Anytime Fitness Kensington

Thanks for your review

Hi Roman, Thanks for your review. We apologise that you came all the way from Sheffield and didn't have the experience you expected. Our punching bag had to be taken down a few days ago as a bolt had come off of the hinge holding it up - due to health and safety we couldn't keep it up. The lat row is now working. The showers have been treated as well. Not sure what you mean about price as your membership isn't with us. Hopefully when everything is sorted, we can invite you all the way from Sheffield for a workout and you can, hopefully, give us a more positive review.

Thanks so much for your review, Stewart. Looking forward to having you again!

Hi Thomas, Thanks for your review. We're sorry you've had a negative experience. Kensington is an older gym than Chiswick - they opened two years ago. You are right, Kensington does need some investment and we are looking at options to get this done. We're also putting in place a new upper management team to increase income to be able to reinvest into our gyms. We do look forward to welcoming you again when we've had some time to take action and hope that we can make your review a far more positive one.

Thanks for your review. We're sorry to hear you had a poor experience. The machines are being serviced on the 5th of this month. The WiFi has never been a problem for anyone.

Hi Phil, Thanks for your review. Unfortunately there has been a delay in getting parts for some of the machines. We have someone coming out this Thursday to fix the machines where parts are available. We moved equipment around to create more space for members to use. We have always had the same number of trainers - thankfully for them they're just busier with more clients. Let's have a catch up when you're next in.

Hi and thank you for your review.

Hey Joel, Thanks so much for your review. We hope to see you again soon!

Hi Carl, Thanks for your review. We are sorry to hear you had a poor experience. The ventilation to the changing rooms works on a timer, which can cause the build up of dust. We do ensure two major cleans per day, along with smaller ones throughout the day. We are also looking at upgrading the changing rooms along with the gym. We do hope that we can welcome you back and hopefully turn your 1 star review into a 5 star review.

Hi Jad, Thanks for your review. We are aware that the gym is, unfortunately, quite dated. The good news is that we are expecting an upgrade this year. Chiswick is definitely a great gym, they opened last year and we're glad you're enjoying it there. We do hope that we can welcome you back soon, especially after we've had our refurbishment - which we are sure will turn your 2 star review into a 5!

Hi Eric, Thanks for your review. We apologise if we caused offense. We genuinely take an interest in where our members come from, especially being in Kensington. We meet people from all walks of life, and love that we have the opportunity to meet so many people. We look forward to welcoming you again.

Hi Steve, Thanks for your review. We are aware that the gym is dated, and we have budgeted to have an upgrade to our resistance machines this year. Would love to welcome you back for another workout and hopefully turn your 2 star review into a 5 star one.

Thanks so much for your review. We do try hard in the gym, and appreciate your feedback. Looking forward to seeing you again soon.

Thanks for your review Olivier. Super proud of how far you've come in your fitness journey as well!

Hi Lucas, We're sorry to hear you had a negative experience at the gym. We are set to undergo a major upgrade to our resistance machines, and then other parts of the gym. We hope that we can welcome you back in the future and change your review to five stars.

Hi Ben, Thanks for your review. We really do try our best and members like you make the job that little bit easier.

Sorry to see you had a poor experience. We hope to see you in the future and, hopefully, provide a better experience.

Thanks for your review, Robert. Can't wait to see you again!

Thanks so much for your review, Simon. Can't wait to see you again!

Hi Francesca, Thanks for your review. We're sorry to see that you didn't have the beast experience. We hope to see you again and get the opportunity to change your 2 star review into a 5 star one.

Thanks for your review, Poppy. Looking forward to seeing you again!

Hi Xavier, Thanks for your review. Hoping to turn your 3 stars in to 5 next time you're here.

Hi Matt, Thanks for your reply. Unfortunately, we've had a stint of bad luck with a number of machines breaking down on us. We are getting the repairs asap, and hope to welcome you then, and turn your 2 star review into a 5 star review.

Hi there, Thanks for your review. We are having a major upgrade this year with new resistance machines. We'd love to have you come in again once all of the equipment is here and hopefully turn your 1 star review into a 5 star review.

Hi Carlos, We apologise for the state of the gym at the moment. As we understand it, the invoices for repair have been paid, a d we are awaiting an appointment time for an engineer to attend. Regarding the bag rule, as you said, it's a small space so we try to ensure as few tripping hazards as possible for the benefit of everyone working out. Stage identifying themselves is just us allowing gym goers to know who we are so that there is no confusion or inconvenience - certainly not a flex.

Hi Lee, We apologise for this. We have no excuses - just really bad luck with multiple machines breaking all around the same time. We have been told that repairs have been paid for, and we are awaiting an appointment for an engineer to come in and carry out the necessary repairs. We do hope to see you again and hopefully turn that 3 star review into a 5 star one.

Hi Alex, We are so sorry to hear that you have not had a good experience at the gym. Unfortunately, we have had extremely bad luck with quite a few pieces of equipment breaking down on us in the last week or so. We are awaiting an engineer to visit and repair everything within the next 2 week. We do ensure to thorough cleans every day and mini-cleans throught the day as well. We hope to see you again soon, when we're in a better position as well with our equipment.

Hi Viktoria, Thanks so much for your review. Looking forward to seeing you again!

Hi Nabila, We have seen no evidence of any injuries - you certainly did not mention anything to staff otherwise it would have been logged in our accident book (a legal requirement). Leaving your first and only online review because you do not want to adhere to your contractual obligations shows a lack of integrity and refusal to take responsibility for your own actions. You were informed that your membership was cancelled and requires a full calendar month’s notice. You opted to ignore numerous attempts of ours to get in touch. You escalated the issue to a regional manager and were told there was no malpractice, and that we followed all of our procedures. Now that your account has been sent to a third party, you have opted to take to Google. Very disingenuous, and transparent. Whilst we appreciate your feedback, we kindly ask that you remove the names of any members of staff from your review. We are sure you can understand that people would not want their personal details appearing on a public platform, especially one as public as Google.

Hey Guillermo, Thanks so much for your review. We can't wait to see you again soon!

Thanks so much for the positive review! We look forward to welcoming you back in the future.

We're sorry to hear that you feel that a member of staff has been rude to you. We have checked our records and can see that you have never actually been in our gym. Whilst we appreciate feedback, baseless claims are not welcome.

Hi Avery, We're sorry you had such a bad experience. The changing room you have posted pictures of was locked and out of use due to the tiles being removed from the walls for a repair in the pipework - so we're not sure how (or why) you've gone in there unless you took it upon yourself to unlock the door and enter. All Anytime Fitness gyms are open 24 hours so all showers have a timer - so as not to waste water or even have a flood with members forgetting to turn the water off - it's a preventative measure - not a punishment. We are expecting a major upgrade to the gym this year and hope that you do give us another chance. Hopefully we can turn your one star review into a five.

Hi Zara, We're sorry that you feel unsafe in the gym. As we are a 24 hour gym, it is impossible for staff to be onsite to challenge everything negative that happens. We do depend on our members to be vigilant in who comes in to the gym. You seem to forget the part of the newsletter that also said that if you feel uncomfortable asking someone to use their own fob to enter, make a note of the time and let staff know, and we will deal with it when we're in next. To say that management is blaming members is extremely disingenuous. Management have explained that upgrades have been put on hold due to infrastructure within the gym needing the investment first - investment from the people who own the gym. This is a message that is given from the top down - not a decision that management at club level make. The signal isn't always great as we are an underground gym, but out WiFi is more than strong enough for watching videos, listening to music and taking calls. To say we do not provide a safe environment, when virtually all of your visits to the gym have been in the early hours of the morning, seems very disingenuous, considering you have never once complained of an unsafe experience. What we offer as a gym is a community and to that end we are as transparent as possible with our members. When changing rooms are closed, or machines are out of order, we tell the truth as to why. We ensure chemical cleans are undertaken in all of our changing rooms and wanted our members to feel safe in the knowledge that we do the best that we can by them. If you did not feel or understand that then we apologise. Things aren't always perfect at gyms - especially ones that are open 24 hours a day, but we do our best to make it as great a space for members and guests as possible. Regarding your comment in terms of the professionalism at the gym, I'd argue that trying to be as open with our members as possible and doing everything we can to ensure their health and safety, is a good thing. We have a humane approach to members where they need help, be it with exercise or even when in financial trouble. It would have been nice for you to have approached any member of staff with your concerns, because we genuinely believe that we have a good rapport and understanding with our members. We do hope that you find a gym that is better suited to you. We clearly missed the mark in making you feel at home, and part of the community here at Anytime Fitness Kensington.

Hi Billy, we're terribly sorry about this. It isn't actually controlled at club level. I have now personally removed your details from our system. I hope that this helps. As it stands, your review only hurts the club and not those actually responsible. If I could ask that the review be taken down, I'd massively appreciate it.

Actually quite funny. Glad to have you.

Hi Esea, We're so sorry that you didn't enjoy your experience at our gym. We have been budgeted for an upgrade this year. We hope that you change your mind about using our gym in the future and hopefully we'll turn that 1 star review into 5.

Hey Lucien, Thanks for your review. We don't have assisted pull-up machine but we do have equipment that would help by using our DAP. If you're visiting again, please feel free to ask staff to show you. We are expecting a major upgrade to the gym equipment this year and if you connect to our WiFi you should have no issues with connection. Please do come in again and hopefully we can turn those 3 stars into 5

Hi J, thanks for the review. We'll be going through some exciting upgrades and we'd love to have you come in again and use the gym - and hopefully turn those 3 stars into 5.

Thanks for the 5 star review, Saeed!

Hi Max, we're sorry that this has happened. These text messages aren't actually controlled at club level but by the marketing team. We saw your post on our company portal and have asked the marketing team to ensure this does not happen again. We do ask that you consider removing this negative review as we genuinely have no control and it only hurts the business at club level.

Hi there, We're sorry you didn't have the best experience. We are aware that some of the equipment is dated and to that end have budgeted for an upgrade for the new year. We'd love for you to come in and try the gym again when the upgrades are complete and hopefully we'll change your review to a 5 star one!

Hi Matthew, Thanks for your feedback. We are expecting a major upgrade to our equipment this year. Please do visit again and hopefully we can get a 5 star review

Hi Joshua, We're sorry your experience with us hasn't been great. It's quite surprising as your last visit to the gym was in April and during your year with us averaged 5 visits a month. We are windowless because we are underground. You must have known this when you took a lift from street level and went down two floors to get to the gym. We can assure you that we work hard when it comes to the cleaning and there are definitely no leaks in the sinks, that's just how taps work when you turn them on. The two months you had to pay were, in fact, two months that were owed to the business as part of your 12 month contract. Cancelling your direct debit at the 10 month mark does not void the remaining two months. Cancelling your direct debit does not cancel your membership - that's a Pure Gym thing. We do hope that you continue your fitness journey somewhere that makes you happier.

Hi Belinda, Thanks for your review. Hopefully we can turn that 4 into a 5 star review soon

Hi Faisal, we're sorry to see you didn't have a great experience at the gym. We clean the gym at least twice a day and extra if time allows and the gym isn't busy as we do not want to interrupt workouts. We are one of the older gyms so the atmosphere can seem dated but we have been assured that we will have an upgrade to the equipment this year or early next year. We hope that we can turn your two star review into a five star review in the future.

Thanks for the review, Adham. We can't wait to welcome you back soon!

Hi Janus, We apologise that you didn't have a great experience here with us. Unfortunately the WiFi has become a major issue and we are working with our providers to figure out the best way to get a stable connection whilst being so far underground. We are expecting a major upgrade to our resistance machines this year and early 2024 and hope that you give us another chance when this happens. The air conditioning is working just fine to UK standards. With countries that have far poorer air quality there may simply be different standards that have to be met. Having said that, our ventilation is controlled by the hotel we are adjacent to as we share the same building so this might be something you would want to mention to them. Lastly, we are a 24 hour gym but are not staffed 24 hours. When tailgating takes place we always ensure that members are contacted and warned which usually stops them from bringing people in again. On occasion we have had to ban members as well for continually breaking the rules. We hope that you enjoy the remainder of your stay in our country where we welcome millions of people throughout the year. They probably keep coming back for the "terrible service" ‍♂️

Thank you foe your 5 star review. We are expecting an upgrade this year and cannot wait to welcome you back!

Hi Natalia, we explained that the Internet is something that will be changed in the future. After speaking on the phone just now, it's clear that this negative review is because you didn't want to pay the final month of membership that you are contractually obligated to.

Hi Daniela, thanks for your feedback and we are sorry that your experience was not the best one. We agree that the machines are old but they're definitely not broken. Having said that, we are going to be going through a big upgrade to our resistance machines this year. With the upgrades, we will also look to completely redo the changing rooms and have cleaners onsite (full-time). We do have a cleaning schedule but as you can imagine that there are times in the day where the staff members (there's only two of us) aren't available to clean as often as might be necessary. We hope that you do give us another chance in the future and hopefully we can get a much better review next time.

Hey Robbie, we appreciate your feedback and are very happy to announce that we will have an upgrade to the resistance machines sometime this year. Hopefully that'll change the 3 stars into 5!

Hi there, Mick, thanks for your feedback. We apologise that the gym isn't in its best shape when you come in at 5/6am. We are sure you understand that we do not have staff in the gym overnight and can't clean or maintain the levels we aspire to when we are in from 8am. I can assure you that when we are onsite, the first thing that happens is the gym floor is tidied, hoovered, changing rooms are cleaned and any grime cleaned up. You also didn't join on the membership option you have sited. You were in fact given a discount on your membership and pay less than you have quoted. You also came in, had a tour and saw the gym and then chose to sign up. I am sure you understand that a 24 hour gym that is not staffed 24/7 will come with some drawbacks outside of staffed hours. We are looking to bring in a cleaner for those early hours and hope that this does help with your experience at the gym in the future.

Thank you so much for the review, Sophia. Was a pleasure having you with us and cannot wait to see you again!

Hi Elaine, we're sorry your experience wasn't to the standard we set ourselves. You're right in that the equipment is a little dated. To that end, we are upgrading the gym throughout 2023 and are expecting a number of new machines to be in the gym before the end of this year. We really do hope to see you again and hopefully change your review.

Hi Bridget, Thanks for your review. Many AF branches are franchises and owners can set their prices. To stop members from joining a cheaper gym and then using a more expensive one; an automatic transfer of membership is in place when someone uses one branch more than their original home gym. Yes, we are a smaller gym and that's because we have been in business longer than many of the other branches which are newer and occupy a larger space. There are numerous factors for pricing with one of them being location. We are, by far, the cheapest gym in Kensington and the only 24 hour gym in the area as well. As explained, if you would like to continue paying the lesser amounts then you'd need to remain at your home gym until the automatic transfer takes place again.

Thanks Nick, we'd love to have you in again and see if there's anything we can do to get that 3 star rating a little higher. If you're available some time, let us know.

Hi James, we apologise that the gym wasn't up to a standard that our members would expect of us. To help us with the gym floor being tidier, you could keep your belongings in a locker as requested or let us keep it in the office as offered. We'll make sure to have more regular cleans (currently they take play at 9am, 2pm and 4pm) and we can work together to have a cleaner and tidier gym. We are having an external company attend today to give us a quote for a deep clean which we will continue to have every quarter on top of the regular cleans throughout the day.

Thank you so much for the 5 star review!

Thanks for the review, Lou. We hope to see you again!

Thanks for the review, Dash! We all hope you're doing well!

Thanks for the review, Leo! We can't wait to see you again!

Emal and Staci definitely are amazing! We're so glad that you're enjoying your workouts and can't wait to see you again :D

Hi Mark, Thanks for the amazing review! We've got some work to do but we're definitely moving in the right direction. Can't wait to welcome you again!

Thank you bringing this to our attention, the club team have strict cleaning protocols in place for ensuring a safe and welcoming environment for members. We take any cleaning complaints very seriously and will endeavour to improve our processes to ensure this never happens again. Would you be able to contact the club and ask for Tom, and he would be able to show you around to alleviate your concerns? Thank you ATF Kensington

Hi David, Thanks for the positive feedback! We're glad you enjoyed your time at the gym and can't wait to see you again!

Hi Bachelin, thanks for your review. Unfortunately, we were dealing with a air-conditioning issue at the time of your visit (which has since been rectified). We'd love to have you back in the gym (our treat). We're always looking to make sure that all of our members and guests enjoy their experience with us.

Hi there, I'm sorry your experience at the gym wasn't as good as it should have been. Our AC is, unfortunately, out of our control at club level. We have brought in industrial coolers to help with temperatures and the changing rooms are cleaned every two hours. We have since began doing mini-clenas at hourly intervals. We hope to see you soon and make sure you have a better experience.

Hi Ali, Thanks for your 5 star rating! We're glad you enjoyed the gym as much as we love working here!

We appreciate your review, Zsolt. Since 2021 we have changed management and we have worked diligently to create an amazing atmosphere for members and guests.

Hi Monica, we're not the biggest gym but we've got a lot of heart. We're confident that members have everything for their workouts and are looking to make improvements through the year. We hope you enjoyed your workout!

Hi David, I apologise that this was an experience that you went through. I took over the club in 2021 and can assure you that there is now a direct line or contact between members and staff. If you ever do want to come back and give us another try, I'd be more than happy to sit down and have a chat and we can discuss membership options and see if we can find a way to rectify the poor service you received back in 2020.

Hi David, this is terrible and I can't imagine how you would ever trust us again. If it's of any comfort, I have taken over the gym and believe that we have made massive strides in making sure that our members and guests come first. We sell with integrity and hope that you do visit us in the future.

Thanks for the positive review, Arjun!

Hi Jeffrey, I'm sorry to see that you had such an experience with us. I took over the gym in 2021 and we have strived to provide quality service. I'm not entirely sure what the security deposit is that you're referring to but I'm assuming it's the fob/joining fee - this isn't actually a deposit to be refunded and I know that this is not your fault in thinking it is (I had to deal with this falsehood when I took over from my predecessors). I know this might be a burnt bridge but if you ever do find yourself in the area again, it would be great to meet and maybe even have you as a member again.

Hi Lucas, I'm so sorry that you feel what we offer doesn't match the pricing. In 2019, the price was £69.95 per month but this has since been revised to help people get back into fitness after the multiple lockdowns as well as the current cost of living. I am pleased to announce that we will be going through some upgrades in the gym and this will come with a price revision but I am confident that it will reflect the gym, the area and the facilities positively.

Thanks for such a great review, Chloe!

Hi Nik, I'm so sorry to see that your experience wasn't the best when you came. We are due an upgrade and we are very excited to see how the new equipment will change the entire scope of the gym. We hope to see you again in the near future and maybe we can get that 3 start review up?

Hi there, I'm so sorry that this happened. It's never a good feeling when you feel you have built a rapport with someone and then suddenly feel like it's gone. I have taken over the gym in 2021 and we have changed the staff as well as improved the quality of service. We really do hope that you do give us another change if you are ever in the area.

Thank you for your kind words Jamie, I'll be sure to pass them on to Raj. Kind regards, Darren (Manager)

Thanks for your review Mark, hope we can deliver 5-star service on your next visit! Kind regards, Darren (Manager)

Thanks for your review & kind words Jacob, I'm glad you enjoyed it here! Kind regards, Darren (Club Manager)

Thanks for your rating Winfield! Darren (Manager)

Thanks for your feedback Laura, please feel free to let us know what we can improve to make it 5-stars on your next visit! Kind regards, Darren (Manager)

Hi Alison, many thanks for your 5-star review! So glad to hear you had a great experience with us & I will pass on your feedback to Raj. Kind regards, Darren (Manager)

Hi Josh, many thanks for your review and kind words - glad to hear we met your expectations! Kind regards, Darren (Manager)

Many thanks for leaving a review and we're glad you had a great experience with us! Kind regards, Darren (Manager)

Thanks for your 5-star review and kind words Balraj and I'm glad you're enjoying the music too, we do try to keep it as varied as possible! Kind regards, Darren (Manager)

Thanks for the 5-star review Eddie and I completely agree! I will pass your comment on! Kind regards, Darren (Manager)

Thanks for the review and your kind words John. I completely agree, Raj is definitely the man & he is a valued member of our team - I will be sure to pass on your comments! Kind regards, Darren (Manager)

Hi Lloyd, I'm glad to hear you had a great experience and many thanks for the 5-star rating - I will be sure to pass your comments on to Raj. Kind regards, Darren (Manager)

Thank you for your kind words Rebecca - we aim to please and glad to hear you've had a good experience to date - it's great to have you on-board with us and we look forward to seeing you hit your fitness goals! Darren (Manager)

Thank you for your review Vic, we're really glad you found everything you needed and hopefully we will see you again in the future! Best wishes, Darren (Manager)

Hi Anton, thank you for your kind words. Raj is a great guy but not the manager yet! :P I will pass your comments on to him. Kind regards, Darren (Manager)

Thanks for the review and the kind words Ali, we look forward to seeing you in the gym soon! Kind regards, Darren (Club Manager)

Thank you for taking the time to leave us a review Rob and I'm glad the gym met your expectations, I will pass your comments on to Raj. Kind regards, Darren (Club Manager)

Hi Brad, many thanks for your kind words - I will pass your comments on to Raj and we look forward to seeing you again soon! Kind regards, Darren (Club Manager)

Hi Drew, I'm really glad you had a great visit and many thanks for your kind comments, I will pass them onto Raj. Darren (Club Manager)

Thanks for the kind words about the gym Carlo & I will pass your feedback onto Tom. Glad everything is going in the right direction! Kind regards, Darren (Manager)