Bannatyne Reviews 

Extremely disappointing customer service and a complete lack of compassion.

I have been incredibly disappointed with my experience with Bannatyne Health Club, Coulby Newham.

I contacted the club to cancel my membership, having missed the cancellation deadline by just TWO DAYS. The reason for this was that my grandmother had sadly passed away the previous month, and understandably, dealing with a bereavement meant cancelling my gym membership wasn’t at the forefront of my mind.

I explained the circumstances and asked whether some discretion could be applied given how small the delay was and the personal circumstances surrounding it.

Unfortunately, the response was essentially that the terms and conditions had to be followed and an additional full month’s membership payment would still be taken.

I then escalated my concerns, explaining again that I was simply asking for a little understanding and a goodwill gesture. The response from the club was a refusal to refund the additional payment, with very little consideration given to the circumstances.

I completely understand that businesses have policies and cancellation terms. However, there should also be room for common sense, discretion and basic human compassion.

To charge someone an entire additional month because they missed a cancellation deadline by TWO DAYS, despite explaining that they were dealing with the death of their grandmother, is incredibly disappointing.

I have now escalated this matter to Bannatyne’s head office, as I do not consider the way this has been handled acceptable.

It’s not even about the gym facilities at this point. It’s about how a paying customer has been treated during an already difficult time.

I would have expected considerably better from a company of this size.

One star for customer service, and a very disappointing experience overall.

Good Luck getting out!!

Contacted Bannatyne Leicester to cancel my direct debit as I had moved. They asked for one more payment before I cancelled which I complied with.
I contacted them a few days ago as my bank had warned me money was going out, and asked them to check as it looked like my DD hasnt been cancelled. THEY IGNORED ME!! Despite me using the exact same email they contacted me through previously!
So now I am £40 down and getting no response from them.
Unfortunately the bank claims it has to be cancelled on their end. Thats clearly how they lock you in.

So don’t bother unless you want yo part with money for nothing!

They kicked me out because after months of people banging on about football (the World Cup) in the changing room I said there’s more important topics like genocide and crimes against humanity. I will never understand man’s obsession with kicking a ball around on the field and the fact 19 year olds are being paid ££ millions, that’s a death sentence. The legal guy is a coward also walked right past me and then sent me a shady letter afterwards.

★★★★★ Kaylum: The Gold Standard of Bannatyne Customer Service!

I’ve visited multiple Bannatyne health clubs across the country, and I can confidently say that Kaylum is, without question, the best Bannatyne employee I’ve ever come across when it comes to customer service.

I regularly see him at both Bannatyne Grove Park and Bannatyne Orpington , and one thing never changes: he always has a smile on his face.

He’s constantly chatting with members, offering advice, helping people and creating such a friendly, welcoming atmosphere. Every single time I see him, he’s engaging with someone and genuinely seems to enjoy what he does.

I genuinely believe Bannatyne should consider featuring Kaylum in future marketing campaigns because he represents exactly what excellent customer service should look like.

In fact, I’d go even further: Kaylum should be Bannatyne’s North Star for customer service. If every employee approached members with his level of warmth, positivity and genuine friendliness, the customer experience would be exceptional across the entire company.

People like Kaylum deserve recognition. He’s not simply doing his job; he’s making the experience better for everyone around him.

An absolute credit to Bannatyne. I hope senior management recognises what an outstanding employee they have!

I'm just back from Bannatyne Spa Mansfield. Read my review here.

We have had a wonderful couples spa day! We were greeted by Beth & checked in immediately! I'd forgotten my bag so hadn't got the voucher but that didn't matter! We'd already completed the online medical form had been emailed. I had an hour in the gym whilst my very obliging husband drove 17 miles home to retrieve my bag - he obviously didn't moan! 🤔😉 The Mansfield Bannatynes had been either rebuilt or totally refurbished since our last visit! To be honest I hadn't been looking forward to our day as the reviews weren't great & we'd been underwhelmed last time! But as it was a gift from our son & his girlfriend we felt obliged to use it! How wrong we were the facilities were great - gym, pool, hot tub, steam & sauna all clean, not too busy & all in working order! Changing rooms, showers & toilets fab! Had a lovely light bite in the cafe - cheese & ham toasties, side salad & chips & a cappuccino - very reasonably priced & friendly service once we ordered to the table. We had 35 mins of treatments included - I had an amazing back neck & shoulder followed by a foot massage - given by Lucy! Felt amazing afterwards - she was lovely! Neale had back massage followed by scalp massage - given by Rosie! He said much better than the ones he had on other spa days & I completely agree! We then went into the relaxation room - heated tiled beds - Neale fell asleep! Had another swim, hot tub (massive) & steam room before we showered & headed home! Saw Beth throughout the day & she constantly checked that we were enjoying our day! 🙂 The day was fabulous - had my preconceptions totally changed! Well done to the team at Mansfield Bannatynes! 👍🥰

Caroline

I had a full body hot stone massage voucher, for 1 hour . When it came to using it ! I had to pay £6 extra.
I arrived at the time it was booked for as nothing said to arrive before time slot.
I felt rushed straight away when it came to getting ready no time to put hair up etc. the massage was ok, I got dressed & went to the bathroom on my way out, walked to my car & when I looked at the time I had only been 55 minutes. It’s taken 3 shampoos to get the oil out of my hair.

To The World

Duncan Bannertyne Ceo Former Dragon on Dragens Den

I have emailed Sir Mark Rowley met police commisioner of the Met Police to ask the police to get the cctv. I asked Duncan how long did it take for his manager omagi to walk from the pool through the lockers where no cctv was. they refused me. I now have to change the locks on my house. The Manager took my bag from pool side to his office without asking just 5 people in the pool. This was a deliberate action to cause me stress.

Ducan Bannertyne is the ceo and former dragon from Dragens Den
All complaints were reported to him and the police. Instead of investigating the gym staff campaign against me he barred me.

Well done dragon man. Well i will be getting a court order to name Duncan and the gym to get one million signatures to lobby the government to change the law on data protection. The police do nothing to get cctv and a certain type take advantage of this. Now let the legal fight back begin. I want the law to allow us to check cctv with the out police. The ICO say this is legal. but to hide a crime organisations say wait for the police who may never come

who is this unlucky at multiple gyms with constant tyre punctures and scratches

A Gym staff is either friends or related to neighbour who has been terrorising my family for years

The staff at multiple sites have been causing damage to my car and giving members of the public access to my locker. Who else knows i am at the gym

Folkstone Gym my car gets numerous scratches and Duncan did nothing

Ashford gym i suffered racial abuse by the reception staff who also let a man into my locker. they refused to give me the locker log. why?
Car scratched and damaged here

Chingford gym my wing mirror was broken

Essex gym my wing mirror was broken

Grove Park for the first as i leave my bag pool side and the gym manager omagi took my bag from the pool side with out asking just 5 people in the pool. he then refused to let me see the cctv on his office

The gym staff whilst i had kent police on loud speak banned me from the gym because i didnt swipe my band at the barrier. A simple things.

I felt very threatened by there three male staff.

For years i have had my bag pool side and no said anything. why now

I will be suing the gym now

Spa, Dunfermline

⭐⭐⭐⭐ Kirsty is fantastic - professional, friendly and welcoming. Highly recommend!

As the title suggests we weren't impressed. We live in Darlington the home of Bannatyne so you'd expect a top quality experience. My partner & I went to Bannatyne's restaurant during 'restaurant week'expecting a lovely experience. We arrived 10mins early & got sat straight away. We thought this is swift, the lady said she'd be over to take our drinks order. We waited 20mins before I attracted a girls attention who said she'd send someone over, 15mins later a girl came over not to us but the table next to us who arrived after us(I was seething by this point... no drink no order) the gentleman on that table told the girl that we'd been waiting longer than them so we eventually got to place our food order. Still no drink order! We eventually got our food... my partner had to send there main course back to the kitchen as it wasn't hot enough after requesting it to be hot at the point of ordering(I tasted it & agree it wasn't hot enough, its a pet hate). My partner is diabetic & I'm lactose intolerant but there was no choice of desserts for us. Chatting to the couple on the next table the lady pulled a long hair from her food as we looked on... not impressed she couldn't eat anymore. To end my review our experience of the restaurant was beige... the decor was beige... the staff were beige... the food was beige. I wouldn't recommend this to anyone . Sorry.

Very disappointed after purchasing a wowcher for a Pick me up spa day . It was advertised as 30 mins experience, free gift and an eye mask .
The experience I received was a massage of 15 minutes with no eye mask or free gift . Far from the pick me up spa day promised, I came away feeling really down and ripped off.
I complained to bannatyne Tamworth and they offered a half price treatment next time, a bit of an insult when I already paid for a treatment that wasn't fulfilled.

absolute nightmare of a company. Bought 3 virgin experience days, went to book, but cant book three at a time! called spa we wanted to go to and they cant book virgin days. no phone number and no response to emails. Absolute farce. when we did get a call they had the nerve to say that as one had been booked we were going to lose it. promised to call back to sort out and nothing. absolutely shocking that they sell their days via a third party!!!!
date not relevant as ongoing for 6 weeks!!!

DO NOT BOOK HERE !
Dirty, broken, old, mouldy facilities. Staff- rude and unprofessional therapists
Have complained to the spa I attended directly - thobbed off with emails asking more info & then more details in which I did and NOTHING.
Complained to higher and they was more concerned about which email I used to book. No one took accountability of an AWFUL day an AWFUL expierence. Waste of money and time.

In the Bury St Edmunds club, they sell to many day passes and so, frequently there is little or no space for members around the pool and spa area. They refuse to remove towels that have been left on chairs [despite saying that they would] so their day guests can go for lunch, massages etc. whilst keeping their seats by the pool to the detriment of members. Think about joining other clubs in the area

Stepps Bannatynes

I’m reluctant to leave a bad review of Bannatyne’s Stepps, particularly as I have a lot of respect for Duncan Bannatyne, but I feel completely let down by how this has been handled.

I signed up for a membership but suffered an injury before I could use it. I have never once stepped foot in the club. I have paid towards a membership, received no services, and now have debt collectors chasing me.

I have tried calling the manager, David Fitzpatrick, three times to discuss the situation. I have made an effort to resolve this directly, and I expect management to engage with me and explain these charges.

To have paid, never used the facilities and then face debt collection feels deeply unfair. This experience has left me feeling angry as my credit is being hugely affected.

I want management to review my circumstances, explain the alleged outstanding balance and work with me towards a fair resolution.

I’ve recently joined the gym and have been made to feel very welcome from the start. The facilities are excellent, with a great variety of classes to join in with if you wish. There’s also a swimming pool, sauna and steam room, which are perfect for relaxing after a workout.
Naomi, the coach, has been so welcoming, friendly and informative even with diet. She’s really helpful and is helping me build my confidence in working towards my goals.
Really pleased I’ve joined and looking forward to getting fitter, stronger and healthier! Highly recommend! 💪😊

Banatynes Bury St Edmunds just brilliant.Been there 4 weeks and Gary Sam Jane and all the team there brilliant.Very very impressed with cleanliness friendlyness and standards. Nothings too much trouble well done and thank you.⭐️⭐️⭐️⭐️⭐️

Brilliant classes.. gaynor is the best 💪❤️

Banatynes Hastings, unfortunately don't know how to apply rules, allow people loudly speaking on mobile phones when there are posters saying this not allowed, according to the manager it's very hard to police, broken equipment taking weeks to fix no urgency, very concerned with the amount of black mould in the showers, this will be reported to the council unless this issue is fixed, has been reported several times.
Mobile phones also bring used in changing rooms but management and staff ignor when told.
It is clear they really do not care about their members but just taking their money, as soon as a new health club arrives will be moving.

The staff especially the manager and his assistant manager. do not care about there customer's the place is a dirty mess charging £63,50 heard staff slagging other staff off in the men’s changing rooms how the women do nothing save your money this place is a overrated dump 0/10

Staff are rude the place is dirty no room to use anything. Save your money DO NOT USE