Equinox Sports Club San Francisco — Local services in San Francisco

I came into this club with high expectations but unfortunately had a disappointing experience with the front desk staff.

I arrived on a Tuesday evening at 7 PM and explained that I wanted to tour the location because I was considering switching my active membership from the Berkeley club ($226/month) to this club ($305/month with a corporate discount). However, the staff member informed me that, due to the club’s different tier, I couldn’t do a walkthrough on my own and would need to meet with a membership advisor.

When I asked if a manager was available to assist, I was told there was none. I then asked if he could simply switch my membership on the spot so I could use the gym immediately. His response? “I can’t do that; you need to meet with a membership advisor.” This made no sense—why would switching an active membership require a manager or advisor? All that’s needed is to adjust which club bills me and the associated cost.

To make matters worse, he suggested I pay $45 for a day pass to use the gym. Paying for a day pass at a gym where I’m already a paying member, shelling out $226/month, is absurd. After I made it clear I wasn’t interested in the day pass, he asked again if I wanted him to charge my card on file for it.

What’s especially frustrating is how much worse the customer service was here compared to the Berkeley club. At Berkeley, I’ve had managers directly reach out to help resolve issues and ensure my experience as a member was positive. The contrast couldn’t be starker: while Berkeley provides proactive and thoughtful service, this club left me feeling like my loyalty as a paying member wasn’t valued at all.

Other locations, such as Beale Street and Pine Street, also provide far superior service:

Beale Street Club: Their staff were much friendlier and accommodating. When they couldn’t switch my membership on the spot, they apologized sincerely and took the initiative to connect me with their membership team. Pine Street Club: Also a great experience, with helpful and welcoming staff. For a club that charges significantly more, I expected much better. If you’re considering a membership here, I’d strongly recommend looking at other locations that value and respect...

The customer service here is not good and what you would expect for paying $325 a month. When I first signed up, they wouldn’t allow me to tour a gym (the pine street location) that I had already signed up and paid for and was rude about it. Then I upgraded my membership the next day to the sport club because I didn’t like the pine street location, and I was unable to find anyone to give me a tour of the new gym I signed up and paid for.

This I can let go, however it’s the false advertising that upset me. I had spoken to three different sales reps, and each told me that there were trainers in the gym that would be able to spot me when I needed a hand, which was a major selling point to me. I’ve been here 11 months and visit the gym four times a week consistently. And my entire time here, I haven’t been able to get a single spot from a trainer. When I ask, I always get the same answer, that they are busy assisting another client in their session. I inquired about this today, and another sales rep told me that this was an issue and that I should have been able to get a spot and that trainers should be on the floor at all hours of operation. I asked to speak to a manager about this, and then she informed me that this information was incorrect and that they only have someone around to spot on Tuesdays and Thursdays and from only from 5-7 pm and no other times available. This is entirely different than what I was told to get me to sign up for a membership (which was trainers are available at all hours to assist with spotting). Nothing else was done to fix this other than to offer me $100 off one month, which was a joke, considering they falsely advertised a service to get me in. And no one has checked back in with me after signing up about how my experience has been going at the gym. Overall, I’m completely dissatisfied with the customer service at equinox. They say they will get back to you, and...

This is a beautiful luxury gym and it has all the equipment you will ever need. The staff tirelessly cleans everything and it is spotless. my honest review after being a member: 5 stars: the space 5 stars: cleanliness 5 stars: location and upscale gym experience. A really nice place to hang out and spend a few hours each day. 5 stars: trainers and staff. 3.5 stars: signature classes are good but not great.

Over all 3 stars: why? 3 stars for hours of operation. Should be open until later on weekdays and weekends even with minimum staff. If 24 hr fitness can do it on $20 membership, these guys can too. 3.5 stars for classes: the classes are good but they are all 45 minutes and they don’t have a good barbell class that compares to body pump or a boot camp. Having a solid boot camp would earn 1 additional star from me. 2 stars: membership contract and ease of enrollment, but difficulty of cancellation if you have to do it under a year. This gym is extremely inflexible with any issues that come up with membership. Also, I found that their freeze policy is extremely unfriendly because they continue to bill you during the freeze period at full price. And then they extend after the one year mark. I hate that a lot of gyms have these types of predatory fine print policies where they don’t have any flexibility for their members. Just beware before signing up that it is difficult to change your mind or deal with if issues come up. 3.5 stars: price/value considering hours and wide range of classes.

Biggest improvements for 5 stars would be add a bootcamp for 1 hour. Extend hours of operation. Price is fine. It’s a luxury gym. I don’t mind the price if the...