A lot of the equipment is broken or missing - and has been like that for months or years (e.g weights and cables, handles, bands, the sound systems on most of the aerobic equipment, and most recently the card machine- which means that if you lose your card, you can’t have another one - ie can’t access 24h, even if you have paid for it). If you complain, the staff will openly tell you to go to another fitness first. There is no timeline for repairing the equipment ‘maybe next tax year’. Parking is terrible when the gym is busy - I have had to go home a few times because of being unable to park. I would strongly recommend against joining this gym, it is very poorly managed.

Have had the most disheartening conversation with Willoughby Fitness first gym manager When I tired to communicate that Fitness First wasn't a comfortable gym for myself and I didn't receive great customer service and my overall experience at Fitness First hasn't been enjoyable and I do not want to continue my membership - He thought screaming and being aggressive would be the professional way to handle the situation which just left me in tears.. he then told me to stop overreacting. I was in disbelief that a manger would even consider talking to someone like that. I just wanted to resolve and talk to Fitness First about resolving my issues and did not come into the conversation expecting to have the reaction that he gave me. Every time I seem to talk to someone about cancelling they seem to automatically get their defense up. Would think large companies like this would invest in training their staff with great customer service so they didn't have these issues.

I have been training with weights for 40 years, I have never trained in a more pathetic, uninspiring gym ever. I cannot understand how they can call this a Platinum gym. The floor space is huge, it is sparsely equipped, with very old equipment, it also has a very poor selection of machines, that are not well maintained. I am only training there as I lost my license and the gym is within walking distance. So, I train there from desperation, not from choice. It would be nice to have a gym that I would like to train at close to home. This gym, falls short in every possible way. It is also way too expensive for the equipment on offer. It seems as though more money was spent on the change rooms than on equipment.

Most staff don’t pay attention or bother to say hello when you walk in these days. Quite a few just lounge around on their mobiles also. A lot of the cardio equipment seems to be broken most the time, bikes missing straps, treadmill belts skipping as you run and so on. A lot of is also out dated compared to a lot of other FF gyms. The showers (Men’s) are awful. They stink, there’s mould and there’s always strange small flies and other insects in the showers also. Surely this needs to be sorted out.

I agree with the general consensus here. Good gym, as you can workout comfortably without feeling on top of each other. The classes are great too. But the top floor seriously needs new machines. Plus I find myself running around looking for plates as they’re never put away, and/or missing. EDIT: all of the evening spin classes seem to have disappeared. Really disappointed. Having spoken to management about the fact that no plates are ever put back, nothing has been done about it. The place is always an untidy mess. Unfortunately I have chosen to cancel my membership as after lockdown, there’s zero care factor in cleanliness or general hygiene in the gym. The middle floor bathrooms are always disgusting and staff have no desire to listen to your feedback. Disappointing.

Good equipment. I especially love that there is a pool, spas, sauna and steam rooms. However, the changing rooms, especially the showers, and the pool area, including the sauna, steam room and spa are ABSOLUTELY FILTHY. It makes me feel sick just looking at the amount of mould everywhere, let alone having to walk, sit down, have a shower etc. in this disgusting environment. Surely a place like Fitness First should be able to afford cleaning their premises properly.

Good gym but the bathrooms are disgusting. So much damage and mold on the ceilings. Not hygienic. Someone needs to sort that out. I'm surprised health and safety hasn't been notified.

This place bloody stinks. Literally. Theres hardly any ventilation which makes this place a cocktail of body odour and musty wet carpet that circulates around the gym with its prehistoric industrial fans. The equipment is as thrashed as my 1997 toyota camry. To call this place a platinum club is a joke.

Plenty parking and spacious workout areas. Cardio equipment is dated, steamrooms smell, never get hot enough and digusting condition. They need reno and as people mentioned, swim school hog the pool. Not worth going too, St Leonards FF much better and friendly staff.

I just started going to this gym and find it a little dated and not what i expected for a platinum fitness first, But does have all the equipment you could possibly need.

I really wanted to like this gym because it's a big area with nice views. Unfortunately standard and essential equipment is missing (there are no resistance bands!) The equipment that is here is very dated and not maintained, for example the heal slider's screws have all pulled out and someone will fall off it. Equipment is not organised by the staff at all and everything ends up everywhere so very hard to find. L There is a lot of wasted space here and they do not have enough of the commonly used machines here e.g. pulley machine.

The weights used in pump are ancient and the clips holding the weights on slide off if you put anything more than 5kg on the end. Super dangerous!! Won’t be coming back here again.

Good classes and nice staff but disgusting and very dirty shower and bathrooms.

Good service, spacious exercise area with a variety of weights and machines. Pity about the annoying alarms going off almost all the time as morons leave the gym through fire exits. Pity too that the gym seems to do nothing about this.

They could be managing their facilities alot better during covid. Other fitness firsts have facilities open while they keep closing spa/pool for no reason even when there are no restrictions in place.

Amazing gym fitness place, featured with 3 floors (one cardio, dumbells stretching equipment) and the other a weight room with a ton of equipment. The staff are really friendly and are happy to help with anything. The gym also features a big pool 2 steam rooms 2 saunas change rooms showers and locker rooms. Highly recommend going here great place

Walked in after 3 years hoping they had finally fixed their air conditioning. NOPE. Weights room is stinky and humid as it's always been with ZERO AIR FLOW. I'll never understand how people put up with it.

Men toilets/showers seems to have not been cleaned in ages There are mold and dust everywhere even around things like light bulbs above showers out of all places !! Its very unfortunate that hygiene wise this shower/toilet area are not so clean that one would rather shower at his home.

Paid for a 24/7 card and came after hours only to find out that my supposed 24/7 card was denied access - most likely not activated by front desk staff as 24/7. What a waste of time and money. NEXT TIME ENSURE IT IS ACTUALLY 24/7 ACCESSIBLE. Defeats the purpose DONT YOU THINK

Good work FF Willoughby. Your reception team are amazing, friendly, customer centric and professional. Well done

The location is great, but the cleanliness lately has left something to be desired. The sauna has twice had cockroaches crawling through it in the last week or so and the staff seem very reluctant to do much about it until you ask what they are going to do to fix it.

Like the cycle classes and used to do the group workouts with Claire (who left, sadly) - the pool is WAY too warm for actual exercise, so I go to FF Chatswood instead or occasionally FF St Leonards.

Gym is fine (if not feeling old and worn out) with a lot of open space seemingly crying out for more and newer equipment. However, how hard is it to ensure there is soap in the showers. Tried all 9 shower stalls for soap and not one of them had any at 10.30 this morning. Seriously, these are the easy things to get right yet leave a lasting impression when they are not right.

Above average gym with huge weights area, small pool sauna spa . Have just started Pilates reformer which I can’t do as I have low blood pressure and it will give you a head spin ! Classes are good but new timetable sees a reduction in floor Pilates and they have taken away the crèche !! So try Willoughby Leisure if you need it

Bad service. They change staffed hours randomly so they kick you out early if you don’t have the 24/7 card. Also whirlpools and sauna are out of order all the time.

Very unprofessional staff members

great gym, very friendly staff

The gym features 3 floors (one cardio, dumbells stretching equipment) and the other a weight room with a good amount of equipment. There is also a Physio, masseuse, beauty therapist and meeting room facility - although I have not used these services. Great that they are there. The staff are really friendly and are happy to help with anything. The gym also features a 3 lap pool, plus recreational pool area, steam rooms, saunas, 2 jacuzzis, change rooms, showers and locker rooms. (An infrared sauna would be awesome) I went to inspect initially just to sign up my son and was pleasantly surprised that 14yo upwards can join and most importantly there is reformer pilates!! I have tried FS8 and KX Pilates, and the Fitness First version is better than FS8 by far and on par with KX Pilates and only a little extra per week membership to include the Pilates. Amazing! The instructors are attentive, have great communication skills and genuinely take an interest in ensuring correct form and that you get the best out of every Pilates workout. For me, the Pilates alone makes this gym membership for me great value ... and in addition there's the pool area and all the other classes! I was successfully upsold and purchased 2 discounted 45 min PT sessions, which I accepted thinking my son would need it to get him started and to learn how to use the equipment properly and how to act in a gym etc. However I had no intention to continue beyond the promotional 2 sessions. After completing a questionnaire, we were connected to a PT, Jeremy Sarka. He took the time to get to know us and our needs/goals/objectives and he has excellent communication and customer service skills. Jeremy has created programs for my son and I, and although I had no intention for PT, we have continued with Jeremy with regular PT sessions as it is benefiting us (especially my son) enormously. It has been the best initiative for my health and well being, and I am so grateful to have found Fitness First Willoughby. I agree to some extent with the other reviews, that cleanliness could be improved but I think that is also a function of the age of the gym. It is hard to make it shiny when it is physically older and there are some maintenance matters that could be improved (E.g. the gym equipment, and change rooms), however taking into account the inclusions (classes, 2 floors of gym equipment, pool, sauna, jacuzzi) it is a great gym for my family and I for the price paid. 4 stars but with a little more attention to cleanliness and maintenance, this gym could easily be 5 stars.

Perfect gym, filled with a variety of machines, free weights and all. Very clean and pristine area, and recommend investing in membership here. Also, the staff are great people and are really kind to answer any questions you might have.

Very poor customer service. Cancelled my membership and was charged for the next 6 months. I rang the club multiple times during this and the manager was never available. Multiple emails and calls , with no response. I ended up having to go in to speak with the manager who informed me that it was a head office error but no refund was able to be provided. Very convenient as they'd already charged me... Was a member for many years, wouldn't recommend joining to anyone

Prepare to pay an extra $10 a week due to their debating outsourcing system being trash. Often seems that it doesn’t recognise the same credit card I’ve used the past 9 months which always has money accessible. Any time I’ve raised this issue seems as tho it’s always either my fault or my banks fault.

Clean , but could be better & some machines to changed is very old version

I had terrible experience in this club , I wanted to get a token for cycling class, I was 5 minutes late but the woman who worked there ( Lily) in reception did not give it to me and told me you couldn’t go in because the class has already started , I asked her to give me for the next class which was 45 minutes later , she said you should come back before class and come here and take it, i said I don’t want to go up and come back down again and she told me that’s the rule , I was many times in chatswood platinum club and never have this experience , I was very, very upset with the way she talked to me , she was rude , I wanted to talk to manager but she resist to give me her manager name as well.

Large spacious gym and carpark, but could use the space more wisely to fit more equipment. Toilets are unclean and smell bad - I refuse to use them. Facility and equipment is old, needs updating. Gym wipes are strewn across the floor and I’ve never seen staff cleaning. Lack of communication regarding opening hours especially regarding changing covid restrictions. I pay 3x more here compared to my last gym which did a much better job. What are all the gym members’ funds spent on?

Really big and good, but I swear the air conditioner doesn’t work on weekends, feels like a sauna in the upstairs free weights room

Asked staff to sign up for a 3 month membership, made it extremely clear that I had no intention to stay beyond that date. Instead was signed in for an auto renewed contract that charged me for 3 extra months, and was near impossible to sign out of. If you aim to sign up for any brief period reconsider.

Very poor customer service

It's a really good club with swimming pool, SPA and Sauna rooms. Big space and not too busy. Would be great if they can update some equipment and spend more time to clean and organise wet and weights areas.

Plenty of space and parking. Machines get fixed promptly. Could benefit from a quicker payment system as buying a drink sometimes can take a while, some lockers broken and could benefit from more rubber mats on the floor in the change room as there's regularly big puddles of water on the ground.

Shocking management and customer service. Here are the 2 main grievances: Management failed to organise any of the PT sessions that were included in the 12 months contract for my 16 y.o. son. He was left to his own devices, i.e. never given a proper instruction let alone received a training plan. Needless to say that he lost interest as he was unsure what to do. "Money first" not fitness first, also how they treated me. I paid off a small outstanding amount (which accrued due to being sick and not visiting the gym). Guess what? 2 months later collection house harassed me with frequent text messages and phone calls, which required me to spend precious time dealing with stuff that falls into FF Willoughby's responsibility. Call back requests have not been responded to ... It's like flogging a dead horse.

The club has locked the studio rooms so no members can use them. The use of the studios is part of the membership price and a selling point the staff use when they sign you up. Why is a service now being taken away from members but at the same cost of membership? Very unprofessional.

Whilst they have gotten new cardio equipment, the building and locker rooms are old and in need of a serious revamp. Staff are very friendly and helpful.

Fitness First chatswood & Willoughby are my go to gyms. It is the instructors & community members who make it a good gym. I always feel welcome, the instructors are of high calibre and together with the supportive staff and gym members made this a good community work out place.

Staff are very unhelpful and equipment is very worn out. Also, if you ask for a freeze on membership, there is no guarantee they’ll actually action it. Best to check

Great gym, clean, friendly, plenty of equipment. One ask, get a boxing speed ball😀

I just pop in today trying to take a look but Obviously short of stuff and no one can show me around. Reception guy seemed annoyed by me for whatever reason.

Good gym but very busy leading to waits for equipment occuring frequently. Its 24hr access if you pay extra for the special pass that provides that.

Good place but the soccer playground is far from the main entrance.

Too many people in sauna. Where is the Covid Marshall?? Steam rooms out of order for months and months. I pay fees for these. Why so long??

Feels like a real gym .. cant be a better compliment Hope to see it always

Good gym and space however equipment is now dated and toilets/showers/lockers are disgusting. Hygiene comes first for the public health but it seems that management does not think this way

Called up multiple times trying to get a hold of management in order to straighten out my membership I had agreed with but they didn't honour. Was told on multiple occassions they would call me back but they never did, so dodgy. A spacious gym but thats as good as it gets, Chatswood has overtaken Willoughby these days. Overrated, hard to get to, in the middle of nowhere on Eastern Valley Way and not worth the money.

good place - very big and people are nice including reception. Equipment getting a bit old and could go with an upgrade though.

Great classes and sufficient equipment. Very busy before and after work but during the day it’s perfect. The change rooms are a little dirty: the toilets have a bit of a smell and the lockers don’t look like they get cleaned often. Nice 25m pool with hot tub but one giant rectangle instead of 3 swim lanes (and people do not understand the sign and swim in random “lanes”).

Good facilities. The equipment is nice and well kept. Parking spaces a little small, but plenty available. Friendly staff. Quite busy, but lots of space.

Average gym didnt explain contracts very well when signing up. Costing me hundreds.

Great gym and friendly staff. spacious space, full range of equipment.

A large gym with lots of machines and classes but I didn't have the best experience. The class I tried to get into on a Sunday was already full, despite arriving 5 mins early, and then the first exercise bike I tried to get on was broken! At least there was plenty of parking.

nice and cleaning is good

Meets all your training needs. 24/7 access is ideal

Great club. Needs a bit more attention

Massive gym with great facilities

It is very spacious - I love space! And there are cubicles with doors on them in the changing rooms, FINALLY someone thought about that not all of us are comfortable changing in front of others. Thank you!

Very big place with many equipments. The shower place needs cleaning though...

Good set of equipment. There is sauna, steam room, indoor pool also.

This club could be one of the best clubs in FitnessFirst, they have spacious cardio zone and abundant weight training facilities. They also have two separate sauna rooms and steam rooms, even the jacuzzi pool. Everything here is superb.

Clean and friendly staff. Great facilities and good size exercise area

Great Gym but whoever chemically maintains the pool needs to be let go. Opened my eyes in there for one lap and still can't see properly for hours after.

Good pool, the building is a bit old. Location is not bad but you cannot turn right (legally) from Eastern Valley Way.

Great facilities

Fantastic fitness first in the area. All equipment is comfortable to use. The classes are great and everything is clean, with friendly and knowledgeable staff.

The staff in Willoughby are superbly helpful. The facilities are also well maintained. The accessibility off the main road is nice, however travelling from other suburbs can be abit epic.

Helpful staffs, feel welcome and energetic

Love this gym club, bright and big space also friendly staff