This facility looks impressive from the outside and presents beautifully during a tour. But once…read moreyou're a member and start paying attention, the cracks become very clear. In seven years, I have attempted to contact the general manager on multiple occasions with concerns and do not believe I have ever once spoken to him. That says everything.
Where do I begin. The issues at this club have been so numerous and consistent that we feel obligated to warn others.
Our son was kicked out of the weight room for wearing cotton pants and a t-shirt. When we called to complain, we were told there is no apparel policy against this. He was humiliated for a rule that doesn't even exist.
Last Friday, my husband and I drove to the club to use the hot tub, only to find it closed two hours early for an employee meeting -- no sign on the door, no website notice, no email to members. We weren't alone: multiple other members were standing at the locked door, just as blindsided as we were. The weight room and pool are unmonitored at this time anyway so it would have cost nothing to leave one person at the front desk so paying members could at least get in.
Most recently, a family friend who is a college swimmer and a fellow member of this very facility was helping my child work on swim strokes in the pool. Staff told us to stop and nearly removed us, citing a rule that only VillaSport trainers can provide instruction. No consideration was given to the fact that this was a fellow member, not an outside instructor, doing something kind for a friend.
The billing situation has been a saga. After we changed our payment method, the club kept charging our old card and hit us with late fees through no fault of our own. When we tried to resolve it, we were referred to corporate in California instead of getting help locally. Staff gave us contradictory and outright incorrect information -- one person told us there were no late fees on our account at all, and when we logged in ourselves, we found multiple. We had to fight to get most reversed, and one remains on our account to this day.
During Covid, we chose to continue paying our full membership fees a gesture of loyalty to the club and were promised guest passes in return. It seems like every time we have tried to use one, we have been told there are none on our account. We pay over $400 per month for this membership and can't bring a friend occasionally?!
And then there's the facility itself. Mildew in the locker room Jacuzzis is not what you expect from a club charging luxury prices. We originally joined in large part so we could relax in the indoor hot tub while keeping an eye on our younger children in the play area and pool. That Jacuzzi sat nonfunctional for roughly two years. The club's solution? A sign next to the jets button reading "bubbles are for outside tub only" -- as though reframing a broken amenity as an intentional policy was somehow acceptable. And there is an indoor-outdoor hot tub with a sliding glass door between the two sides that would be perfect for families and kids. We have been members for seven years and have never once seen it open.
The food situation is almost too on the nose. A facility billing itself as a luxury wellness club has replaced wraps and salads with pizza, hot dogs, and hamburgers as its only food offerings next to $12 smoothies (made with powders and no actual fresh fruit). Make that make sense.
After seven years, the pattern is clear: this club prioritizes attracting new members and pushing additional fees (personal training, add-on services) over actually taking care of the members it already has. We joined for a place of rest and relaxation but every time we walk in the door, there is some kind of issue! The saddest part is the wasted potential. Cypress is a tight-knit community that would embrace a place like this -- but the experience here is night and day from the sister location in The Woodlands. VillaSport claims to be a luxury club built around community, yet at every turn they discourage exactly that by the way they treat their members. As my husband put it, we've never seen a place that bills itself as luxury have such poor customer service. At this point, the only things keeping us here are the pool -- which we don't have at home -- and the fact that it's around the corner from our house. Otherwise, we would have found a different facility long ago.
