Equinox Kensington - London

tako M.

The membership policy of this club is unacceptable!

I don’t live in London permanently. I’m staying here for 3-4 months, and I plan to return in September for a year. I explained this situation to the manager who helped me join the club. He assured me that I could freeze my membership after 3-4 months and resume it in September. I was happy with this arrangement. However, he failed to explain any details about the cancellation policy.

Unfortunately, my plans changed, and I had to return to my country earlier than expected. I even provided evidence of my flight ticket when I requested to cancel my membership. Before submitting my request, I spent 2-3 weeks discussing the cancellation process with them.

Despite showing proof of my flight, they told me it wasn’t enough. They demanded additional documentation, such as bill payments or proof of rent, even though I don’t pay bills because I live in a family-owned apartment. I’m going to discuss this case in my personal advocate!

If you are unsure how long you’ll be staying in London, don’t expect the staff to provide full and transparent information. It seems the sales agents are only focused on signing people up and making money, rather than offering fair and flexible options.

This entire experience feels like being trapped in a contract I can’t escape.

Amir

Staff are incapable, rude and unhelpful. Came in here for a trial session that was organised via my workplace. Was turned away due to failures in communication from Equinox and some kind of issues with their system. Wasted my time completely, and there was no desire to try to arrive at some form of solution for potential members. This gym does not value potential customers and their time. Also based on other reviews, doesn’t seem like I missed much. I will be going back to Third Space and I recommend everyone else do so. I will actively be stopping my fellow colleagues from signing up here. Staff are much more helpful, friendlier and capable. Also facilities seem to be 100x better.

Jojolina

I have been a member for over 24 years. In comparison to other gyms, the equipment at Kensington is ancient. Even yoga mats were so disgusting. After a near uprising from members, equinox finally changed the mats (we all had to endure the disgusting smelly mats for months)

Even shampoos and other amenities have gone down. Now I have to bring my own shampoo body wash and lotion.. at this rate, I question why I should continue my membership..

Kris S.

Nice facility. Everything you could possibly ask for in a fitness club. The cafe / lounge is very convenient. The music is pretty chill and eclectic. You enter the building along the side street not from the High St. You then take the elevator to the 5th floor. The same floor as Warner Music. Please note: You don’t have to show your phone to the front desk to gain entry. You just have to click “CHECK IN” on the app. Your profile turns green and it means your good to go. The human behind the desk will see your face and details on their screen.

Benni A.

Been a member at Equinox since 2015, starting in NYC, then moved to London in 2017 and the level of Equinox Kensington has been on a continuous decline since then with a sharp acceleration in the standard of what one has come accustomed to at both Equinox and from what to expect from gyms and fitness clubs these days.

Unfortunately I can’t take a picture of the air temperature in the gym for obvious reasons, but the fact that they don’t have a functioning AC system that keeps the gym cool is just the beginning. It is warmer in the gym than it is outside on a hot day. Not to mention that the dressing rooms don’t have functioning ventilation system, making the dressing room compete with a hot and humid Middle East in August. And the reason for not fixing it the management team just keeps referring to the local building management team.

As for faulty equipment, when things break - even simple things as a water pump switch, these things will go unfixed for months. Not to mention the equipment itself which is old an outdated. The most new piece of equipment in addition to the pec/delt fly machine which is more than a year and a half old are new ergonomic handles to lat pull/row machine.

Last but not least, one cannot overlook the poor level of cleanliness. It’s simply beyond acceptable. Layers of dust, hair, and dirt is spread out across the gym. And the explanation one gets is that they cannot find cleaners (!!).

After these points it’s only fair to mention the good parts - which are simply a bright and spacious gym. That one cannot take away. It’s not a gym hidden in a basement. You actually have a feel like you’re training in proper daylight. The general ambiance/style is nice (but a bit dated), but does indeed give a feel for a nice gym. But when one just takes a little extra look and not much further beyond the surface, Equinox is at a very disturbing low level - and there are always excuses for why and no remedied and fixes. So unless you live in the very proximity there is no reason to sign up for Equinox.

Anastasia K.

I joined Equinox in the US and had consistently great experiences at their gyms. Unfortunately, my experience with Equinox in London has been disappointing. The gym has become extremely overcrowded, to the point where finding space to train or access equipment is nearly impossible. On my last visit with my partner, we had to queue for weights, and after waiting, we still couldn’t find a spot to work out properly and ended up leaving.

The overcrowding has significantly impacted the training environment, and the gym equipment feels subpar compared to what I’ve experienced at other fitness facilities. Since the joining fee was waived, it seems the gym has attracted individuals who treat the space more as a social venue than a training facility, further detracting from the overall experience.

Regrettably, I had to cancel my membership entirely. I’ve given two stars solely out of respect for the excellent experiences I’ve had at Equinox gyms in the US, but the London branch has fallen far short of the brand’s usual standards.

Mehmet P.

It is clean and moderately equipped but it is a pretty hostile gym. If I may say so. I made an error of taking my kids to the entrance of the gym but the front desk person who was so hostile to them that she made them cry. I understand club may have no children policy but she threatened to call the police if I were to even step inside to use the clubs bathroom. I am aware that this is an establishment that only makes money from their own members and to hell with the members who have destination executive access which we pay for the ability to use gyms at other locations . Since they don’t make money from you they find a way to be super hostile to you so that you never set foot inside. When I tried to speak with the clubs manager Mr. French although he confirmed that the employee was eventually sacked he said he believed her version of the hostilities that occurred at the entrance against my kids. If you read this far my suggestion please chose any other place as I felt they were not inclusive and respectful and they just want your money and service or friendliness are not particulars to find in this place.

For just further reference I contacted Kensington Equinox and GM was never available neither he returned my calls. A bit detail I did not share was that hostility had a tint of antisemitism as the door person was Arabic descent and she verbally accosted my children because one was wearing a kippa which was gifted to him earlier. I brought this to attention of the GM who is Australian and said that we have Jewish clients and we don’t have them problem with them meaning that I was the issue. Remember the police officer accosting Jewish person not to walk in to Palestinian march looking obviously Jewish. This is worse than that. She yelled at my children because they were Jewish and she was let go but also I was banned from coming back to Kensington as I was the problem Jew. Well this is foreign to me as an American Jew. I thank to my lucky stars that I live there instead of anywhere else where antisemitism is explained “ then don’t look so Jewish”. I am sure employee was expressing her political views by attacking my children but all I did was complain about her.

Carly F.

My experience at Equinox began at this location. My initial consult with Greg Lingard is the reason I became a member. He was passionate, knowledgeable and incredibly kind in answering my questions as I struggled to recomit to my fitness journey. With his support and guidance, I felt comfortable navigating the gym facilities & schedule from day one. The gym itself is incredibly clean and well managed. There is always ample space in classes, free weights and on the treadmills.