YMCA Surbiton - St Paul's Group

I was disappointed by an experience I had recently, where I had booked and paid for a Reformer Pilates class. That said, I’m very pleased with how the team handled the situation afterwards. They responded kindly and promptly by email, took my concerns seriously, and offered thoughtful solutions to make amends. As a result, I’ve come away feeling that the team is receptive to feedback and clearly cares about the service they provide. Their response has restored my confidence, and it has encouraged me to continue my Reformer Pilates sessions here.

I have recently joined the gym as I was curious due to some adverts pop in quite often on my Facebook timeline and because is walking distance from where I live . First impression: not great, the receptionist was not very friendly at all, no greeting, no good night, no thank you . When I mentioned that I was interested to join the gym, she just say I should do online, in the end after I insisted, I made my subscription at the reception. In terms of classes, we should have more time slots, you supposed to book online, but is constantly full. Pros : great classes instructors (when you are lucky to get a place) Cons : Basic training in customer services for the front of house receptionist. I believe a robot could do a better job than her. If the person doesn't have customer service skills, shouldn't be working with the public.

Tried to contact them today as i am trying to learn some details regarding the contract. The srcretary was rude to me and sounded bored while chatting through the phone. She transfered me to another line but nobody picked up. I called them second time and again they were rude to me. Didn't manage to learn anything. Please let them know that people are paying to join their gym!! To anybody who wants to join and would like to learn more details, phone call is not a solution!!

I am a member of this gym as it is close to work. I have decided to terminate my subscription as the hygiene is unacceptable and the gym too smelly and dirty. Nothing has changed in months despite the several complains to receptions. - The steam room is a tiny hole and has got a constant carpet of fluff of pubic hair on the floor. See the images attached. They are taking on different days. Nothing has changed in months we have been there. - The soap containers often are filled, by sick customers, with body-fluids (you can imagine which ones). - One of the girls at receptions, when we pointed out the steam room in the male area was filthy, replied "I can't get in there right now, but we know that. I have been told it also smells of sweat and dump, right?". they know it and they do nothing. - Air conditioning is always extremely low and both when you work out or shower you have a cold, constant draft hitting you. There is no way to change it and it's very unpleasant and unhealthy, especially when you are sweating. - The rooms for Yoga and Body Pump are poorly heated and we were asked to wear jumpers and jackets to warm up. The Yoga class becomes a survival exercise when at the end you stop and relax and start shivering instead of enjoying the relaxation. - The rooms for Classes are used during the day by kids to play and by elderly people and therefore you have your Yoga session on a dirty floor and with toys, chairs and other items scattered and piled up around you. Definitely no atmosphere in there. You feel like you are at secondary school gym lesson. It's a third world environment and I am surprised hygiene inspectors are fine with this place. Have they actually ever been? The hygiene at this gym has become a matter of laughter with friends and coworker that had used the same gym. The images talks more than any word. I can't understand why they think it is acceptable to have such a unhealthy environment and why they keep ignoring members comments. It' would be so easy to keep such a small place tidy and clean.