Virgin Active Head Office

Reviews

• MB

  Mina B

  May 5, 2026
  1.0
  If you want to slowly be driven to insanity then this is the gym for you!! Virgin Active Mill Hill is wonderfully atmospheric; the crowds give it a sort of rush-hour tube energy that really gets the heart rate up before you’ve even touched a treadmill. Which is useful as you’ll often have to queue for one of those! Whilst you wait for a free machine or weight, your ears will be subject to an onslaught of credit free music blasting from the speakers. You’ll ask for the music to be turned down, a small request, which will surely be ignored, then denied. You will soon learn this is the manner they deal with any and all of their complaints. Ignore, deflect and repeat until you give up. The PT won’t have the slightest clue what your goals are, despite in depth conversations regarding this. They won’t even remember what you lifted the following week. When you try to cancel and get a refund for the remainder sessions it’ll trigger a bureaucratic ordeal so exhausting you eventually abandon the money and leave a broken person. Lost an item at the gym? You’ll never see it again, despite calling customer service the same day. They’ll promise to contact the gym and call you back- this will never happen and you’ll eventually be told the item has been thrown away. Virgin Active may as well call themselves the disappointment factory- every time you walk in, or use their app they’ll generate the disappointment of today. Sometimes you’ll be refused entry to a gym you’ve been attending for moths as they ‘reserve the right’ to adjust your entire membership with no notice. Expect the price you pay to increase by 20% every year. They’ll wait until the first day of your new contract to let you know this years reduction of service, so don’t even think that you’ll be given enough information to make an informed decision at the end of the year. They’ll promise ‘gym credit’, ‘guest passes’ and discounts from PT sessions. But that’s all it is- promises and they will never keep this- they’ll tell you to wait a year and by that point they’ll change their mind. The app will show you the wrong gyms, the wrong rewards. You’ll call customer service and wait on hold for 45minutes then they’ll cut the line. You’ll email. They'll dismiss your complaints, close your ticket, and sign off with a tender “Love, Virgin Active.” Guest passes will randomly reduce year by year so at least your friends are saved from the experience. Virgin, I cannot wait for our next 12 months together -where I’ll be paying more for membership with less gym access and no escape. Love, Mina
• AP

  Alain Portmann

  Mar 10, 2019
  5.0
  I visited this Virgin Active location for the first time last week, following a late afternoon client meeting next door. Upon entering I handed my Virgin Active card to the desk attendant and was promptly informed my Virgin Active existing membership does not give me access to the Classic Collection. In Virgin Active speak it is the equivalent of British Airways first class. Kindly and considering the gym was completely empty (four in the afternoon on a Friday will do that to a gym), I was let in. Without a doubt this Virgin Active has all the special extras above Tier 1 and Tier 2. It is all about the details. Changing rooms are spotless, they can iron shirts for you, coffee is free and more importantly the equipment is top notch. What really concerned me it that the elite of Virgin Active gyms has zero policy around recycling and the environment. Surely towels the size of a king size bedsheets are nice, but I am certain members would appreciate it is the best for all to include recycling and smaller towels. If you want a gym to sweat and attend classes then Virgin Active Classic Collection membership is not good value considering the elevated monthly cost (unless subsidised by your company through a corporate membership). If you are after a gym that is part of a lifestyle, including the people you share the gym floor with, then this Virgin Active is your ticket.
• LF

  Laura Furlan

  Sep 6, 2018
  3.0
  I like this gym, it has great classes and teachers, excellent equipment, it's very clean overall and the staff is generally friendly. It's a good gym overall, not too busy, which is a bonus. I would certainly recommend it. Coming back after a three month break, due to ill health and travelling, I found the staff at reception were rather unwelcoming, not as friendly as they used to be before the break. It was an awkward feeling.
• AM

  A. M.

  Mar 14, 2018
  4.0
  Great gym ! Clean and spacious!

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