’ve built great connections with other swimmers and lifeguards over the years. However, since December 2024, I’ve noticed a significant change in the pool’s water temperature. It has consistently felt much warmer than before, to the point where I have struggled to complete my usual sessions. On some days, the temperature was recorded as high as 31.9°C, making structured training very difficult. I raised this issue with management multiple times, expecting it to be resolved as it had been in past winters. Unfortunately, despite my repeated complaints, the problem has persisted. Other early-morning swimmers have also noticed the increased temperature, discussing it among ourselves. When I contacted Virgin Active support, I was told by their UK Head of Customer Relations that the pool’s set point in winter is 29°C, with fluctuations between 28°C and 30°C. This does not align with my experience over previous years, where the water was noticeably cooler and more suitable for lap swimming. If these temperatures had always been the norm, I would not have been able to comfortably swim for the past three winters. On the days I don’t swim at Virgin Active, I train at Gymbox, where I’ve been a member for about five years. The main reason I joined Virgin Active was for its swimming pool. Given the current state of the water temperature and the lack of meaningful resolution, it has become increasingly difficult to justify maintaining my membership. It’s disappointing to see this issue being dismissed rather than addressed. I would love to see Virgin Active take member feedback more seriously and ensure that long-standing members feel heard when service quality declines. And yes, agree, Aaron is super nice ^^, as well as everyone at the reception (cleaning staff and lifeguard too obviously!), being there much earlier than 6AM to open the gym, pool, do all the checks necessary, just so we can have a swim so early in the morning - so only the biggest thanks to the staff and super early smiles!!! :-) And yes, I'm still a member, and hope the pool will go back to normal at some point, it would be a pity otherwise. Am happy to correct to 5 stars once the pool is back to what it used to be!

Negative experience: Very tired and overcrowded especially for a premium price.

Negative experience: Indeed, as the most recent comments are saying: this gym is getting worse and worse. Today, I was told very abruptly that I can only have one towel and one bathrobe. I explained politely that I am a petite size and their bathrobes are simply too large and uncomfortable for me. So I politely asked to replace the bathrobe with another towel. The person at the reception abruptly said 'no, that is the policy'. A new person had to arrive to try to find me another 'smaller' bathrobe. It turned out that was also too large, but at least they tried. Then, I get an email from their customer services team explaining to me in very curated terms that they need to save water, therefore this policy. My question, which I am now waiting for an answer to: does washing a towel take more water than washing a bathrobe?? ‍♀️ Awful customer service. If it wouldn't be for the wonderful trainers here, I would take my money elsewhere.

Negative experience: Spa not really improved at all, other clubs with tier below are much better than this one

Negative experience: I am writing to share my feedback regarding my recent experiences at Virgin Active Canary Wharf, as I feel it’s important for you to be aware of some concerns I have encountered. 1. **Sauna Temperature**: I've noticed that the sauna room does not reach an adequate temperature, particularly when compared to other facilities. The only exceptions seem to be the changing room saunas, which do get warm. This has affected my overall experience, as I expect a sauna to provide a relaxing and effective heat. 2. **Steam Room Conditions**: Similarly, the steam room has not been warm enough during my visits. A properly functioning steam room is essential for a complete wellness experience, and I believe this is an area that needs improvement. 3. **Jacuzzi Temperature**: The jacuzzi has also been disappointing; it’s often not warm enough to be enjoyable. A relaxing soak is one of the key amenities I look forward to, and it hasn’t met my expectations. 4. **Cleanliness**: I have observed that the cleanliness of the facilities, including the changing rooms and spa areas, could be significantly improved. Given the premium membership fees, I believe a higher standard of hygiene should be maintained. 5. **Crowd Management**: Additionally, the presence of large groups of children often makes the environment uncomfortable. It would be helpful to ensure that there are designated times or areas to maintain a more tranquil atmosphere for adult members. Given these concerns, I have decided to opt out of my membership. I hope that my feedback can help in making improvements for future members. Thank you for taking the time to consider my comments.

Negative experience: I do not recommend it. Not worth the money, I have being on the line trying to get through customer service for nearly 2 hours, no one picks up, app don’t work

Negative experience: This gym Needs to refurb the whole gym not enough equipments to work out walls dirty near jacuzzi area

Negative experience: I can not express this enough, these people are awful. I had to move out of the country and I've been begging them to cancel my membership and they won't do it even though I sent mail with my name and new address. Shout out to Michael at the Cannon Street location.

Fantastic experience: I was very Satisfied, especially by Aaron’s excellent customer service on the desk very charismatic and helpful.

Negative experience: Update: I have contacted the staff on the site, the online chat and the phone line (for which I had to wait for over an hour) and they have not been able to resolve the issues.

Negative experience: I have complained to the manager about verbal abuse and physical intimidation by a male member of stuff at Swiss Cottage gym. The incident was downplayed because that was the last day for the male that did that. So I went to a virgin active gym here in Canary which is my home gym hoping they will validate the seriousness of the offence through actions to reflect that VA takes the safety of their members and such offences seriously. The manager was understanding and escalated the issue but the situation was still downplayed after the escalation by the head experience manager with a sorry email and saying I can still go to other gyms. On the other side of town!! I am now considering exploring other pathways of escalations, including cancelling my membership of course. So are my friends who I have introduced to virgin.

Negative experience: All round decent gym. But the music on the gym floor has been the same for years, it’s so repetitive and dull that it drives me mad. Also too loud to drown out with noise cancelling headphones. I have asked for this to change but have been told that it is Virgin Active policy ‍♂️.

Negative experience: Awful customer experience and service. Was charged for 3 months of payment when unable to make use of the service, which I asked for the person in the club to cancel for me. Their contracts and payments team are very suspect. No offer of a refund or resolution. Would think in times like this they would be more considerate of their users. Have used this club multiple times over the years have had items stolen including a gold ring which had no support to resolve from club staff. The gym in itself is very very small difficult to use any machines any time I attended without them already being used. The only positive is the sauna/spa facilities and pool which are top class. Still wouldn’t recommend, there are several good competitors in the area which have better quality facilities and service.

Negative experience: The changing room and spa are poorly maintained, with the swimming pool being the only positive aspect. Some equipment has been improved over time, but overall, the facility feels very run-down, has a bad odour, and does not reflect the standard of a premium gym—especially given the high price being charged.

Fantastic experience: I have been a member of Virgin Active Canary Wharf for the past six months, and I can confidently say that I always look forward to my visits. The pool is absolutely incredible, and the classes are amazing. Most importantly, the staff are exceptional, especially Aaron, who is always very welcoming and attentive. I cannot recommend this place enough!

Negative experience: If you wanna search around gym to find a water, like you’re in a desert, in a gym that you pay £220 per month this would be the best choice as the bottle refill machines don’t work since a month and the vending machine is either doesn’t work or water is sold out. To update, it is still not fixed but the vending machines have still water since like five weeks. They probably try to earn more by forcing people to buy water from the vending machines, brilliant idea

Fantastic experience: Great layout and atmosphere. Very friendly and helpful service from Aaron at front desk over the weekend.

Fantastic experience: Very solid service from Aaron at reception. Really helpful with my enquiry, always friendly and a real asset to the club!

Negative experience: In desperate need of renovation and proper cleaning, especially the changing rooms, showers and spa area. Hair on the floor in the workout rooms. Unacceptable for the price range.

Positive experience: Great experience, however the facilities need updating. The place looks like it’s slowly falling apart.

Negative experience: Very poor customer relationship management(Canary Wharf branch). Got to the end of my 12 month contract and was offered terrible options for new prices. The cheapest option was £30 more than what I’ve been paying. Customers joining now get a way better offer. Tried to come to an agreement with them and they said they can’t do anything because the offer comes from the head office. Well then I cancelled and no one wins! Also bearing in mind that everything in this club screams OLD! The women’s soap dispensers don’t work, the jacuzzi has rust marks on the walls, the tennis court is full of wholes which are ideal for ankle sprains, every time I seat on the sofa I feel like I’m being eaten by it as it’s been broke since forever…. So it’s really a disrespect to even ask for more money! For the prices they charge you’re better off go to third space and get a proper gym and spa that is cared for.

Fantastic experience: Amazing experience with Aaron at reception', greets with a smile and mentions name always. Luke is also great!

Fantastic experience: Very smooth fitness assessment. Andrea Torres (personal trainer) was really friendly and can handle great conversation whilst doing the assessment. It was straightforward and efficient.

Negative experience: Such a shame, this was a flagship club when it opened but I rejoined recently to find the services have gone downhill. The spa is dirty and in need to cleaning and detoxing. There is never any staff around to help and the one reception person runs around doing everything. App to book classes didnt work a few times and calling to ask for help is another journey. I tried to cancel my membership was asked to go line to do it, but when I go online I have to raise a request and wait for someone to call me. I really wanted this club to be good as I like to swim but i felt sick the last time i walked through the spa area so cant ever go back ;(

Fantastic experience: Great gym, rare to get pool, spa, and tennis in one place. Classes are good as well.

Positive experience: There needs to be an ice dispenser. It gets very hot in a sauna and steam room and the water is not cold. When you wanna get water from the water fountain. There should be water full of fruits cut up inside of the 2 but the main thing is that IThere needs to be an ice dispenser. It gets very hot in a sauna and steam room and the water is not cold. When you wanna get water from the water fountain. There should be water full of fruits cut up inside of the water but the main thing is that ice dispenser so I’m very disappointe there should be an ice dispenser all times for ice to come out all the time for you to calm down as it gets very very hot in the sauna and steam room

Positive experience: Not as good as it used to be I’ve been a member of Virgin Active for a while (until I stopped my membership last year), but unfortunately, the gym has seen better days. The overall condition has noticeably declined. The white lighting in the gym (especially near treadmills) is quite harsh and uncomfortable, making it difficult to focus at times. It feels like a strain on your eyes, especially when you’re in for longer sessions. Additionally, the male showers aren’t in the best shape anymore. They could definitely use some attention, as they’re not as clean or well-maintained as you’d expect from a gym of this standard. I hope they have made some improvements in the last 12 months, as it’s a shame to see the place go downhill like this.

Negative experience: I have been a members for many years and things are getting worse, i will not renew my membership, this last visit i had to the spa was a disappointment. Both sauna and steam room almost at room temperature, the Hydrotherapy pool jets were not working, i set there for a long time and it never turned on, the pool area upstairs, although very nice, it was cold, one of the vents in the spa area where you walk over stones, had wires coming out because the cap was missing, NOT to mention that 50% of the lockers have a sign ("taking a break") meaning lockers are broken and cant be used. For the cost members pay monthly, these things should be sorted.

Negative experience: I only use this VA Canary Riverside on the weekends, and there are always strange people and kids in the gym. Clearly there are thefts here too, which is the only virgin gym I have heard that has thefts. I don’t know what’s going on here, but if you are looking to join I’d say maybe look somewhere else.

Negative experience: Unfortunately staff just mind their own work outs/funs and hanging around busy with being idle rather than helping, showing attention to customers. Unfortunately 3 months left to bare this gym as i very sadly signed yearly contract and they dont cancel that as long as they charge full amount of 3 months left. I never recommend this gym in ant case either for hygen, sessions, facilities etc. Never ever sign for a year contract. Try that monthly first, you will understand what i mean.

Negative experience: I've been a member of this club for 3 years, and I have always been very stoic about all the problems it had and has - run down changing rooms and spa, broken showers/sauna/steam room/water fountains/swimsuit drier (often and/or for long times). The straw that broke the camel's back, for me, was the continuous price increases, twice this year only. My membership costs almost double of what it did when I first signed up, and literally nothing has improved.

Negative experience: AVOID AT ALL COSTS! Staff are incredibly rude. This gym will try and get as much money out of you as possible, I planned to join after attending as a guest but quickly decided against this after they wouldn’t let several of my colleagues leave the gym without paying HUNDREDS of pounds! Really overpriced and team are not nice to be around. So glad I didn’t join this horrible scam of a gym.

Negative experience: Absolute disgrace of a gym. Facilities are rubbish staff are rude and unhelpful. The manager can’t even call you back. Oh and also they will hound you for fees that aren’t rightfully theirs. If you want to go to a gym with mediocre spa facilities covered in rust dust and bodily fluids, or share a sauna with a group of teenagers on tag, or if you want to go to a gym where the PTs are less fit than the clients then look no further this is the place for you. Also a great hotspot for robberies. Virgin you are a disgrace

Negative experience: Had all my personal belongings stolen from my locker within a space on 50 minutes of a gym session, on return to find my lock had been cut and my bag with high value goods had been taken. Spoke to locals and other members who said this is frequent and locker thefts happen on a weekly basis at this location. Whilst police identify further, we are assured theft, as items within the bag were tracked and last located at Cabot place, nearby One Canada square. Management team seemed unfazed and unhelpful, only pushed for help once legal terms were applied. Please do not ignore this pre warning and review lightly, this was my first visit to this location so be aware and be safe if you still intend to visit, gym space isn’t great; relatively small with lack of equipment and weight.

Fantastic experience: So comforting to now have a health club I can come daily to release tension and stress from my body. Lovely members, awesome and helpful staff ( with a special shoutout to Owais, LaTisha, Zaheer , and Anthony ) Classes are top tier and easy to book Spa area is kept nice and clean All the major workout equipment one could need.

Negative experience: Super dated. Poor weight training area - low ceilings so can’t even shoulder press or do proper pull ups. Men changing rooms constantly lacking shower gel. Shared sauna is basically a warm room and not a proper sauna. Fixtures broken in spa areas don’t give a premium feel. I honestly had a better weight training experience in £20 a month spots. Good location and pool is nice.

Fantastic experience: A very nice and organized gym. Especially the pool is very beautiful. It is very nice to watch Thames river from the pool. The jacuzzi is very spacious and comfortable.

Positive experience: I've been a member for over 2 years, and at the start, I really enjoyed it here. Going through Vitality, I paid £70 pcm back then. Now, the Vitality discount is £110 and the price increase combined with reduced services left me no option but to cancel. I am pregnant and have for months flagged that the temperature in the studio where HIIT, yoga, pilates, boxing, etc, takes place is far too hot. In summer, it's not infrequent to be over 30 degrees. Last year, I was uncomfortable and fatigued, but this year, I fear for passing out due to the hot temperatures. Every time I flag the issue not being resolved, they say the maintenance is looking at it. I am starting to doubt the maintenance guy even exists. No improvements, ever. The only thing they do when the studio is overheated is putting a sign outside the door apologising. The same sign year after year. Over a week ago I wrote a formal complaint to the manager using their online form, and have till this day not had a response or even recognition of the complaint. The showers are often quite dirty, and as others mention, running out of soap and conditioner. The spa area is nice, but looking at walls and ceiling, there is so much mould and mildew that needs to be dealt with but never seems to be attended. The temperature in the spa pool is often nice, but on regular occasions, I found it rather cold. Members in the spa area often film themselves and subsequently other guests, which is absolutely unacceptable. A sign has been put up, but clearly, the members of this very expensive gym are not considerate enough to care, and staff can't really do much about it. The gym classes and yoga classes I've attended have been great, and I will sorely miss attending them. But I just can't justify paying £110 for 4 yoga classes a month (I only attend one of the teachers' classes these days). Overall, I would say you probably get better value for money at other gyms. This location is nice, classes are good and the swimming pool is good. But the maintenence and attention to complaints are underwhelming.

Negative experience: To leave an honest review, I wouldn’t recommend. Been here over a month now and the Steam Room is already out of use, the communal Sauna doesn’t even reach 50 degrees, the Jacuzzi space only half the jets work and its always overcrowded as if theres a pool party. The gym floor is always crammed so you have to wait ages for equipment, and the equipment you wait for are the most basic and outdated equipment. The changing rooms are ancient, cracked lockers etc, the showers in the mens changing rooms are also dirty - shower gels and conditioners never being re filled. You wouldn’t expect this level of service for the price you pay. The gym needs a serious renovation and moderation. Cant even cancel or they charge a fee which is an absolute trap. I was told a week in i’d receive my 2 guest passes and yet haven’t received them neither.

Negative experience: I used to go there in 2022. High price and not very clean. Gym floor is so small and a lot of people are old there. I wouldnt recommend

Positive experience: It is slightly better than an average gym with the addition of a nice pool. My opinion about Virgin Active Canary Riverside is mixed, but there are improvements that could be made. Pros: - Nice pool with decent size and great views. - Quite large spa area (which could be maintained better though). Certainly one of the best and largest spa areas among the Virgin Active clubs. - Some of the classes are of relatively good quality. My favourite was HIIT. However, some classes, eg the swimming classes, are quite average or even worse to be honest. Cons: - The equipment of the gym is a bit outdated and nothing special. You can find the same or better machines to train in the most affordable and simple gyms. - The changing room area needs to be renovated. It is not nice at all. Apart from that, what I really disliked, is that people tend to be quite dirty and very noisy in the changing room area and the showers are not maintained and cleaned very well. Many times there is no shampoo and conditioner, while you have to tolerate the fact that some people put on loud music and scream in the changing room and shower area. That is completely unacceptable for a gym of that membership price. - The gym facilities and the spa area need to maintained and managed better. I remember that it took several months to fix the Sauna door. Same with a number of showers which were broken for quite some time. Overall, it doesn’t feel that it is a premium gym and certainly not worth the full price. If you live/work nearby, you want to join a gym with a pool and a spa, but not necessarily luxurious, and you have some sort of discount, it may be an option to consider. However, if you want a more luxurious gym experience and a place where you would relax, there are better options in London in that sort of price.

Negative experience: In dire need of renovation. The women’s changing rooms are rank, cracked tile, heavy limescale build up, broken swimsuit dryer machine, broken straighteners, frowzy smell in the spa areas. The rest of the gym has random stains everywhere and there’s no air conditioning. Paying £150-£200 a month is crazy considering how run down the place is. The weight equipment is incredibly limited, the cycling studio is tiny, there’s more cardio equipment than necessary. This venue is in dire need of renovation and upgrading. I haven’t visited the pool yet but to be honest, based on the state of the changing room, I’m a bit scared to.

Negative experience: Having been a member for a few years, the only thing good about this place is the spa. The gym is sadly outdated for the price they charge and you often have to wait for equipment. Classes are good, but basic and the same if you’re a regular meaning they can get boring. The spa nice, but maintenance is poor, that is when the steam room/sauna isn’t randomly Closed for “refurbishment”. The studio, honestly is quite run down, some parts on the barre handles are broken and are stuck with black duct tape. The gym is too basic and boring for the fee. Go to Thirdspace. Well worth the money and you definitely get the luxury vibe that this gym tried so hard to emulate

Negative experience: Thieves operate in the gym. Broken locker and stolen belongings. No actions from the gym management. Hear frequent news of theft. Gym itself is nice but not safe

Negative experience: Good gym, gone here for years - However, my watch, sunglasses and wedding ring was stolen from the locker. Not sure whether it's the area or the security of the locker room but this shouldn't ever ever happen. Site manager was nice but again, paying £200 a month to get robbed is a joke. Will not be going here ever again and still left stunned by the experience considering this is supposed to be a Tier 1 Gym.

Positive experience: Without a doubt, this gym tops my list. The staff is incredibly friendly, and they provide a diverse selection of personal trainers, each specializing in their own area (mine was boxing). They truly challenge you to reach your full potential. Additionally, there are plenty of amenities available, including a pool and sauna. It's definitely worth the investment.

Negative experience: The club is literally only good for convenience due to location. The security the club provides is completely appalling, I have had £3000 worth of goods stolen from the locker in the changing room which was locked with a virgin active padlock. For a club that is meant to be ‘high end’ who charge premium prices they do nothing for customers to feel safe in leaving their good inside lockers. I find it ridiculous that this is an occurrence in the first place. This has been happening for a numerous amount of years yet the club has done nothing to fix the situation for customers.

Negative experience: Used to be one of the gem locations but unfortunately now run down and looks like Virgin just letting it deteriorate and not with their attention anymore. Clearly understaffed, not enough maintenance and investment in the club. Lots of facilities in the changing room broken, spa unsightly, and gym machines out of service.

Negative experience: This was once one of the premier clubs in the Virgin Active chain. There are some elements of a past glory with the marble downstairs floor area, which is a complete waste of space because it has a few tired old sofas in it and leads to changing rooms that are not as big as the wasted area. The changing rooms are disgusting and not befitting of a club with this kind of membership fee. They need to spend serious money on a refurbishment.

Negative experience: I froze the card several times in the past year. Virgin charged me 3 months even if the card was frozen. I tried to contact one of the team to get a refund or a netting but she doesn’t reply. I want my money back as this are more then 400£ The gym Is very nice. The pool view is special. The gym and showers need to be more clean.

Negative experience: Instructor doing class next to gym, kept opening door and shouting so loudly that it could be heard on the gym floor. Member of staff was helpful and did assist in closing the door again but instructor kept opening it and noise was way too loud. This has put me off attending this club on a saturday morning again ! Please speak to your instructors as not everyone wants to tolerate this noise level ! Furthermore, the sinks in the female changing rooms are leaking constantly and a bucket is always overflowing with water all over the floor, I have noticed this now over the past 2 months and it has still not been fixed.

Negative experience: Since you emailed to ask my opinion, allow me to express my concerns regarding several issues I've encountered at your facility, which significantly detract from the user experience. Firstly, the steam room is barely functional. A vent is hanging precariously from the ceiling, secured only by a protruding rusty nail. Due to the vent not being properly affixed, the steam room fails to maintain an adequate level of steam, which is quite disappointing for users seeking to relax and unwind. During a discussion about this matter with fellow patrons in the steam room last evening, we informed a staff member of the situation. Her response was concerning: "You need to tell them, as they don't listen to us when we do." This indicates a deeper issue of communication breakdown within your team, and I urge you to start valuing your staff's input more seriously. Furthermore, the sauna has visible maintenance issues. A large section of what should be wood paneling is instead exposed raw plasterboard, which is unsightly and diminishes the overall ambiance of the space. Lastly, the gym equipment, particularly the bench press availability, is inadequate for the size of the facility. There is only one normal flat bench press for the entire gym, located on the top floor. This is frankly unacceptable and limits the workout options for your patrons. I sincerely hope that these issues can be addressed promptly to improve the experience for all users of your facility. Your attention to these matters would be greatly appreciated.

Negative experience: The gym falls short in several key areas that impact the overall gym experience. Firstly, the sauna door in the main pool area has been broken for over two months, posing a safety concern and inconvenience for members. The issue remains unresolved, indicating a lack of urgency in addressing maintenance issues. Additionally, the gym has faced ongoing problems with essential facilities such as water taps and dryers. Both water taps on the main gym floors have been non-functional for weeks, while the dryer in the men’s changing room has been out of service for days. These issues detract from the overall convenience and hygiene of the facility. Furthermore, the gym equipment is notably limited, with a lack of variety and insufficient numbers of machines. Members expect a wider range of equipment to cater to diverse workout needs, which is currently lacking at the gym. The gym itself requires urgent attention in terms of maintenance and refurbishment to provide a satisfactory experience for its members.

Negative experience: Terrible customer service specially from the PT team. Trainers keep spamming you and if you miss the small window of time they are interested in you, then you will lose your money and never even get a response back or refund. They are quick to sell you their programs and charge your card and never actually deliver the services. Disappointed and feel rubbed.

Positive experience: Great club but no Pilates studio, locker room v old school, bit of anti social elements make it unpleasant.

Fantastic experience: I have seen some really bad reviews on this gym, but since I been coming I love it. Spa sauna pool facilities are nice, the pools lovely with a relaxing views. Best part are the classes with really good teachers. This gym is crowded though sometimes which is unfortunate but for me as a all round experience when I go it’s very nice.

Negative experience: I am extremely disappointed with the recent experience at Virgin Active. My boyfriend has been a loyal member for two years, when the membership was £80 per month. However, the membership was £94 per month. The membership fee suddenly increased from £94 to £101 within a day, without any prior notice or explanation. When I visited the gym to join, I was met with mockery and disrespect from a staff member. Despite explaining my financial constraints, the staff member showed no empathy and rudely dismissed my concerns. Instead of offering a solution or showing basic courtesy, she abruptly ended the conversation. This behavior is unacceptable and reflects poorly on the customer service standards of Virgin Active. As a result of this unpleasant experience, my fiancée and I have decided to seek alternative gym memberships. Additionally, it's worth noting that the gym facilities are also showing signs of aging. I hope this feedback prompts Virgin Active to reassess their pricing policies and prioritize improving customer relations

Negative experience: My friend has brought me into the gym as the extra paid member recently. The swimming pool is great, a bit overcrowded and doesn’t feel as in pictures. Big sauna has the smell of the socks, sauna in men’s room is great and hot but upon my visit was also overcrowded. Didn’t feel welcomed and the gym (staff needs customer service training) in general had a bad vibe. The one day pass price felt a bit too expensive for experience I’ve had at this gym. But swimming pool and jakuzzi area could be great with less people!

Negative experience: Been Virgin Active member for over couple of years now on and off. Unfortunately, since the introduction of the Flexi membership (which gives the access to budget members to access the gym couple times per month) the gym is too overcrowded. Also, what was previously the gym of premium clientele, is now a mix of premium vs working class (more the latter) crowd due to Virgin offering more budget options to the public. Heard members having their phone stolen from locked lockers. In addition if you read the reviews of other members, the facilities advertised keeps being under maintenance. One day off can be multiple showers closed, the other day sauna not working. Sometimes it’s a bit difficult to manage being to enjoy using Virgin with these issues especially when you pay £131 per month. In addition, for premium gym some machines are not working. It needs an upgrade! All in all, Nuffield in Baltimore is a much better and cheaper option if you want similar facilities!

Negative experience: No where in London do you use cash except for the lockers at this gym where you need 20p. Also staff are incredibly unhelpful. The staff at the front saw me waiting in queue to speak to them but ignored me and helped someone behind me. Would not recommend.

Negative experience: Racist. Unwelcoming. Cheap and limiting gym. I’ve been going to this gym for 2 years due to convenience and pool. I have never felt welcomed by the staff apart from the minorities. I was racially attacked in the car park by the car park staff and I when I reported this to the gym they said it is none of their business as it was not in the gym and out of their jurisdiction. But in the same breath they proceeded to cancel my membership under the clause of ‘harassing a member of staff’. In addition to this I really mean it when I say was already going to leave as they are cheap and things are always broken and left so for months on end. At 1 point the lightbulb from the steam room was literally hanging out the ceiling and when reported they said ‘it’ll be fine, it’s got rubber wires’. I wish I could give it -5 stars.

Negative experience: Refused entry because I’m from a “lower tier” Virgin active (fair enough). So my friend gave me a guest pass (they are a member of Canary) and the receptionist refused access as “guest passes are allocated for non-members only”. Ridiculous rules!

Negative experience: Very rude service from the reception. It's obvious that they have lack of upbringing and a willingness to transfer their private frustrations to their clients. That's why I'm leaving this club. The same applies to the manager Luke and worker Geomayra who instead of providing help, also treat customers who pay a monthly subscription per se. We wish you good luck and we do not recommend this place. Have people forgotten themselves, do they not know what customer service is all about, being helpful and nice, so that the customer is satisfied, and not demonstrating and showing others what we can do, what power we have? We may not let you into the swimming pool without a reason . The main CEO, Dean Kowarski, probably has no idea what is going on in his clubs, otherwise he would send these employees to nice customer services training.

Positive experience: This review is based just on the spa and swimming facilities. Overall I liked it, the hydro pools were nice I liked the rocks. The sauna was a good size. I liked the swimming pool, I just wish there were more loungers. The steam room was nice but I wish it was dark inside and not as bright. Overall I liked it

Fantastic experience: Honestly I don’t get the complaining here: - great location - very friendly staff (Zaheer & Amelia were very patient and supportive) - the pool/sauna area is amazing - variety of classes and easy to book - clean/spacious and nice people So overall a great deal for that price - I have the Flexi+ Deal! Complains here are on a very very high level - so def. worth checking out and see for yourself! Cheers

Positive experience: Great location. Unfortunately, the owners seem content to let the facilities slowly run down. About half of the time you go there, the showers won't have soap. A few of them will be broken. The spa is nice and the equipment is ok for casual training.

Negative experience: My yearly membership comes to an end and I have to say that I won’t renew it. Gym conditions have been deteriorating over the months, poor equipment, less classes, Spa area dirty or out of use, lack of staff… really poor conditions for the price paid which is the shame as the potential could be great. Next stop Third Space.

Negative experience: Appearance and location is top notch and most of the staff are friendly. How ever… the Sauna, Steam and spa facilities are constantly out of order. The showers are frequently not working and good luck finishing any of the soap dispensers working. Equipment is average and is more likened to a hotel gym, not really the type of facility you would use for legitimate training, however, they do offer a range of classes if that’s more your thing. Further more, to often the staff fail to show up on time to actually open the gym, leaving members out in the cold waiting. It happened again this morning, after half an hour of waiting outside, I had to leave. Very poorly run. Really unfortunate because there is so much potential. I would save your 180£ a month! Look elsewhere

Negative experience: I have been a member at the Canary club for over a year. I am a regular gym user and have a DL membership as well (which is a much better club imo). Prior to moving out of London, I had informed the club about my move and was told it is fine as I will be out of contract anyway by that time. The app doesn’t Let you cancel if you are still within contract hence all has to be done in person. The club is very average at best, the facilities are really dirty and the gym isn’t really amazing for the price, only the location is good. The sauna is peeling apart and the steam room is more like a mouldy bunker, got forbid someone closes the door a little too hard and hot water falls from the ceiling. Now fast forward 3 months and since “cancelling” I have had my case passed on to debt collection. My partner who just happens to be a lawyer with colleagues specialising in these cases has found Virgin in breach of their contract with me multiple times, regarding the move and price increase. Please don’t be scammed by these crooks and go somewhere better.

Positive experience: Gym floor is on the smaller side so best to go in the mornings where if you gym before work you can get your shirt ironed too.

Negative experience: The walls of the Spa area are stained, not something you want to look at while trying to relax. The water temperature is not hot enough, compared to other spas, and it's definitely inconsistent, even across the same pool. People having loud conversations are not asked to be considerate by members of staff. The locker room and shower areas are freezing. Vouchers expiring after only a few months from the beginning of the merbership it's just greedy and out of touch.

Fantastic experience: Good location,easy to reach,beautiful view from the swimming pool. I like the cleanliness of the place, staff ready to help anytime. I enjoyed the Aqua classes,yoga and pilates. Really good deal money wise, if you think how much costs a yoga or Pilates session,as I can book as many classes as I want for one visit. I had my husband as a guest and he really enjoyed the swimming pool and hydropool.

Positive experience: I have been on and off member at VA Canary River side for over 15 years. The location is amazing and the staff is very nice and helpful. It's my place to relax and feel happy. I have recently rejoined the gym after a few years break. I can't express my disappointment to find out that for a gym this rank the minimum requirements aren't provided anymore (body lotion, face cleanser, cotton wool and ets) Very often the body wash in the shower is missing. The ceiling above the thermal pools needs amending and the common area of the spa and showers are pretty outdated. I wasn't informed that if you are 5 min late for a class you will not be able to attend. Which is ridiculous because the clock in the exercise studio is running 10-15 min fast. I've reported to the manager but last time I checked it wasn't fixed.

Positive experience: Very grubby. Showers filthy, leaky toilets. Sanitary bins don't open. One cleaning spray per Class in studio. It's fine so long as you're up to date with your vaccinations I guess

Positive experience: Such a shame how this gym has gone from the number 1 gym Virgin Active to this old relic. Been a member with Va for 15yrs but I rarely use this one. But after today's visit it's got worse. The equipment is obviously not checked to see if they are working correctly, and now they have removed all the toiletries from the changing room, which has not been updated since it opened and it definitely shows. If you have Third Space near you, why would you come here, if only for the lower membership fees. VA you need to start to compete again especially when the competition is miles ahead of you. And the constant closing gyms is certainly not a good sign of things to come. The swimming pool and spa is good.

Negative experience: Could be wonderful and at first sight is. The class teachers are great. But the Virgin staff chat among themselves and ignore customers (pretty much every time!) and the facilities are old and desperately need investment. Had an issue with a maintenance man in the ladies changing room which was dealt with but not very well. Would like to support them but I get better value elsewhere.

Negative experience: Saw this gym deteriorate over a number of years, gladly I’ve finally left. Large groups of men gawping over women in the spa, spitting in the showers and shouting at each other form across the room. Very typical for this part of London. Staff don’t bother to greet you or say hello. Sauna, steam and general facilities regularly broken and take far too long to get fixed.

Negative experience: Can't wait for my annual membership to expire so I can join PureGym instead. If you're considering joining I'd recommend trying it out at different times first. It's always too busy in the evenings and weekends, frequently has no towels or hot water so I have to cancel as I'm already at work/on the way so can't bring my own towel or can't enjoy the hydrotherapy pools which were the main reason I joined. The bodypump and yoga instructors are great but the studio is small and doesn't have aircon so unless you're by the one fan, classes are uncomfortable. The gym machines are old and there aren't enough of them so it's frequently too crowded to train. The pool is almost always too busy to use comfortably and at your own pace. I understand that they need space for classes and family time but on many occasions I've gone all the way there just to leave as I can't swim. I've been going to PureGym on my husband's free passes instead and enjoying it much more (and I'll be joining for less than a quarter of what I pay at Virgin!). Guest passes are crazy expensive now and I only get reminders that they're expiring after they've expired or on the day... I really wanted to love it but fortunately this branch of Virgin is not a premium experience and feels like mostly a waste of money. Unless you live very close and can be very flexible about the times you go, I'd look for other options.

Negative experience: This gym is very, very far off the pricing point, I'm only with it for vitality, I'll start with the positives, the spa is quite nice and all the staff I've interacted with have been brilliant, earning a two star rather than one. The range of equipment, especially machines is very low. The dressing rooms are old and battered, the showers do not look very clean and don't smell particularly good. There is constantly, constantly bars and dumbells left all over the floor by gym members, which I've almost tripped over on multiple occasions, either more staff need to be employed to sort that out, or the staff on the floor need to be telling members to put their equipment back when they're done with it, it's embarrassing, I've been to £25 a month gyms with better attention to equipment lying around than this one. When I compare this to third space, a gym I was with previously at a similar pricing point, the difference is colassal.

Negative experience: I’m on one year contract and I have 3 more moths on this contract. I pay the full price and I did not get any discounts as from the advertisement I believed it is worth investing my money in something that will help me to feel good. 9 moths after I hardly make it once per month to this gym. Here is why: On many occasions they run out of towels, and hot water during the winter. During the summer moths the temperatures in the spa and swimming pool areas were unbearable high and made me feel sick. The reception is rarely helpful or knowledgeable and provide no customer service, they are there just to ask if you swiped your card in disrespectful way and to tell you off like in the kinder-garden. The last thing you want going to the gym after an exhausting day or week is to be stressed and bothered by the rules of the entity you are a customer and pay the membership. Disappointed

Negative experience: Gyms selling point is the spa, other than that the lack of equipment is absurd considering the price you pay is quite inconvenient for all level of athletes as our only option is to visit another club that possibly may offer better facilities or possible competitors, even some of the inexpensive gyms have a much wider range of equipment and cleanliness. Many of the members of staff are quite rude/unfriendly/unapproachable. To summarise it all, I've had better experience in other competitors gyms. Despite all of this the actual gym users are top tier all friendly and appreciative, a great place to network/socialise!

Negative experience: Honestly the people that go to this gym don’t know decency or human hygiene. One guy was scrubbing his private areas with his cloth and with the same hand/cloth he used to open the door in the steam room. Another woman was fully clothed in the jacuzzi must be nice spreading the dirt in your clothes on our body’s! And another man kept blowing his nose several times and flicking the excess boogers on the floor in steam room. Another woman thinks it’s ok to leave the sauna door open to get fresh air whilst being in there like comon if you can’t stand the heat GET OUT THE KITCHEN. A lot of wrongens unfortunately attend this gym. I mean I thought sophisticated men and women attend this gym considering it’s in Canary Wharf clearly I should never judge a city by it’s cover. Oh yeah lastly PT’s especially the women think they own the equipment just because they have a client, they don’t even bother asking if you’re done with the equipment before they can use it, I had to stand my ground and tell one of them I’m still using it and she caught an attitude.

Negative experience: Virgin Gym Canary Wharf Riverside offers a great river view, but that’s it. My three-year experience has been disappointing. The facility's cleanliness and maintenance are major concerns. Worn-out machines with damaged padding, toilets in disrepair for weeks, mold on the spa ceiling, and subpar sauna and shower units. This stagnant state suggests a lack of management commitment to improvement. Antisocial behavior among club members, like playing loud music in the sauna and eating, creates an unpleasant atmosphere. Comparatively, my previous experience at PureGym, despite being cheaper, was much better in terms of cleanliness and equipment upkeep. In short, the appealing view can't compensate for the overall disappointing condition of Virgin Gym Canary Wharf Riverside. Issues with cleanliness, maintenance, and club member behavior need urgent attention from management. How many more 1star reviews have to be written until something will change??

Negative experience: The team is always say in the reception chatting away. The showers are filthy. Toilets are smelly. The cleaners use the towels you use on your body to clean the floors. Cleaners are also rude. When asking for guest passes I’m entitled to customer service have said it will take 24 hours. 3 days later still waiting. Gymnasium is small as your bedroom. The showers have mould. The jaccuzzi has limescale and sand. Don’t bother wasting money.

Fantastic experience: I’m new at the gym. First couple days was abit uncomfortable due to it being a completely different environment to what I’m used to. And I knew I had to introduce my mind and body to new types of training. Done a few classes. First class was a bit class. I really can’t remember the ladies name but she was 10/10. She knows who he is anyway. I done a boxing class which was good I really enjoyed it. Different to the type of boxing I do. Spa is great I’m really liking it and settling in really well. Would like to build a relationship with all the staff members too. Big up you guys

Negative experience: See my response to the gym’s solution to this complaint at the end. I am very disappointed by this gym for the following reasons: Many of the showers do not work and some of them are dirty. The lockers are dated and I have been robbed 2 times in less that a year, first it was airpods then my phone and airpod replacement. Nothing the administration could do. There are not enough machines and you can wait for a long time before you can work out properly. Many classes have been changes and other virgin active have better classes and facilities. The staff at the changing rooms only do the basic and could not see anything in the two times I got stolen from. The price is not justified as third space will only charge 40 pounds more a month for much more. Response to Virgin Active; thank you for looking into these matter, however, your response offers zero solutions. I will ensure that next time I encounter these issue I take pictures as post them to this complaint so you see the issues I and many other users see. The gym is very dismissive to the issues and only uses justifications. To give you an example, yesterday on the last floor a lady just dropped a 20kg weight on someone and she was shaking from the pain it caused. The place is cramped and not enough machines so people exercise everywhere they can. Please review your records as these are facts. I can also get the lady that got the weight dropped on her neck to add to this review.

Negative experience: Great instructors and classes, but in the last year, the cleanliness has really gone down. Tones of things broken (showers, toilets out of order, sinks broken, spin dryer broken..). Additionally, the safety and behaviour tolerated is appaling. Loud groups in relaxation areas with questionable behaviour towards women (I've been affected myself but also seen others affected - auch as inapproriate verbal comments and picture taking). Worst thing - some of the new pool staff even engage with these people as they seem to be their mates. Resulting in life guards being part of the disruption leaving members unable to address this appropriately. Been a member for 7 years now, worst state I've seen this gym in.

Negative experience: Absolutely have gone downhill. Had been a member for over 6 years and there is no spa etiquette or ways of controlling antisocial behaviours. The staff unfortunately doesn't seem to care. Today I witnessed a man shouting at a woman for opening the sauna room to look for someone and then subsequently threatening to hit a guy who was with his partner for *looking * at him'. People on phone speaking loudly, people sitting in the hydrotherapy pool and eating . Nobody to police anything. It's such a shame as I used to love this gym !Premium gym' with not so premium atmosphere, premium charges however! If virgin would like to send a copy and paste response to this, don't even bother doing that , this many people have complained and no change ...so....

Negative experience: Just signed back up after a few years away and boy has the club let its self go. Was a wonderful experience in the past however now the standards have dropped very low. Showers and spa area dirty, worn out and overused. Mould on the ceilings, damp smells everywhere, half of the stuff in the place doesn’t work - showers, shorts dryer, hairdryer. No complimentary cotton buds anymore. Used to feel like a luxury club now just some run down gym. I will be cancelling within my 14 day cooling off period for sure. Was looking forward to using this health club again but will most likely be changing to another establishment!

Negative experience: There are two main problems with this place: Safety & Hygiene Safety: To put it in simple terms they let people with criminal records attend this gym. I have witnessed a handful of members wearing ankle monitors with extremely rude behaviour/not following club rules, taking photos of girls in the spa area and talking foully about them. I have also on one occasion saw one gent having a large pocket knife in the changing room, there is also no CCTV on the gym floors. Hygiene: There is still large areas of mould around the spa area especially on the ceiling vents, this has been present for years. They shut the spa for a couple of days recently for a 'Deep clean' which they did not address the issue or even clean bottom surface of the main spa pool area- there was still sand and debris all around the edges. They close 8pm on the weekends, i struggle to think how they can't clean it regularly after closing hours given the price we pay

Negative experience: Completely agree with all points raised in other reviews: horrible management, dirty place, no basic hygiene, lots of problems with antisocial behaviour but this place is simply unsafe, especially for women. I have been a member for over 11 years and how enjoyable it was to come here but not any more. Every time I come something is wrong. The situation my friend and I encountered (two younger women) this Sunday on tennis court is just appalling. We have been verbally abused and threatened by a man who is a resident or came with a resident of the building Virgin Active shares the tennis court with. There is zero safety in this place. There is no even CCTV on the court as I discovered. It is a in remote place where you can't ask for help, that is why the person who abused us felt safe to do so. I reported the incident to the reception at Virgin Active immediately. As always I hear excuses and "there is no much we can do". I reported the incident to the police and they are taking this case seriously. If the gym can't protect its members police will need to get involved. I am sure it is not the first time police has to deal with cases at this gym, you can figure it out just reading the reviews. The worst Virgin Active gym in London. It is sad that people are still coming here and signing up. There are few good coaches still work at this gym but it is not enough to keep people here.