I have been a member for about 10 years and have seen the gym change from Holmes Place ownership to Virgin Active, along with several changes in manager over the years. Unfortunately, the last two years have seen a continuing slide in service levels. A big part of this is down to a minority of the staff, who are extremely unprofessional and rude and lack basic customer facing skills. These individuals show the maturity of 11 year old boys and use foul, racist and sexist language openly. I have observed these staff stealing from the cafe, making derogatory comments about customers and failing to offer assistance to members. It is unfortunate that the management show no interest in taking feedback seriously (they trialled a feedback form box briefly, where they promised to respond to all comments within 2 days however this was rapidly dropped when a number of complaints were lodged by members). If considering this club, please bear in mind that the staff are focused on recruiting high numbers of local students as members which makes their performance look acceptable to head office. The club management shows no interest in offering any support for longer standing members or in acting upon complaints. read more