The Gym Group Reviews 

I've been going to this gym for more than two years now.
I like going to this gym despite a number of issues.
I got to know the staff, and they are warm, welcoming, and friendly.
I also got a few of my girlfriends to join.

A few days ago, one of my friends joined. They took her money, but the PIN number wasn't working to get inside, so an employee let her in using the exit door. Around 10:30, we decided to exit the gym, and we realized her PIN still wasn't working. We started to panic, wondering how we would leave the gym. There was no employee in sight to help us, so we were stuck. There were no clear instructions on what to do if, for whatever reason, this happened. I did what a normal human being would do: I helped her. I pressed the emergency exit first for her to exit, and then I exited using my PIN.
The next time I came back, I was told that they had canceled my membership, with no warning at all. There was no discussion whatsoever.
I felt robbed all because I helped someone.
I'm so very disappointed 😞 😔 😕

• Friendly Employees.
• Wi-Fi does not work.
• Smelly, dirty toilets.
• Broken lockers are so annoying.
• When the PIN is not working to exit, there are no instructions as to what to do or who to contact.

Membership has been cancelled twice now without warning!!!! So frustrating. Going back to pure gym might cost a little more but you never get this problem

Massive thank you to the whole team letting me into the gym while my code was sorted. Especially the GM Holly who resolved an issue in a day that had taken me near enough a week to resolve internally. Such a relief, thanks again for the clear communication and the quick turn around!

Recently applied for a membership with The Gym Group in Acton. How is it that I am able to login one time after buying the membership, and now there is an error and I am unable to login at all. Online FAQ has no solution for this and the online customer service is just as awful giving zero solution apart from being able to login into my account from "their end". I have proof that I am using all my correct details and still nothing. Please cancel my membership.

I have been a member since this gym opened however here are a few things that need immediate improvement otherwise I can see this gym heading on a downward slope if these things don't improve.

1. Most important - Hygiene there is lack of it here, no cleaning wipes for machines or benches and the changing rooms are a disgrace!

2. Classes - So group classes are taking place in an area where some of the machines are so no one can use them on busy periods. This is just simple stupid!

3. Water Stations- Only 1 in the entire gym by the disabled toilet.

4. Only 1 set of 1.25kg plates and 1 set of 2.5kg plates. I mean come on!

Overall If there was another gym closer to me which was 24 hours. I wouldn't be here!

I cancelled my payment! You still took the money! During these hard times - pls dont do
Such things..

Been to Stafford Gym Group for about 18 months. However took the opportunity to get some expert advice from a trainer there, Gareth Davies. I learnt so much about the kit and the sound and safe methods of use. I was a little wary of some of the kit before, so been stuck in a rut using same kit in a haphazard, none productive way....thought I knew best...used what seemed safe to me!

Gareth has transformed my training routine.

My advice in return for anyone new or experienced, is not to delay in taking the opportunity to be steered in the right direction. Gareth was brilliant and a sound trainer. Gave me the confidence, and guidance I needed. Thanks Gareth!

Very disappointing experience with The Gym Group Watford.

The issue was never just the cancellation of a class, but the way regular paying members were treated afterwards. Multiple members raised reasonable concerns regarding timetable changes and lack of variety, yet communication from management was dismissive and inconsistent throughout.

Despite being directly affected and included in complaint correspondence, I received no response or acknowledgement personally. Customer service felt almost nonexistent, with little transparency and no genuine attempt to engage with member concerns.

It is frustrating because Watford is actually one of the better maintained branches I’ve used, but the handling of complaints and general attitude towards members has seriously let it down.

Replied to a complaint email requesting other receipts I need. Replied with an automatic email that closed my case. Told me I need to call a paid number to get the receipt. Illegal because businesses must provide receipts when requested.

UPDATE 15/05/2026
They have since sent me the receipts I requested. However, there got to be an easier way to obtain the receipts.

There are no means of cleaning the machines after you are finished. I asked and they told me to bring my own cleaning supplies. So only go to this gym if you are happy to roll around in the a$$ and b@ll sweat of every teenager and gymrat that has frequented the place that day, and has left their musk to air dry.

I had an amazing class with Luca he was very professional and helped me a lot

The gym is always very clean and I Had a great class with Luca defo gonna check out he’s pt sessions as he really knows he’s stuff and pushed me to my limits

There was nothing available to clean the equipment before or after use no spray bottles, no tissue, nothing. I went to use a bench after someone else and there was literally a fist sized patch of sweat on it. When I asked a staff member in the office, he just said he didn’t have anything. That’s unacceptable.

I’m not putting my head or back on someone else’s sweat. When you can’t see it, fine, but when it’s visibly there, it’s disgusting. The gym was packed, I waited ages to get a bench, and then I couldn’t even use it because there were no cleaning supplies anywhere.

It’s really disappointing. There should be multiple stations around the gym with bottles and tissue so members can actually clean equipment properly. Instead, I ended up leaving because the hygiene standards were so poor.

Bromley by Bow has amazing classes and is very clean!! I enjoy the workout!

This gym is not taken care of at all. Rusted machines, ceiling falling on people, showers not working, toilets filthy, and the air barely ventilated (the smell is moving your nostrils).

Went to attend a flexi stretch class at lunch time on a wednesday, instructor had put a no entry sign in front of the entrance to the room for the class, i arrived over 20 mins early but sign was not removed to allow entry to people attending this class! Also, tap water was flowing onto gym floor, no one came to mop it up.

Ive been a member of this Gym twice now and I should have learnt from my experience the last time .
I recently needed to have a Hernia operation , so I tried to contact someone at the Gym to freeze my membership for a month . ( The gym has a facility that the members are offered this with their membership ) As there were no contact details of my local Gym , I did it on line and requested that my membership be frozen from Feb 14th to March 14th .
A couple of weeks ago ,in the middle of April , my friend and I went to the Gym. I had hoped to be back sooner but there was a longer recovery time than I had initial been told .
When we got to the Gym , he got straight through with his PIN number but mine wasnt accepted , as there was no one I could speak to at the Gym, I had no choice but to go home .
I checked the details on my Freezr period and they had frozen my membership from the 7th of APRIL to the 6th of MAY !!! Nothing like the time period I requested !!!!!
It is almost impossible to discus any problems with anyone at the Gym group , there are no phone numbers on their website and google search doesnt have any contact details either .
The gym itself isnt too bad as its open 24 hours but they have absolutely ZERO customer services . Basically youre screwed if you need to contact them directly .
I will be looking to go to another Gym.

Signed up a week ago and still haven’t been able to use the gym due to my pin being inactive until the gym manager emails me to arrange my first visit, I have used gyms plenty in the past , I know my way around , there should be an option to waiver this when you sign up, I have tried the online support only to get stuck in AI generated replies saying my query has been answered and closed , when you click for more support it goes through the same loop, my app states if I have had no contact in 3 working days to use there support which ….. loops me in AI replies, even accounting for the bank holiday weekend I should of had something by now , no contact number or email service for a 24 hour gym that won’t let you visit until they contact you, I have tried calling customer support and after being on hold for 10 minutes the phone was cut off, live chat is AI generated replies that repeats itself and asks if it has been helpful. I just want to use the service I have paid for !