I recently cancelled my membership at CityFitness Willis Street after an experience that left me feeling uncomfortable and disappointed. One day, a trans woman was using the open‑plan female changing room. Because the facilities aren’t private, I checked the membership terms and asked staff about their policy. At the time, there was no mention of trans‑inclusive changing rooms, and nothing had been communicated to members.
The manager told me they had asked this person to attend only during off‑peak hours, but that wasn’t followed on this occasion. When I suggested updating the policy or at least informing female members so we could make our own decisions about using the space, I never received a response. I also couldn’t find email address to escalate the issue to head office- so I am left writing this review.
I tried to continue for several months, but I no longer felt comfortable or confident in how the situation was handled. When I eventually cancelled, there wasn’t even an option to provide feedback.
It’s a shame, because the gym itself was great and very convenient for me. Unfortunately, the lack of transparency and communication around this issue meant I no longer felt the space was right for me.
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