Bannatyne Reviews 

After .y last re iew the customer services goes from poor to beyond poor, have sent emails to customer support service and eventually was told the general manageress at leicester bannatynes had sent me an email on the 19th, no such thing in my emails, after going in to the leicester branch this morning was told the general manageress was in at 1pm, requested a call from her, after 2.30pm today called them and was told by the receptionist that the general manageress was not in today, have sent further emails to customer support just now, however this proves the poorly trained staff giving incorrect information yet again , which has caused the issue in the first place

Terrible customer service, from top to bottom. They do not adhere to their own terms and conditions. Every email I’ve received from them has been ignorant. And they have bypassed every question I’ve asked from them. Terrible service do not recommend.

Edit: Ryan, if you’re the same Ryan who I’ve spoken to via my email complaint. I don’t believe for one second you will look into this experience for improving in the future. I have simply asked under your own terms and conditions that you send me proof about the closure of the golf course, to which you told me you are unable to send to because it was sent in a bulk email(lies). And that a golf course is not a big part of the facilities provided. And that the golf course was simply a ‘goodwill gesture’.

This is how you’ve failed to comply with the clauses 7.1.1 and 9.1 in your terms and conditions. When I asked for proof that you had communicated these major changes with me. You either belittled me or flat out refused to give me the confirmation I requested. I Firmly believe this is because you have in fact not emailed me to notify me of these major changes.

All the while still badgering me for a final payment because it’s in the terms and conditions.

So do you just pick and choose which terms and conditions you want to follow at random? Or is it just the ones that suit bannatyne?

1 Star

Very disappointing experience!

I booked the Japanese Head Spa after checking whether it included use of the spa facilities. As this wasn't made clear on the website, I used Bannatyne's own chatbot, which confirmed that access to the facilities was included. This formed part of my decision to book.

Only after payment had been taken did my booking confirmation state that the treatment did not include use of the spa facilities.

When I contacted customer services, rather than addressing the fact that their own chatbot had provided incorrect pre-purchase information, they repeatedly relied on their non-refundable Terms and Conditions. They also changed their explanation during the complaint process, but never identified where, before payment, it was clearly stated that the Japanese Head Spa excluded use of the facilities.

The most frustrating part is that Bannatyne acknowledged my feedback about the chatbot and said it would be reviewed, yet still refused to honour the information their own system provided or offer any goodwill gesture.

Mistakes happen, but it's how a company deals with them that matters. Unfortunately, customer service chose to defend their position rather than take responsibility for misleading pre-contract information. Based on my experience, I cannot recommend Bannatyne at all. There are more reputable spas out there

Chester le Street staff are excellent , friendly and professional , and this is particularly so for the catering and front desk staff who always go out of their way to produce a really good experience at the Club .

I have been a member of Bannatynes for over 2 years this time.....for 5+ years before.

First Point - the turnover of staff was shocking....you would get used to someones methods of training then they would leave....not the trainers problem; this is a Bannatynes problem.

Second Point - I complained about 3 specific things within the gym to the head office who forwarded my complaint to the manager.....it had already been raised with the manager, so this was unprofessional in my opinion...head office should have taken action. Out of the 3 complaints 2 were fixed the other is still ongoing and I was told a lot of total bosh about why it could not be resolved. This was just to avoid paying out money to fix the issue.

Third Point - I work full time, so rushing home to do a class at 5 or half 5 is quite a problem.....not as much of a problem when the class gets cancelled without any warning. There is absolutely no thought given to the working members of the club; this is not only my own opinion but various members in the club whom I am friendly with. Trainers paying to take classes are given the main evening time slots as this benefits Bannatynes as they cream money off them as well as off the paying customers. This is a big issue; especially to me....seems they are charging me twice, once for the payment and the other for my time that I cannot get a class in.

Now I have saw various feedbacks on here and I see Bannatynes are leaving messages saying something like, 'thank you for telling us of all the issues or for a detailed report'.

This is fraudulent as they are getting a feedback based on my personal experiences....it is nothing to do with informing them as they have had many chances and over 2 years to fix the issues. They are trying to use peoples complaints to their own benefit....people might actually think they cared.

If by any chance they comment on this feedback with anything along the said lines or trying to make themselves look like they are interested then I will take action against them as I have not had the service I paid for.

One last point....the facilities are well worn and this is a recurring issue on comments even on some of their 4 and 5 star comments....this is just ridiculous as everyone is paying to get fit on the equipment and not on the personality of the trainers....deteriorating equipment has a negative impact of training, especially when not properly maintained or serviced by the trainers who are not qualified to maintain the equipment.

I was a member of Bannatyne’s Chingford for 16 years. It used to be a good gym but every year the quality of the facilities and what was offered worsened (which began when they added a ‘spa’) and the final straw was a swim school called ‘swim now’ hiring the pool every day from supposedly 12-7 but actually there were swim teachers in during the mornings and well after 7pm (sometimes 9pm). A few of the teachers were not friendly. One told me this was a spa not a gym so the pool wasn’t for swimming anyway (I joined originally as it advertises having a great pool). The swimming lessons only made it possible to use the only other lane but that was usually full of spa guests standing or walking. One particular teacher who was teaching in the morning (out of official hours) was very argumentative so I complained but was told nothing would be done about the swimming lessons. I finally spoke to the manager to tell him I was thinking of leaving after 16 years of membership and his response was ‘Bannatyne’s is a business we don’t care about one customer leaving’. Thanks for that! I left and have found so many gyms nearby that are great, have no contract tying you in, plus pools, gyms and classes with lots of space and have been recently refurbished - the money goes back into refurbishing the facilities and making sure they’re clean. The corporate outlook of Bannatyne’s means the facilities are not updated and the building is unclean (I noticed lots of insects at the doorway to the steam room so stopped using it and my partner told me there were buckets of water in the gents from the air con units). From this and what the manager said to me, I can only surmise that they really don’t care about their customers. They’re trying to bring in money from a spa on the side and hiring out the pool but none of this is for their loyal customers. It feels greedy. One positive I will say is that the staff who work on reception are absolutely lovely as are some of the teachers of group classes. It’s only because of them I stayed so long. My advice is look around for a gym that doesn’t tie you in to a contract as there are so many alternatives nowadays to this model and if you think regular access to the pool is part of the deal at Bannatyne’s you’re not being told the truth.

Went to the spa today with my bestie and we got 3 treatments done today by Kirsty and Shannon. They were very welcoming, friendly, chatty and helpful with all of our questions 😀 we are definitely going back to get more treatments done and I would very highly recommend Kirsty and Shannon.

I have been a member of Bannatyne Health Club & Spa Banbury for 19 years, and I can honestly say that one of the main reasons I've stayed with the gym for so long is because of the incredible instructors.

As members, I think we sometimes forget just how much work, dedication, training and preparation goes into teaching the classes we enjoy each week. The instructors consistently bring energy, professionalism, encouragement and expertise to every session, making each class both enjoyable and motivating.

Over the years, I have attended countless classes and have always been impressed by the commitment they show, not only in delivering excellent workouts but also in creating a friendly and welcoming environment for everyone. We truly have the best instructors, and their passion for what they do shines through every day.

I simply wanted to take the opportunity to say a heartfelt thank you to all of the instructors for your hard work, dedication and enthusiasm. Your efforts do not go unnoticed, and you are genuinely appreciated by so many of us.

Thank you for helping to make Bannatyne Banbury such a fantastic place to be for the last 19 years!

A very grateful member. 😊 Jenet Jackson

I came in for a treatment last week to the Mansfield spa as I wanted a change. Me and my partner had two lovely women called libbie and Katie. From the first seconds of the treatment we felt comfortable and relaxed. The way they spoke to us was very welcoming and we felt like this was a Luxury experience already. I had libbie and my partner had Katie. Libbie’s pressure during the massage was very very good and just how I wanted it. My partner had said the same about Katie. They kept asking both of us how the pressure was and if they needed anywhere focusing on which I thought was very thoughtful and we appreciated it. Honestly, this was probably the best massage and massage experience we have ever had and we will 100% be coming back to Libbie and Katie, as I feel they made the experience feel like I didn’t pay enough!

If management see this please let them know how polite and caring they made us feel, I don’t believe it should go unnoticed.

Thank you ladies, and thank you bannatyne.

I booked a facial with Stacey-Ann at the Bristol branch. Not only was the facial extremely relaxing. I woke up the next day with a completely clear and fresh face. Stacy was also very informative about my skin and advised me on proper skin care routine that would suit my skin type. She sat with me after to look through some products together. I have already booked another session for when I get back from Holliday specifically with her as she made me feel very comfortable and was just a very genuine, friendly and professionally skilled practitioner.

Staff are so nice and helpful,
However the Building in Perth requires a refurbishment as looking really tired now.
Upstairs is still great but pool area not so great and now not worth the membership fee sadly.
Cheers.

Quick earner is a scam
Joined Bannatynes Coulby Newham 4 months ago and staff were friendly. I explained that I didn’t want an annual membership as contemplated moving in the near future. Was advised that I could join on a 3 month contract which is 20% more than the annual
I was advised that after 3 months I could end the contract or revert to the annual contract. I chose to end the contract after 3 months as I had moved address nearly 200 miles away
Soon after the contract expired they called asking for an extra month, when I chose ignore this they then called and said I would have to pay the £41.99 plus an admin fee of £25.00 otherwise they would pass on to debt collection agency
Strange for such a big company resorting to threatening old age pensioner!!!!
The debt collection agency have called me , texted me and messaged me saying they are passing the file onto a solicitors and the fee will increase by another £77 if their threat does not work
I have paid Bannatynes the money in good faith and they will receive no more
I am not answering any communication from ArcEurope(sect collection) or any solicitor so they have had their lot.
I have a poor credit rating so wouldn’t be looking for any credit anytime soon
I fear Bannatynes Coulby Newham are struggling for memberships as the standard of the gym and facilities fall far short of other gyms in the area
Please look at your booking T & Cs and amend them to sort your scamming ways out

Helpful and friendly staff, clean and tidy facilities.

I have been a member at Bannatyne Grove Park for almost a year. I raised a formal complaint with both customer service and the general manager about aggressive member behaviour and equipment being reserved daily. Management took over a month to reply, dismissed my account as a matter of “personal perception,” and then informed me that since no other members had raised similar complaints, mine essentially didn’t count. Still haven’t confirmed our membership cancellation. I am currently paying £70/month for a gym I no longer use. Avoid, particularly if you are considering an annual subscription.

Friendly welcoming staff. Clean environment and an ingenious locker system. I feel very relaxed coming here. Spot on.

Very helpful and tailored introductory coaching session. My coach Alessandra suggested some really good options for what I wanted to achieve in terms of strength building. The facilities available are really good too.

The showers and changing room facilities are very old and dated.

Very friendly and helpful staff on first visit - made joining and getting to understand all the facilities at the club very easy.

Great place to workout gym is kitted out ,everything you need,spa area is brilliant everything from cold bath, sauna , jacuzzi and swimming pool , I’ve been to a few different gym but nothing like this place , well recommended, staff are friendly also

I've been a member of the Broadstairs facility for the last three years. I have put up with the frothy hot tub, the cold swimming pools, pissy showers, the sauna door not closing, the ageing gym equipment and last of all, the locker that never works in the disabled/family changing room. Ahmed has been picking on my neurodiverse son. For what reason, I do not know. My son reported straight away. He was told to write an email and then they can respond. The manager Niki is supporting her employee and has done nothing to Ahmed or the two individuals who also picked on my son after the this incident. I took my son to the gym after this, as he was frightened of having another encounter with Ahmed. Unfortunately we did encounter Ahmed and the smug smile on his face made me raise my voice to him and ask him why he thought it was okay to say he didn't care about my sons Autism. After a bit of back and forth, we left. Ahmed went and directly made a complaint about us. the legal department, namely a Matthew Brown has said he has looked at all the evidence, such as CCTV footage and other members and staff accounts of the incident. He has decided we were abusive towards Ahmed, and we are barred from every Bannatyne in the country. Matthew Brown refuses to release the CCTV footage on any statements. He was not interested with the previous incidents involving my my son. He was not interested when I ask for help from Stak Life, who offered them guidance on how to deal with the Neurodiverse community. Bannatyne has been very dismissive of us, and I'm truly disgusted that they care so little about their members. Including the three of us and my daughter and her partner means you are losing £420 a month in subscriptions. I heard 300 members left last month, so the rats are leaving this smelly, sinking ship. I sent an email to Duncan Bannatyne as he seems to have taken hold of the reins again. no reply as yet.

If you have neurodiverse friend or family member, don't leave them alone with Ahmed about. He needs to realize that he cant just approach people and tell them you cant be disabled because you have legs. Ahmed and the other two members have shattered my son's world with a few misplaced comments and a smugness that is grating. Shame on you. There is enough hate in the world, lets try spreading some love and honesty instead.
Same again in the review. They don't tell you that they have refused to talk to me.

****And now they want to take this review down***