The Monday night and Friday night Zumba classes with Yvonne and Emily are brilliant. Really fun and I can honestly say after attending from March that despite never having done these you can pick up t... See more
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Location
Switch locationHertford Road 505, EN3 5XH Enfield, England, GB
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Wo wo Donna , an absolute pro at what she does! I have a bad knee since had my meniscus torn few months I was under confident to join gym and once used to be gym live, any ways Donna has help d me so... See more
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I would give 4 stars, unfortunately, but the thing is quite disgusting, namely people entering the pool at the entrance where there are showers, making mud and bringing all the dirty, viruses, diesel,... See more
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The staff are great and the ladies changing area is clean but find the changing village which everyone walks through cold. The aqua aerobics with Sam is great but trying to book onto the popular class... See more
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Company details
Written by the company
Welcome to Better! We’re a charitable social enterprise, committed to the health and wellbeing of everyone in our community. From gyms, leisure centres and swimming pools to lessons and courses for both adults and juniors - plus libraries and children's centres - we've got it all. So whether you’d like to try something new, keep the kids entertained or have a dip in the pool, discover our inclusive range of activities, suitable for all ages and abilities at your local Better centre today.
Contact info
Hertford Road 505, EN3 5XH, Enfield, England, United Kingdom
3.6
Average
63 reviews
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Reply from Better - Albany Leisure Centre
Hi Beaulee,
Thanks for your review.
We are sorry to hear that you are unhappy with the facilities at Albany Leisure Centre and we have passed your comments to the centre.
Warm Regards
Hazal
A big shout out to Rojen and sonay at…
A big shout out to Rojen and sonay at albany leisure center. These kind and patient ladies helped me find my phone. They listened to my concerns and made sure I was feeling better before going home. Thank you so much
November 19, 2024
Unprompted review
Reply from Better - Albany Leisure Centre
Hi Neka
Thank you for your review and the shoutout.
It’s wonderful to see that Rojen and Sonay have been able to assist you in finding your phone and have ensured that you feel calm before leaving the centre.
We hope you continue to enjoy your time at the Albany Leisure Centre.
Kind Regards
Amir
I would give 4 stars
I would give 4 stars, unfortunately, but the thing is quite disgusting, namely people entering the pool at the entrance where there are showers, making mud and bringing all the dirty, viruses, diesel, petrol, dog sh..t, etc. to the place where you take shower before entering the pool. Sad
October 12, 2024
Unprompted review
Reply from Better - Albany Leisure Centre
Good Afternoon,
Thank you for your review.
I am reaching out to you to personally address the concerns you raised regarding your recent experience at the Albany Leisure Centre. Your feedback is incredibly important to us, and I want to assure you that we take your comments very seriously.
I want to extend my deepest apologies for the issues you encountered during your visit to our facility. It is truly disheartening to learn that the high standards of maintenance and customer service that we strive for were not met during your time at the centre. Please know that your experience does not reflect the level of service we aim to provide, and I am genuinely sorry that we fell short in this instance.
Thank you for bringing these matters to our attention, and please know that your feedback will be instrumental in helping us to better serve our valued customers.
Sincerely,
Charmaine
An Great Example of How Customer Services Should Be
I had to change the bank details for my direct debit and I was really impressed with the service I received from Athini in customer services.
I had already reported it on the app. but was a bit anxious about whether it was going to be looked at in time before the payment was due to come out so I contacted customer services.
Athini was helpful and very supportive, despite the issues he encountered in finding my membership. He found a way around it without any fuss or bother and without making me feel that I would have to be calling back with more information. Most importantly he didn't pass the buck to someone else. He dealth with my query very efficiently, professionally and in a friendly manner. He was a Great example of how customer services should be. I was so impressed that I had to write this review.
Good work should always be recognised and rewarded. Thank yo so much Athini.
August 14, 2024
Unprompted review
Reply from Better - Albany Leisure Centre
Dear Yvonne,
I hope this message finds you well.
I wanted to express my gratitude for taking the time to share your feedback with us.
We are thrilled to learn that Athini went above and beyond in providing you with outstanding customer service as she helped facilitate the change of your bank details. It's great to hear about the positive impact she had on your experience.
Thank you once again for your kind words. We truly value your feedback and look forward to serving you in the future.
Best regards,
Charmaine
Disappointing facilities
There is not enough equipment in the gym. The weightlifting area is extremely small and there is barely any space. The gym lacks equipment such as benches and hip thrust machine.
June 28, 2024
Reply from Better - Albany Leisure Centre
Good evening Alana,
Thank you for taking the time to share your feedback with us.
We apologize for any inconvenience caused by the limited space and lack of necessary equipment in the gym at the Albany Leisure Centre. Your comments are valuable, and we will make sure to bring them to the attention of the center manager for further review. We will explore the possibility of accommodating the specific equipment you need to enhance your workout experience. Thank you for bringing this to our attention.
Warm regards,
Charmaine
Charged for classes I attended
The current situation is self-explanatory: 30% of reviews are at one star. The team at Better needs to significantly improve its customer service at local centers. The experience has been extremely disappointing. As a former member of Fusion for over 25 years, I am now seriously considering canceling my membership with Better, despite my enjoyment of the classes offered.
The receptionists are consistently rude and unhelpful. Today, instead of assisting me, the manager laughed in my face. I would prefer to pay double the current fees, though I should not have to, given the poor treatment of customers who contribute to their salaries. This level of disrespect is unacceptable.
Were it not for the excellent instructors, I would cancel my membership immediately and join David Lloyd. The four-hour cancellation policy is unreasonable, especially compared to my previous gym, which allowed cancellations up to one hour before a class.
Furthermore, the staff's condescending and dismissive behavior towards customers is degrading. This issue needs urgent attention and rectification.
May 31, 2024
Unprompted review
Reply from Better - Albany Leisure Centre
Good Afternoon Me Me,
I hope this message finds you well. I wanted to take a moment to express my gratitude for your review of our centre. Your feedback is extremely valuable to us, as it helps us to continually improve our services.
However, I was disheartened to learn that during your recent visit, one of our staff members did not provide you with the level of friendliness that we strive to uphold. Please accept my sincere apologies for any inconvenience or discomfort this may have caused you.
At our centre, we pride ourselves on providing exceptional customer service, and it is clear that we fell short of our standards in this instance. We have taken steps to address this matter with the staff member involved to ensure that this kind of behavior does not occur again.
Once again, I apologise for any inconvenience caused, and thank you for bringing this matter to our attention. If you have any further concerns or feedback, please do not hesitate to reach out to us.
Best regards,
Charmaine
Reply from Better - Albany Leisure Centre
Hi Ismail,
Thank you for your review.
We are sorry to hear you have found Albany Leisure Centre to be not very clean and we have passed your feedback to the centre manager.
Warm Regards
Hazal
Gym facilities
I think the gym has great facilities in terms of equipment and it’s not always packed and well sorted the only thing i can say is it’s very hard to book certain classes such as pilates
May 8, 2024
Reply from Better - Albany Leisure Centre
Hi Tasha,
Thank you for your review.
We are so happy to hear that you are enjoying Albany Leisure Centre.
Bookings for classes are released 7 days in advance at 10pm for members and we would advise to put yourself on the waiting list if it is showing as fully booked, as many customers tend to cancel throughout the week and then these slots are released - with anyone on the waiting list emailed to let them know there is a space.
Warm Regards
Hazal
Breach of service agreement
Junior flex membership promised to allow members access to certain facilities at participating leisure centres.
Sadly, so far, I've tried booking for my children to attend swimming at different better centres, however, I am prompted to make payment-contrary to their service agreement with me. It's a shame!
March 25, 2024
Reply from Better - Albany Leisure Centre
Hi Richard,
Thank you for your review.
I am very sorry that the Junior Flex membership tried to charge you for a free activity. You are required to use a voucher system to get your 1 free activity per month. Once you take the activity to your basket you will be prompted to pay but you should also see the option to "Use Voucher" which will then remove the charge. The membership allows access to any Better operated facility but you only get 1 free activity per month. If you do not use your free activity you lose this as it does not roll over to the following month.
If you do not see an option to "Use Voucher" for your 1 free activity per month, please get in contact with us and we will look into this further for you.
Hope this helps.
Kind regards,
Charmaine
there was a lot of extra payments to…
there was a lot of extra payments to make like start up fee and admin fee.
I think this is a big deterrent. also i had an issue and called to speak to someone but she didnt understand and was not helpful in any way so had no choice but to join there and then
March 13, 2024
Reply from Better - Albany Leisure Centre
Good Afternoon F Uddin,
Thank you for your review.
Upon purchasing swimming lessons you are required to pay an advance fee which is used as your child's final month of membership when you request to cancel the membership in the future. The breakdown of these fees are explained online upon joining if you click on the little information icon on the page. I apologise if the member of staff did not understand your enquiry when you called to speak to someone however, if these is anything I can assist you with please do not hesitate to reach out via email. Our email details are customerservices@gll.org and if you put this for my attention, I will pick this up.
Hope this helps.
Kind regards,
Charmaine
Improvements Needed
I recently visited Albany Leisure Centre, which has been taken over by Better. These are my observations:
Firstly, the hygiene standards leave much to be desired. The toilets, changing rooms, and gym facility areas are dirty, which is puzzling and disappointing. For the price paid, one would expect Better to get the basics right and maintain these areas in a pristine condition at all times. The neglect in this aspect severely impacts the overall user experience and raises concerns about health and safety.
Moving on to the gym equipment, while it has almost everything needed for a workout, the equipment is noticeably old and the layout seems to lag in embracing contemporary fitness trends, particularly in functional training.
The centre has the potential to be a top-notch facility under Better's management, comparable to some of their inner London centres, but significant improvements are needed. Laser focus on hygiene standards and an update in gym equipment and ethos are critical to justify the membership cost.
March 11, 2024
Unprompted review
Reply from Better - Albany Leisure Centre
Good Afternoon Joseph,
Thank you for your review.
We are very sorry to hear of the above issues at the Albany Leisure Centre. We have recently started to operate the above centre and we appreciate your feedback in regards to the cleanliness and gym equipment. I will ensure pass on your feedback for the attention of the management team who oversee the Albany Leisure Centre so the points ou have raised can be looked into.
Please accept our sincer apologies for the inconvenience caused during your visit to the centre. We hope this has not hindered your experience from attending the centre in the future.
Kind regards,
Charmaine
Very helpful staff
Very helpful staff. Very supportive and polite. Flexible time slots offered, highly recommend
February 7, 2024
Unprompted review
Reply from Better - Albany Leisure Centre
Good Afternoon,
Thank you for taking the time to leave a review.
We are delighted that our staff has been able to assist you with any queries you may have had.
We hope you enjoy your time with Better!
Kind regards
Amir
Friendly and helpful
From the word go, I had nothing but excellent experience. From the staff at reception all the way to the instructor,Always there for any doubts and willing to help. The site is clean and the pool is clean. Highly recommend
January 18, 2024
Reply from Better - Albany Leisure Centre
Hi Nelson,
Thank you for your fantastic review!
We are so delighted to hear that you are enjoying Albany Leisure Centre.
We pride ourselves on providing excellent customer service and are happy that this has been reflected in the service you have received.
We have also passed on your comments to the centre!
Warm Regards
Hazal
No one wants to workout in a place…
No one wants to workout in a place where people shout like animals and leave weights in freefall so that the "bang" is as loud as a shotgun going off! I know that Better just recently aquired the operation license for Albany Leisure Centre but I haven't seen a single individual come and warn these people about proper workout ethic in a week now, so I'm done and have also cancelled me and my wife's membership. Wouldn't recommend it to anyone eho asks.
December 5, 2023
Unprompted review
Reply from Better - Albany Leisure Centre
Hi Seay,
Thank you for your review.
We are disappointed to hear that the actions of other members have led you to cancel your membership.
If a member does notice unacceptable behaviour in any of our centres we would encourage them to report this to a manager or concierge on duty so that they can witness and address the behaviour at the time.
All of our centres are always fully staffed but you may not always see a member of the team in the gym. If this is the case the concierge team at reception will be able to radio a member of staff to attend.
Warm Regards
Haza
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