Eden Fitness

Stays open til 11pm. Communal sauna, steamroom, pool and hot tub. Sauna nice and big. Star lit steam room (though a bit too hot in there). Nice pool. Big hot tub. Good exercise classes. Aqua aerobics is good. Small gym. Clean. Bar and lounge area at reception. Nice staff. Can pay for visits for a year, instead of monthly. Need to get some loungers though.

Just phoned to enquire for day pass, they initially said they did not have any and passed me onto a supervisor. The supervisor then came up with a magnificent price of 30 pounds which sounded like a rip-off….. I felt like they were trying to take advantage of me by ripping me off since I told them I was visiting. They basically hung up on me when I said it was ridiculously expensive without justifying the reason for this price, spoke to Michelle, poor customer service on her part.

I have never experienced such horribly poor service. Almost three weeks have passed since the incident, but there has been no apology or reply to the letter. Therefore, I open the letter to the public. What would you do if you were in my position?

Dear Sir/Madam

On Saturday August 6th, I used the swimming pool and afterwards went to use the sauna and jacuzzi, but unfortunately the jacuzzi was not working properly, during this time I was waiting for the problem to be fixed. As I was now relaxing after finishing my exercise, I was wearing a face mask, someone then came to the jacuzzi to do what I would hope to be a routine water quality test. As I was about to ask him about the jacuzzi, he looked me up and down and proceeded to rush off to the pool phone. I expected him to have reported the partially working jacuzzi.

However, to my disbelief, the same member of staff charged towards me and accused me of ruining the jacuzzi water, due to my facemask I had on, vindicating that because of the facemask they now had to remove all the water from the jacuzzi as it was “unhygienic”. I was completely taken aback by his tone and mannerisms, for then another member of staff to come and join in with him yelling at me. All the while this was still happening in front of other people. When I signed the contract to join, I was aware that Eden’s “commitment” to me, a paying customer, would be that I would be respected at all times. This experience has demonstrated that this is definitely not the case.

The 2 members of staff then continued ordering me to leave and throw my facemask away and accusing me of going against Eden’s policies. I then asked to see these policies as I had previously not been made aware of them. The members of staff continuously belittled me and accused my facemask of containing “hazardous” chemicals. This is another point in which Eden has really failed to gain my trust. To employ employees that have not the faintest idea of products used for aesthetics in a place that sells their own products is absolutely absurd. I can assure you as I did them that all the products that I place on my face will not have any “hazardous” chemicals in them. To make it even clearer with the situation, the facemask did not come in contact with water, including the essence that was a part of it.

After completely ruining my mood and embarrassing me in the middle of a public space, I got out and went to change my clothes. I went to the reception desk where I found the 2 extremely bad-mannered staff members and again asked them to show me the policy in which it states I can not use a facemask. They couldn’t find it. Still there was also no apology or any sense of remorse.

My main problem here is that if it was really an issue of hygiene, Eden has a lot to be worried about. For instance, the gym is severely lacking in a good ventilation system, the smell of sweat is astounding. The pool has clumps of hair floating around in it. I’ve personally seen far too many people enter the pool without showering and worst of all, men going into the pool, jacuzzi and using the spa facilities in their underwear. This is an unbelievable number of reasonable problems your staff should have and that Eden does have policies against and yet why are they not policing this. Instead, they are screaming and punishing me for something that they can not prove to me exists in their policy, I do believe this was a form of racism I had to deal with, I assume they saw an East Asian lady and thought that I would be an easy victim.

Eden was a place I went to, to recharge and look after my mental health. However, I can definitely say that this experience has been traumatic and I will not be returning to Eden. Please cancel my membership immediately. I would like a full refund including the last day I was there (6th August).

Kind regards

Nice place, but too many people and small rooms. The best part is the steam room. But again its crowded after office hours.

Lovely gym and spa, warm and welcoming staff. Good value membership fees

HORRIBLE PLACE!!!!The most horrible experience ever. The staff are very horrible and unprofessional. So many issues with this gym and nothing was taken care of. A lot of the equipment is not working and they refuse to get it fixed.

Amazing gym - amazing personal trainers especially Juliana - really listens to your needs and is very attentive

I am very impressed with the warm welcome my partner and I have received from staff upon joining Eden Fitness. The swimming facilities are great and I have yet to try a class but it doesn't seem too difficult to get into classes, unlike other gyms nearby. The people I have met so far at the gym have been very welcoming and kind and it seems like the kind of place that people don't leave. Quite busy at the moment but then again, it is January.