We have strong suspicions that some employees at this gym exhibit significant racial bias against Asians and discrimination against women. Myself and a few other Asian female students often encounter situations like this: when the swimming lanes are full, we wait in the resting area for an available lane, but the staff never asks others if they can share a lane with us, which we believe they should. However, when we are swimming, the staff comes over and demands that two or three of us must share one lane, without making the same request to others in the pool. They claim that if we don't comply with their instructions, we will be expelled from the gym. In fact, the same incident happened yesterday when a coach with pink hair rudely insisted that the three of us share a lane. We clearly stated that we would finish our training in 10 minutes, which we did. Nevertheless, the coach still required only the three Asian women to share a lane or leave the pool. We requested to speak to the manager, but he remained indifferent. After we finished our training, the coach still did not let us see the manager and denied his previous behavior. This situation has occurred many times, and each time we feel deeply upset about this discrimination. We hope the management will review these comments and make it clear whether this gym allows Asians to swim and if women are required to yield to men. It is important for customers to understand that such discrimination is individual behavior and not part of the company's culture. We hope that future Asian women who come to this gym will not experience the same situations as us.

After spending 1 month as a member of the W gym whilst on a business trip in Kenya on my final day before flying back to Dubai I attended the gym but was refused entry as my membership had expired by 1 day. (Had been going daily mornings & evenings when not traveling around Kenya for meetings) I explained that I was training for 2 hours then going straight to the airport after I had driven 30 minutes from my apartment in Nairobi. Again I was told by the front desk who was apparently the duty manager (needs training in management for sure) nothing they could do unless I renewed for 1 week at a price of 10,000KSH . I explained my business colleague and friend who I visited were also members for the past 2 years and also pay for coaching in addition daily so why could this not be waived? I was given a straight no with attitude so I have left with a bitter taste to a very successful visit for which my job is to promote global locations but unfortunately I will recommend to all not to use this facility as this is unacceptable! W Gym train your staff on customer service as they clearly lack not only training but common sense!

I signed up for W Exclusive Fitness at Westgate with high hopes. The gym looked fantastic, and the equipment seemed top-notch. But as we called in Hindi, “Hathi ke dant khane ke aur, dikhane ke aur” (appearances can be deceiving) My first week was a letdown. If you're new to working out, stay away from this place. They don't offer much help unless you're willing to pay a hefty fee for a personal trainer. And even when you try to find a trainer for assistance, they're often nowhere to be found or too busy with class or Personal training clients. For experienced gym-goers or those who can follow classes well, it might be okay. But if you're someone with specific goals in mind and need guidance, this gym falls short unless you're willing to shell out even more for personal training. Frankly, a basic gym with available trainers is a much better choice than this place, which promises a lot but delivers very little.

Pool is lovely and the gym looks great. However, the application process is an absolute nightmare and the customer service team unhelpful. I am three days into my membership and am yet to receive my card despite being promised that it will be ready the next day. As such, I am still having to pay for benefits at the mall that are included in my membership. The staff were blaming each other for the problems I was experiencing yet a solution was not being found. They need to shape up. I would not recommend this gym until they sort out their processes and fix their internal communication.

The gym is amazing , trainers are of top notch but I have a problem with the girls at the reception. Very cold (maybe moody) not sure the best terminology but someone should be tell them that they are the face of the gym. I have gone there three separate times and I find that gloomy reception. They don't introduce themselves nor even bother to ask your name .I ended up signing up for a different facility because the few times I came I was ignored. You can do better reception

Very bad customer service by the admin staff. My card has been blocked for over 1 month because I needed to present my renewed visa. I did so immediately and 1 month later my account is still blocked. I visit the gym 3-4 times a week, reminding them of the same every single time. Every time I am being given excuses and empty promises, latest by staff member Mercy. W gym - if you want to retain customers, this is certainly not the way to do it.

The excellent facilities and trainers are ruined by the horrible customer service and nasty people working at the front desk. I was shocked at the treatment I received by Mercy today at the front desk. She clearly was manipulating my records and claimed my membership had expired when I am certain I have another month to go. Thanks to this unacceptable treatment I will be finding a new gym.

Nice gym and nice trainers. However I STRONGLY recommend taking your contract home and reading it in detail before signing up. Membership details provided to me in writing via email by staff prior to joining turned to be misleading and incorrect - leading to issues during my membership. I will continue to go because, frankly, there is no competition.

Really poor experience. Very overpriced for what is not even that nice a gym. Pool is ok but there is a contingent of members who feel they "own" it and so staff will not allow you to swim until those people have finished. Absolutely would recommend saving your money and choosing one of the many better gyms in the area

I was about to join the gym but really was disappointed to see so many bad reviews about this place which is supposed to be great , I think management should take action against bad customer service,I am Not going to join as I don’t want to go through mental harassment at a place where u seek fitness and health

My congratulations to the management. I went on a trip around the world for a month. Christmas hadn't arrived yet but I found a lot of new toys at the gym. (New Tecnogym machines of the best quality) Thank you Santa Antón for the perfect choice of these toys.

Don’t get fooled by how big the gym is, their management and their systems are THE WORST. This is the problem when competition isn’t on the same level, places like these assume they have a free hand controlling and coming up with all crazy non-sense rules.

This gym seems to have everything except shoulder machines, those who want to build good shoulders have to use dumb bells only. I pay so much annually for membership, they need to add Shoulder machines...I don't understand why they are so cheap.

Reasonably good gym. Pricey thought. Doesn't offer daily guest passes. A week pass is 80USD. They close on the dot and will clear out your locker if you don't get your stuff out before closing time. Not even 30 seconds grace :(

One of the best equipped gyms I've been to in Westlands. The pool is heated and the facilities are clean. Very secure and you can train so well here. Trainers are very professional too

Scuh bad service i never seen anywhere else also the are bad staff who rob you full of shot service and trainer if i can gove it a 0 i would

W Exclusive wellness and fitness is very modernized and has variety of equipments , heated swimming pool and sauna. Well air-conditioned .

Trainers and receptionists always give you a warm welcome.Facilities and top notch and clean given the COVID-19 concerns. Worth a workout!

They mostly focus on getting more quand more members so the quality is going down. The pool is not as clean as before.

Nice &. Spacious facility. Ample gym equipment. Need a real Sauna not a modified steam room ...

Is a good gym but the price is ridiculous I hope the do something about it thanks guys.

Beautiful gym with top of the line equipment, many classes. A great place to work out!

Exclusive. Ample. It all comes down to the effective use of the available equipment.

Its a very well equipped gym . Also very clean ,nice enjoyable atmosphere to be in.

If you want to seriously achieve fitness goals, look no further! I mean it!!!

Best gym in Nairobi with amazing fitness instructors and well equipped

Modern gym with modern facilities and lounge area. Warm reception.

Beautiful gym but very expensive especially for short stay

Clean and complete service with hospitality by the staff

Very good place to work out Beautiful swimming pool ❤️

State of the art equipment. Very clean changing rooms.

Spacious ,high level of hygiene and well equiped

Healthy breakfast at the restaurant of the gym!

Poor customer service at the front desk!

Next level of fitness under one roof

Not worth it better options around

Very clean and nice

Amazing facility

Well maintained

Love it here

Awesome