Better - Wimbledon Leisure Centre and Spa Reviews 

Great facilities and nice staff.

Sometimes the water dispenser doesn’t work in the main area, definitely need water in the sauna! :)

Better Wimbledon is one of the cleanest better centers I have been to in London.

We visited on 11/10/2024 It’s my LO’s first time with swimming. (She’s 4 mos old) We are excited and anxious as parents so my husband decided to come with us since it’s our first time. The staffs are not very accommodating. The receptionist was quite busy assisting other members so we decided to find the pool on our own as we dont want to be late in class. We cannot find the entrance so when we saw a staff enter the door, with unfriendly tone (and unfriendly facial expression) she told us that we cannot enter that door. She told us where to go but it clearly shows how we caused her some inconvenience by not knowing where we should go. The directions are not straight forward. In the end, we asked help from the receptionist she told us where to go but it would have been better if she showed us the way as the door is only labelled toilet and shower/changing room and no direction how to access the pool so
We spent 10 mins trying to figure it out which made us late for the session. When we finally found the pool, still no sign whatsoever where we can find our class. We were clearly clueless and there were bunch of staffs/instructors there who were very unhelpful. They were just looking at us and there were like 3-4 of them who were not engaged with a class but didnt even offered help. Finally, a kind lifeguard asked us where we want to go and point us the direction. Also, they wont allow non swimmers to go near the pool so we didnt have the opportunity to capture the moment and take pictures which is very important to us as this is our LO’s first time swimming, one of important milestone 😔

Our instructor is kind however because of the format of lesson wherein the instructor is not with us in the water, I struggled a bit to follow her direction, keeping in mind that its our first time with the class. Im also a first time mum and has never tried swimming with a baby so I really felt nervous. Especially when my baby got water inside her nose i was really scared inside but doesnt want to show cause i dont want to scare my baby. I just remain calm and followed our instructor’s direction. She turned out okay though. Another thing is that I was expecting that the instructor would be like other baby class i’ve been wherein they are lively and animated but thats not what i observed. Anyway, she was nice and patient with us. I just really feel awkward since we already had a bad experience at the very beginning.

I wouldnt recommend it to first timers. Im also not planning to renew my subscription if things wont get better the second time.

In summary: Disappointed with the lack of communication, direction, and assistance provided, particularly to new joiners. The coach-to-student ratio seems high (which might explain the lack of communication). The swimming facilities are decent, but the number of students/parents creates a busy environment.

Experience: After struggling to find helpful information on the website, I called the general helpline to inquire about ability groups, etc. On friendly advice, I enrolled my 4-year old, who has had swim lessons previously, in the Foundation course.

On the day of the first lesson, the receptionist directed us to the pool where several lessons of different ages/abilities were happening simultaneously. Once there, it was not clear where we should go so I eventually got the attention of one of the coaches. The coach initially said my child should jump in the pool with their class, but after I explained that it was my child's first time at these swimming lessons, the coach then said we needed to go see 'CH' (of course, we had no idea who this was) for an assessment.

We found CH who then took my child, with several other newbies, to a different pool in a different room with no observation area for parents. I wasn't particularly comfortable with this given I've always been poolside for previous lessons, but I can understand if the facilities don't allow for it. However, it would've gone a long way to easing my apprehension if CH had explained the process.

After the assessment, I had to track down CH to find out what happens from here. CH informed me that there'll have to be another assessment next week. A little frustrated that another assessment will take the place of a proper lesson, but I guess the coaches know what they're doing.

We'll be back again next week as we've essentially already paid for 8 lessons upfront, but not sure if we'll go back beyond that. Might have to consider a more expensive option.

Our session was cancelled, we were not informed, so i attended with a two year old ready to swim, I am still waiting for an email to rearrange this session

Friendly and helpful staff. Good facilities.

I would not recommend this place to my worst enemy, I've never felt welcome with my two daughters and the changing room smelled very bad, let alone the pool... My daughter after going in this swimming caught such a bad cough that lasted two months. I would not recommend.

The initial communication wasn’t straightforward as as the link to connect to the Link to access the Aqua Aerobics class would not give that option
Other than that other communications have been polite and helpful.
Thank you for keeping in touch
Marie Davinson

From the moment I contacted Better UK Wimbledon via the website, Hazal was responsive and accommodating to my enquiry about the Spa treatments and options available. Hazal gave great customer service and I’m looking forward to receiving my treatments in the next few days. Highly recommend for the personal customer service received thus far.

After unpleasant experiences at the Better centre in Wimbledon, we have decided not to use their facilities. The main problem is a ill-mannered and unfriendly English receptionist lady with a bad attitude.

I wrote a very poor review about Better SW19 in July.

I continued to go as I believe in giving people a chance, especially as they responded on TP with genuine interest. That was greatly appreciated.
Other health centres might have ignored clients comments.
They seem to have a Customer Care team in Ireland, where I have spoken to really lovely and helpful chaps on a couple of occasions and a nice lady in their English office, also interested in advising me.
I think perhaps they must have undergone a new complete customer friendly programme.
The club receptionists, amicable and helpful.
Such a pleasure to visit there now. Keep it up please.

Great swimming experience! Convenient for us, fair price and there are many slots that can be combined with siblings.

Dennis was very helpful with signing up. Sandy is wonderful as a personal trainer. Lyn's dance class is great. The facilities are well maintained and extensive. Highly recommended

Thank you for resolving my problem,a special thanks to Luke

I have attended Better Leisure Centres for years in different locations and I have never left a negative review or experienced such poor customer service like at the Wimbledon leisure centre.

The overall gym and pool are OK.

Cleaning and hygiene standards could be better. I don't understand why wearing swimming caps is not mandatory in the pool. It's very unpleasant to have other people's hair wrapped around your arms and/or feet while swimming.

Customer service is extremely poor. With the exception of very few staff members, the majority are rude and uninterested in listening to customers, and they do not seem to care about their jobs.

Often it feels like there is no difference between swimming for ALL and swimming for FITNESS because staff overlooking the pool allow members of the public to do almost everything during swimming for fitness sessions. (e.i standing in the middle of the pool doing aqua fit exercises with weights, allowing young guys unable to swim to play and splash water and so on...)

Maintenance of the facilities is slow; a simple hair dryer took months to replace, and the current out-of-order shower will probably take even longer.

Scanners at the entry gates were out of order for a few days and staff members at reception let membership holders in through a different door saying that everyone will be marked as attended.....my sessions are now showing as unattended, fortunately these sessions did not involve any penalty.

In comparison to the poor customer service experienced in the gym and the swimming pool, the SPA centre offers a far better customer service with a professional, friendly, polite and approachable team. Five stars to the SPA team.

I'm seriously considering switching centre

Great stuff, friendly and helpful

Hazel dealt with my enquiry very efficiently