Virgin Active - London

Alencar Ferri (Alencar Ferri)

Disappointing Experience at Virgin Active Strand

I’m paying for what’s supposed to be a premium gym, but the experience is far from it. Many things are constantly broken, and it takes forever for them to be fixed. It’s frustrating that when you complain to the staff, they just respond with a polite smile and a “sorry about it,” without taking any real action.

I paid for a private locker for 4 months and never received it, which feels like a complete scam.

On top of that, there have been multiple incidents with personal trainers getting too close to clients and even asking to borrow money—this has happened three times. It’s completely unprofessional and unacceptable, yet nothing seems to change.

Overall, this is the worst gym I’ve ever been to. For the price they charge, the service and experience are a joke. I wouldn’t recommend it to anyone.

Daniel Morley

The club itself is great - good facilities all round. But why do you close at 9pm on weekdays and 6pm on weekends! It’s far too early. No time to gym after dinner. If it closed at 11pm it would be perfect!

Awa Sainèy

I’ve only been at this gym for two days but one thing about the associates, they don’t play around when it comes to customer service. Especially Elif! Today my leggings ripped and I had no alternative but to look in the nearest shop, when they didn’t have what I needed I came back gutted, and she offered for me to use her joggers to workout even though I offered to pay for the underarmour kit they have in the gym reception, people in London don’t usually go above and beyond like that so I appreciate it so much. Such a selfless act

The facilities are super nice and the app is straightforward to navigate, I feel I’m getting what I’m paying for, no complaints although I wish the gym was open later

Ilona Cege

I am new to swimming and recently took up some classes with swim class instructor Allon who has been great. From the first moment on, he’s got this energy and personality which makes you trust him straight away. Really kind, patient and a great instructor who encourages you, while supporting you at the same time. Excited about my weekly classes!

The gym is also great, plenty of equipment and space, great strength and conditioning and spin classes too.

Alessio Lagioia

Dear Virgin Active Team,

I am a regular member of Virgin Active. Today, in the afternoon of 16/09, I visited your Strand club and was extremely disappointed with the service I received at the reception.

Upon arrival, I kindly asked the reception staff if they could hold onto a small bag for me during my workout, as it didn’t fit in my locker. Unfortunately, I was told that this wasn’t possible, without any offer of an alternative solution.

Later, after using the sauna, I requested an extra towel for my shower and explained that my towel had fallen to the floor, making it unusable. Despite explaining that I am a loyal member, the receptionist rudely insisted that the policy only allows for a maximum of two towels. I found this response unprofessional and dismissive. After my repeated request, and despite her rude tone, she reluctantly handed me the towel without further comment.

I had initially planned to bring two friends with me as guests, hoping to make a referral, but after today’s experience, I’m reconsidering that decision.

Additionally, while I do have the names of those involved, I prefer not to disclose them at this time, as I believe in giving people the chance to improve. However, I sincerely hope that measures will be taken to improve the overall customer service at this location.

I remain available for further details if necessary, and should anyone wish to contact me.

Best regards.

Suzie Thomas

I love Virgin Active Strand. Always clean, instructors and classes are top (regular at reformer Pilates, Pilates athletic, strength and conditioning). The spa area has a great atmosphere. And the lounge is a great addition to do some work in between sessions

Emma Warburton

I’ve been loving my membership at Virgin Active! Joined a few months back and the staff are lovely, great facilities too- always very clean. Started adult swimming lessons 1-1 and have made lots of progress with my instructor Allon who’s great, highly recommend.

Cheryl Millar

Firstly the staff at The Strand branch are so friendly, helpful, polite and just happy! Have to say the same for the Streatham branch too 🙂 Club is very well maintained. Never any machines out of order, all works perfectly. The classes are excellent. Particularly Reformer and Mat Pilates. Not intimidating at all with a nice warm friendly atmosphere. Can't fault anything 🙂