Virgin Active Paya Lebar

I have seen many low rating reviews about arriving late & being denied entry to classes. As a regular, I really appreciate the rules. This is what differentiates VA from other gyms. Being on time is a way of respecting others. If you are exploring this gym or coming for trial, please make sure to arrive early (at least 30minutes) for any administrative processes, getting familiar with the gym & giving the instructor enough time to set you up. If the class has 20-30pax, a late comer is disruptive to the whole class. Body pump class requires setup of equipment. When you arrive on the dot, that means you are late. If the door is already closed, please do not enter the class.

Disappointed with the front desk service. Virgin Active positions itself as a premium gym, and while the equipment and range of classes are impressive, the front desk staff seriously let the experience down. I encountered rude and unprofessional behaviour that doesn't reflect the high standards the brand promotes. For a gym of this calibre, better staff selection and customer service training are definitely needed.

I'm honestly disappointed by the front desk service here. Most of the staff clearly lack basic professionalism and competence, which makes me seriously question how they were hired in the first place. It feels less like a merit-based selection and more like a case of connections over qualification. When members are met with indifference, impatience, or an inability to handle simple requests, it reflects poorly on the entire establishment. If this is considered acceptable service, management really needs to re-evaluate their hiring practices. A good member experience starts at the front desk -- unfortunately, that was completely missed here.

5 Stars Olga delivered truly outstanding service, going above and beyond every expectation. I'm incredibly grateful for her dedication and support. Olga has been incredibly helpful, professional, and consistently quick to respond to any questions or concerns I had. Her knowledge, patience, and genuine willingness to assist made the entire process smooth and stress-free. It's rare to come across someone so dedicated and attentive--she literally responded to me in under a minute, even though I'm already a member of Virgin Active. Truly amazing service. Thank you very much, Olga,

We arrived 5 minutes early, but due to a quick registration process, we were just 1 minute late to class. Unfortunately, the coach was extremely rude and refused to let us in, without even listening to our explanation. The lack of empathy and professionalism was very disappointing. We understand the importance of punctuality, but a more respectful and understanding approach would have made a big difference. This experience left us feeling unwelcome and dissatisfied.

Faiz at paya lebar is very helpful and attentive. He attended to my renewal issue and help me to get it settled promptly. Really appreciated his good customer service in Virgin Active.

I am deeply disappointed with the treatment I received in today's Body Pump class with Shirley T. My class was scheduled for 9:00 AM. I arrived at the venue at 8:50 AM and, due to difficulties with the locker system, entered the studio at exactly 9:00 AM -- not a minute later. She barked "YOU'RE LATE" in a completely humiliating and demeaning way in front of the entire class. Despite it being 9 on the dot, I was summarily dismissed by the instructor on the grounds of "lateness". Let me emphasize: I was not late, it was 9 AM on the dot. I walked into class at the precise scheduled start time. To be punished for this -- and outright barred from participation -- is not only unreasonable but absurdly arbitrary. It suggests a rigid rule enforced with no regard for fairness, common sense, or basic respect for paying participants. The reception team, I must note, was professional and kind, but this experience with the instructor leaves a terrible impression. If this is how new students are treated, then potential newcomers deserve a clear warning: expect inflexible and punitive enforcement of rules that defy logic. I strongly urge management to review this instructor's conduct and consider whether such treatment aligns with the standards of hospitality and professionalism you presumably aspire to uphold. For me, this experience has been not only discouraging but alienating -- a wholly unnecessary display of unwelcoming rigidity.

I have been with the gym for 3 years and I use to have a good experience here but it has started to go downhill. I was overcharged since June 2025 and after realisation, I initiated a refund process the same month. After many back and forths, speaking to 6 different receptionists and "I will get back to you"s, I was still consistently getting overcharged. It is now October 2025 and the refund is nowhere in sight. Team does not take the initiative to update on progress until I call/email them. I have been patient for 5 months and unfortunately have to leave a bad review due to my extremely negative experience.