Was my first visit since membership started. The water in the pool is clean, not too cold, it wasn't busy and two lifeguards - on a Sunday in August! Fantastic experience
Company replied
Location
Switch location5 Pancras Square, N1C 4AG London, GB
•While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
It depresses me how so much is broken in this place and never fixed. The lovely light display on the pool wall, the middle shower in in the ladies wet changing room, the silly 30p token rip off and t... See more
Company replied
When you get out of the pool in St pancras its freezing in the female changing room. there are not enough showers and they are not that hot either. I went to the gym first and put a token in the loc... See more
Company replied
As a new member I wanted to check the gym machines I am familiar with I was using correctly at this centre. Gabriel was flexible, fitting me in after a class, and went beyond my remit. He showed me... See more
Company replied
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
5 Pancras Square, N1C 4AG, London, United Kingdom
3.5
Average
46 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
One of the PTs offered me a free…
One of the PTs offered me a free session
The gym is quite big So you Have enough space to get your workout done
April 24, 2025
Reply from Better - Pancras Square Leisure
Hi Brendan,
Thanks for your review.
We are delighted to hear that you have received such excellent customer service at Pancras Square Leisure Centre and that you are enjoying the gym!
Warm Regards
Hazal
Great first week experience.
Friendly staff. Enjoyed my first yoga class with a great instructor. Gym equipment is clean, and well maintained. Pool is very clean and great light space.
Lockers in the entrance are a pain if you’re using gym and then either sauna or swim as you have to juggle clothing and changing but I assume it’s positioned there for security purposes.
Spin dryer in men’s changing for swimming costumes has been broken over a week. V inconvenient with wet stuff in my bag. Lack of shower gel in the showers is annoying as many other gyms I’ve used offer this. Overall I’m enjoying using my new better gym.
April 3, 2025
Reply from Better - Pancras Square Leisure
Hello Adrian,
We appreciate you taking the time to share your feedback!
It’s wonderful to know that you had a positive experience at the Pancras Square Leisure Centre during your first yoga class, enjoyed the gym equipment, and found the pool area to be clean and well-lit. Your comments regarding the lockers and the spin dryer in the men’s changing room are valued, and we will definitely investigate these matters to enhance your experience.
Regarding the shower gel, we apologise for any inconvenience this may have caused – we are always striving to improve, and we will keep this in mind for the future. It’s great to hear that you are enjoying your new gym, and we are eager to continue providing you with a positive experience!
Thank you once again for your feedback.
Kind regards,
Charmaine
I love the facilities
I love the facilities, the staff are friendly also. The gym itself is in clean condition and the machines are good and easy to use. However, the changing rooms and showers are not clean. I think they need to sort this out for it to be the best it can be and maybe encourage staff to be a bit chirpier. Other than that it's a great gym.
February 24, 2025
Reply from Better - Pancras Square Leisure
Hi Wilson,
Thank you so much for your feedback!
We're thrilled to hear that you love the facilities, the friendly staff, and the gym equipment. We sincerely apologise for the cleanliness issues you've experienced in the changing rooms and showers. Rest assured, we take cleanliness very seriously and will look into addressing this immediately to ensure a better experience. We also appreciate your suggestion about encouraging the staff to be a bit more upbeat—it's something we’ll work on to make sure every visit is as pleasant as possible.
Thanks again for your valuable input, and we look forward to welcoming you back soon!
Kind regards,
Charmaine
Great gym induction
As a new member I wanted to check the gym machines I am familiar with I was using correctly at this centre. Gabriel was flexible, fitting me in after a class, and went beyond my remit. He showed me a wider range of machines and how they would meet my quite tricky health needs, to maintain and improve health.
What would help re classes, are descriptions to say how much is mat work, how much is standing. And more classes to suit those with health conditions, not just simple sitting classes, I am at the next level, building strength, muscles, balance, stretching.
Overable good gym, nice building.
March 1, 2025
Reply from Better - Pancras Square Leisure
Hi Lucy
Thank you for your review!
We’re so glad to hear that Gabriel was able to assist you and go above and beyond to make sure you felt comfortable and confident using the gym machines. It’s great to know that he helped advise on the equipment for your health needs.
Thank you again for your feedback, and we have passed your review on to the management team at Pancras Square Leisure to view.
Kind Regards
Amir
Really cold female changing rooms
When you get out of the pool in St pancras its freezing in the female changing room. there are not enough showers and they are not that hot either.
I went to the gym first and put a token in the locker and then went for swim opened the locker to get my swimming stuff and the locker swallowed the token so then I had to buy another token to lock the locker- i'm not sure why when we are paying a fee we have to have lockers that eat up tokens.
February 16, 2025
Reply from Better - Pancras Square Leisure
Good Evening Sally,
Thank you for sharing your feedback.
We're sorry to hear about the challenges you faced during your visit to the Pancras Square Leisure Centre, and we truly appreciate you bringing them to our attention. We understand how uncomfortable it can be when the changing rooms are cold and when the showers don't meet expectations. Your comment about the lockers is also noted, and we apologise for the inconvenience this caused you.
We’ll be sure to pass on your concerns to our team to look into ways of improving the temperature in the changing rooms and ensuring the showers are more consistent. Regarding the lockers, we’ll also review the process to see if there’s a way to make this more convenient for our members.
We hope to provide a better experience next time you visit! If you have any other suggestions or need further assistance, please don’t hesitate to reach out.
Kind regards,
Charmaine
Best BETTER gym so far.
Best BETTER gym so far.
Chanielle was amazing and so helpful, will definitely return
February 19, 2025
Unprompted review
Reply from Better - Pancras Square Leisure
Hi Szarvas,
Thank you so much for taking the time to share your experience!
We're thrilled to hear that you had such a positive visit to our gym. It's fantastic to know that Chanielle made such an impact on your experience — she truly goes above and beyond to ensure every member feels welcomed and supported. We’re committed to providing the best environment for our members, and we're so glad it shows. We can't wait to welcome you back and continue helping you reach your fitness goals.
See you again soon!
Kind regard,
Charmaine
Staff are super friendly
Staff are super friendly. Especially Maisie, always helpful and smiling.
February 19, 2025
Unprompted review
Reply from Better - Pancras Square Leisure
Hi Nicole,
Thanks for your review.
We are delighted to hear that the staff at Pancras Square are so friendly and helpful!
Warm Regards
Hazal
I got it wrong
I wrote a review yesterday which was very negative. But having spoken to my mother again, I believe I misunderstood her.
My mother (who is nearly eighty) asked me a while ago to find a women’s only sauna. I thought I had booked a women’s only sauna, but I decided to contact customer service, and customer service confirmed I had booked a spot for women’s only sauna. When we arrived yesterday I was told it wasn’t a women’s only session. I now realise that exasperated me far more than my mother. She insisted this morning that it didn’t bother her that it was a mixed sauna, and that she got what she wanted out of the experience.
I thought that hadn’t been the case, because yesterday she wasn’t allowed to use a sponge, or something like that. That irritated me further and I downgraded my two-star review to a one-star review. But today she explained that didn’t bother her either, because it didn’t matter that she used the sponge in the shower instead.
Anyway, I now realise I overreacted. What matters is that it was a positive experience for my mother, even though I assumed it hadn’t been positive. So I’m raising my review to four stars and suggest you make your bookings system more seamless and less confusing.
Thank you.
February 12, 2025
Unprompted review
Reply from Better - Pancras Square Leisure
Good Afternoon Andre,
Thank you for sharing your feedback, and I’m truly sorry to hear that your experience didn’t meet your expectations.
We always aim to provide a positive and seamless experience, especially when it comes to caring for loved ones. We’d love the opportunity to make things right. If you're open to it, please reach out to us directly so we can better understand what happened and see how we can improve moving forward.
Kind regards,
Charmaine
Hi Andre,
Thank you for your updated review. We are very happy to hear that your mother enjoyed her sauna sessions at the Pancras Leisure Centre.
We look forward to welcoming your mother back in the future.
Kind regards,
Charmaine
No heat in Sauna
The saunas are not working at the moment and all the women say it is a regular occurrence at Pancras gyms so not sure weekends are for me there.
January 5, 2025
Reply from Better - Pancras Square Leisure
Good Afternoon Africa,
Thank you for taking the time to share your thoughts with us.
We are truly sorry to learn that the Healthsuite at the Pancras Leisure Centre is currently out of order. This facility is a vital part of our community, offering a range of services that contribute to the health and wellness of our members. We can understand how disappointing and inconvenient this situation must be for you and others who rely on these amenities.
Please rest assured that our maintenance team is diligently addressing the issue, and we are dedicated to resolving it as swiftly and efficiently as possible. We recognise how important these facilities are to your fitness routine and overall experience at the centre.
We greatly appreciate your understanding and patience during this time. Should you have any further concerns or require assistance, please feel free to reach out to us.
Warm regards,
Charmaine
Great gym
Great gym, pool too, equipment super new and professional, overall very nice staff and the extra access to PT is just an insanely good value for money.
December 11, 2024
Reply from Better - Pancras Square Leisure
Good Afternoon Andy,
Thank you so much for taking the time to share your thoughts with us.
We are thrilled to learn that you are finding significant value in your membership at the Pancras Square Leisure Centre. It’s wonderful to hear that you appreciate the wide range of facilities we offer, from our state-of-the-art gym equipment to the relaxing swimming pool and engaging fitness classes.
Additionally, we are pleased to know that our staff has consistently provided you with friendly and professional service during each of your visits. We pride ourselves on maintaining a welcoming environment and ensuring that every member feels valued and supported in their fitness journey.
If you have any further feedback or suggestions on how we can enhance your experience, please don't hesitate to reach out. We look forward to continuing to meet your fitness needs!
Best regards,
Charmaine
Better, indeed.
December 9, 2024
Unprompted review
Reply from Better - Pancras Square Leisure
Good Morning Friedrich,
Thank you for taking the time to share your thoughts in your review.
We are thrilled to hear that you are enjoying your experience with your membership at the Pancras Square Leisure Centre. It’s wonderful to know that our facilities and services are meeting your expectations. If you have any specific highlights or suggestions for improvements, we would love to hear them to ensure we continue providing the best possible experience for you and all our members.
We appreciate your support and look forward to seeing you at the centre!
Kind regards,
Charmaine
All good to be honest .fitness…
All good to be honest .fitness instructor name hunter great helping me to lose my weight ..
November 13, 2024
Reply from Better - Pancras Square Leisure
Good Morning Priscela,
I hope this message finds you well.
Thank you for taking the time to share your feedback with us. We are thrilled to hear that you are enjoying your membership at the Pancras Square Leisure Centre. It's always wonderful to hear positive experiences from our members!
We are particularly excited to know that Hunter is playing a significant role in supporting you with your fitness programme. Personalised guidance can make a huge difference in achieving health and fitness goals, and it's great to hear that you’re finding it beneficial in your journey towards improved well-being.
If you have any more thoughts to share or if there’s anything we can do to enhance your experience further, please don’t hesitate to reach out. We are here to support you every step of the way!
Best regards,
Charmaine
Amazing staff support from customer services and at the St Pancras Better centre.
Staff at the Pancras square centre always go above and beyond to support my daughter and carer when they go swimming. They always come home singing their praises.
The customer service also have the same approach to supporting queries
and resolve them in the kindest and professional manner.
September 26, 2024
Unprompted review
Reply from Better - Pancras Square Leisure
Dear Avril,
I hope this message finds you well.
I want to express our sincere gratitude for taking the time to share your feedback with us. It brings us immense joy to learn that the dedicated staff at the Pancras Square Leisure Centre have consistently demonstrated exemplary support for your daughter and her carer during their swimming sessions. Knowing that they have gone above and beyond to ensure a positive and inclusive experience for your family fills us with pride.
Your kind words serve as a source of motivation for our team to continue delivering exceptional service to all our patrons. We are truly grateful for your appreciation and look forward to welcoming you and your family back for many more enjoyable visits to the leisure centre.
Thank you once again for choosing Pancras Square Leisure Centre, and please do not hesitate to reach out if there is anything else we can do to enhance your experience.
Warm regards,
Charmaine
Swimming pool
Overall, the gym floor is fine, and the changing rooms are quite clean. However, the pool area leaves much to be desired. The sauna and steam room are closed, and only one hairdryer is functioning. The showers are not clean, and the water is on a timer, making it impossible to wash my hair properly. With more attention to the swimming area, this could be a great place to relax.
August 27, 2024
Reply from Better - Pancras Square Leisure
Hi Paula,
Thanks for your review.
We are pleased that overall, you are pleased with the facilities at Pancras Square and have passed your feedback to the centre.
Warm Regards
Hazal
The staff are very friendly it's clean
The staff are very friendly it's clean, the classes are great!
August 21, 2024
Unprompted review
Reply from Better - Pancras Square Leisure
Hi Jacquie
Thank you for your review.
It's great to hear that you're enjoying your time at our Pancras Square Leisure, enjoying the Fitness Classes we have on offer. We are also very pleased to see you have had the opportunity to meet and chat with the centre staff
We aim to continue delivering a delightful experience for you.
Kind Regards
Amir
Helpful reception staff, large gym and immaculate changing room.
Very helpful reception staff who completed new membership for my partner on his phone.
The gym is great: large and airy with very modern machines. Womens changing room is spacious and immaculate.
August 7, 2024
Reply from Better - Pancras Square Leisure
Hi Kate,
Thank you for your review.
We are delighted to read your review and to hear that you are so happy with Pancras Square.
We hope you and your partner enjoy your memberships!
Warm Regards
Hazal
Reply from Better - Pancras Square Leisure
Hi Alvin
Thank you for your review.
We are very pleased to see you like the gym at our Pancras Square Leisure Centre and It's wonderful to know that you've had the opportunity to meet and converse with the friendly staff and members at our Pancras Square Leisure Centre.
Thank you for choosing Better.
Kind Regards
Amir
Pancras Square Gym is well run
Pancras Square Gym is well run, clean and good value for money. I wish they still offered towels as a service as this would be very beneficial for the swimming pool.
August 5, 2024
Reply from Better - Pancras Square Leisure
Hi Gregory,
Thank you for your review.
We are so delighted you are enjoying Pancras Square!
Warm Regards
Hazal
Customer service staff need to understand the power of an apology. Not a pleasant experience.
The gym itself is great; lots of good equipment clean and well run and the onsite staff are friendly. Dealing with the remote customer service team is not such a pleasant or efficient experience.
Despite uploading all the required documentation satisfactorily onto the complex online application and paying 12 months in advance my membership was arbitrarily cancelled three months later without any warning or apology because my documents had been mislaid.
Despite my complaint no apology has been offered and customer service staff seem more inclined to blame the customer rather than accept any responsibility. See below…
July 8, 2024
Unprompted review
Reply from Better - Pancras Square Leisure
Hi Simon,
Thank you for your review.
I have checked your account and can see that you failed to upload your eligibility document to your new membership - which is why it was suspended.
I can also see you sent an email today and we usually have a wait time of between 3-5 working days - however, I have picked this up and sorted your membership.
Please check your emails for full information.
Warm Regards
Hazal
Updated Response;
Hi Simon,
I have messaged you privately, however Your membership was suspended as you did not upload your document - this was not a mistake by the system or customer services.
Usually, if your membership is suspended due to your failure to upload your document, you are required to sign up again and pay any fees - as a goodwill gesture, I added a new membership free of charge and uploaded and approved your document.
We are sorry to hear you are still unhappy and appreciate your feedback.
Warm Regards
Hazal
Good class selection but facilities need improving
This is probably the best of Better gyms locally but some things desperately need improving. Firstly, there have been some days where the ladies' swimming changing rooms had loads of flies and reeked really badly of sewage-like smell. Other days it's been better but overall they need a proper and more regular clean.
Lockers - as others have said, it's not fair that members are forced to pay 30p each time to use/open a locker. Why should members of this gym be forced to do so when the same system does not exist in any other Better gyms in the local/surrounding boroughs? All the other gyms require a £1 or 20p coin, which you can retrieve at the end of your session.
The pool is lovely and not horribly overcrowded if you get there at the right time.
There's a good mixture of classes and decent availability, so you don't have to frantically book a week on advance like with some other Better gyms. Class leaders are mostly friendly and very motivating.
Poor member etiquette - one thing I've noted in the St Pancras gym classes is lack of friendliness from other members if you're not a regular member/familiar face. In one such instance, a class teacher was running late to a weight training class, and a few attendees decided they wanted to do some running around the room. Myself and several others had our weights and mats already laid out, then another class member came up to me and abruptly ordered me to put my equipment away. I was somewhat taken aback by this, especially as I was mid-responding to a work email on my phone, and she was so brazen as to interrupt and order around a perfect stranger. Also, this was a weight training class, not a member-instated running track. I politely told her I was responding to an email and she once again ordered me to put my equipment away. Not being one to take orders from rude strangers, I didn't acknowledge her, to which she stormed off and started loudly proclaiming to other class members how rude "I" was! This was extremely embarrassing and completely unnecessary and didn't make me want to stick around the class, or indeed return. Perhaps this lady of a certain vintage was having an off month and wanted to take it out on a perfect stranger. Good luck to the next poor person who finds themselves on the receiving end...
March 1, 2024
Unprompted review
Reply from Better - Pancras Square Leisure
Good Morning
We appreciate you taking the time to write a review
We apologise for any inconvenience you faced during your visit and we have forwarded your feedback to the Centre for improvement.
It is great to see that you have enjoyed some of our fitness classes and got to know our Fitness instructors.
Kind Regards
Amir
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.