Tunbridge Wells Sports Centre

I would not recommend this leisure centre to anyone. It is by far the worst sports centre I have ever used. The customer service is absolutely dreadful. Staff are often unhelpful, give conflicting or incorrect information, and it is almost impossible to get hold of anyone by phone because calls are rarely answered. The swimming pool and changing rooms are often dirty, and there is visible mould in several areas. The sauna is regularly out of order, and the pool is frequently closed because of problems with the chemical levels. Even when it is open, it is often far too crowded. On several occasions I arrived for a swimming session that I had booked in advance, only to be told I had to wait because swimming lessons were still taking place. If people are booking a specific time slot, they should be able to use the pool at that time. The change of operator was handled terribly. I wanted to cancel my membership, but it was impossible to do so during the transition. As a result, I was charged for another month even though I had already decided to leave and no longer wanted to use the facilities. To make matters even worse, when the centre was closed for around two weeks because of the water supply issues in Tunbridge Wells, members received no compensation whatsoever. There was no refund, no discount, and not even a goodwill gesture, despite paying for a service that was unavailable. Overall, the cleanliness, organisation, communication and customer service are well below the standard I would expect. There are far better leisure centres available, and I would strongly advise people to look elsewhere.

· via Google

Probably some of the worst customer service I’ve had over a period of time. With the new takeover of the leisure centre, I really hope customer service improvement is front and centre of this. I just phoned trying to make a tennis court booking (I’m a member) as the app isn’t working till 1st July. The delightful lady couldn’t have tried to get me off the phone any faster. I could barely understand what she was saying. Really terrible but it’s a necessary evil as they have the only indoor tennis courts in the surrounding area

· via Google

Where to start? Men's health suite changing rooms smell like several people died in there a long time ago and it's never been addressed and no ventilation. It needs incinerating. 3 out 5 exercise bikes not working the past 5 months since before xmas. When a rowing machine packs up, it's out action for 6 months. Summer 2025, air con in front studio packed up the entire summer, was like a sauna. Manager totally disinterested and not bothered. She is invisible and hides in the office all day. Swim lanes so over-prescribed you can see the toenails of the person in front of you, just ridiculous numbers of people. No financial incentive to stay. £42/month just to use gym and subsidize the pool, which can't be used due to aforementioned high numbers. Gym is overrun and mobbed by school kids regularly, many who use it as after school club, but not all thankfully. They have a no-under-16s rule in the free weights area but nobody polices it and weak manager refuses to put clear signs up. There are 2 signs but microscopic, nobody can even read them. Consequently there are very often 12 and 13 year old boys/girls trying to flex their muscles in an adult gym. Very occasionally, instructor Vicki asks some to leave. Now the music system seems to be not working, so... they playing Heart FM at full blast on the TV with adverts every 10 minutes so loud even with ear buds, its hard to ignore it. It's unbearable. So I can't put up with any more and today cancelled my membership after 2 years, I've had enough and going elsewhere to proper gym with friendlier people which costs less. Alex the gym instructor is brilliant but totally wasted up there and 1 or 2 people on reception are nice as well.

· via Google

The facilities are in terrible state, not clean at all, see lumps of hair on the floor, flies on the walls. There's no light, on the changing rooms. Toilet rolls are damaged. I cannot understand how can a sports centre get into this state, when has so many members in the gym, swimming, other private companies rent the space. So it can't be lack of funds. The health and safety of all the members are at risk, especially the small kids like my son. The sports centre also host swimming competitions as well as other sports, how can Royal Tunbridge-Wells be hosting sport events in that state?

· via Google