September 2025 by Madelaine G
So I rejoined after the refurbishment on a month to month basis to be able to train with my friend.
The only downside is that there is NOT ENOUGH DUMBBELLS and plates , there is plenty of space for this to accommodate more dumbbells- especially where the benches are / free weights section. This is very very frustrating and I?m even considering leaving again because I struggle for weights. I wish there was a chest fly/reverse fly machine.
It?s clean enough but please can the toilets be checked and cleaned more regularly, it gets disgusting in there, especially the sanitary bins.
The ventilation is great and there isn?t any of that sweat mixed with dirt smell usually associated with a gym so I like this
Staff seem nice, I don?t see why all these complaints about them. The members are rude to them, I saw the other day an older lady screaming at the poor receptionist.
September 2025 by Alexander Reina
Terrible service on the phone calling was held up and told that i am customer number 9. Waited 45 minutes to get to one more customer in front of me and then they said they had no agents available. That is the WORST service I?ve ever seen. Wasting 45 mins and then saying they don?t have any agents. I thought better of virgin active
August 2025 by V.A
Avoid this gym especially if you have a disability. The brand that is publicised and pushed to the public does not mirror my experience.
Trust the negative reviews online including TripAdvisor and Instagram. All of the negative reviews are very accurate and I can attest that nothing has improved.
They close complaints without resolving them and then lie to cover up their failings.
The online reviews and dates prove that as a company this gym make no attempt to change their substandard practices. My suggestion is that more members of the public report this place to Trading Standards.
Even the dubious manager of the Kensington gym Jordan Brennan deliberately failed to resolve my complaint, as did the head office and its director Luca Vallotta. I have been left with no choice but take the company to court to request a Judge reviews all of their conduct and forces the company to expedite my rights. I have served a claim for :
1. Breach of contract
2. Equality Act
My experience thus far has been terrible for example Virgin Active head office staff and their Kensington management collude together to undermine, bully and commit financial misconduct. It is a fundamentally dishonest company that has zero respect for marginalised groups.
Please avoid joining Virgin Active or entering into a contract with them. It becoming very clear that this as a company it uses false advertising and dubious marketing staff to cover up that they have unlawful processes.
Virgin Active is a terrible place, especially if you have a disability because, financial misconduct and applying less favourable treatment is part of process, as is pushing you from pillar to post to make a mockery of your rights.
Virgin Active does not take accountability for their failings in hopes members of the public forget they have statutory rights. I have since reported them to Trading Standards and now civil action.
August 2025 by Quietly Rated
A solid gym with a recent renovation that brought in more equipment and upgraded its offering. The space is large and rarely overcrowded, even during peak times. Equipment is mainly from Technogym and generally in good condition. There?s a pool, sauna, and muscle recovery zone, as well as decently sized changing rooms. Classes are on offer, and while not exceptional, they?re fine for regulars. Staff is friendly and the vibe is clean and professional, though the music can be unnecessarily loud. Main downside: the price tag. It?s starting to feel steep for what?s on offer.
Quietly rated: worth joining ? unless the prices go up.
August 2025 by Alexa B
With recent changes of policies that they now have an active (pun intended) anti LGBTQ+ stance, I would highly recommend avoiding this gym as it doesn't seem to value its members. The gym itself requires work, and whilst the staff were ok, you can find better service elsewhere.
June 2025 by Danielle Maidana-Power
Fantastic club, excellent facilities, wonderful staff! You wont go wrong joining VA!
June 2025 by Barbara Lichtin
All new and good!!!
May 2025 by ss
I'm extremely unhappy with my experience at Virgin Active and bellow is why :
1-Poor request/complaint handling: I raised a concern about a Reformer Pilates coach not correcting posture or ensuring safety. Instead of investigating, the manager questioned my experience level and dismissed my complaint by suggesting to join a beginner class.
2-Miscommunication about swimming classes: I was told no female instructor was available. Days later, I met a female coach in the changing room , and she confirmed that she is giving classes. It?s clear the reception team is poorly informed(more than one person gave me the wrong info)
3-Unprofessional management: When I wanted to purchase swimming sessions, a manager called and scheduled a meeting?only to not show up at all and did not inform me. Completely unprofessional and disrespectful of my time.
4-Membership freeze issues: I requested to freeze my membership for Ramadan, which should have been free. It took ages to process, no one at the reception knows how to do it, just one lady , and I was wrongly charged. To date, no refund has been issued.
5-Low quality of instruction: some classes, are below expectations. Instructors often seem disengaged and not supportive.
6-Additionally, there is a serious hygiene issue?showers are never deep cleaned and are often in poor condition.
I?m deeply frustrated with how Virgin Active has handled my concerns and will definitely be raising these issues with the head office. This is not the level of service one expects from a premium gym , very very bad customer service.
April 2025 by selim sultani
Amazing gym whole family come here! full of different facilities with an ambient studio for Boxing. Amazing staff in particular Jordan - Very Kind, Very helpful, very understanding - made me enjoy my time at Virgin Active Gym even more!
& Also Samira Always respectful and supportive. Amazing community!
January 2025 by S. R.
I have been a member for over 14 years, and this place used to be amazing. Fair warning: the branch has actively been pushing members away for a little over a year to justify drastic changes driven by a shockingly unprofessional management at the top (up to the brand level). The club stopped paying Zumba licence, right before removing all music so they could slowly remove valuable classes and replace trained instructors with cheap in-house staff with basic knowledge. Exit cycling, swimming, Zumba, boxing and anything worth paying a premium membership. Now all you get is a few machines, one working toilet at best per changing room and some mediocre offering with extremely boring AI music (instructors who played their own music got either fined or fired). Pool is often broken and closed, with regular shortage of hot water in the changing rooms. All the best instructors have left by now. The club has fallen so badly it's made it to the newspaper. If you are looking for anything else than jogging on a few treademills for a very high price, look elsewhere.
March 2024 by Lara
I joined VA Kensington in January after much procrastination - I considered Equinox and Third Space too as have friends who are members of both. Despite VA's poor reviews on Google, I went to look at the newly refurbished space and was shown around by Ben the membership manager. I was so impressed that I signed up straight away. Two months on, I have not been disappointed. There was no hard sell, in fact Ben was honest, professional, ensured that I had been cleared to train with an injury, advised me on which trainer was best to speak with, and clearly loved his job and the company culture. It is clear to see the comradery between all staff members and staff and clients (including reception staff, cafe staff, cleaners, instructors etc) - I have been to other gyms where even the reception staff ignore you or are rude, but at VA Kensington everyone is acknowledged as they arrive or leave. This is reflective of the general community atmosphere - the cleaning staff are thorough and lovely, the cafe staff remember your usual orders and the trainers, instructors and office staff could not be more helpful. The refurbished facilities and equipment are fantastic and every area is kept consistently clean and tidy, which is so important. The new lounge and cafe areas are also superb - quieter areas to relax or work and the cafe provides a healthy and delicious variety of food and drink. It may not be as plush as Equinox or Third Space but in my opinion, it is better equipped - my friends at both are often frustrated at not being able to get into classes due to limited number of spaces or paying additionally for classes such as Reformer - at VA there are over 20 Reformer beds with a wide range of different formats to choose from all day long. In conclusion, do not be put off by the low Google rating, go and check it out for yourself.
February 2024 by Linnea B
Love virgin active Kensington
February 2024 by Anna Karen
Lovely
February 2024 by Kazouk Fit
Depends on branch but generally clean and great facility
January 2024 by Tugce Gultekin
Worst ever
