1Rebel - Bayswater Avis 5

Amazing facilities, very welcoming staff and super energetic instructors! My favourite reformer in London ❤️

I book a class at 6:30 pm through class pass and walk in to 1Rebel bayswater at 6:29 pm. I’m unaware of their rule that you can’t go into a class even if 30 seconds after it starts as I haven’t been there many times and was late to my first class with them and got in with no problem. I walk in, clearly unchanged and still need to get ready, and they sign me in. I start getting ready in the changing room and they announce on the microphone that there are 30 seconds to go into the room otherwise you wouldn’t be able to attend the class. I thought this definitely didn’t apply to me as they literally let me into the studio and was very obvious that I wasn’t changed and yet they didn’t say anything whatsoever about potentially not having enough time to get in and I could be denied entry. They closed the door and I open it and walk into the class with the clock literally still at 6:30, but the door had closed. The instructor stops the class and tells me to get out because the door is closed and I can’t participate, instead of just letting me start the workout without disrupting the class. I try to explain that 1. It’s still 6:30 2. I had no idea of this rule and asked if I could just stay. He tells me I need to get out and directs me out of the class (gently pushing me). I go to the reception and ask them why they would sign me in and wouldn’t make me aware of this rule when I was clearly never going to make it in time. All they could do was give me an attitude and say that they have strict rules and they can’t possibly guess how long it would take me to get dressed. Incredibly rude, very poor service, didn’t even try to offer me any solution, and severely lacked any emotional intelligence whatsoever. For sure never going back there again as it genuinely felt like I was speaking to robots who didn’t give a shit whether I got in or was upset or not.

I think the workout and gym is extremely well organized and trainers are professional and keen to help.
Showers and changing rooms are clean and in good shape.

[[update]] After rectifying an uncommunicated charge, it was made again days later. Officially leaving. DO NOT JOIN 1REBEL AS A SUBSCRIBER. If you are in the bayswater area, third space is coming soon.

Urgh. Heartbroken to write this as it was my favourite gym. They desperately need to sort out their super opaque charges and brutal customer service policies which lets an otherwise great offering down - I have previously written a 5 star rave review (and talked many others into joining me here as an evangelist) before seeing what the others were talking about.

I will spare you the details, but an unclearly communicated policy resulted in a charge, and honestly just the whole approach has made what was once my go-to place and hobby (I'm a long term unlimited member) feel like somewhere I no longer feel comfortable heading.

I'm now stuck between great instructors and horrible management, and am still undecided on what to do. Might be time to return to yoga and bodypump.

Really fantastic instructors, warm and friendly front of house team