Equinox Sports Club New York — Local services in New York

A Critical Review of Equinox: Unprofessional Management and Inconsistencies in Access Privileges

The primary source of my disappointment lies in the unprofessional conduct displayed by the management, particularly by Amber, a manager at Equinox. Additionally, inconsistencies surrounding access privileges, highlighted by the contrasting statements of Sherry and Amber, have contributed to my frustration. Explanation below -

Initially, my mom and her husband were attracted to Equinox by a promising deal offered during the COVID-19 pandemic. They were assured that this membership would grant them access to destination after Equinox had exited out of gympass. However, problems arose when my mother called with her husband and requested personal training services from Keston, a trainer recommended by me. Contrary to previous assurances, they were informed that access to these services was restricted due to the absence of destination privileges. This inconsistency in communication regarding access privileges caused confusion and dissatisfaction within the family.

Furthermore, during the enrollment process, I encountered additional inconsistencies. Sherry, a representative of Equinox, explicitly stated that I would not be eligible for the same deal as my mom and her husband because it was special detail they got after Equinox destination left the gym pass which they had, emphasizing the family's possession of destination access - as I had to pay more money then my mother and Sherry could not do anything to help. Fair , I paid more and did not get this deal, but my mother was promised it. This statement contradicted Amber's assertion that the reviewer's mother did not have destination access. Such contradictions erode confidence in Equinox's management and their commitment to transparent and equitable service.

The situation escalated when my mom and her husband's access to the gym was suddenly blocked after a phone call requesting personal training services. When the reviewer's mother visited the gym to sign up for training, she faced extremely unprofessional treatment from Amber. Amber's lack of preparedness and disregard for customer satisfaction were deeply concerning and not in line with the professionalism expected from a manager.

Additionally, it is crucial to address the aggressive behavior displayed by Amber, which further compounded the negative experience. Instead of actively listening to the customer's concerns, Amber repeatedly interrupted and disregarded both my and my mothers input and wouldn't let her finish a thought. This disrespectful approach not only escalated the situation but also left my mother, Regina, in tears. I had to step in to try to explain to him everything. Such unprofessional conduct is deeply concerning.

As a result of this negative experience, my mother has decided to escalate their concerns to Equinox's corporate management. Additionally, my sister, mother, and mother's husband have already canceled their memberships, with my planning to do the same at the end of the year. I firmly believe that paying a premium price should not entail being treated disrespectfully by management. I am now seeking a fitness club for next year that upholds principles of integrity, professionalism, and prioritizes positive customer experiences.

I tacked on an extra star because they keep their sauna at 180F + it's super nice and it's always really clean, the gym as well. The custodians...

I've been a member on-and-off since 2004 (when it was the Reebok Club) and a member of various gyms (including other equinox clubs) since I was a teenager. I have NEVER seen filth or mismanagement on the level I've seen since rejoining the Sports Club in 2023.

The locker rooms are filthy and unstaffed. Previously there was always one person upstairs and another 2 downstairs during busy hours. Now maybe there is one person for 3 floors. There are always dirty towels everywhere. On one occasion, a dirty pair of underwear was on the floor for at least an hour, another a large, dead cockroach lying by the jacuzzi. The hairdryers are so weak they couldn't blow out a candle. Several hairdryers have been "out-of-service" for months as has at least one shower.

Then, there was the day TWO MONTHS ago when I opened a shower door to discover dirty takeout containers, utensils and towels in the stall. The same day dirty, wet towels were also all around the locker, steam room and sauna. I complained to the front desk and in writing to management. Still waiting to hear back.

I've emailed the GM multiple times with NO response other than a AGM thanking me for "policing the locker room since he can't". Wait, they have no female employees able to enter the locker room to see it's filthy and lacking towels??? Are they unaware that they have nobody staffing the locker rooms.

There are also frequently people in the spa area who are clearly not members (you can tell because they have all their belongings including their purses and phones nearby and sleep on the lounge chairs). This in addition to people talking on speakerphone in the locker room. Of course there are no attendants to tell them that phones are a no-no in the locker room and spa.

The club's hours were so truncated Thanksgiving weekend that it was impossible to get to the gym for a workout. This was unlike every other gym in the city that had holiday hours on Thanksgiving and normal ones the rest of the weekend. When I arrived, the locker room was filthy, there were no towels, dirty/wet towels were everywhere including the steam room, sauna, benches in locker room. The lifeguard (is he even a certified lifeguard?) was unaware that since the club closed at 4, the pool would be closed a half hour earlier and offered me a lane reservation at 3:30 (when the pool would be closed). I gave up and went home since without towels, I couldn't even take a shower.

If this were a one-time issue, I'd be upset, but it's ongoing. I rejoined because I had fond memories of the well-kept facility, loved the classes and instructors and was able to swim. That is a distant memory.

Now there are significantly fewer classes, they aren't consistent (no more same class, same instructor 2 or 3x/week at the same time) and none in the afternoon (in ye olde days there was at least a mid-afternoon yoga class). The classes aren't very good and don't create the community that I enjoyed previously as a member. The few that are worth taking fill up within 2 minutes of opening in the app.

When I told an instructor that I was just getting back in shape after an illness and asked if I needed a mat, she nastily replied "only if you need it for emotional support." Another class had truly awful sped-up muzak. When I asked about it, the instructor said she doesn't listen to it, only picks out playlists that have the right beat.

A terrible experience. Wildly expensive ($350/month)....

I have had the worst experience at this gym and I highly recommend you go anywhere else than this specific Equinox. I was in the locker room last week with my husband and I had my phone because I am self-employed and purchase through auctions. Out of nowhere, the assistant general manager, whose name escapes me, comes down with what looks like Security and screaming at the top of his lungs for me to get off my phone And put my phone in the locker room. I immediately start getting dressed and comply, but asked why am being spoken to this way and why I’m being followed back to the locker room like a criminal. for additional context, I’m a gay black man who has two people following him back to locker room to put his phone away. My husband hears still screaming and comes over and says why are you speaking to him this way and says that we’re gonna leave which we proceeded to do, I immediately call the front desk in order to try to get a hold of the general manager Joe and also call Equinox Corporate to file a complaint. I also call my home Jim at Hudson yards and inform them that I believe this assistant general manager is going to try to revoke My membership last night, my husband receives a call, saying that his membership is revoked even though he’s essentially not involved at all, and that they have videotape of him hurling abuse at the assistant general manager. I speak with the general manager who admits that they don’t have any tape because they can’t in the room And he’s decided to revoke my husband‘s membership based on the word of his assistant general manager. We have paid nearly $1000 a month for memberships at this gym only to be treated like common criminals. DO...