Virgin Active

Negative experience: Poor gym etiquette, messy floors, no mirrors, outdated changerooms, budget friendly gym. I've just switched from The Lab to try a gym closer to home. Considering the price of over £100/month, I thought it would be somewhat comparable to other premium gyms in London. However, I am sad to report that this is only a few steps up from Pure Gym. Despite the recent 'refurbishment' that I've heard about, the change rooms are very outdated as are the pool and hot tub areas. The main floor of the gym is also in complete chaos each time I arrive with weights and barbells all over the floor. Seriously tripping hazards! There are many teens and children as well. I am used to North American gym culture and this gym reminds me of a uni or hotel gym. There are only about 2 mirrors in the whole space and they have opted for low cost machines that offer limited adjustability, compared to quality equipment. The cafe was so dirty when I arrived and the staff are so over run with that they can barely keep up. It's over run with gym bros, who clearly think Virgin Active is a flex, when really I feel like I'm working out in budget alternative to the actual premium gyms of London. I likely will cancel my membership at my earliest possibility unless some improvements are made to organisation, mirrors and cleanliness.

Fantastic experience: I’ve been going to virgin active for the past 18 months or so now, and I very much enjoy it. The staff are always kind and helpful. The classes which are on are excellent and there are some really nice facilities there too. I like how clean it usually is too, the cleaners do a great job there! I think the only other thing I’d like to see is a stairmaster - I’ve not noticed one there yet. Would definitely recommend overall to anyone!!

Negative experience: Unfortunately I don’t understand how is possible after 3 complain they don’t do anything for this gym in Mill Hill is unbelievable what I find even this evening in the women changing area, disgusting and I have all the pictures. Every time when I speak with manager from that store they always have excuses.

Fantastic experience: During the problem on virgin active month ago I lost my weekly points Send lots of emails not even respond Still I’m waiting for my points to give back to my account

Fantastic experience: Excellent customer service particularly the two staff members (Remi & Harshil)

Positive experience: Really disappointed by the lack of good cardio machines, more stairmasters are seriously needed! Considering how expensive it's so frustrating to go because you sometimes have to literally queue for stairmaster

Negative experience: I can somehow understand the frustration about the price increases over the last couple of years but the new towel policy is an absolute joke. Also, the staff are absolutely unprofessional that can’t even communicate properly. Bunch of clowns

Positive experience: I am glad I have gone a few times as a guest, staff are not engaging and lack customer service. It’s like dealing with teenagers who can’t talk and be pleasant. The gym is ok, no etiquette to put weights back or put things back how they should be but then if staff don’t encourage it then it won’t happen. Sauna and steam room are okay. Overpriced for what you get imo. Better gyms out there

Fantastic experience: Just signed up with the help and courtesy of James at the reception desk. He gave me great service and was kind and patient, explaining to me everything I needed to know. Thank you James! The club looks great

Positive experience: Everything is good but the Changing rooms and showers are quite old. I think they need to be replaced and updated. Many thanks

Fantastic experience: Great club with ample of quality facilities. Great service and fabulous gym equipments.

Fantastic experience: Really happy with this gym and highly recommend

Negative experience: book the gym for my husband,1 of the trainer approched him for a trial if he's not happy there want be any subcriptions.trainer left the placewithout cancelling or get someone to be in touch with us.I have been overcharged for 3 months,when contacting them,I was told they can't proceed with a refund,some extra sessions will be provide as a good gesture.I have said I do not want any of there complimentary sessions,all I won't is my refund.Why I have to pay for what I haven't used.My point of view it looks they are just scammers.Avoid at any cost,plenty of Gym where better service are provided.

Negative experience: Shorts are always dirty and smells. Staff don’t know who they charge PT if have same names.. never picks up customer service calls hang on over 45mins.

Negative experience: I’m extremely disappointed with my experience at this facility. I filed a complaint due to the disrespectful behaviour of the staff, and the manager’s response was far from impartial—there was no proper investigation. It felt as though the management values the staff’s views more than the members, as they seemed to support the staff’s actions instead of addressing the issue and issuing warnings against future occurrences. Additionally, the women’s changing rooms and toilets are dirty and in poor condition. To make matters worse, the staff feel they have the liberty to abruptly ask members to leave, even though the contracted closing time has not yet passed, and management responds in a supportive manner to the staff rather than addressing the situation. I regret joining and would advise anyone considering this place to exercise caution.

Fantastic experience: I would like to thank Harshil Vekariya for cheerfully showing me around and not showing any sign of boredom. Have just joined the club. Having been a member of a number of sports clubs, I can say this is very good. Just need to arrange an induction

Negative experience: Gym space is okay but spa area and the changing rooms are old and filthy

Negative experience: Only gym I’ve been to where front desk staff ignore people who say hello on the way in/out

Fantastic experience: I have just joined this gym and am very excited to start. James showed me around, and was very helpful and informative.

Fantastic experience: Remi showed me around the club and I was impressed. She was also super friendly and answered all my questions!!

Negative experience: Very dirty gym , always very busy you need to wait at least 5,7 min for each machine, they just got a very small mirror , women toilet are awful, very smelly no tissue most of the time

Fantastic experience: Great place, James is a top lad made me feel very welcome

Fantastic experience: Really enjoyed my first session at this gym and James at the front desk who got us signed up was fab - super patient and friendly.

Fantastic experience: Signed up a week ago and absolutely loving the gym! I can’t understand the recent bad reviews. The facilities are great, with modern machines and a recent refurbishment. The swimming pool isn’t huge but never feels crowded, even during busy times. The staff are super friendly—special thanks to Remi for showing me around and helping with my application; she was so kind and helpful. Keep up the great work!

Fantastic experience: Pleasant first tour conducted by Harshil at the club. Quite popular by the look of things.

Negative experience: I paid £50 for a guest pass for myself and 2 kids to use the swimming pool. The kids pool was initially closed due to limited staff, when access was granted the pool was too cold so my youngest child lasted 15 minutes. Following the swim we tried to use the showers but these were also cold!! We complained at reception but they had little to no interest. Awful experience. Do not use his gym. Adding more info to this following the response. Sorry but did you read my review? I paid £50 for this experience! I will not be coming back. You should be offering a full refund at the very minimum. Your response shows a complete lack of understanding and care for customer experience.

Fantastic experience: Remi was amazing during my tour of Virgin Active. She was friendly and answered all my questions. She made everything so easy and welcoming that I signed up the next day. The sign-up process was smooth and quick thanks to her.

Negative experience: Very dirty! I found a lot of rubbish and dirt in the jacuzzi on January 1, 2024. This branch is the dirtiest compared to the others, I mainly use this one over the weekends and during the week I go to the bank station near my work place. Sadly I did not have my phone to take pictures but anytime you go easily you can feel is not a clean and hygiene space.

Negative experience: Disgusting gym, there is mold growing in the shower and pool area.

Negative experience: Disgusting and filthy gym. I saw nicotine pouches on the floor next to the pool. Mould in mens changing room. The gym is half decent, theyve done renno but the squat racks are not on a platform and half of them are opposing a mirror. Horrible gym

Positive experience: I use this gym for over 5 years now, equipments are very good, nice place for workout. I can see the trainers are very knowledgable! "The gym area has a supportive atmosphere that motivates me to reach my fitness goals." "Clean and spacious facility, friendly staf, specially, it is great to see the smily and energetic face of Niloufar early morning welcoming you to the fitness. 1 star taken off because of the shower rooms and steam need updating and regular cleaning.....

Fantastic experience: Max Begum. Helped set me up in club. Top receptionist, really efficient

Negative experience: Nice gym but need to up the cleaning in spa area steam rooms Blaming it on the clients is rubbish cos all the clients complain They just need to increase the cleaning schedule. Members pay the gym enough for a small ask which should be standard It depends a lot on the cleaner cos I have experienced dedicated cleaner, place tip top all day, smells fresh, and other cleaner just hose down, without using cleaning products or actually taken the time to scrub Totally down to the club, educating the cleaners and doing inspections to ensure these areas are clean !!!!

Fantastic experience: I’ve been a member of this gym since it was built and have seen many changes and many staff . The staff are all friendly and attentive. James has joined recently on reception and he’s very helpful and professional. So I’m giving him 5 stars ! Mario and Granit are very good too and always help me if I need help with anything. The only thing is that I think the classes have gone down hill . The new people won’t know any different as they don’t know what they was like before. Mill Hill has got rid of Zumba ( yet they still have it in Swiss Cottage) they have got rid of body combat too. Since covid body pump is now only 45 min class instead of an hour . Yet yoga and Pilates are an hour. Spin classes and aqua are boring now because the instructors are not allowed to use original artists music ! Instead we have to listen to music we ve never heard of ! So just saying , staff 5 stars . Classes 2 stars ! Oh and also the new renovated gym floor it dominated by 2 in-house classes : lift club and strength and conditioning. After a while become very samey and also aways seems to be a shortage of 4kg and 5kg dumbbells . Hip hip horay for James though !!

Fantastic experience: Personally, I have found Virgin Active in Mill Hill to be a great club! Sure there is some room for improvement in terms of the cleanliness of bathroom and shower facilities particularly later in the evening (but this also falls to people using the club). The classes and class instructors are great. There is a friendly and down to earth culture at the club. A special shout out to Josephine and Charlene and to my PT Giovanni who is excellent!

Fantastic experience: Nice big open gym. Plenty of facilities lots of equipment to use. Clean and lay out of the gym is nice. Changing rooms are also ok - could do with a little update with the lockers but apart from that seems pretty much standard. This gym is key card access not wrist band access.

Fantastic experience: James was very helpful with my renewal issue. He consistently demonstrated empathy while addressing the problem and explained everything clearly. Thanks so much for his assistance.

Fantastic experience: Joined gym today. Remi Pindoria was very helpful and explained everything.She provided an excellent customer service.Gym is very spacious and just 2 min walk from where I live.Looking forward to train.

Fantastic experience: I recently joined Virgin active Mill Hill, it was one of the best gyms that I visited, the facilities are great it is very clean and friendly. I was shown around by Mario who was great and very helpful, and today I received my free personal training from Rita who was very kind and professional. I feel that Mill Hill virgin active definitely stands out due to its parking it’s facilities and the professionalism of it’s staff.

Positive experience: Great classes, equipment and brilliant that there is parking. The only real negative is the changing room, the showers are horrendously bad, really unkept, definitely not being cleaned daily, terrible smell and poorly lit.

Fantastic experience: Great tour by Remi! Super detailed & accommodating - we’re excited to join this month :)

Negative experience: My friend was asked to leave virgin active at Mill Hill today for wearing a t shirt with Hebrew letters on it..a Muslim man wearing an Ali Sword Islamic pendant was OFFENDED.. the manager refused to address the situation and she was asked to leave by a staff member. Since when has it been policy to kick out Jews? Can we not wear Star of David either now?

Negative experience: Antisemitism at its best! Thanks, very nice.

Negative experience: Dirty and unhygienic, used plasters on the floor of the changing room etc Staff awful, rude unhelpful, clearly resent the work. Poor leadership

Fantastic experience: I registered today, and Remi made the entire process smooth and enjoyable. She was attentive, handled the registration quickly, gave me a thorough tour, and answered all my questions. Her professionalism and friendly support made me feel confident in my choice. Highly recommended!

Negative experience: I opted for the monthly membership specifically for the flexibility to cancel anytime, even though it costs more than the annual option. However, when I requested cancellation, I was informed that it couldn't take effect until two months later, despite no mention of this restriction beforehand. They also failed to cancel the direct debit as promised. Be cautious and confirm all terms clearly to avoid similar issues Following your response below, I intend to update my review to highlight the inconsistency in your approach. While your public reply here appears courteous and aimed at attracting more customers, your team blocked my access a week before my notice period ended. They also stated that if I didn’t pay for the upcoming month, I would be denied entry, even though I had already paid for the current month.

Fantastic experience: Welcoming friendly atmosphere. Fully equipped - latest machines. Super clean facilities, fresh towels, juice bar, lots of classes and good PT. What’s not to love!

Fantastic experience: Friendly and efficient staff member, Naz, who showed me round and was very knowledable about the discounts and app. I am looking forward to using my membership to swim.

Positive experience: The training facilities are ok, not managed very well. The equipment is all over the place, weights are in the wrong place and never grouped together. Bathrooms are very average and old, could be cleaner and better maintained, some of the lockers are broken. There is some equipment they don't have, like big medicine balls and heavier medicine balls. People leave their weights around and weights on the bars. Personal trainers take up a lot of space and sometime hold onto equipment for long periods of time. the water fountain water is warm and never cold There is no cold plunge pool which would be nice. Change rooms are old and need to be upgraded or at least renovated. Bathrooms smell. its an ok gym. not a great area if you like doing crossfit workouts. Hoping the gym will up their game soon

Fantastic experience: I signed up last month to the Mill Hill club and the o birding process was really smooth and easy. Chelsea Conceptio had answers to all my questions and ensured that I got the best deal from the offers available. All of this within a quick 30 mins and there I was ready to get on my fitness journey.

Fantastic experience: Had a great experience. Remi showed me around and explained everything in detail. A friendly and kind individual. Great customer service from Remi.

Negative experience: 1. Very very poor cleaning quality. 2. Staff kick you out 30 minutes before closing time. They also won't let you in more than an hour prior to the closing time. 3. Classes lack any consistency when it comes to the instructor behavior and workout flow. 4. Their yoga studio's clock is ahead of the real time and some instructors lock the door before the class starts. 5. They monitor class attendance inconsistently (sometimes by the instructors checking a printed list sometimes by card swipe at the gates). So they mistakenly send you warning and give penalty for missing the classes which is unfair. 6. Members need a physical card to enter which is backward and stupid for such an expensive club these days. 7. The showers at the pool are filthy, old and smell horrible. 8. PTs are pushy to make you buy sessions.

Fantastic experience: I have been member of V.A Gym Swiss cottage, Merchant Sq and recently started Mill Hill. By far Mill Hill V.A stands out for its space, equipment, parking and of course the professional staff. Remi @front desk 5* Professional

Fantastic experience: So far so good Over time hope and hopefully gym equipment will be put in the right place Equipment is updated but maintaining is another issue that is need to be addressed

Negative experience: Decent gym but everything is always dirty, if you pick up the weights you’ll get black dirt on your hands, toilet is comparable to a train station bathroom you wouldn’t want to use it unless desperate.

Fantastic experience: Out of all the gyms I toured this is the best gym. It has the most machines which means less queuing and the floor doesn't get too crowded even though there are lots of people. I'd do something about the parking area, it's quite narrow to drive around in and a lot of pot holes, but you'll always find a space. Remi was great on the tour she was approachable and answered all my queries.

Positive experience: Really great gym, the gym upgrade of the equipment and workout space is fantastic. I was a member a few years ago and this upgrade makes a massive difference. The thing for me that lets the gym down is the changing and shower facilities. These are really due an upgrade. I hope this is next on the list of works. that will really turn this into a fantastic health club. Also, I think if the cafe could open up earlier, then the early morning gym goers could grab a coffee after their workout before heading into work :D

Fantastic experience: Just joined the gym and had a very good introduction from Remi Pindoria. She answered all my questions regarding the facilities.

Negative experience: Filthy despite a recent renovation. The pilates floor looks like it gets swept and cleaned once a month. The bottom of my socks are filthy after each visit. Locker room is pretty average and looking at my attached photo don't get cleaned either.

Negative experience: I've been a member for two years. The Manager, Lin, dealt with a recent problem I had well. Thank you Lin. (Virgin and the gym generally are one star!). - changing rooms are old and disgusting - toilets old, don't flush, often no toilet roll - Mixed sauna is a no go area for women - since they catered mostly for men by refurbing and putting in a lot of heavy weights areas and removing cardio equipment I now have to queue for a treadmill. They already completely dominate the gym floor, harassing women in their quiet spots of isolation for whatever equipment they want to take and it's now worse. - gym floor is a mess no one puts things away and there's no staff helping. It's a safety hazard most days. - Front of house staff are self first, customer second. James recently blocked my access as a reaction to me not letting him take my photo when I was late to a class. I had no forewarning of this request, he appeared to panic at something unimportant and he caught me off guard. I said I'd do it on my next visit or offered to send a photo on email (which the Manager was fine for me to do). James should reflect on his controlling and emotionally reactive behaviour to how he handled this situation which made me feel very uncomfortable and punished. - the new Virgin app is SO BAD. They have put all energy into promoting Virgin and 0 consideration to the customer and how we use the app. It's overwhelming in information and completely chaotic. Did you do any UX research on the design?? Survey customers? It doesn't surprise me their staff don't care for the customer as it's evident via the new app that Virgin culturally pay no attention or care for the customer experience

Positive experience: The gyms wifi is really bad, 9 out of 10 there’s literally no connection. The gym floor is always really messy, wrong dumbbells on the racks or weight plates and dumbbells all over the place making everyone look for it. Other than these everything is good, staff are truthful and kind.

Fantastic experience: Joined Virgin Active a few days ago and spoke with Chelsea who managed my membership. She was friendly and helpful. I’m also very impressed with the facilities.

Fantastic experience: Great gym, excellent facilities & vibrant atmosphere! Chelsea gave me a wonderful introductory offer I couldn’t refuse… would highly recommend

Fantastic experience: A big thank you to Mario for showing me around the gym and explaining the programs to me, the available facilities are great and I'm happy I became a member.

Negative experience: The gym has such potential but is let down by the sub standard charging facilities, the toilets are aweful & you’re lucky to find toilet paper. There are not enough mirrors on the gym floor & be prepared to be leered at & referred to as “beautiful, hot & gorgeous” by PTs who have no rapport with you & that you do not train with which I find to be overstepping professional boundaries. The gym looks like it should uphold the most professional standards but in fact is driven by an insecure gang of PTs lacking clients which can leave one feeling quite vulnerable. I joined online but when attending the gym was not offered an induction and only one member of staff who introduced himself to me was Kairo…..reception staff are all lovely the rest of the team massively let them down. My summary:- expect Pure Gym with a spa facility

Positive experience: Hello there I started joining virgin active club a week ago as a new member, the service, the attitude of the staff was good, the temperature and cleanliness of the dry sauna was also good, the steam sauna was also good in every way, but in the end I would like to mention two things I do, firstly, it would be much better if there were more equipment in the gym, because this gym should be excellent in every way, secondly, the temperature of the jacuzzi should be warm, not cold ! Because it is very important for me and anyone to recover after training by the jacuzzi and my experience with the jacuzzi was not good at all, I hope these two problems will be solved soon because they are actually out of the standard ! Especially for a exclusive health club ! Kind regards BAHADOR

Fantastic experience: Very nice. Big pool, big facilities, lots of parking. Worth the visit but membership is a bit dear. Unfortunately Cus of that I won’t be visiting again but if it’s within your price range it’s deffo worth it

Negative experience: They don't let you try out a class before joining. Confusing membership scheme. Join via Vitality is more expensive than joining direct!!!!

Negative experience: DO NOT BUY any PT Session, this is my suggestion to all of my friends when they are going to this gym. They weren’t Honest with me from the beginning The first day I join, I was marketed the ‘PT’. As I was new, I caved into their 3 months PT plan and signed the contract l. Now what they dont give you is the contract document which binds you legally to certain aspects. Like for example, you can cancel before 7 days only. I didn’t know as I didn’t read any contract document as I was given no contract document. It seems like disingenuous to provide contract documents on demand as one person told us. So we didn’t know when the contract would start. we thought it was month of May when in fact it was June because we signed it after their cutoff date. Whatever that means because we don’t know as we never read the document. Now our pt said for the month of May, he is going to provide two free sessions and we buy “2 for 1” sessions which basically means 2 sessions for cost of one. After doing two sessions and coupled with lacklustre performance, I decided to cancel. Voila, first there were mails to and fro. I felt like playing tennis. Ultimately, I am stuck with the same PT who does not give me time, same PT head who does not want to change trainer and same contract which i blindly signed into. paying upwards of 500£ for dishonesty

Fantastic experience: When I went for the first time to Virgin Active Mill Hill I was assisted by Mario Papadopoulos, his professionalism and excellent customer service skills was 10/10 so much to the fact that after speaking with him I joined the gym. His soft skills are second to none and in my opinion should be noted by all senior management. Thank Mario, you made my experience at Virgin Active Mill Hill a good one!

Positive experience: I joined Virgin Mill Hill on Saturday. I was shown around by Chelsea who was extremely helpful and very nice. I can't wait to hit the ground running with the gym, classes and the pool. For me it's good value for all that you get and it's very clean. It's another David Lloyd without the ourdoor pool, tennis courts and extortionate prices.

Fantastic experience: Impressive gym/facilities and thanks to Chelsea one of the Consultants there who was so helpful (gave us a tour though her shift had ended) and swiftly got us the membership we needed with guest passes. We cancelled Nuffield Health for this gym and it's the most value for money.

Negative experience: They are the worst gym and club in North West London and their management team has discriminated against my mental health disabilities leaving me in so much distress, anxiety and depression as a result so they are not an all inclusive gym be warned and their management team are extremely rude and the staff in the cafe are rude and have no customer service experience plus it is extremely expensive and overpriced too! The changing facilities and toilets are filthy too and none of the equipment is clean!

Fantastic experience: Chelsea is absolutely amazing, as she was so patient showing me and my partner the facilities. Thus, we could make a happy informed decision. Thanks a lotttt

Positive experience: Love the cafe but should be completely plant based. Reo is superb. Kind and supportive, a real asset to the place. Swimming pool should be easier to access for those with limited mobility.

Negative experience: I used to be a member at this virgin active and was keen to go check out the new facilities a couple weeks ago as my mum had a guest pass. I’ve been to many gyms in my life and this is by far the worst gym/health club I have ever been to. To begin with, some of the staff there are incredibly rude and make you feel so uncomfortable. I was showing my mum some exercises she could do to help her before my own workout and a staff member named Marcin came up to us and pretty much threatened to ban my mum from the gym (she has been a member there for 12 years) because he assumed that she was having a private personal training session. We then explained to her that I’m her son and I’m purely just helping her out and I’m on a guest pass. He then threatened her again and showed no understanding to the situation. I was absolutely shocked as I have never received such poor service in my life. A gym is a friendly, warm environment where everyone helps one another, and he made me feel like helping my own mum out with a few exercises is illegal and any person with an ounce of common sense would disagree with Marcin and the way he treated us. Furthermore, the gym is extremely filthy, I don’t think it ever gets cleaned. There is so much dust and dirt, I had dirt under my finger nails after my session which is crazy. Many members have complained about the dirt yet nothing ever gets done which just shows how much they care about their members. The changing rooms are the worst changing rooms I have ever seen in my life. They were past their sell by date 9 years ago when I first joined and they’re the exact same. They look like something from the 1950s and the fact that the membership is around £100 a month is shocking. I still cannot believe they have not been renovated. They are so filthy and dusty and the showers/toilets are grim and massively due a renovation. Lastly, the hot tub in the spa is lukewarm and definitely not a normal hot tub temperature which is very disappointing and the sauna had a very weird stench to it which isn’t exactly ideal when all you want to do is just sit and relax in the sauna. Overall, I would not recommend joining this gym because it is not worth anything more than £30 a month.

Negative experience: I have been a member for many years. They have never valued or heard our voice. It is scanm to cancelled all of popular classes after making us to commit our membership for 12 months. The swimming pool/jacuzzi are always cold. Not properly cleaned. You see balls of dust everywhere. Their interests are only get many members for a short period.

Negative experience: I have been using this Gym for 1 year now and the level of cleaning is really bad . The males showers and toilets are disgusting, Really need a better cleaning company.

Negative experience: Overall, my experience with the spa facility, particularly the jacuzzi, was disappointing. The jacuzzi's temperature was notably cold instead of the expected warmth, and the water pressure was lacking. Given that the spa was a significant factor in my choice of gym, I'm disappointed with the current state. I hope the management addresses these issues promptly for an improved experience.

Positive experience: The instructors are pretty great and the gym has recently had a face-lift. Downside is the terrible shower facilities otherwise it would be pretty neat!

Negative experience: I joined for the classes and the teachers are great but the gym recently decided to reduce costs by only playing elevator music. It's difficult to do a spin class to such rubbish music

Negative experience: It was a great gym until recently they have introduced non royalty music which has a huge impact on dance classes the management did not consult the members and have no regard for them

Fantastic experience: Love being a member of Virgin Active Mill Hill. Special praise must go to James Llewellyn who works on the front desk and maintains the gym. James always provides me and the other members with great customer service. Recently he went above and beyond to make sure I was booking my VA classes properly. Will definitely recommend VA Mill Hill gym to anyone whop wants to workout in a gym with a genuine family culture and atmosphere.

Fantastic experience: Recently signed up and initial impressions are great. I was signed up and given a tour by Remi who was very welcoming and gave an in depth overview/tour of the facilities answering all questions I had. Very friendly!

Fantastic experience: Remi was great she made my first time a pleasant experience customer service is 5 star well done, iam a full time member, thanks again Remi

Negative experience: Overcrowded and rundown. Rude and unhygienic clientale is not challenged by staff who are probably paid minimum wage thus i dont blame them. Extortianate fees due to the fact its the only gym next to Millbrook Park - about 100£ fixed for 12 months for new members. Avoid at all costs.

Fantastic experience: Was greeted by a delightful young lady on front desk called Charlotte. I had a tour with Chelsea who was brilliant, she seemed very knowledgable on all the equipment and was able to answer all my questions. She showed me how certain machines worked and helped set me up on the bodi trax app Thank you Charlotte and Chelsea for making my first time at this gym such a pleasant experience

Negative experience: First time member at virgin and so far couldn’t find any justification for the price they charging. Facilities are old, all Pilates classes are fully booked constantly, Stuff isn’t helpful or friendly. Will not renew my membership

Negative experience: Very frustrated experience with my toddler, most of staff are friendly & ok though. BUT the young guy at the reception was very unfriendly, unhelpful for us. He didn't care that go there with very young toddler is such a big work. I already decided to cancel my membership even though just joined for 2weeks, will never back again. I don't recommend to someone who has kids. Disgraceful.

Negative experience: First time being a member of virgin active and was very disappointing. I don’t see the difference between this and a Better gym, though the membership price is hugely different. Not sure why it’s so expensive with the quality of the service and facilities on site. They probably know that they’re the only gym in the area so make no effort to improve its facilities. The place needs some love and renewal plans.

Fantastic experience: Everyone at the club (that I know) agrees the new transformation has been carried out professionally, certainly adding positively to the availability of equipment and the dynamism / ambience of the club. I'm pleased I joined. Thank you for the opportunity.

Fantastic experience: Remi showed me round the gym and was very helpful with the questions I had. She was very friendly and approachable. A great asset to the team. The gym overall is beautiful with the new refurbishment and I would strongly suggest joining.

Fantastic experience: Wow refurb is looking great so far, hip thrust machines are a nice touch and saw some stair masters brought in finally. Brilliant!

Positive experience: *****Originally gave 2 stars but increased the rating to 3 upon recent gym refurbishments which make for more appropriate free weights and machines area. Also thanks for fixing the water fountain. But the issues with the steam room and low temperature jacuzzi are still prevalent. Will be sure to update again If they are addressed. Also would appreciate if you stop increasing member ship prices.****** I have been going to various virgins for a while now and I would imagine I have a better deal compared to new comers who pay a minimum of 90 pounds/month with 12 months contract. They also keep changing and increasing my membership costs yearly. You should know the following before signing up: 1. Steam room not steamy often smelly 2. jacuzzi is very cold temperature I never use it 3. The water fountains don’t work properly 4. The weight area is very small, it get busy and there are only 2 squat racks. 5. They also don’t have most of the machines that are found in almost all other gyms. On the other hand the staff are very nice and the environment is good but the facility is honestly not worth the price at all.

Negative experience: Everywhere was dirty, and no one removed the used towels for ages. Around the pool was disgusting, lifeguards just talk each other and did not watch the pool. Complain to management is a worthless, awful club ever.

Negative experience: I was introduced to the gym one day by Chelsea who is super friendly and welcoming. I had a nice experience with her. She recognised me when I came back a few days later as I was there with the positive mindset to finally sign up for the gym and I explained to her that the only thing that was blocking me from doing it was the fact that I would have requested to leave my expensive folding bike somewhere that wasn't outside the gym. Because I work in a cycling shop I hear from people every single day about bikes stolen in the area, so I kindly asked to one of the managers if it was possible to do so. He said that this is not possible and he explained and talked about the safety of the gym, which I absolutely understand. After, He didn't seem to show the minimum sensibility towards my concern after I told him that I was ready to sign up if he could have helped me in finding a solution for my bike. His attitude led me to think that for him one more subscription doesn't make any difference. Then he mentioned that there is a bike rack outside the gym where I could lock my bike. I had a look at it and I can tell from my experience that it is not safe to leave any bike there. There is no a proper space in the parking and I also saw that other people don't lock their bikes on that bike rack, but on the light pole cause there is just no space for them. Unfortunately I didn't get the chance to experience anything else than this which is frustrating for me cause I am desperately looking for a gym close to my place. And I cannot say that the experience with that manager was great customer service either. And the whole thing makes reflect on what kind of customer care I could go through. Not the best I should say.

Fantastic experience: I was happy to meet Chelsea a couple of weeks ago when she registered me as a new member. She quickly and efficiently took me through the details in a very friendly manner - very welcoming! So far I've just had a couple of swim sessions but I'm looking forward to trying out some of the classes and bringing my friends along

Fantastic experience: Thank you to Chelsea for making the sign-up process nice and easy. And also very grateful for taking my suggestions on board when it comes to adding more gym equipment in certain areas.

Negative experience: Nice location and staff but shower rooms are dirty also inside the lockers are nasty. Jacuzzi is not working properly and if you look around the swimming pool you can see the pollution.

Fantastic experience: I signed up today with Charlotte, she was very welcoming and very informative she explained everything well about the contract and the gym, and even when I asked her any questions or didn’t understand she answered it perfectly and specifically, she also mentioned refurbishment that will be happening in February which will not affect my work out. I have been to the gym before as my friend goes there so I already know my way around and I really enjoyed my work out. Looking forward to fulfilling my work out goals this coming year and staying healthy.