Virgin Active

Negative experience: I would NOT recommend. I signed an contract under false pretenses that it is a 12 months contract. It turns out it is a 13 months contract. They couldn't rectify the issue so I'm now left with no gym as I cancelled my previous one. This is outrages. They should have been more accommodating and just simply amended the binding time. Clearly they don't care about having new members. This has caused me alot of distress.

Negative experience: Going down hill and they never listen to feedback - despite the generic comments here saying they will. Points to note for this supposedly luxurious gym: 1: Lack of towels ludicrous penny pinching, use renewable electricity and ecological washing liquid but don’t limit towel use - on a weekend one wants to have a gym, workout, sauna swim etc… then maybe go to get a coffee and carry one but two towels is not enough. 2: No real music, all non licensed rubbish - one music licence is less than one months membership of one member per annum. 3: Maintain and upgrade, have a handyperson tidy mint work, upgrade machines - it’s all getting tired and worn out.

Negative experience: The club should be zero stars, but everyone who works in the crèche is lovely and absolutely wonderful with my son. In fact it’s the only reason I joined in the first place as I had a baby and Equinox never brought back their crèche after Covid. The lady who maintains the locker room is also lovely and works tirelessly in what can only very described as swampy conditions. The locker room is uncomfortably hot, so I’m already breaking a sweat before I hit the dusty, crusty, and often shaky treadmills. It’s actually insulting how much dust has been allowed to accumulate in the air vent of each treadmill. It blows right into one’s face! Lately, the gym floor has also been uncomfortably hot, I can’t imagine what it might be like in the summer. Overall it’s a dingy, dated, hot, facility. Don’t let the updated lounge fool you unless you are joining to use it as an office rather than a gym. EDIT: I finally cancelled my membership. I could not justify the cost for such a mediocre facility and rickety old treadmills. I still am impressed with the staff though, especially in the crèche.

Negative experience: Very disappointed - price has gone up significantly. No license for music to be played in classes anymore. Just got my sister signed up for one year contract - now policy limits one towel per day! Absolute outrage! Soon everyone will leave if you do not do anything to improve customer experience. Staff especially Sumira are lovely but they cannot do anything to compensate your downfall.

Negative experience: We signed up for 2 annual memberships and paid up front. At point of sale we were told we would be entitled to the 2 free month promotion. Not correct, ended up having to fight to get this and quote their terms and conditions finally being given this. We were told I could act as a referral for my husband and get an extra month. Not correct, 12 month direct debit memberships are eligible. Annual ones paid up front are not. After fighting this it was finally given. Then came the fight about being allocated our guest passes, same agro same hoops to jump through. I feel like a dog at Crufts! They don’t see that a 12 month membership is an annual membership and vice Versa. Paying up front for 2 memberships you’d think would be great for them, but no they penalise you for it and you have the stress of going to head office every time to rectify it. My husbands membership then got suspended as they hadn’t put the work ID on both accounts even after rectifying it, they hadn’t actually sorted it so twice at the desk and email to head office finally got that resolved. Now we come in and the premium feel has vanished because you have to queue up and ask for a towel on entry instead of being able to help yourself. Sometimes you need an extra one if using the gym, pool and the steam and sauna rooms but I guess we have to walk out dripping wet in a soaking towel and say please sir may I have one more! We have been here less than a month and the place has been stress, hassle and full of lies so I’d be very wary about signing up. Have a look around and see if somewhere offers the once premium feel of this place! You’ll be told one thing by staff in the club, something totally different from customer service and something different again from their corporate complaints manager. This is a very accurate and honest review.

Positive experience: Love virgin active Kensington.

Fantastic experience: Great teachers!! Encouraging, caring, attentive and daring you to achieve much more than you would have expected from yourself!!

Negative experience: Let me start with the positive, the staff is really friendly in generally and so are the other gym members. Overal the atmosphere at the gym is pleasant. However, the gym itself is dirty and at times broken equipment which takes a long time before it gets fixed. Some of the equipments are really old and need to be replaced. I will say this is more of a health club where the gym is secondary. Though in general gyms in London are often not worth the price in relation to the quality of the gyms. Especially compared to gyms in continental Europe. The downside around this area you don’t have many options David Lloyd or Equinox both are also rundown gyms.

Fantastic experience: For Virgin Active in Kensington High Street, the score is a ten out of ten. There is a high level of professionalism among all members of the staff and instructors. I would like to thank Steve (GM) for his dedication to member satisfaction, which reflects positively on the entire staff. The gym is very clean throughout, and I would like to thank the cleaning staff for their efforts. My sincere thanks go out to the staff at the reception for their excellent customer service. The members could not have asked for anything more from you! The instructors are fantastic, their preparation and efficiency are excellent, and they are very supportive of my fitness objectives. They provide me with constant encouragement and knowledge, which I greatly appreciate Kind Regards, Susanna Fataki

Fantastic experience: good experience tbh

Positive experience: So expensive and for what? they have no hip thrust machine, they have only two squat, racks, and one Smith machine. Good luck with trying to squeeze a workout in after work, or even before work for that matter. You would be better off somewhere else that has a lot more equipment to offer.

Negative experience: Please bring Zumba back!

Fantastic experience: Honestly not sure why the reviews here are so negative. I recently joined and have loved it. Not managed to take part in any classes as of yet. The gym is generally well equipped. Staff are friendly and the changing rooms aren't completely perfect but again they are more than nice enough. Facilities overall are very good. What I look for in a gym is: 1. Cleanliness 2. Opens early 3. Provides towels 4. Good selection of classes VA Ken answers all those for me. One thing that would make it a 10/10 is having HIIT or Spin classes that start earlier than 6:45am. But that's nit picking. Head down to the club and see for yourself, it's a nice place that isn't too busy with very friendly staff.

Negative experience: The personal trainers at the gym are quite pushy and annoying. I have been disturbed by several of them, offering their services. I then politely explain that I am not interested, and they continue to explain and try to convince me to use their services. It is very frustrating as I already pay a high price for the monthly membership and do not wish to spend any more money on PT. One of the PT's in particular has been quite pushy and I'm being disturbed and contacted after being pressured to share my phone number. I understand these PT's are there to find clients, but it doesn't have to be in this pushy manner! I have found myself dreading to go to the Kensington gym because of that one PT.

Negative experience: Club could be great but there is a big problem. Its size and amenities are good. Location is perfect. But cleanness of changing rooms… Honestly, it is ugly and embarrassing. First photo - an inside of a locker in women’s changing room. The layer of dust in every locker screams “lockers were never cleaned”. Second and third photo - from the shower cabins. Hair everywhere. Please, fix this

Fantastic experience: I am a Sydney member visiting on business. Virgin Active Kensington were fantastic. Great gym. Friendly staff super clean and great range of classes. Love my Virgin Acive clubs world wide.

Fantastic experience: Fabulous amenities and clean! We had such a lovely girlie afternoon - reformer, yoga and a sound bath! Followed by a sauna, such bliss!!!

Negative experience: Not worth it and way overpriced. Came mainly for yoga and there is hardly any classes, which is ridiculous considering they have a dedicated studio for it. The classes they do have do not even compare to other studio classes in London. Stick to ClassPass. Way overpriced, slow replies on emails, user issues in app, so I can’t even book on to the classes, when I do find something worth doing. It is generally a huge disappointment. I couldn’t access my app and tired to contact, after 10 mins on hold, I had to give up… is this really the service I should be receiving for 189 a month. Thankfully I’m moving abroad next month so I can get out of this membership. But do not make the same mistake I did, stick to London studio classes and save your money for a better experience.

Positive experience: The price of the annual contract is very high compared to the service provided

Positive experience: I like the location but closes at 8pm during weekdays.. too early!

Negative experience: I am calling at 13:00 pm since half an hour and no one answers. Thank you.

Negative experience: Unless Virgin changes their music policy, I would advise you to join elsewhere. The classes will become unbearable, boring and empty. Once famed for it's classes, Virgin continue to put profits first. They have forced the dance teachers to leave the club as they are not permitted to curate their own classes musically - but instead must choose from an app with a catalogue of unlicensed / non-PPL music (because Virgin want to cut budgets and do not want to pay their PPL licence). This music is completely inappropriate - so much so the dance teachers are leaving, even though some of the teachers have their own personal PPL licence. This is a music wide policy in the gym, yoga classes, spinning classes, dance classes etc. Imagine going to a class without the soundtrack? Exactly. You can't.

Fantastic experience: I joined VA Kensington in January after much procrastination - I considered Equinox and Third Space too as have friends who are members of both. Despite VA's poor reviews on Google, I went to look at the newly refurbished space and was shown around by Ben the membership manager. I was so impressed that I signed up straight away. Two months on, I have not been disappointed. There was no hard sell, in fact Ben was honest, professional, ensured that I had been cleared to train with an injury, advised me on which trainer was best to speak with, and clearly loved his job and the company culture. It is clear to see the comradery between all staff members and staff and clients (including reception staff, cafe staff, cleaners, instructors etc) - I have been to other gyms where even the reception staff ignore you or are rude, but at VA Kensington everyone is acknowledged as they arrive or leave. This is reflective of the general community atmosphere - the cleaning staff are thorough and lovely, the cafe staff remember your usual orders and the trainers, instructors and office staff could not be more helpful. The refurbished facilities and equipment are fantastic and every area is kept consistently clean and tidy, which is so important. The new lounge and cafe areas are also superb - quieter areas to relax or work and the cafe provides a healthy and delicious variety of food and drink. It may not be as plush as Equinox or Third Space but in my opinion, it is better equipped - my friends at both are often frustrated at not being able to get into classes due to limited number of spaces or paying additionally for classes such as Reformer - at VA there are over 20 Reformer beds with a wide range of different formats to choose from all day long. In conclusion, do not be put off by the low Google rating, go and check it out for yourself.

Fantastic experience: Lovely

Fantastic experience: Depends on branch but generally clean and great facility

Fantastic experience: Best gym in the area! Great facilities and friendly staff

Fantastic experience: Nick very helpful person at virgin

Negative experience: useless place dont ever think to join!!

Negative experience: Don’t ever sign a contract with them. They are overpriced for quite average amenities, but what’s worse - you’ll never be able to get hold of anyone to sort out a question, random people at reception and even in management have no clue. They’ll be super quick to charge hundreds off of you, even when it goes directly against what you had ageeed with them, and then they’ll tell you for months how they are “contacting the head office”. Abandon them now. There are better gyms in the area for 2x-3x less money.

Negative experience: The gym is disgusting, the pool area is filthy, the hot tub is closed, the free weight section is also mainly closed. The state of the changing rooms is a disgrace particularly given the cost. The alleged refurb over the summer meant they removed the towels which are now only available by the door.

Negative experience: Extremely dissatisfied with my experience at Virgin Active Kensington. The jacuzzi is broken and despite being promised a two-month timeline for the repair, it has now been over half a year, and the issue persists with the same excuse of a two-month fix. To "compensate" for this, access to Chiswick Riverside has been granted but only on weekdays which are not days someone would normally visit the jacuzzi. My request for weekend access was denied and they suggested I try other branches that are far away from my location. On top of that, they closed more than half of the free weights area for a supposed three-month air-conditioning maintenance. The continuous delays and lack of consideration for members' needs reflect poorly on the gym's commitment to customer satisfaction. I hope these issues are addressed promptly to improve the overall experience for members.

Negative experience: Agree facilities are usually not working, shower and toilets are usually flooded or dirty. Some clients are a bit rude and lack social sense. The lounge area is a personal office for some where they talk non stop in meetings without Headphones.

Negative experience: Stay away from this gym! Extremely poor customer service by the Membership team, thry will try anything to earn a little more money for the gym...

Negative experience: Please avoid this gym. Save your time effort and money. Always something that is not working. They save money and not fix thjngs permanently hence they’re always under maintenance from there hot water, sauna, jacuzzi, swimming pool. Even air conditioning wasn’t working all summer and now they decided to close of half the gym floor for weeks to fix it something they could have done during refurbishment back in 2019 but there known to do things half way

Fantastic experience: Best gym I've ever been to. If ur not top 0.000001 % rich this gym will be great for you.

Negative experience: Nice people and good gym but very expensive. I rejoined at the start of October and was not notified in any way that more than half of the free weights section was closed for 12 weeks (starting October 2nd) Considering the price of the membership I would expect them to at least warn about this. I recommend waiting for the works to finish before joining Pierre

Negative experience: Terrible gym. Overpriced. Filthy changing rooms and terrible customer service. Often eater is not working or the spa is closed. Example today - classes cancelled and gym closed - no email, voicemail on main phone number or on the app.

Negative experience: Jacuzzi in spa are has not been worked for more than a year. They are not bothered to repair it. Men’s charging room is hot like a sauna. Obviously air con doesn’t work. Yesterday there’s no hot water in shower. There are endless problems and issues but they never missed to charge any fee. Thinking to go some where else now.

Negative experience: I was going to join, but after reading the reviews I think I’ll swerve it. Many thanks to others for their honesty because it is an expensive club! I used to be a member at the Fulham pools branch but got fed up with the fight to get in classes… and the rubbish shower dispensers and dirty toilets. The only saving grace was the pool I guess.

Fantastic experience: Lush! But so is the membership fee. The whole place has this lovely smell. 3 floors of equipment.

Negative experience: The worst customer service experience, do not sign up to this gym.

Positive experience: Good gym. Friendly staff. Some things need improving

Negative experience: The worst gym ever, they treat their clients really horrible; they didn’t freeze the month when I asked for it, and then started to ask for money from me for it; while I was abroad and couldn’t go right in the gym to sort out the issue, they applied to company which now calling me and saying that I owe money to them even after I did my payment to the gym! (for the month which I wasn’t attending)

Negative experience: I’m very frustrated with the steam room that not only was closed for a long time but now it’s open but isn’t warm enough which is the main goal of the steam. This gym costs a lot more than other gyms because of these amenities but what is the point if they are not working as they should be. Hope this can get fixed.

Negative experience: I used this gym for 3 months and cancelled my membership. Constantly has broken equipment. I had an outstanding balance at the end which they called me and I paid via bank transfer. They didn’t log that I paid and constantly kept chasing the payment. Really annoying. Unorganised.

Negative experience: I used to love coming here - it was never perfect but it was enjoyable. Sadly it has gone downhill and there is no longer a Covid excuse. There is always something broken. The toilets can be dirty. It does not feel safe to leave personal items in the lockers. Classes lack variety, are a pain to book or cancel, and are at times cancelled at the last hour. The gym floor is tired, with old, rusty machines. It is hard to justify the monthly fee when there is so much other offer around adding that if you try to raise issues they tell you they are informing the manager and they will be in contact - the contact never happens which is in keeping with poor management overall

Negative experience: I am already a member of Virgin aldersgate and wasn't aware that Kensington was a gym I wasn't a member of. I was refused to use the gym even as a one off or trial. I was also refused to even shower (I was in gym kit and in the area for a customer meeting). Despite trying to appeal to the receptionist's to let me use the gym as a one off to see what it is like, I had to pay additionally to use the gym on top of my membership. Rules are rules. That aside, the gym was in poor condition compared to others. Equipment was lacking, the weights area was reasonable but small and not very expansive in terms of weights. The showers had no shower gel in them, one had shampoo, 2 didn't work properly - you could turn it endlessly without it turning on. Bit frustrating to have to end up paying for something on top of your membership that is in poor shape.

Negative experience: I felt ripped off I cancelled the membership in January Shortly after that I received a call with a suggestion to freeze it instead I didn’t confirm but they freezd it and started charging my card after few months I didn’t know I was charged for the last 2 months And when I tried to talk to them they simply don’t care Could not even give me access for gym for his 2 months I have paid Ridiculous I’m so devastated

Negative experience: Very difficult to give any kind of feedback. Reception asks you to email management which no one ever replies. Same for the app. Spa is not usable for 8 weeks, something is always broken

Negative experience: there are not enough machines and the PTs always use 2 machines at the same time, and always at the busiest times

Fantastic experience: Always nice and helpful staff. Ben Corsini, head of membership, was really helpful going above and beyond to help me sorting my membership out. Truly appreciate it. Thanks Ben.

Positive experience: I've been a member here for a couple years. There's pros and cons. I'll start with the bad news: 1. Facilities are constantly breaking down, everything from hot water in the showers, the lifts, gym equipment, the pool and spa facilities being out of service for days on end etc etc... I realize these things happen but it's a never ending story at this place, something is always broken. 2. Cleanliness is not as good as it should be, the gents toilets are not cleaned often enough, sometimes the bins are overflowing with garbage. 3. It's not a cheap club, it's supposed to be a flagship branch. I pay almost £200 per month for basic membership, PT is much more on top. Considering the price tag, points 1 and 2 above should just not be occurring. Good news: 1. Staff are super friendly and do what they can for you. I can't blame staff for the issues at the club. Everyone from reception to, coffee area, gym staff and PTs are all lovely. The issues with this place stem from poor CENTRAL MANAGEMENT not the staff onsite. 2. Great location. Just off high street Kensington. One of the best bits of central London, can't deny that. 3. Great selection of classes, facilities (when they're working) and lounge / recreation area.

Negative experience: I booked a class on Monday, the 17th of April and I was 6 minutes late (this was confirmed by the receptionist). Although, I was less than 10 minutes late, I was denied entry. I think this is unacceptable given this is an expensive gym and we live in London, where it can totally happen to be a few minutes late due to traffic. The most annoying thing is there is no clear rule about this. You should have made it clear you have an extremely strict policy about arrival times and I would have never signed up with you. Any other fitness and Pilates place I have ever been to has a flexible policy. In addition, there are other things I do not like about the gym: the jacuzzi is out of order most of the times, the gym equipment is not up to standard, the bathroom floors are not clean. The price really does not justify the quality of equipment and services. I want to cancel my membership because I am completely dissatisfied with all your services. I initially signed up for 12 months but I refuse to pay until October for something so low quality! Please cancel my membership as soon as possible.

Fantastic experience: Great space with incredible classes. Highly recommended

Fantastic experience: Love this gym

Fantastic experience: World class gym with great service. The facilities are in great shape and the staff were helpful. Showers feature high end soap and conditioner, and the bathrooms were clean. Swimsuit spinner is a nice touch... Appreciated.

Positive experience: A bit pricey but solid courses and not too crowded

Fantastic experience: I would call this "Virgin Active Flagship" been to other 5 around London and this is my favourite one. Spacious gym, loads of rooms for various classes, clean, nice pool and sauna in each male/female changing room

Positive experience: Pretty good gym but smells kinda weird

Negative experience: Very unaccomodating

Negative experience: 1.Member of the staff short black guy in the reception is rude and not polite. 2. There was no hot water in a showers at all. The shower area smells disgusting from the showers drains. 3. Jacuzzi is cold and not hot enough. Is not worth it for such expensive price.

Positive experience: In general good gym. The key feature are the swimming pool and clearness. I would criticise for the lack of toilets and very poor activities with kids.

Fantastic experience: Really good club! Pros: Never too busy apart from at peak hours - Great classes - Pool also never been too busy in my experience - and excellent spa facilities. Staff always kind, have never asked for much, but have seen them deal well with less than reasonable customers. Negatives: Slightly limited on strength machines. Cables and benches often full and could do with a machine curl & second deadlift space. 8pm close at the weekend also a tad early for my routine but its never that busy so can understand majority do not need.

Fantastic experience: The classes are easy to book, the gym is never too full. The swim pool is good and empty too. The workout facilities are not as many as other gyms. But if you are in love with classes and swimming, it’s the place for u.

Negative experience: Poor customer service. Both reception staff and membership consultants are not kind and helpful. Change room and bathroom are always messy. Not worth for the money! (£170 per month for suffering)

Negative experience: Shocking customer service. Happy to sign people up; been there for years. But when it comes to customer service extremely poor.

Negative experience: Badly run this year. Facilities were often broken, especially the jacuzzi which only works partially at the best of times. It’s cold inside the whole gym. I understand that we all have an energy problem but for paying £180/month it could be at least warm. There are a couple of rude cleaners around in the female area. Also, I’ve asked to be transferred to another gym as I’ve moved and they came up with all sorts of excuses to just squeeze more money out of me as the closer to me gym is much cheaper. Three months later and still no transfer has taken place. If you can avoid it, don’t be trapped into a year’s contract at this gym as it’s not worth these days. Shame, as it used to be good.

Negative experience: There is always something broken!! In 6 months I was able to use Spa just a few times(pool)...But I am stiil payng an Huge amount por month!! 180! The showers smells sometime, and the staff is not helpful even if they try to be kind and polite...But in general I believe that not worth anymore stay in this gym

Positive experience: The gym offers good Reformer Pilates courses as well as boxing and strength and conditioning. Other courses are offered like yoga and bar. In certain virgin active there is a pool and sauna / Hamdan. Negative side is I don’t find it clean this the four star

Negative experience: After joining earlier this year, the pool and jacuzzi were shut for many weeks, when I raised this issue they suggested I use the pool in Chiswick. Last week the club had no hot water for 48 hours, the pool was again closed and last night the pool was open but the jacuzzi was closed. Yesterday evening, I received an email to inform me the 6pm Reformer Pilates lesson I had booked for today was cancelled and today and then a second email informing me that the Reformer Pilates lesson at 6pm on Thursday had also been cancelled. Pool and facilities are run down and not very clean. There are two lifts, very rarely are both in use together. At no point have we been offered any refunds yet we are still expected to pay full membership of £175 a month for faciltiies that are not available and classes that are cancelled. Finally got a reply 5 days later telling me to go and use the gym in Chiswck, I paid to use Kensington, I wish to use Kensington. Jacuzzi is now not working for yet another week, the lifts are constantly out of action. Due to appaulcing customer service I have no changed my rating from 2 stars to 1.

Negative experience: Avoid this place at all costs!! Terribly run and out-dated facilities that constantly keep breaking down. From the lifts to reception to the spa. There’s a rodent issue, hence you might see mouse traps on the gym floor. Your items as a member are not safe, even in your locker (thieves have targeted this location and the Mayfair one). Growing number of members have had their valuable possessions taken. The staff turnover is constant and you’ll now be left with individuals in place who are given a script to read off. If any issues arise, they don’t have the power or common sense to deal with anything. If you were to escalate anything further to “head office”, you’ll be in touch with a prop individual as useful as a chocolate teapot (member relations). Who will just read your t&c’s back to you like a puppet. Honestly if you need a job and have no experience and qualifications, this is the place. I was a member here for over 3 years and they do not value you one bit. To the “management” in “head office”, you weasels burrowed and hiding in your offices, I will never ever join Virgin Active anywhere again and furthermore I will spread this message as far as I can to everyone I come across.

Positive experience: Great gym , great atmosphere but such a shame equipments are so old and not maintained ! Concept2 rowing machines which I use alot in particular, there is only two and both so old and dusty that don’t function well, big disappointment for rowers. So it does not justify the premium fee and membership cost.

Positive experience: I joined after leaving equinox and I much prefer it. The fifth star would need I) improved management of the swimming pool - the life guards often have to deal with rude or unruly customers (but always keep their cool) and need more support from management to make the pool enjoyable for all (it can be hell on Saturdays and Sundays!) -II) longer opening hours and more food options for the coffee shop. Later update: sorry but I need to take away one star because maintenance is becoming an issue - 1 broken lift, two broken sinks and a broken toilet in the F changing room, and now (Sept 10) the Jacuzzi is out of order... no coffee bar at the week end past 2 pm either - staffing a problem obviously

Negative experience: The management of the pool area has become inadequate and unacceptable, to say the least. Today, we were asked to leave the pool for 15 minutes as there was not enough staff to supervise it. Those 15 minutes extended to 25 min. Same things happened quite a few times before. At times, the pool gets closed without any warning citing the lack of personnel. Overall, the time we can use the pool has contracted considerably. I would ask the management to address this issue as soon as possible.

Negative experience: Fraudulent. Take payments from you without actually activating your account. Don't respond to emails ever. And are generally impossible to deal with, even though they charge you £189/month. I've emailed them countless times about why I couldn't book classes, and to ask that my membership simply be cancelled and refunded given the level of service. And they rarely respond. It's honestly infuriating. It's like going to a 5 star restaurant, paying for your meal in advance, and then not getting any food. I'm not sure how they think it's acceptable. To be clear, I tried attending classes and the app didn't work because I had to go in to the Kensington location to sign an agreement. And only found this out after emailing and calling multiple times. I can sign up to the local community centre without going in. And the whole point of a premium membership is to attend classes at any location. It's now been over 2 months and they still haven't refunded me.

Positive experience: Air-conditioning has not been working for over a month. I have complained to staff and management multiple times, always the same reply "Our team is working on it". I don't know where they are working but clearly not in this club. It is impossible to use the facilities, it is too hot even to be there, let alone to work out, other people I know complained but the management just keeps fobbing us off.

Positive experience: Virgin Active in Kensington is so lovely. It is located on the 3rd floor & I made sure I walked up the stairs, instead of taking the lift. The ‘Adult Area’ where you can either chill or chill while working is a great added addition. From the showers, to the sauna/steam and even the pool… the calm, dim and relaxing lighting that they have is Amazing. I have rated it 4 stars because I was disappointed to see in the ladies ‘changing room’ the ‘drinking fountain’s’ lack of pressure! I pressed the button & I would have had to put my mouth over the tap, to get water & the temperature was not very cold! So was left thirsty. Apart from that the staff were lovely, and tutors and most certainly recommend.

Negative experience: They charge premium fees but there are better alternatives within walking distance which are real premium gyms. There is no maintenance or investment in the club - equipment is dusty and dirty, airco not working or not switched on, old equipment that breaks down and doesn’t get fixed. Changing rooms are dirty.

Negative experience: I’ve been a member for almost 6 years now and I am extremely saddened by the lowering of standards over the years. The personnel can sometimes be very rude. Used to love coming here but now the experience is at times so unpleasant it really makes one want to look for another club.

Fantastic experience: Amazing

Negative experience: I had registered for the yoga calm class. When I arrived, I thought the previous lesson was still going on. I went to the dressing room to check it on my GSM but it turned out I had it wrong. Only then I was not allowed anymore because I was too late. I am a fairly new member and this was only the 2nd time I took this class. I was on time but as the classroom was completely dark, how could I know this was the beginning? Maybe the class schedule can be posted somewhere clearly at the door to avoid this mistake and disappointment!

Positive experience: Not sure whey there are so many negative reviews - I've been a member here for a little over a week and honestly have had no issues. The equipment is all new, staff are friendly facilities are super clean, the showers are well stocked and there's such a great range of classes included in your membership - I really enjoy the reformer pilates which is one of the main reasons why I joined this club. Minus a star because the classes tend to get fully booked quickly and I've noticed theres always a few people who don't turn up and don't cancel their spot, which is annoying, but other than that it's a great gym.

Negative experience: Very limited time for serving Closes at 22.00 pm but using facilities stop 21.30 and closes at18.00 o clock in the weekend While most gyms are open 24 hours Get not much time to use facilities properly

Negative experience: Rude staff, dirty changing rooms. Instructors don’t turn up for classes. Not worth the price

Fantastic experience: Fab

Fantastic experience: Great service

Fantastic experience: Amazing facilities - spa experience

Fantastic experience: Great facilities and friendly staff

Negative experience: Poor customer service and average facilities

Positive experience: My home from home

Fantastic experience: One of the best boutique gyms in highstreet Kensington. Love the ambiance and the studios reformer and combat along with the jacuzzi and lounge area.

Negative experience: Dont go there. It's where I go swimming and I dont want the pool any more crowded.

Negative experience: I have complained to management several times and wrote the general manager detailed emailed The respond is always same which is they are not able to help with anything but charging for everything Never take a responsibility for failing services

Negative experience: Written on 9 August 2021 I’ve been a member for over 16 years. The club always had great PTs, members but very poor management. Due to the Covid situation, I had to freeze my membership until I got a recent charge on my bank account saying that I didn’t freeze it, and that I still have an outstanding balance on my account, which is untrue. The communication with them has become nothing short of frustrating which forced me to cancel my membership. I think this club/company is in such desperate position to get money in, they’re trying to charge their old clients in any way possible. Please avoid them if you can. ————————————————————————— I have complained to management several times and all my complaints have been ignored. I give it 2 stars, and not 1, because some of the staff are really nice people. Renovations are worthless if the day to day management is poor. Very disappointing how poorly run this once high end gym.

Fantastic experience: Great staff always happy to help, clean and tidy, lots of space! Very recommended

Fantastic experience: Recommend this facility much. Clean and tidy. Spacious. Not very busy. Friendly stuff and memebers. Good classes. Clean & big enough Pool. Easy to book through sistem. No fee to join (as on August 2021) See You soon again Virgin Active High Str. Ken ❤️‍♀️ P.s. only one detail to improve (fixing the jacuzzi tub near the main pool ‍♀️

Positive experience: "They changed the pool timetable so children take over the pool every day from 09:30 - 18:30 every day. This is an adult members club but Virgin have lost all sense of reality. I was dismayed to see the new timetable is for children from 09:00 - 18:30 on Saturdays, 11 - 18:30 on Sundays and 12 -18:30 Monday to Friday" So true

Negative experience: Terrible

Negative experience: RUDE STAFF / REDUCED FACILITIES / INCREASE IN FEES We are expected to pay more even with the poor customer service, reduced classes, shortage of towels (we are only allowed 1 small towel per person) and to top it off, extremely rude staff (both my experience and see previous reviews). The staff here are extremely unaccommodating. Yanniek (Manager) and Marlon were extremely unhelpful and nothing was done after I filed an email complaint about the rude staff and service. I simply received an email from Yanniek pretty much saying sorry... not sorry. I then sent a further email with no response back. However, Virgin Active Mayfair is much nicer, both the staff and facilities are amazing. Even though it is out my way, I would much rather go there.

Negative experience: overpriced; facilities like sauna hammam and jacuzzi are constantly out of order; dishonest management that will overcharge you at every occasion especially when you try to cancel your membership even though you have been a customer for over 10 years. Time to join the peleton revolution