Virgin Active

I am Australian and hv been a VA member in Sydney etc and the one key thing noted was how dilapidated the Mill Hill branch is. The changing rooms/bathrooms etc need a complete update. The studios need to be bigger to cater for the growing number of customers. Wasted space as a waiting area outside of studio 1 and the Pilates/yoga studio, why? Make the studios larger is what is needed. And you need to hv an area for the instructor to stand above the ground so that we can see them should we be standing at the back of the class or if it’s a big crowd. No thought put in at all.The cancellation policy is too lenient making most of us be on a waiting list to the last hour/minute, some never realising they may hv gotten a spot at the last minute, bc who checks their emails every 5minutes. Most are just too lazy to cancel in time not allowing others to actually go to a class that they can’t make it to. I believe a cancellation of at least a couple of hrs ahead of time booked shld be in place at the very least.Those of whom that may want to trial VA have complained to me about not getting into a class, so how would you trial?! This means either studios need to be made bigger and utilise empty spaces or sort out the booking policies.There are quite a number of classes to join so for that I’m quite grateful but it’s VA, that shld be part of the pt of joining.

First joined this gym when I was a child many years ago and did not previously have any issues. Cancelling the membership after speaking to the head office is tedious and virtually impossible even due to international relocation. I'm sorry that I am leaving this gym with a bad taste in my mouth after many years. The cleanliness at the gym has also deteriorated unfortunately. I'm sad to say that I would not recommend this gym to anyone anymore.

Horrible experience. Expensive gym, however no customer oriented approach at all. It’s impossible to book group classes in the evenings - they are either not available yet, or you’d have to be in the waiting list for the class. I Managed to book a group class of yoga with the coach Lara Higginson, and because of the traffic got 10 mins late, so entered the class at 6:55 instead of 6:45. The coach kicked me out with words ‘we’ve done the warm-up, you can’t join anymore. You have to come at 6:45’. Well, I know that I have to come in time, however there’s traffic at this time too and it’s almost impossible to book other classes for later time, as they are overbooked a week ahead! Unbelievable.The guys at the reception said that this is the ‘10 mins’ rule that they have, which is not written anywhere, and that if this was a Ryanair flight, and I was late too, the flight would have been gone. Well, this is not a flight, this is a yoga class, but yes, service is as terrible as some low cost company may have.I’m only with this gym for 3 weeks, and experience is already quite bad. If I had a chance to cancel my membership, I would have done that right away.And the marketing team who will reply to this message, please don’t respond how much sorry you are, no more patronising from Virgin bad customer service.

Hands down the worst gym I've ever joined. They make it as hard as humanly possible to cancel and then threaten outrageous late fees. The gym is absolutely no where near the quality of others in the area yet charges quadruple the price. The gym has outdated machinery, and the locker room area is filthy. Do yourself a favour and join ANY other gym.

Good gym, swim and spa facilities with parking (be it a little tight to manoeuvre) and right next to a Waitrose to get shopping done too.Showers are good and steam room, jacuzzi and sauna.Could do with some moisturisers in the changing room like other clubs have and maybe some smaller face towels too.

It saddens me to leave a 1 star because have been coming here for many many years. From Brian (mens locker room), James at Reception and the legendary Cairo and the rest of the team. Never ever had a problem until recently when my car was scratched on passengers side and also the bonnet. Took several days for Ben to be around to review the CCTV. Transpires the CCTV cameras aren't real. They are supposed to be a deterrent. Obviously not. Be warned people! So much for the term duty of care"."

Think before signing a contract as it’s very tricky to get out of it. As a couple, we enrolled and when I requested to cancel membership, it was done for only for me. Looks like we have to be explicit in letting them know. I was charged for 6 months without even using any service.Lesson - Do not go for auto debit option!

This review is purely for my tour and signing up with Odeta. She was warm, lovely and very informative. I was a Virgin member (at cricklewood) but left around 10 years ago.. I wasn't sure whether to return but after being taken around gym and shown the place I am coming back. Odeta was very open and honest about the gym needing some refurbishment which will be happening and made me feel that if I had any concerns to come to her or reception and it will be dealt with. Looking forward to a healthier me.

This gym used to be the best with the best staff possible i joined the gym when i was 19 in 2018 and i left 2 months ago meaning i was there 5 years and I’ve seen this gym go down hill like crazy, my final decision came when the PT who was running the class said i couldn’t use the boxing bag even though no one was using it and i did not disturb the class at all thats the same personal trainer who recently started doing personal training but he used to be a member there and he had no respect and tried to act big and bad the way he stated i couldn’t use the bag so out of respect to the gym and people in the class i didn’t argue because putting him in his place would have been easy for me but didn’t want to cause a scene so i just contacted the gym by email to cancel my membership and i joined Anytime fitness as it was local to mill hill too and its probably the best decision I’ve made, its a shame because i loved Virgin active no matter the price, i could go all day about everything thats gone down hill but not worth my time anymore.

The space is incredible. But the gym is constantly dirty, weights all over the place and no one puts them away. It’s annoying people are too lazy to put weights away, but it would be good for staff to help when they see the floor is a mess. Also machines are always broken. Unreliable machines and dirty gym floor, such a shame