Better - Pools on the Park Anmeldelser 

Excellent customer service, detailed explanation which were clear.

Initial session with instructor was very good. This review is about that.
Welcoming and friendly and professional. Showed me equipment which has some good things for people with back problems , like myself and some good excersise for me, taking me through step by step. Its only the first of a three month program, and obviously I need more instruction to remember it all and see which bits work best for me. Was hoping for two sessions this week, but will go another day by myself this week and do what I can. I am an older person doing this to gain a bit of strength and stability and keep some flexibility. My next instructor led session is next week.

All venue in Richmond is by health and higiene not correct. Dirty, yoo hot shower not possible to regulate the temperature and pipe are broken. I1 cold water which is there is not working.showers, changing rooms, the storage cupboards all dirty and ventilation is not working. Hairdryer too. I did apply for membership and after first and my last visit I ask for my cancellation and refund and it’s almost week and nobody contact me. Very bad experience and disappointed. Manager not helpful at all. 😢

Terrible app, outdated facilities

Not my usual gym , but working in the area and the staff was really helpful. Loving the outdoor pool area. We will be back for sure .

Well there's been consistent issues with my concessions membershp over the last couple of years and I've spoken to the head of many times.

I go for the gym 3 times a week. But I'm the last few months it's getting noisier and noisier with hoovers, staff standing around chatting for ages and no policing of the weights to tell lifters not to drop the weights into the floor from a height. I've seen altercations from others telling them to stop and it getting a little aggressive.
On a Sunday the gym has often been covered across the floor with mud from what i can only think is football or rugby players coming in. I've mentioned this to the vet helpful Italian gym staff member who makes the effort to clean it up.
Generally the staff are very nice and good but staff from elsewhere do come in to chat, maybe management.
But the worse issue is the allowing of members to use the pool and letting them walk from the pool part the pool changing rooms, down as the corridors and into the gym changing area soaking wet dripping in the benches and the floor gets soaked and slippy which ilder members need to be careful of. The chamging room lockers are the worse I've seen. Lots are broken some lockers won't work, some swallow the 1 pound coil and needs a staff member to retrieve it and others have doors hanging off hinges that I've never seen repaired!
There's often a terrible smell in there from drains and this has all been commented on by other gym members. I've know many leave saying it's the worse of the better gyms they have been to.

The staff are always helpful and sympathetic. The centre have great instructors who are knowledgeable, motivating, and know how to differentiate the workouts so everyone, regardless of ability or fitness level, get the most of it.
More than just a gym, it is a community where everyone (staff, instructors, members) support each other and create a safe space for everyone

It’s so much easier to book and the lanes are wider meaning that it is so much more comfortable to swim

So far so good teachers seem nice, I would say the condition of the actual gym, pool and changing rooms is a bit dated . Could do with some refurbishment . Changing rooms and facilities seem a bit dirty

My son has been doing swimming at Pools on the Park for the last 5 years. Since Better took over the lessons they have been absolutely dreadful - Better had an interesting plan but not enough teachers to deliver on it. At the moment (April 2026) there are over 15+ children in the pool (across multiple levels, most basic, some very advanced)and ONLY 2 teachers (surely that’s a Safety Hazard with small children in a pool?!?). Firstly, it’s a struggle to fit as many children in the pool. Secondly, lessons are only 30 mins (which is the standard length) but with so many children, the level of instruction is incredibly low. I can say there are classes where my son has done no more than 3-4 goes in the whole class.
We’re changing swim schools of course, but if you’re thinking about joining because classes are cheaper - it’ll end up costing you more as they really don’t learn much beyond floating.

nb. To note this has nothing to do with the ability of the teachers. It’s all in the management scheme they’ve changed to.

Good customer service in place. Professional, polite & say to speak to in order to resolve any issue you have with your membership/app hiccup.

Amazing staff!They helped me a lot.Im so grateful.

Great swimming facilities.

The facilities at Richmond Pools On The Park are filthy and is not up to the standards of other Better gyms. High level and low level cleaning are both being over looked and require urgent attention. The paving areas around the pools are not being kept clean and tidy. There is a build up of dirt, rubbish and discarded equipment in front of gym windows and around the exterior of the building. The external paving needs sweeping and jet washing on a regular basis. Deep cleaning is not taking place. Lockers are not being wiped out. Changing cubicles walls and doors are not being washed down. Wall tiles are not being cleaned. Upper and lower windows are in an extremely dirty state. Mirrors in gyms are not cleaned to a good standard. The yoga room floor is often not being cleaned on a daily basis, there is often dust in the corners. The floors in gym areas are not cleaned to a sufficient standard, there is dirt in the corners, under and around equipment. Gym equipment is not being wiped down on a daily basis. There is a general build up of dirt in the corners of where floors meet walls etc. Shower walls are not being cleaned. Base boards and wall plinths where walls meet floors are being over looked and require regular scrubbing. Things need to be moved when cleaning, there is a build up of dust behind doors. The floor balcony areas plus all around the staff room and the top of the staff lockers are in a shocking condition with engrained dust and grime. The scrubbing of tiled areas around the pool appears not to be efficient or organised as areas are missed or overlooked. This is a beautiful building, staff should be proud to work here and hopefully want to work in a building that presents to a high standard.

This was my first time back in a gym after approximately 2 years. I have been recovering from cancer and 2 major operations last year. But the staff made me feel welcome and enabled me to feel confident with the equipment in the gym. They were patient and understanding and this has helped with my confidence.

New systems are misleading, staff have had hardly any training on systems, stressed out unhappy staff including the customers when issues arise and noone knows how to deal with difficult situations. No improvements made at all, staff being kept in the dark, staff finding out information first hand from members instead of management, why is this the case? Members have left or going to leave, both members and staff complain daily and yet nothing gets done about their frustrations regarding the company, feedback from staff: little to no communication at all when asked questions relating to the Operational side of things, no staff moral, staff used to be cheerful and happy to serve customers at the forefront of the company, now the environment is too regimented, uninviting and too strict, staff seem disinterested in their work, no flexibility and staff have mentioned that there is no support from higher management.

Perfect environment for miserable ROBOTS!

Vast improvement since Better took it over - the online booking us actually usable! I love outdoor swimming there - and the building is a classic of its kind.

Absolutely dreadful. My membership which was renewed with the local borough in July has been suspended by this company-asking for evidence that had been supplied time and time again but not actioned. Alexandria in customer services is particularly unhelpful and unresponsive. I will be escalating my complaint

Sam was tremendously helpful in getting me set up with a membership. Having such excellent customer service was much appreciated.

Merger with Richmond has been badly planned and badly communicated. My wife and I have had 2 months of hassle while our membership was moved over. Let's hope they run a sports centre better than an integration project!