WEMBLEY, YOU SPOKE. WE LISTENED.

Dear Collection, Urban Club Member,

Thank you for taking the time to share your feedback with us through our member surveys. Your comments help us understand what matters most to you and where we can make meaningful improvements to your experience at Collection Urban Wembley Square club.

Since reopening, we have welcomed many members back and have seen great enthusiasm for the club and its offering. We also recognise that settling into a new rhythm takes time, and that some areas of the experience have not always been where they need to be.

We want to share some of the actions we are taking in response to your feedback.

GROUP EXERCISE, MAKING MORE ROOM FOR WHAT YOU LOVE

We have been reviewing class attendance, demand and the timetable to ensure that we are making the best use of the classes on offer.

• Additional Reformer sessions have already been introduced.
• We have been expanding selected class offerings across Exercise to music,  Aqua and Pilates.
• We are actively monitoring class demand and attendance to guide future timetable decisions.
• Our team is keeping a closer eye on waiting lists and class bookings.

A LITTLE HELP WITH CLASS BOOKINGS

We have also identified an important opportunity to make more class spaces available to everyone.

When a member books a class but is unable to attend, cancelling at least two hours before the class starts allows another member on the waiting list the opportunity to secure that spot.

When bookings are not cancelled within this timeframe, spaces can remain unavailable to other members, even when they are not ultimately used. This can create the impression that classes are fully booked when, in reality, some spaces may go unused.

Please remember to cancel your booking as early as possible if your plans change. Our booking system also monitors non-attendance through its strike process, with repeated breaches potentially resulting in the temporary removal of booking privileges. We are actively monitoring this process to ensure it is applied consistently.

MORE SPACE AND BETTER FLOOR FLOW

We have been reviewing how equipment and training areas are arranged to improve the flow of the gym floor and make better use of the available space. Our team is also spending more time on the floor, helping members explore alternative training options and making sure equipment and shared spaces are used considerately.

EQUIPMENT AND TRAINING OPTIONS

We have identified some additional equipment requirements and are working through these, including sourcing further functional training accessories such as foam rollers, stability balls and BOSU equipment.  These will be in the club before the end of the week. In the meantime, our team is working to make the best use of the equipment available and help members find alternatives where needed.

PARKING, HELPING MAKE ARRIVAL EASIER

We understand that parking has been a frustration for some members. Our team has been engaging with the relevant parking stakeholders, although we have not yet been able to secure a dedicated additional parking allocation. We have redirected staff to assist around McKenzie Street and are increasing support at the parking validation points to help members with the process.

LOCKERS AND CHANGEROOMS

We have reinforced the locker-opening procedures with our teams to ensure that lockers are accessed correctly and that members' belongings remain protected. Our Housekeeping and Host teams have also been equipped with additional support to help resolve locker queries more efficiently.

WE'RE HERE TO MAKE YOUR EXPERIENCE BETTER

Your feedback gives us the opportunity to keep improving, and we are committed to listening, taking action and making the changes that matter. If there is something you need help with, or an opportunity for us to make your time at Wembley even better, please speak to one of our team members. We would love to help.

Thank you for being part of Virgin Active Wembley. We look forward to seeing you soon!

Kind Regards

Roche Gerber and Llewelyn Cronje

Club General Manager and Assistant Club General Manager

The Virgin Active Wembley Team