I had been with this gym for 2 years and because of injuries i had to put my membership on hold for few months , after I recovered i got busy with my daily life and I didn’t have time for the gym until one day i checked my bank accounts and realised that every fortnightly virgin active had been taking money from my account without giving me any notifications !!!!!! When I complained they said the hold on account would automatically be lifted after few months and it gets back to normal payments!!!!! Not only they refused to refund my money but even they refused when i asked if I could work out for the time for which they took my money !!!!

I have been introduced to this Gym since the start of this year by my friend. She told me she had joined for 5 years and the classes here are great! I trust her and already been with the gym for half year. With tutor and classes Pilates. It’s very nice and professional. But the staff who works there, I could just say I don’t understand their staff training standard and management system. For example, while their locker is broken and I asked for a help. The front desk girl is acting super funny. Without ask me where the locker is and directly send me to man’s changing room. I was like excuse me, I don’t use man’s changing room and …. Then she directly stopped me and ask me wait at the upstairs still where the men’s changing room is. Maybe because of my height and a bit deep voice of cough, but I am in women’s wear and my locker was at the unisex changing area with individual room beside the swimming pool. But that dear blond girl already help me change my gender to be a man? And send me wrong area with impatient attitude and mystery self confidence?! I feel very hurt with this discrimination and as a HELP desk, darling you do not even listen to your client need and you form a decision for your client? I honestly can not understand, and that blond girl looks me weird with a funny emotion while she send me to man’s changing room, which I think she means to make me feeling awkward and joke my gender. Later i try to communicate with their manager, but he’s acting is ‘ yea yea yea, sure sure sure, ok ok ok.’ With no cares and I am sure he probably just don’t care how his stuff treat the client who paid money to them. I honestly told him your staff behavior is standing for your club and company. And that activity has been hurt my dignity and I don’t even receive an applications. I think their target clients maybe just type of person as Trump who likes rough and un respectful attitude to them. Cuz mafia could only communicate with mafia.

Huge disappointment! Went to gym today, had a book a class at 6:30pm, head in early to asked membership deal for my friend who want to join. Asked lady at reception, she said isn’t sure about membership deal, understood. And she explained due to covid rule i can’t stay at the gym till my class starts, understood. Cuz that’s no ones decision, asked her to just go to toilet, doesn’t let me in. Just going to toilet. Asked her can i stay in rest room still see many ppl seating there. She said ‘no’ i can’t stay, asked me to wait outside till my class start. Very convenience. That’s how you guys work? Due to controlling capacity, members hard to in classes and less classes runs. There is no discount noting, still pay whole amount membership fee, but can’t get in. If there capacity of people, why don’t you guys run more classes that member can have a better option. ?

The last time I visited this place, before this week, was back in 2019. It's still well maintained, tidy and clean. No major revamp since 2019 from what I remember but I don't think it really needs it either. I only used the free weights, cardio and accessed the change rooms, so I can't comment on the classes.

I have been paying a premium weekly for Virgin active, but unfortunately, my recent experiences have left me greatly disappointed. The gym's overall condition is in dire need of renovation, with several facilities showing signs of age and neglect. One glaring issue is the outdated shower cubicles, which led to an unfortunate incident last week when I found myself trapped inside due to faulty locks. This safety concern highlights the urgent need for maintenance and modernization. Moreover, the level of service has noticeably declined over time. The once exceptional service that attracted me to this gym seems to be a thing of the past. The staff members appear less attentive and responsive, failing to meet the standards I had come to expect. Additionally, the limited operating hours have become a major inconvenience. The gym's current schedule does not accommodate those with busy lifestyles, as the hours of operation are far too short. Extending the opening hours would greatly benefit members who strive to maintain an active lifestyle. In conclusion, I regret to say that my experience at Virgin active has been far from satisfactory. The deteriorating facilities, poor service, and limited operating hours have made it difficult to fully enjoy my membership. I hope that management takes these concerns seriously and prioritizes the necessary improvements to restore this gym to its former glory.

The place used to be good but not anymore. Terrible services which made it so unpleasant to visit now. The manager (forgot the name could be called Renee) is very inexperienced and have no idea what is going on in the place. You have to book to use the pool, as there are only limited slots (according to them, the pool is only open when they have staff around to watch the number of people in the pool). So atm it only opens from 5pm each day: - Despite the booking to use the pool and their sound arrangement to be covid savvy, the pool is still surprisingly crowded so you always have to share lane with someone else (and the staff next to the pool do nothing to manage the number of swimmers in the pool other than counting their fingers); - Rude swimmers wearing hand paddles which is bulky and made it impossible to share lane coz you always get hit by the paddle or scracthed; - Raised the issue to the staff who absolutely had no idea and manager said the hand paddle swimmer is one of their frequent visitors and they can't control what people wear in the pool. As a beginner swimmer I should bring my own lifebuoy in case if I get knocked out by someone's paddle. If you are looking for a friendly local gym this is not the one, it is terrible with rude people around and staff need at least some common sense on how to do customer service.

Very big gym, with all the main machines. They have a pool and sauna, and special (keypad free) lockers. It can be confusing to get around the place. The lady at the reception was lovely and very friendly.

BEWARE! Scammed by Nathan Wells, a member of Virgin Active Collins St’s membership staff. He explained the fee structure to me, I asked many specific questions about extra fees, cool off period and break fees to try and understand the contract. He conveniently left out an important fee that I was slapped with when I ended my membership. The club refused to refund even though he explicitly said he had made a mistake, in writing. I had been a virgin active member years ago and enjoyed the facilities but their customer experience is horrific.

I haven’t started yet, however what made me decide to make this review is the customer service there! I booked a tour as I wanted just to explore the gym and had no intentions to sign up immediately, but “Fabian” was extremely friendly! He is knowing what he doing and he explained everything to me in details and answered all of my inquiries. As a result to such great customer service, I did signed up and I’m very excited to go there. *I will update this review after using the gym for a week or so (: Update after 2 months: I always used to sign up in a gym and end up leaving within 2 weeks. However at Virgin Active I felt that there something positively different, I don’t know what is exactly but I love it :) , it has been 2 months now and I still go there at least 3-4 times a week. I’m really happy that I could do that and the results are great.

It costs a lot of money here, but it doesn't fix anything that's broken. The device in this picture has been left unattended for almost 2 months. The dehydrator broke in the past, but it didn't fix it for 3 months. There's one, and I have to dehydrate my wet swimsuit with my hands every day. Let's do a good job. 😡

Gym was nice but, one of the gym staff/ trainer was very rude. Stealing equipment from my workout and even bumping into me, didn't even apologize one bit. But every other staff were great. Felt kind of terrible after that experience since the membership is 50$ a week, it definitely wasn't worth it.

This gym has lots of different classes with friendly people & lovely facilities including: spa, sauna, pool, climbing wall, lockers, dyson hairdryers, ghd straighteners. There is lots of space and equipment to do your own thing and lots of equipment.

Awesome gym and facility. Front staff are fantastic. Highly recommended.

Have been a member since 2016. Used to like this club but over the years it's been slowly heading downhill. Facilities are average at best. Not to mention staff are unhelpful and rude at many occasions. Some staff are very condescending they feel they can speak to you in any manner they want in front of other people. Not worth the price, especially with current management. When members leave and new members joining are slow then staff will be nice to win you over but once you join they're attitude changes real quick. Prices also got hiked up service is average at best, showers and bathrooms are not the best some showers are even closed off meaning everyone is using the same showers. lockers and locker rooms are filthy not to mention hair appliance and ironing boards. 1 poorly located fridge not even much choice and apple Macs that are from the 90s that are not even connected to the internet. Joke of a club especially in the CBD. Wouldn't recommend joining or signing up from Eli

I agree with lots of the comments. This place used to be pretty good ( that's why I give 2 stars) but not anymore. I understand they must be hit hard by Covid-19 but the communication and professionalism is highly doubted. I was canceling my membership before Covid-19 lockdown (2 days membership left) then I was checking if I can get a refund recently for those 2 days (around 10 dollars) but they replied unfortunately I am no longer member then I am not entitled to have the refund. I do not want to make a big fuss on $10 but I feel this is not quite fair as I paid for something I am not able to use (lockdown). I replied said I want to forward the reply to ACCC and Vic fair then they replied to offer me a refund. To be honest, I do not like this approach as they might not want to make big noise just for $10 but this represents the character of this place. Anyway, I refused the $10 refund but I feel a bit disappointed.

Convenient, clean, friendly gym to go to. Can’t say more. Just come n enjoy. I do have membership in others but once u joined virgin u can’t go back.

What would’ve been a great fitness club ruined by rude customer service from the front desk staff. Numerous work colleagues have cancelled memberships and moved to other clubs in the city.

Could you explain why the gym is closed at 9pm??...... You’d thing for $40 per week that the gym would be open at night, what a bloody joke.

Been a member here for 18 months or so, excellent facilities, friendly staff. Falls short in premium/business side of things. I asked for some help printing a couple of documents to save me a trip in to the office after a workout and they refused; as is their right. But for how much you pay, and the level of service they should represent for the price point not really good enough.

Friendly staff, clean and new facilities, not too crowded

as customer that plan my off days due working longer hrs please keep website updated your website as state your operating is until 9pm but apparently not on public holidays..what a waste of time on my off day

Good facilities and great classes, but I left a while ago because I really disliked the way I was being treated by some of the staff. The whole experience was below average because of it

Great location and good facilities. Staff is super friendly and helpful. A few recomendations. Stairs between man’s lockers and swimming room needs to be cleaned. Smells feet fungus.(update, it was cleanded, thanks 5 starts:-) ) Really restrictive open hours. Sauna and pool even gets closed 30 minutes earlier. Otherwise very happy I joined.

Staff and coaches on site are very friendly and helpful, classes, equipments and facilities are fairly good. While the system is so bad. I asked the reception to terminate my PT program, and double checked the next day, but I still got charged for the following bill. Another time my partner asked to pausing the bills for her overseas trip and she still got charged somehow. My coach left Virgin while there was still one credit left. An email sent to me to ask if I would like to use it, I asked if I can get refunded for it, otherwise I am happy to take it with another coach. Two weeks past there is no follow up yet. Their payment system is one of the worst I ever seen. Extremely slow for updates and it somehow generates tiny fee like $0.01, and your account is shown as overdue.

As a gym you won’t find better equipment or better-trained and nicer PTs. Great classes and a cheap towel service too! Lastly.. and the reason I’m leaving this review.. when I needed to quit (just for logistical reasons) the manager sat down with me perfectly politely and professionally and processed it no other questions asked, no trickery or extra expenses. That’s a massive difference to other experiences I’ve had. I wouldn’t hesitate to sign up again.

Awesome Coffee that is served with a smile :)))

Visited from Sydney. Nice and spacious for a city gym. Very impressive.

Best gym workout I have ever tried here in Melbourne. Thank you team! The classes a especially the trainers are helpful. The front staff and my orientation went so well. As a casual visitor I am always left rejuvenated and pleased with the service.

Staff can sometimes be rude when enforcing some of the rules - especially ludicrous ones like forcing you to sit on a towel in the sauna. If this keeps on i’ll probably cancel my membership. Paying $50 a week to routinely get told off makes no sense to me.

Very average customer experience. Considering the price, I was disappointed that I have to pay extra for the privilege of using a towel. The man on reception was unable to provide advice on bicycle facilities, and informed me there are none, and refused to take my feedback that the gym should explore offering more arrival facilities. For the price, I’d expect more. Thanks.

Awesome 👌. Incredible facilities . Courteous reception staff and friendly motivated coaches to help you on yr fitness journey

Used to be the best but now the sauna is always too low of a temperature. I have to stand on the sitting bench next to the heater for 25 minutes to get a good sweat on.. The sauna is a big reason I sign up at Virgin and when it isn't working or they have it at such a low temperature it is a real disappointment. Bourke St is way better if you prefer a sauna that is 80 - 85 degrees C.

I've been going here for about a month. The pool is the big winner for me, it's always very clear (which means its clean), doesn't get too busy, and there's no kids. So far the staff seem professional, polite and genuinely helpful. The gym is modern, always clean and there's plenty of equipment so you're never waiting for someone else to finish on a machine. Would recommend.

I just realised that the club is not going to be open on the 25 and 26, so my question is there are going to still charging that days, or no on the end debit, mostly on (public holiday) Thanks

Luxury spa and gym facilities and Best Pilates class ever with Emily! I left feeling strong, fit, and sooo relaxed! Love the sparkling water on tap too! John was super friendly and helpful when he booked me in as well. Great experience all round!

Good facilities but I would like longer opening hours.

Great gym and most of the staff are super friendly (Jordan, Lara, Adrian especially). Very clean.

Over the past few years, have seen very little new equipment or machines. There's clearly scope to replace old/outdated ones barely anyone uses. Opening hours have gotten later (I recently rocked up at 8:15am only to find out they had sneakily changed opening time to 9am). Closing times have gotten earlier. All while membership prices have gone up (well over $200pm). There used to be a Cafe in the gym, that's gone too. Overall, in decline.

Best gym in central Melbourne! Great facilities, clean, quiet pool for swimming and quality equipment.

This gym is awesome! I spent 4 hours here enjoying all the facilities!! The staff are so welcoming and friendly. Which if you are new to gym it is a massive thing!! Alanah was so helpful in showing me around and explaining everything to me which was awesome the staff are different to what most gyms usually have. Thus making the experience that much more enjoyable.

I had a bad experience on my first day, one of the members shouted at me for sitting on the towel in the sauna cause the Asian woman had a bad day. The staff member guy in the sauna /spa area told me no phones when I was gonna call my friend, also a guy naked in the shower waved his private parts at me and smiled for 30 seconds. Most odd gym ever.

I visited the Collins St Virgin while on a work trip. Adrian from member experience was incredibly hospitable. I did Yoga Align with Arti S and it was exactly what I needed after a full two days of meetings. She had great ways of explaining the technique, was very calm and I felt completely relaxed and restored after. Thanks everyone for the great experience.

I’ve been a client over the past 7 years and I’ve been so motivated and happy. The best gym in town for sure. The equipments are brand new and there are a huge variety of classes and activities. The team is composed by amazing personal trainers who make a fantastic environment for everyone. I absolutely love it!

Amazing GRID class experience with Josh, 100 times better than any GRID class I’ve done in London Clubs! The facilities are great, only improvement could be the reformer studio beds need upgrading

Gorgeous gym. The team members are always bright, helpful, and supportive. The facilities are well maintained and the classes are great - accurate for experience levels and well-suited vibes for the class type, from yoga to kickboxing. Highly recommended. Thanks team! High five

Great and exciting facility for a newbie. Would be great if possible to extend weekend hours for those working in the city.

Very nice staff , and very good friendly people. Equipment and facilities are excellent. I have quit my 20 year gym membership in Brunswick and travel to the city everyday to virgin active. I’ve had nothing but progress and success since .

Don’t bother if you want classes during lunchtimes. They have one Les Mills class (pump) on/ week. They used to be a great class oriented gym but no longer

The facilities are nice and the gym itself and the workers have a good vibe, but some of the class instructors have a bit of a snooty attitude that can be off putting and makes the atmosphere in classes not that welcoming. You have to pick and choose the instructor a bit.

Great location and facilities, this gym is clean and well stocked with everything you could want from a gym. Was just visiting the city for a few days but if I lived locally I'd definitely sign up.

Great gym.. very spacious.. all equipment new and modern. Loads of classes . Enough free weights , multiple squad racks. No need for padlock, towels are provide. Very clean change rooms. The trainer : Jacinto is the best!!

I didn’t lose any weight at the gym. There’s a great Latin dancing club where I’m getting fitter and noticing a positive change in my body after a month!!! Social dancing is helpful too 😉😉

Very good I really liked this virgin active

Phone Line is busy for 20 min ican't get a hold of anyone. This is terrible..after your reply. Still not working

Their contract goes against Consumer Affairs. They take money when they shouldn’t and then refuse to even acknowledge the mistake. I’ve been looking for assistance for over a week and have been ignored.

Generally good facilities and the place is looked after but why is the swimsuit spin dryer ALWAYS broken?

This is hands down one of the coolest gyms I have ever tried. They have everything I would ever consider needing and more. The staff are really nice and the facilities are cared for. They have a rock climbing wall, pool, spa, sauna, yoga, reformer pilates plus a lot of the machines count your reps (thank youuuu). They are expensive but you get what you pay for in terms of facilities and extras. I wish they had more of these gyms around the country so I could have a membership.

Beware of fee structures and ask for confirmation of what’s spoken over the phone in writing! I called to cancel my membership as I explained I struggled with structuring my own workouts and was switching to another gym with functional classes. They offered me a free month and a free personal training to see if it worked for me BUT THEY NEVER MENTION THAT MY CANCELLATION WOULDNT BE PROCESSED. At this point I am sure this omission was deliberate, as when I tried speaking to them on the phone they insist “it was a miscommunication” and they can’t give me a refund. I didn’t use the gym once in this period.

Great gym definitely worth the money. The pool, spa and sauna area is a great bonus. The staff have been pretty amazing, everyone I've interacted with has been super friendly I would absolutely recommend this gym.