David Lloyd members are outraged by ‘mouse infested’ and ‘moldy’ gyms ‘infested with flies’ – and accuse staff of posting ‘fake’ Google reviews to cover it up

Upmarket gym brand David Lloyd has been accused of posting ‘fake’ reviews of its clubs’ facilities online to cover up damning customer testimonials exposing unsanitary conditions – including restaurants infested with mice and restaurants ‘covered’ in flies.

Dozens of members of the fitness club, which charges up to £219 a month, claim reviews describing its facilities as ‘excellent’, ‘amazing’ and ‘fantastic’ have been written by staff members.

MailOnline has discovered that at least five staff have written a diverse collection of glowing Google reviews for multiple different industries, without revealing their employers.

It is an advertising practice that the British advertising watchdog has criticized.

‘Companies should not pose as reviewers,’ the Advertising Standards Authority told MailOnline. ‘They must also make any commercial interests clear with relevant testimonials.’

According to Brightlocal’s 2024 Local Consumer Review Survey, more than 80 percent of consumers rely on Google reviews to inform purchasing decisions, making them essential to business reputation.

Anyone can leave a review on a company’s official Google page, as well as rate their experience out of five. Google uses this data to calculate an average star rating for each location.

Despite having been with the fitness brand for more than two years, sales manager Stacey Jasiewicz wrote about the Kingston location, according to her LinkedIn profile: “I saw the remodel on Instagram so I thought I’d check it out and I decided to give it a try.” registered on site. .

Members of David Lloyd Purley have taken to Facebook and Google to share their grievances about the club, including the ‘filthy’ conditions in the changing rooms, where some have seen mice.

Members have complained about moldy ceilings in some British clubs, despite glowing reviews written by staff.

‘Great club and the team here is incredible! What a gym!!’ The club has a total rating of 4.2 out of 5.

David Winch, a senior sales manager for the brand, posted five-star reviews for eleven David Lloyd Clubs, including Purley, Cheam and Raynes Park locations.

He praised the ‘fantastic nursery’, the ‘great atmosphere’ and the spa which is ‘a great place to relax’.

Molly Stringer, sales consultant at David Lloyd, wrote that she ‘loves’ the Purley branch.

“It’s very convenient to be able to work somewhere and then finish the day and enjoy a session at the gym and spa,” she said, adding that “employees are also welcoming.”

Disgruntled members responded to the series of glowing reviews on some branches’ Google pages, highlighting the conflict of interest.

Daniel Mensah suggested that some reviews on the Purley branch’s Google page had been mysteriously deleted, which he said was due to ‘staff being called out for posting fake reviews’.

He highlighted moldy toilets and showers, a leaky roof, flies in the clubroom, untidy locker rooms, damaged tennis court floors and broken water fountains.

Members have posted images of worm-like creatures spotted in the showers of the Purley branch. One customer wrote on Google: ‘Probably about 987 of them flying into the restaurant ceiling. This place is disgusting, they should throw the whole place in the trash and start over. Don’t participate, EXPENSIVE and dirty!!!’

Customers have also complained about issues with facilities such as broken showers and toilets and a lack of hot water.

A woman called Lucy W, who left a two-star review for the Purley club, which has an overall rating of 4.1 out of 5, wrote: ‘Staff adding five-star fake reviews claiming to have been members of DL clubs and tours on and to have had the country down – unfair to say the least!’

Lucy’s experience with the Purley club is far from the ‘great club and atmosphere’ sales manager suggests, according to her Google reviews.

The changing rooms and toilets are “constantly smelly and filthy,” she writes.

‘Showers and toilet doors lack basic features such as hooks. The outdoor pool is always full of leaves, sand and dirt. Water cuts happen every other week, meaning there are no toilet, shower or fountain facilities.”

Other members have shared images of mice said to have been spotted in David Lloyd Purley’s restaurant, as well as worm-like creepy crawlies and moldy ceilings.

Three customers have told of a fly infestation at the Purley branch, with the insects ‘all over the lounge’, with ‘approximately 987 on the ceiling of the restaurant’.

Other industries, meanwhile, have received their fair share of similarly scathing criticism online.

More than 15,000 members have joined the David LLoyd Clubs Complaints Facebook group, where they share their disappointment about the experiences of the expensive clubs.

A member of the Chorley branch – who has an overall Google rating of 4.5 – posted a review in April describing her club as ‘absolutely filthy’, with the women’s changing room floor littered with ‘dirty nappies’ and ‘hairballs’. .

MailOnline has discovered at least five David Lloyd employees who have left glowing reviews on Google of various branches without disclosing their conflicts of interest.

And those paying for the club facilities in Dudley and Chigwell (rated 4.2 and 4.5 respectively) told of toilets with ‘one urinal on offer but filled to the brim with urine’ and ‘regularly broken, smelly and overflowing’ .

David Lloyd, which has 133 clubs across the UK and Europe, offers high-end gyms, heated swimming pools, racquet sports with ‘championship quality’ courts, ‘restorative’ spa facilities, children’s activities and play areas.

Members can also enjoy comfortable and welcoming club spaces for a restaurant-quality meal. Membership prices range from approximately £94 per month to £219, depending on the club and facilities chosen.

It is considered a more expensive choice than other pricier gym brands, such as Virgin Active, where the highest rate is £148 per month.

That was the case last year reported that the private equity firm that owns David Lloyd, TDL Capital, was preparing to sell the company for an eye-watering £2 billion.

A spokesman for David Lloyd said the company had made ‘significant investments’ in the Purley club, including the addition of an outdoor swimming pool, spa retreat and terrace.

They added: ‘We invest in our clubs to ensure they operate to the highest possible standards and take member satisfaction very seriously.

‘We urge members with concerns to contact us directly so we can resolve them as quickly as possible.’