Nuffield Health Kingston Fitness & Wellbeing Gym

It's a decent club if you live nearby. However, the spa area isn't great. Can be filled with kids. The Physio Rianne is absolutely a star and been fantastic for me. It's a decent club.

I love this gym for all the facilities it has. The soft play is perfect on rainy Sundays with my toddler and a swim after. Gym has decent equipment. Never had any issues with staff. I find everyone who works there very pleasant. Especially Kurt and Lucas. Friendly faces I look forward to seeing when I go :)

Gym has good Technogym equipment that’s obviously not enough for the large amount of active members. If you want to train properly with reduced queue time then go after 8pm, before that the feeling is more of a nursery than a gym. As other users have stated, the gym is full with families during the day and specially after school time, with lots of babies and toddlers crying and bumping around uncontrollably. Yes, there are “adults only” areas mixed with the others, which means you don’t get to actually notice a difference. There are group classes during peak hours that take up most of the available floor space -and very loud trainers. Weekends are open to younger people who play with the equipment at their please with little to none supervision. The gym has way too many cardio machine that tend to be empty the majority of the time. Make a better use of the space and incorporate more leg press/hip thrust/benches/cables, there’s no hack squat and the only smith machine is most of the time occupied by guys doing bench/shoulder press. The gym ask for feedback every year, which seems to be an automated process that NO ONE checks or gets accounted for.

If you’re thinking of joining this gym I would advise you read this first. They are money hungry, once you sign up they put no effort into giving you a proper induction of the gym. The cleanliness in there is shocking, thick dust in the main workout area, same rubbish in the lockers day after day, hair in the shower drains and just a sticky and musty feeling in the changing rooms. Definitely not reflecting the price point of the membership. The customer service is shocking, not only from the Kingston branch but also from the main complaints head office. (Don’t expect them to reply to you unless they chase you for money). Not much floor space to work out in as the gym is so overcrowded even in non peak times. Very little ventilation. And not many weights available too. Pool area has not been changed since the establishment was Esporta so feels dingy. Also showers leak from the ceiling so who knows if that water is clean. Changing rooms always have children there even after 7pm and so full that it gives you no space to get changed. (only one enclosed changing room). Even if you complain they don’t try and resolve the issues or accomodate you as a customer.

Awful and rude receptionist Juliette no manners! my husband and son have been twice to this gym and both times she’s been extremely rude can’t help but think it’s discrimination of there skin colour as no other customer was spoken to in this way. The manager Renato is incompetent this is all done in-front of him clearly they have no customer service skills! Very disgusted and upset to hear what’s happened to my husband and my son!

This gym is an absolute joke. It has a persistent leak in the ceiling that they never bother to fix. They take equipment out of service due to water dripping from the ceiling. The area by the main window stinks of moldy damp. Customer service is non existent. They do not service or maintain their equipment. They have taken the spa (jacuzzi) pool out of action to “save energy”. Cleanliness is poor. The gym is full of towels and buckets to soak up water. Absolutely appalling. If you complain they just ignore you. Avoid.

Unfortunately I went there as guest today (30/oct/22) and I left feeling angry, upset and confused as to why I was treated so poorly. I had my two little kids which we had planned to use the soft play with their cousin (who was a member). The reception lady from this morning (around 11am) said me and my kids will need to be a member (something which the last time I visited was never mentioned). My sister in law also mentioned she had brought other guests and it was never been an issue before. Nevertheless I assumed it may have been an error last few times.

I then asked if we could use the guest passes we had. At this point this lady, simply looked me in the eye and moved across the table and served other customers. Honestly I was so shocked at the obvious rudeness. I then asked her again and she said I could use the pass and gave me a bunch of prices for entry. Naturally, I asked what is the purpose of the guest pass then? To which she replied I will get my manager. To be honest I was even shocked at this response as i believed we were having a conversation to find a resolution either way. The Manager came along and said we could use the facilities free of charge using the guest pass. I then expressed my complain to the manager when another gentleman interrupted and said he heard the reception lady answer me, I have to be honest I wanted to carryon the conversation as at this point he just called me a liar to my face and the fact this gentleman was also no where in sight when we were having the conversation.

However I dropped it as I had two small children with me and as most can agree you pick your battles but I could not forget.

Whilst the reception lady was 50% correct however she obviously had decided she did not want to help us and instead wanted to charge us on top of the guest pass for sake of lack of knowledge or simply being unprofessional and passive aggressive. The other gentleman seemed like he wanted to start a fight which he was not a part of (also very unprofessional as I had no business with him) and the manager just didn’t seem to care for either side.

I appreciate I am not a member however it is unthinkable why this lady would think that was an appropriate way to have a conversation, ghosting visitors, ignoring them, giving incorrect information and having very little patience to have a basic conversation considering she is the first face you see when you walk in. Unfortunately, everything escalated so quickly from her end that I do wonder if there a was racist intent as well (I am Iranian by ethnicity).

I also do not appreciate being called a liar by someone who was never involved and was not even asked for their opinion. The situation only de-escalated because I dropped it not because the staff or the manager deemed it appropriate to carry out the appropriate customer service and defuse it. Instead they ganged up.

For the record I had planned to join the swimming classes so my kids and their cousins can have swimming together , of course I will not be doing that now. I dread to think how members are treated once locked in

I have sent my complaint to customer services and would be interested to see if they are a little more interested in their staff behaviour than the manager was.

Nice gym, friendyl staff but the cleaning is not acceptable. Week in week out the male changing room and showers are a total mess.