Elmbridge Xcel Leisure Complex - Walton-on-Thames

Rach G.

Disappointed with Customer Service

I was extremely disappointed with my experience at Xcel Leisure Centre today. My padlock was broken, and all my belongings were removed from my locker without any prior warning. I understand policies are in place, but the way this was handled was unacceptable.

When I approached the manager, Jaime, to discuss the situation, she was rude and completely unhelpful. Instead of offering a reasonable solution or even basic customer service, I was met with dismissiveness. She refused to even give me a padlock just for the day to keep my staff safe and locked until I finished workout. So I had to risk and leave my staff unlocked. Spoke with other members of the gym and they told me there was no signs and reminders that they were going to do that as a result a replacement padlock was given to them but my case was totally different! And when I came back to the reception to mention that they told me they didn’t have to do that. A little courtesy and communication would have gone a long way. Very disappointing!! Also to mention my body serum oil was missing!

I’ve been a loyal member, but this experience has made me reconsider. I hope the management improves how they handle these situations in the future.

Simon I.

When we visit friends in Walton (we live in Nth Cal.) , the leisure center is a Great place for a workout and a swim. You can even go for a run along the river to Weybridge which is delightful in summer time. Lots of options at this facility.

Chloe T.

There's plenty to do, the softplay upgrade is really good and affordable, staff are nice and the swim teachers are great too. Only letdown is the place often stinks in the changing rooms / toilets and there's been maintenance work unfixed for ages.

roo N.

Great set of activities here. It was arranged for a youth group to use the supervised climbing wall one evening. Pleasant and safe.
Swimming looked good too. Will go again.

Manvi M.

Horrible management! Spoiled the party, where I was a guest. The hosts were told that for some delay reasons, they could extend their party by 10 mins or so.
The next party people came and started fighting with our hosts (agreed they were just a bunch of nincompoops!) but the management did nothing. I mean literally nothing! Such an abysmal management, no one to deal with a situation which was clearly a case of miscommunication and could have been easily sorted. I will never ever think of going for a party here.

Andy

Nice clean facilities. The pool was a great temperature and size. Really easy to book online. All the staff I engaged with, were very helpful and freindly. There's also a decent amount of parking.

The only issue I found, were the showers in the male locker room. There were only 2 (plus 1 disabled shower). Both were weak at best and the temperature was very up and down. One minute really hot, the next ice cold. Bit of a shame, because everything else was very good.

Ashley B.

Brought the kids to do a climbing wall taster session. Dave was fantastic and patient in training and working with them. Great experience and hope to be back soon!

brett P.

Very friendly staff ! And good facilities! We were In the area running a marathon nearby and went here and asked to pay to use the shower but they said we could use it with no charge which helped us more than I can say ! If I were local would be happy to be a member here!

Thanks again!