Virgin Active UK Reviews 6,024

I was enjoying using Virgin Active but there was a problem with my membership card so it was not showing I had entered the club so I started getting emails saying I hadn’t attended classes when I had. I emailed Customer Services asking them to resolve the issue and was effectively accused of lying and they refused to check if I had attended (e.g. I suggested they ask the instructor if I had). I am very disappointed that they were not willing to deal with what could be such a simple solution but instead kept reiterating their policy that if I miss a certain number of classes, I cannot book anymore for a month. I have not used them again since then.

I have had horrible customer service from this gym. I tried to solve an issue in Feb in club where they claim is the "easiest to resolve" and they never got back in touch with me. I have have 3 phone calls where they have said the are going to get someone more senior to call me but then have never heard back. I have sent countless emails to the email address they claim they can't see. After so long of being messed around I was told that if i cancel i will not be charged again, they then still charged me for half the next month. Don't bother joining.

Tried cancelling my membership several times over the last 3 months to be met with automated web chats, automated telephone directory service and when you do finally get through to customer service they tell you to email them. I tried getting in contact via webchat, email and telephone several times and they still have not cancelled membership. I have cancelled my direct debit and they are now saying they will charge me late fees! Company service is appalling. Not worth the time. Facilities are ok but ended up throwing away my swim suit when it was left one time at the club instead of putting in lost property. Would not recommend this company atall.

This review is about Virgin Active Bromley. Air conditioning is switched off and gym is unbearably hot. Spoke to front desk and they told me this is because the manager will not turn the air conditioning on. Unacceptable.

This is absolutely one of the worst places I've ever dealt with! The customer service here is horrendous, and they clearly have no idea how to handle complaints. I lodged a complaint on March 12th, and I'm still waiting for a resolution! It's beyond frustrating. This place doesn't even deserve a single star. If you're looking for a place that values its customers, look elsewhere! Highly recommend avoiding this one

The club reopened recently following a brand spanking new refurbishment and a 20% increase in membership fees. Some muppet thought it was a good idea to remove the phones at reception, so now if you want to get in touch with Virgin Active Riverside, you have to go over there and speak in person, if you can't then that's too bad. Oh, no but of course you can use their live chat.. which will tell you that someone will reply to your e-mail very shortly... then the e-mail arrives to say that you should get a reply within 1 to 3 week days! SERIOUSLY VIRGIN, that is such bad customer service. For £270/month, do you think you could make an effort and install a phone at reception to answer the phone?

Tried to rejoin and pay off one months arrears from a year ago. Was passed around three times before being on hold so long (20 minutes) despite being told I was number 1 in the queue. No handover between staff when I was being passed around. After being on hold the third time in the same call, i gave up. Virgin get your staff back in the office, working from home does not create efficiency. I’ve decided to join David Lloyd instead.

Great gym, appalling admin. Customer service over half an hour wait on phone, bills often wrong and then nightmare to sort.

Nice individual staff (in the gyms) but the company itself is terrible … I tried extending my membership after cancelling it, which you can do as long as it’s within 30days of cancellation, emailed head office to make them aware but never heard back .. took it up with management at. Crouch-End as that is where I joined but by this time it was outside the 30 days and they insist I pay £40 to rejoin … jokes, esp as they are breaking their own terms and conditions - but I know it’s not worth the argument.. just beware - they’ll rip you off

Why is Nottingham virgin active, lads changing rooms, toilets, and the lockers in a disgusting vile condition.

The facilities are becoming more trampy day by day by the students disrespectful minority lads who live like this at home.

The new towel policy at Virgin Active Canary Wharf is nothing short of infuriating.
As a regular user of the swimming pool and spa, I find the single towel policy to be a significant inconvenience. With long hair, one towel simply doesn’t cut it. Especially when I want to swim, unwind in the spa, and then shower.

Initially, the staff justified this policy as environmentally motivated. However, after receiving an email from the manager stating that for an extra £15 a month I could get another towel, it became clear that it was just cost saving and lies.

That's enough for me to cancel my subscription.

Moreover, the spa facilities are frequently out of service; it was even closed during the Easter break!

I also feel let down by the gym floor itself. There are far too few machines, and the constant pressure from personal trainers is overwhelming.

For a membership fee exceeding £200, I expect far better services than what is currently being provided.

This situation is completely unacceptable. And it is a pity.
It was a nice swimming pool and a lovely spa, even it worked.

Despite having a swimming pool and spa facilities, their new towel policy means that you’re only allowed to get one big and one small towel (this being a tiny towel which can only be used to dry your sweat while exercising). One towel is not enough to dry up after using the swimming pool and using/walking around the spa and then also shower. It’s frustrating that members are locked up into a 12 month contract (which is not cheap) and the level of service provided keeps declining.

Very nice chill place very clean and the spa fantastic and very good service also the staff are very friendly

It is with regret that I have today terminated my Virgin Active membership. Their one towel policy, poor user experience and price increase are behind this. I have been a member of Virgin Active Clapham Common since they took over from Holmes Place of which I had been a member since they opened about 25 years ago. Over the last few years the quality of experience has gone down whilst the prices have increased. Some of the issues I have:
1. The recent one towel per visit policy - this is wrapped up as a sustainability policy - it is not it is a cost cutting exercise.
2. There is frequently no hot water at the Clapham branch, who wants to shower in cold water after a visit to the gym/pool/sauna or steam room.
3. Broken amenity kits. The body wash and conditioner dispensers need to be replaced. They do not work and users open the top and scoop out the contents which is a significant infection control issue.
4. The lockers often lack hangers and the bottom of the lockers need a regular good clean,

I know I am not the only person to believe that the quality of the experience at VA has declined.

Having signed up to join Virgin Active at Salford Quays earlier this year I would like to say a very big thank you to all the staff there who have been so welcoming, personable and kind. It is a joy to walk up the stairs from the car park to be greeted by smiles and a 'hello how are you today'.

Being a mature lady who has recently lost her husband to cancer, I would also like to say a big thank you in particular to Andrew Robertson who is so supportive, kindhearted and patient. Andrew explains everything so well, I love attending his classes - every gym should have an Andrew!

Discriminatory practices and does not care about member wellbeing or equality.
As a female please just avoid, they don’t consider the female experience whatsoever.
The staff are confrontational and for neurodivergent people this is very off putting. I haven’t returned since an incident and I have raised complaints but I get textbook responses every time, with Virgin Active attempting to also monetise on the situation in those replies.

Unfortunately, having to take this further now.

Virgin Active Bromley-Improve Service Standards and Working Conditions at Virgin Active Bromley

SIGN PETITION on change org (dot in middle)

While the changing rooms are generally clean, they are outdated and in poor condition. The lockers are often broken, and the space has a tired, tatty feel. This is a significant contrast to the expectations for a premium fitness club. Hygiene standards in other key areas, such as the sauna, pool, and reformer studio, are subpar. Dirt and debris are frequently visible on door glasses, and hair and other debris can be found scattered on the floor and between exercise beds. This is simply unacceptable for a facility of this caliber.

Additionally, despite being on the same membership tier as Virgin Active The Strand, long-term members of Bromley have been unfairly denied access to the same benefits. This discrepancy only adds to the growing frustration among loyal members.

Several complaints have also been raised regarding recent changes to class times, which has led to instructors either leaving or expressing a desire to do so. The new General Manager, who has been in position since October, seems to have fostered a toxic work environment, resulting in low staff morale. It’s disheartening to see the negative impact this has had on both the team and the overall member experience.

We urge the new General Manager to address these issues as a matter of priority. It is essential that cleaning protocols are stepped up, membership benefits are made equitable across all locations, and, most importantly, staff are treated with respect and not overburdened. These hardworking individuals are vital to the operation of the club, and mistreating them ultimately reflects poorly on the entire Virgin Active brand.

Our intention in voicing these concerns is rooted in care for the club’s long-term success. Poor service and mistreatment of staff affect not only those who work at the club but also the members who deserve a clean, friendly, and positive environment in which to train.

I Would have given 5 stars if virgin active hadn’t started skimping on the towels . I’ve been coming here for a few years now and need 2 towels one for swimming and one for the shower. I have sensitive skin but have advised head office have been told to enforce 1 towel per person . I a now considering another gym

Virgin Active Chiswick riverside is a great gym, the classes are fabulous and the instructors are excellent BUT the customer service is atrocious. I've been a member for years and only ever had a few issues but when I have I've had to repeatedly contact customer service to get it resolved. They don't respond to emails and it's impossible to speak to them on the phone. They really let the club down.

Great club and all staff are very friendly. Good range of classes and spa area is really nice. Natalia is a great PT, dedicating a lot of time to my progress and very supportive!