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
• HS

  Henna Serenity

  Apr 21, 2026
  1.0
  Quite appalling service from the customer service team, brandy and Emmanuel in particular very disgusting behaviour
• JO

  J. Oj

  Apr 14, 2026
  5.0
  I’ve had a really positive experience with Virgin Active. The staff are consistently helpful, approachable, and genuinely friendly, which really adds to the overall experience and makes the club feel welcoming from the moment you walk in. The quality of the classes is excellent. They are well-structured, engaging, and adaptable for different fitness levels, whether you’re just starting out or already more advanced. The instructors clearly have a high level of knowledge, and they deliver it in a professional and easy-to-follow way, which really helps with progress and confidence. The atmosphere throughout the club feels modern, clean, and motivating, creating a really positive environment to train in. It’s also great to have access to a coffee machine and vending machines for drinks, which makes it easy and convenient to refuel before or after a workout. Overall, it’s a well-managed facility with a strong focus on member experience, quality coaching, and a comfortable training environment. Definitely a great place to stay consistent and enjoy your fitness journey.
• ZZ

  zoe

  Mar 1, 2026
  1.0
  If I could give 0 stars I would. Virgin Active promotes itself as a brand built on holistic wellbeing, community, and a respectful approach to fitness. Their messaging focuses on mental health, inclusivity, and creating a safe, enjoyable environment for members. Unfortunately, my recent experience did not reflect those values. During a pool session, I experienced physical contact and repeated verbal hostility from another member, including being firmly grabbed by the wrist and subjected to patronising and inappropriate remarks. Rather than feeling supported, I felt dismissed. When I reported the incident, I was asked to write a statement in the middle of the café area, in full view of other members. Given the sensitive nature of what had occurred, I found this approach lacking in privacy and empathy. No private space was offered, and the overall response felt procedural rather than genuinely supportive. As someone who works within the fitness industry and understands safeguarding, professionalism, and duty of care, I was disappointed by how the situation was handled. Safety and member wellbeing should be prioritised consistently not just reflected in marketing language. I chose Virgin Active because of its stated commitment to community and real wellness. I hope this feedback encourages reflection on how incidents are managed, particularly where members feel unsafe or unheard.
• MM

  MB

  Jan 30, 2026
  1.0
  Yorgo and Yanas review is very accurate. As is Daniela’s review on the incorrect fees without refunds. My experience was similar but much worse.

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