David Lloyd Heston

Reviews

• AM

  Aditya Monga

  Jun 21, 2026
  1.0
  I cancelled my family membership at David Lloyd Heston within the cooling-off period on 7th March and was entitled to a full refund. More than three months later, I am still chasing money that should have been returned immediately. Since cancelling, I have repeatedly contacted the club and have been passed around between staff members, including Georgie and Tom, who both promised my refund would be processed. Despite these assurances, nothing has been done. What makes this even more frustrating is that I have been asked for my bank details multiple times, yet the refund has still not been issued. I have clear email evidence of my repeated follow-ups, unanswered messages, and broken promises. To make matters worse, Marc’s behaviour over the phone was extremely rude and dismissive, which only added to an already stressful and unacceptable experience. Instead of helping to resolve the issue, I was made to feel like my concerns were being ignored. This has been one of the worst customer service experiences I have had. If you are considering joining, be aware that if you need to cancel or expect a refund, you may face long delays, poor communication, and a complete lack of accountability. I also wanted to add the screenshots but unfortunately it doesn’t allow me. Kindly be aware you are going start a membership with them, you wont get your money back and will keep chasing them forever Anyone wants to find me unlike you as a company try to get away with it by replying that we cant find you in our system This is my membership number 19100310 Aditya Monga
• JJ

  Julia

  Jun 21, 2026
  1.0
  Very disappointed with the way a member of staff handled a simple misunderstanding. My brother attended to use the cold plunge after a recovery session and accidentally entered during a women-only period. There was no prominent signage making this clear. The only indication was a small sign and some white banners, which could easily be missed or interpreted as something else. If an area is restricted to women only, there should be clear and obvious signage so members can avoid making an honest mistake. What made the situation worse was the way it was handled by a staff member called Grace. Instead of politely explaining that it was a women-only session and asking him to return at another time, she immediately began shouting at him and telling him to get out. The tone was rude, condescending, and completely unnecessary. My brother had no ill intentions whatsoever and simply made an honest mistake. The way he was spoken to made him feel as though he had done something seriously wrong, when the situation could have been resolved calmly and professionally in a matter of seconds. Customer service and de-escalation training appear to be lacking. Several people I know have also had negative experiences with the same staff member. Members should be treated with respect, especially when dealing with genuine misunderstandings. The facilities themselves may be good, but experiences like this leave a very poor impression.
• EA

  Emdadul Alam

  Jun 15, 2026
  5.0
  Marc took up my enquiry, invited me and my family to visit the Heston branch and gave us a lovely, detailed tour of the place. Lovely staff overall but Marc definitely took time to explain everything we needed to know and answered all our questions. He followed up with us and made sure we were happy and set. Very prompt in responding to my emails too. Top man!
• AA

  Auguste

  Jun 12, 2026
  1.0
  I changed my mind about this club after joining. After just two days, I cancelled due to concerns about cleanliness and the overall customer experience. Communication has been extremely frustrating. Messages sent through the app and by email often go unanswered, and I have had to call repeatedly just to get responses or have simple requests progressed. I also received no follow-up contact from the sales team after joining. Before signing up, I would strongly recommend inspecting the facilities carefully for yourself. Check the outdoor pool and jacuzzi area to ensure they are being properly maintained, and take a look at the shower facilities as well. During my visits, I noticed issues that raised concerns about cleanliness and maintenance. There are many other clubs available, so take the time to compare your options before committing.
• RK

  Rajdeep Kaur

  Jun 10, 2026
  1.0
  Disappointing experience actually I joined this club on a 17th of April 2026 and after a week I quit this club because of issues and at the time of joining I paid around 160 or 150 and I also deducted money from my direct debit now I called them more than 20 times they always said you get money refund within 5 working days but I’m waiting for the last 2 months still I didn’t get my money back I’m very disappointed this was my most worst experience and I never recommend this to anyone