Virgin Active Italia Reviews 1,005

One of your personal trainers make me feel so uncomfortable, virgin active green point, South Africa. I saw on the board her name is Cara. I went to green point after moving areas and she’s never happy, every day without fail she looks me up and down. I was talking to another girl about her in the changing rooms and she said the exact same thing about her. She just goes there to dirty look every girl in the gym up at this point. It’s happened every day in the past 2 weeks. If this continues I will have to terminate my membership and go somewhere else.

Since VA changed the music in its clubs on the 1st April the class music has been bland boring and uninspiring. The instructors work very hard to ensure that we as customers have a good experience and they spend a lot of time working on the class choreography. Before April 1st you could feel this in the music they chose and the enjoyment that we all had in attending a spin class. However, they no longer have a good cross section of original music to choose from and so they (and us) have to make do with substandard class. VA says it’s a wellbeing organisation but everything they are doing at the moment contradicts this – they are not listening to the customers or the instructors. The use of the new music needs to be reviewed and the previous music which was uplifting and inspiring needs to be reinstated. #VIrginActiveWhereDidTheGoodMusic go?

I have been a member since 2015 and will no longer continue with VA. What a disappointing year. I was a regular user for Hiit classes and Zumba , they have stopped them both which has discouraged me going to the gym again. Is completely useless just pilates and yoga and some other classes not everyone will use.
Not recommended.

been a member at Virgin Active Lenasia for almost a year and in that time many have complained about the temperature in the swimming pool on numerous occasions , it will be fine for a couple of days and then it will be not working for like now for the past few weeks leaving the water in the pool ice cold to such an extend that the pool cannot be used.
My complaint therefore is that we are loyal paying members that ensure that our membership is paid every month with out delay and we pay this fees to use the facilities that the gym offers including a heated pool throughout the year, which is not the case as the pool is out of action and cold most of the time, which is frustrating.
I believe for a big gym organization it is unacceptable that the members must ensure that their fees is paid-up every month without fail, but then Virgin Active does not offer us the same courtesy by ensuring that all their equipment including the heated pool is in working condition and heated at all times, it would therefore be appreciated if urgent attention could be given to this heating problem of the pool as we are entering winter and would still like to use the pool during the winter month for training as I am not a gym person, but I joined Virgin Active to exlusively use the heated pool, but it is more of a disappointment than enjoyment and this will discouraging and detrimental to our physical health . At Lenasia Virgin Active the problem is not solved, as we are at presently just hearing promises of its going to be fixed but nothing is forth coming.
Each time there's a problem, we get msgs to say you can use any other club. WiIII TRANSPORT be provided
Who will pay for the fuel? These complaints are the views of many members. Will be appreciated if this can be sorted out ASAP. Ta

Non responsive.
Trying to cancel a membership is made difficult. When you do send emails, you don't get a response until you push.
Eventually got my membership canceled, two years after I left the city where I was a member.

I am extremely disappointed in Virgin Active SA. I have always used Virgin Active as my gym, however recently I moved away and no longer have access to any Virgin Active gym.

I wanted to cancel my membership as I can no longer use it. I called their cancellation department and spoke to one of their employees. I CONFIRMED my cancellation multiple times (after they try resell you better deals) and finally they accepted it. I was told I would be sent a cancellation confirmation email after the phone call.

I did not receive the confirmation email and Virgin active being dishonest, billed me again the following month. I was very upset with this, so I call them again to cancel my membership. Again, I was told that it had been cancelled and I will be sent a confirmation email of this.

I did not receive the email and once again they billed me the following month.

It is ABSOLUTELY dishonest and disgusting. They intentionally don't send you the email so you have no proof of cancelling so they can bill you again. I feel cheated and extremely angry at this. I will make sure to let all my friends know never to use VA because of their dishonesty.

If you go through the same as me, make sure you record the phone call, get the name of the person who helped you, and keep calling back until you get a confirmation email. I will be reporting the next employee that lies to me. It's just appalling.

I joined for health reasons however I ended very poorly and could only work part time . I ask virgin if I put payment on hold for 3 months due to mental and physical health they refused point blank and sent my account to debt collection!!! I was completely disheartened s they promote mental health.. lucky for me the recovery agent have been amazing.. thank you virgin for your support…. NOT

Once great with Superb classes and instructors.

Now in 2024 huge price increases if you dont comit to 12 months contracts regarless of how long you have been there, luckily i did not sign up as they then a month later banned all licensed music thoughout the club meaning all the good instructors have now left.

Ironic given the brand and the history of 'Virgin' in music, anyone remember the 'virgin megastores'?

I have been a member of VA for just over a year now. My negative comments are:

1) There have been many group exercise classes cancellations, sometimes under very short notice.

2)The feedback/comments left on VA’s App is very rarely responded.

3) The lift club floor area tends to be piled with weights. Other members will continue to use the area even during a class, which is very disruptive. The instructors and class attendees normally have to clear the area themselves before a class.

4)PTs or other gym members of staff are not walking around helping people or keeping the gym floor safe but more occupied by their phones.

Virgin Active have taken a really premium and enjoyable product and pulled the plug overnight with the decision to use only copyright-free music. Feels like a decision made purely by accountants who don’t care about the customer experience. Please, Virgin Active, make this right. Reverse the decision, apologise for not consulting your members (who pay a premium for Virgin Active compared to alternatives) and demonstrate that you listen and act on feedback.

UK customers, this is VA Italy not the UK page !

Not a member, but I've had numerous interactions with the Chiswick Riverside and Twickenham branches that have left me feeling frustrated.

I've been trying to book a Vitality Fitness Assessment and have been given a different story about how the booking process works by 4 different staff members at this point. None of them seemed particularly interested in helping me either.

Just pay the licenses ! By changing the music alongside removing Zumba (for which every class had a long waiting list) for you are not only losing customers you are ruining a community. Many regularly attend not only for their physical health but mental health too. Other classes suggested by your customer services just don’t offer the same motivation as Zumba did. Tried aqua and the exercises didn’t fit the beat of the music. Pump and move classes are weights and not cardio

The worst gym in every way!
They are justifying increasing the membership prices knowing that in certain areas of London they are the dominant club brand as there’s no other available!! 3 price increases in 6 months is a joke! The GMs and staff don’t listen. The Headoffice complaints team justify these increases and they just don’t care. The music is now at its worst!complaints manager justifies the music and says he loves it! It’s not him who he has to please - it’s his cash paying members who pay his salary that he needs to listen to! The club didn’t consult members about this change!!! Funny how these prices went up BEFORE the music changed!!! Amazing instructors have left!! Shady practices and untrustworthy people.The services have gone down in the club. Management used to listen but now they just don’t care. Gone are the days when it was all about the customer- heck there’s no meeting even half way! Stay away from this gym if you can- it’s not like they are selling ‘instantly get fit pills’ for the extortionate prices!!!

This used to be such a great gym They have now decided to use royalty free music without consulting members and as a result the dance and aqua classes are dire and teachers are leaving in droves It is a disgrace they do not care about their members anymore i have been a member for 20 years and I am nowlooking elsewhere

So after a sad dance class on Saturday as the Instuctor left, the new music being the cause, she said she couldn't give us the work out we had for the last 2 years and wasn't prepared to compromise her quality, I was open minded for the next class to music, Aqua.
The instructor is top quality, fun and motivational. She tried her hardest to keep us invested, really encouraging, but after the second, erm tune, for want of a better word, I'd had enough, I wasn't enjoying it, and I no longer wanted to be there.
I look forward to these classes, with the feel good factor, from knowing the music and routines, which you have your favourites, this motivates you.
I am finding VA's approach underhand, certainly with regard to the fee increase, all having to happen before the 'new' music came in, so trapped potentially in an annual contract.
I do wonder how the people making these decisions got their job as they clearly don't understand their market requirements.
There is a reason this music is unsigned.
This used to be a prestigious brand gym, however its reduced itself to something below a Primark basis.
Not sure just music reversal will now be enough to revive the damage they've done to their reputation.

This company used to listen to members, if they got adverse comments on their app they phoned them to ask for more information. I have repeatedly marked them down since the new all electronic unknown music policy started for all classes but no-one has contacted me. Instructors no longer have a choice of music but now have to use boring electronic music from the Virgin catalogue. It's awful tuneless stuff that doesn't suit aqua aerobics which is predominantly accessed by older members. I am now looking for classes elsewhere despite having been a member for over 20 years

Virgin have decided to stinge and use royalty free music. Consequently, the workouts are not as fun or motivating.

The instructors try to do a good job, but how do you manage that, when it is dance classes? I hate dancing to music I do not know, and the poor instructor has to improvise in so many ways to keep us all interested.

And the boxing music is even worse. One long string of gibberish.

And for an entire week, the speakers at the Chelmsford Gym just conked out halfway through each Bodypump work out or dance class!

Good instructors, lousy music, and poor system for repairing speakers. What do they think members are? Cash cows?

As a long-standing member of Virgin Active, I am compelled to voice my discontent with the recent changes that have not only disrupted the quality of our workout environment but have also undermined the trust between the gym and its members.
The alteration in the commercial music license has resulted in a significant downgrade in the music played during classes and in the gym. This has directly affected the intensity and effectiveness of my workouts, leaving me feeling deflated and, on occasions, physically ill. The power of music to energize and inspire is well-known, and its absence has turned what used to be a motivating experience into a disheartening one.
Moreover, the mass departure of talented instructors who are unable to work with the subpar music provided has led to a decrease in the number and quality of classes available. This has left members like myself struggling to utilize the services we’ve paid for, questioning the value of our membership.
The recent changes with Europe has highlighted a lack of consideration for the different demographics and needs of members across regions. Decisions that may work in one area cannot be blanket-applied to all, especially when they so profoundly affect the member experience.
Additionally, the crafty approach of not consulting members about such a significant change, coupled with the dishonest tactic of forcing us to re-sign contracts under the threat of a 10% monthly membership increase, is absolutely appalling. It’s clear that these actions were taken with little regard for member satisfaction or well-being.
I urge Virgin Active to take immediate action to rectify this situation. Bring back the licensed music that fuels our workouts and the instructors who make our classes worth attending. We, the members, demand the value and experience we were promised. It’s time for Virgin Active to step up, show that they value their members, and restore the trust that has been so carelessly eroded.

Apparently Virgin Active's global HQ made the decision to change the music offering at Virgin Active gyms, limiting it to Epidemic Sound. Many members are outraged (a petition of at least 1600 is currently in place) as almost all dance classes have been removed when all the best instructors left. Those that remain have been struggling to produce some form of studio class with a poor choice of music. HQ probably waiting for us members to all disappear and/or shut up. After all, who needs members? I very much hope "global HQ" understands how much they have upset members with this decision and reverse it. Once members leave (and many have already done so) they will not return, especially given how badly we have been treated.