Virgin Active Kensington

Reviews

• JJ

  J

  Oct 16, 2026
  2.0
  Most staff are lovely, but some younger staff member lacks basic manners—invading members’ personal space while restocking towels and chatting, and gossiping loudly on the phone in the changing room. Some staff also treat the quiet lounge like their break room, talking loudly with little consideration for members. Management needs to address this.
• JP

  June Park

  Oct 6, 2026
  1.0
  High-spending loyalty rewarded with predatory debt collection and corporate bullying I used to absolutely love Virgin Active Kensington. I was a dedicated member investing heavily every single month into a premium membership, group classes, and personal training. That loyalty meant nothing the moment their own operational incompetence failed me. Before going on holiday, I explicitly requested a membership freeze at the front desk. The employee verbally assured me it was fully processed, so I left without worry. I returned to a missed payment notification. When I explained the situation, I was met with an incredibly rude, hostile emails from a managing employee who abandoned all professionalism to aggressively demand money, hiding behind the excuse that because their own staff member's mistake wasn't 'in writing,' I was liable. They have now resorted to using debt collectors to harass me for an illegitimate debt. I refuse to give in to this type of corporate bullying. They would rather permanently alienate a customer and resort to thuggish collection tactics than take accountability for training their own front-desk staff. A truly disgraceful way to run a 'premium' Kensington club. Avoid at all costs.
• AT

  Athina Trapezountiou

  Oct 2, 2026
  1.0
  Unfortunately, price is up and service is falling down with acceleration. Little maintenance, Pipes bursting, bad smell, equipment breaking down. It was a nice gym and I still go due to proximity. But, it needs real improvement.
• EG

  Eliott G

  Sep 26, 2026
  1.0
  Virgin Active Kensington where £2,040 a year buys you absolutely no loyalty whatsoever. 18 months. 5-6 days a week. Genuine money spent in house every single time I'm there. And none of it means a thing. You want to bring a friend? Good luck. You get 3 guest passes a year, tied to your birthday, gone in 90 days. Miss that tiny window and you're paying £60 on the spot, which is exactly what happened to me today. Front desk didn't budge, didn't care that I'm there constantly, just wanted the £60. Compare that to David Lloyd: £25 for a guest pass, plus they throw in a free guest pass EVERY MONTH as standard. Not £60 with zero goodwill attached, actual value built into the membership. Or look at Third Space and Equinox, where my mate's membership gets him guest passes that don't even expire and the facilities aren't even in the same league. Spas, massages, the actual experience of a premium gym. Virgin Active gives you Technogym machines that are nothing special, half of which are out of service at any given time, while quietly hiking the membership price every year for the exact same tired offering. And the loyalty rewards? Non-existent. Come in 5-6 times a week like I do and all you get is a "streak" which resets the moment you dare go on a business trip or take an actual holiday. Real life apparently isn't allowed. Then at the end of the year, instead of anything real — a discount, a free session, literally anything, you get a recap email. That's the thank you. A recap. For an entire year of loyalty and spend. The only reason this place isn't a total write-off is the actual staff on the floor, PTs are great, cleaners are lovely, no complaints there. But that's despite the club, not because of it. Front desk enforces a punishing guest policy, prices climb every year, equipment isn't maintained properly, and loyal members get nothing but a streak that vanishes the second you live your life. If you're after value, flexibility, or basic recognition for showing up, this isn't it.
• TT

  Tulsan

  Sep 24, 2026
  5.0
  I’ve been a member of this gym for over 12 years, and I can confidently say it has never looked, felt or smelt better! Isabella has been a complete game changer for this gym. She is absolutely amazing and a genuine asset to the company. The difference she has made is incredible, and the whole place feels so much better looked after. The staff right now are fantastic — friendly, welcoming, hardworking and always happy to help. It really makes such a difference to the overall experience. A very special shoutout to Kez, Aron, Comos, Jumahi, Mame, David, Christian and Martin — you are all amazing and deserve recognition for the brilliant job you do. After 12 years as a member, it’s genuinely lovely to see the gym in such great hands. Keep up the amazing work!

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