Virgin Active

Reviews

• JA

  Jelena Aleinikova

  May 5, 2026
  1.0
  I experienced difficulties while attempting to set up a membership with Virgin Active Bromley/Orpington. I purchased a membership for myself and intended to add my son so that he could attend swimming lessons. However, the website failed to process the membership correctly, and only my membership was created. Following this, I spent several days trying to resolve the issue. The confirmation email did not include my membership number, which meant I had to contact your team multiple times by phone and online chat simply to obtain basic account details. The staff member who initially assisted me then stopped responding to my emails, leaving the matter unresolved. I was later advised that he was away on holiday, but I did not receive any out-of-office response or alternative contact details. This raises a serious question about who was responsible for covering his workload in his absence. When I contacted the Orpington branch by phone, the staff member was able to identify my membership and my name, but then disconnected the call. I was not called back, despite having waited in the queue for around 20 minutes. Overall, I spent several days calling customer service, sales, and the branch directly, without any successful resolution. I was then advised that I would need to visit the branch in person to add my son to the membership. This is not a reasonable solution, as we are currently in a different city. Travelling back and forth with a young child simply to complete a basic administrative task is impractical and unnecessary. I find it concerning that an organisation promoting online account management cannot support such a straightforward request remotely. The whole process has been unnecessarily complicated, time-consuming, and poorly managed. Although I was later offered one month free with additional passes, the overall experience has been so frustrating and disrespectful that I will not be continuing with Virgin Active. I have now joined a competitor instead. It is disappointing to see a business lose customers due to poor management, lack of communication, and inadequate customer support. Kind regards,
• GO

  Greg Obarowski

  May 4, 2026
  1.0
  Often messy, with weights missing or left everywhere. Staff don’t seem to challenge members who fail to tidy up, nor do they tidy the weights themselves. For a premium gym, this is poor. The VA rewards experience is also disappointing — as attached picture, you often get very little, or more likely nothing at all.
• JG

  Julia Green

  May 3, 2026
  3.0
  I do like this gym I do BUT we really need more stairmasters at least 6. More treadmills also. Need 2 leg press, 2 hack squat, 2 abductor and 2 adductor machines. This gym has enough money to get more equipment. You need to have a separate changing room for kids. The last thing i need after a 10 hour shift is going to the changing room with screaming children and mums hogging all the benches with no where for me to change. You need more full length mirrors. This gym can be better that what we are paying for. The sauna can be bigger as well as the jacuzzi. The value for money is disappointing.
• AS

  Alexandra S

  Apr 17, 2026
  3.0
  I’ve been a member for 3 years now. Parking is an issue, so I now park down the road and walk so I don’t miss a class. I’ve complained so many times about the air conditioning and it falls on deaf ears. The reformer Pilates room is like an oven on a hot day, but when I used do HIIT in one of the studio rooms it was fine. I think they think doing Pilates you don’t exert yourself so no need for the air conditioning to be on. I don’t use the normal gym equipment so can’t comment. I sometimes do classes in the main gym area and again, when it’s warm outside they do not crank the heating up! I’m always asked on the app for feedback but it’s pointless. I’ve got from paying 65 a month to 95 in three years! Madness. I’m still a member as there is no alternate gym close by!
• BB

  Bee Boo

  Apr 15, 2026
  2.0
  I decided to cancel my membership after a couple of years, I started to not enjoy coming here like I used to which was a shame. Overall, the gym is actually good. The equipment is great, the staff 9 times out of 10 are nice and helpful it’s just 1) wayyyyyyy too many people now it’s actually uncomfortable to work out, hot, sweaty and parking is a nightmare 2) booking classes is just such a pain you always end up getting in an hour before then getting blocked as you’ve booked on so many as you never get in the class you want, it just becomes so much of a hassle I would rather just pay to go to a class inside fight with 30 people for a place on reformers. They close the door as soon as the class starts it’s really annoying I drove 30 minutes the other day and got stuck in traffic and by 30 seconds I missed the class as they were warming up, wasn’t allowed in and it ruined my whole afternoon as I didn’t have trainers to work out. I don’t pay how much to be treated like a school child and be locked out. I think you should change it to after warm up. I found the classes are hit or miss these days sometimes they’re really good other times instructors very stressed out and it’s just not a nice experience. I also like someone below had someone taking a picture in the mirror in the changing room when I was actually butt naked, idk how daft you can be to not see is naked in the background … some of the people here need to learn etiquette this is not the gyms fault but it just added to poor experience. It’s way too expensive for you get these days and you need to cap how many people can join. But overall I didn’t regret my experience! I will watch out in the future to see if anything improves and maybe joining back up if there is less people.

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