Everyone Active - Hart Leisure Centre Reviews 42

The swimming area changing rooms are vile, even on the early session swims the place is disgusting, the loos i have no words, the smell of unrine in the changing rooms too is a common thing, the lockers are extremely poor with so many broken bands,

the morning swims can be very over crowded sometimes maybe people are going in straight from the gym without booking, we have had a swim session cancelled with no notification we only got informed once we were already pool side, the staff are nice but the whole place needs a huge deep clean, memberships now cancelled ohh and the ladies changing rooms upstairs smells so bad of fish constantly

Trying to cancel the kids swimming is a nightmare as they do gymnastics too so it’s not as simple as just cancelling the direct debit as they say. I started the process on the 16th Feb as they said I needed to do it by the 20th. 10 days later I have heard from the direct debit team saying I will have to pay another month as they couldn’t cancel it in time.
That’s after 2 in person visits to try and cancel it, a phone call where I was told I would get a call back from the manager but that call never came and a silly messaging system where it can take ages for them to reply to you. No way of actually speaking to someone higher up to deal with it.
Just after your money and don’t really care about the people!

I begrudge writing this as many staff here are working hard and doing their best, but it has to be noted that in the last 3 years, nothing about the lack of cleanliness and upkeep has improved.

Female toilets upstairs have smelt foul throughout that time (smelly drains), surfaces are filthy, toilet basins are stained brown, drains are filthy, female toilet and changing room floors are brown from dirt - this is widepread and you can't walk about barefoot without ending up with dirty feet.

The gym surfaces are regularly dirty, there's regularly dirt on floor, thick accumulation of dust and dirt overhead (lights, wires, posts, windowsills, air vents), children's playframe is covered in a thick layer of dust/dirt when viewed from above in the gym, cobwebs and dirt in ceiling corners, windows filthy including sunshades. Everywhere you look, it's significantly substandard.

Swimming pool is full of debris/hair. Celings and changing cubicle surfaces marked and dirty.

I have never seen these areas in an acceptably 'clean' state or anyone actively cleaning in the time I have been visiting at various times of the day.

None of this has changed in the time I've been atending the centre (3.5 years).

I have spoken to staff in reception on multiple ocassions and the same reason has been reported each time - issues with the maintenance/cleaning contractors.

How is this acceptable?

Today, someone at reception said that the 'lifeguards don't want to work' (open to interpretation) and that they aim to jet wash the swim area floors daily.

I often see staff including lifeguards walking in with their dirty trainers on - despite clear signage telling members to remove outdoor shoes on entering the swim changing zone. It's bewildering; where is the pride and where are their basic standards?

Really galling when you consider the membership fees people are paying. Considering moving membership.

There is a 'pledge' towards standards, in writing and on display, but unfortunately it is not reflected in reality.

First thing to say is that their App is so much easier to use and better designed than their website! The place itself has helpful and friendly staff. The pool and changing area are both fine and felt safe and were well maintained. Showers are set at a good temperature and lockers are secure.

The gym is great, brilliant staff, lots of kit. Friendly faces.

Only let down is the mass of teens between 1530-1730 who mess about, hog the machines and sit there in their phones.

a clean gym with lots of opportunities to work out

Overall the leisure centre is great. The facilities are well maintained and generally clean. The gym is well equipped and the swimming area is big enough to accommodate many members at the same time. There are also many great group classes to choose from and the instructors are fantastic!

Swimming: excellent facilities & cleanliness

Swimming pool complex is good but very poor entrance/dressing up area (where the hair dryers are) with just 2-3 chairs for about 20+ people at every single time. No hangers so you just have to put jackets/clothes on the floor when dressing up after leaving the pool (especially relevant during colder months).

I started swimming lessons for my son, paying £60 per month for lessons every Saturday, which was fine until December. In December, they cancelled two lessons, so we only had two, yet they still charged the full amount! They claim that we pay for 50 lessons per year, divided across monthly payments.

However, I’m paying monthly and can cancel at any time, so in December, you’re effectively paying £30 per lesson. It’s outrageous. Be warned—if you’re considering joining, it’s better to start in January and cancel in November to avoid this issue.

This company hides behind their T&Cs and refuses to take any responsibility. Disgusting service.

Customer service is good and it is one of the best - if not the best - local gym facility

I cancelled my daughter's gym membership within the 14-day money-back guarantee and have been chasing the refund for two weeks with no response! Trying to contact customer service through their web form has been a nightmare, and they don’t even provide an email address. I have now escalated the matter to Trading Standards.

Numbers are managed well so the pool lanes don't feel overcrowded.

I am really disappointing about your hygiene, it is disgusting in the shower /changing rooms, it is smells very bad, and is not jus today, it is the same in the last 7-8 weeks. It is always dirty, it is not acceptable, I am wandering if the manager see it, last time when I saw him around the pool was 1 year ago, I am there every week with my kids, over 2 years now, but never been like that. I would like to come more often for swimming, but just the idea of this mess put me off.
I hope this feedback will make a difference and we can see some good things happening.
Thanks

Update: yes, my feedback and complaints did make a bit of difference, now the place is a little bit clearer and is no any strong smell. Thanks for taking action.

Excellent friendly staff, excellent facilities. Always a hello and friendly greeting from the gym staff.
The only thing that lets it down is the amount of teenagers after school messing around, loitering and hogging machines, being rude and generally getting in the way of those serious about working out. Due to work commitments I can usually only attend 1530-1700, and this is when the teens from CP school all arrive. There is a small percentage who actually use the kit as intended….. but there is a larger percentage of mainly males who are play fighting, sitting on kit whilst on their phones, standing in the way of moving parts of equipment etc. All practices that hinder those who want to get on with their workout.

This has nothing to do with beyond the reception desk but the children's activity area in the cafe area is very good. There is a large vertical play cage with three levels for older ones and a good soft zone for little ones, all contained within heavy doors and visible from the cafe seating area. The charges for use are very reasonable.The cafe itself is pleasant and light serving a range of drinks and light meals and snacks with cheerful good staff. The area can be booked for exclusive use child's birthday parties. Toilets are just nearby.

Joined up to the gym after being told it was joining fee of £1 and I’d receive two months free platinum membership. With joining I paid £1 and a fee of £56 to cover the ending month. This was 30th April. Come June the 1st £113.82 was taken out of my account? Not only is that double but I received no free months. Sales team admitted it was their fault for not putting into the system the free months also have this in writing. No answer emails and no returned calls, have been told I won’t receive a refund. Absolutely appalling. Even after the admit of them being at fault? Awful.

Onboarding was a shambles. I shudder to think how difficult it will be to leave...
The WiFi is unusable and the centre is in a data dead zone. You get stuck trying to get into the gym & locker room as you need mobile data to access your membership pass!
Gym equipment good quality and staff friendly enough.

The staff are great the new gym is also fantastic however considering the centre is only a few years old it's already looking tired and dirty. Nothing gets fixed just a sign stuck on saying it's broken. Half the toilets and their facilities don't work in the building. The showers and changing areas don't get properly cleaned. It's just a shame that unless they start investing in the running of the site it's going to be wasted.

Awful customer service. The fitness manager was extremely rude. They have no customer care.