Edgbaston Priory Club

Since joining the club a few months ago, I have been increasingly disappointed with the attitude and professionalism of some members of staff, particularly within the spa and pool areas. On several occasions, lifeguards have appeared disengaged, uninterested, and lacking in basic customer service skills. Their manner has often come across as dismissive rather than welcoming or helpful. In addition, the general supervision of the spa and pool areas does not reflect the standards one would expect from a private members’ club. Staff frequently appear inattentive and not proactive in managing the environment or ensuring members feel comfortable and respected. I am also concerned about what appears to be non-members regularly bringing children to swim, despite the club operating as a members-only facility. This undermines the exclusivity and standards that members pay for and raises questions about how access is being monitored. I joined the club with the expectation of a professional, well-managed environment. Unfortunately, based on my experience so far, I am questioning whether I will remain a member long term unless there is a noticeable improvement in staff engagement and supervision standards. I hope these concerns will be taken seriously and addressed appropriately. I would appreciate a response outlining how the club intends to improve staff conduct and ensure that membership policies are properly enforced.

Positives: Great facilities, huge number of courts for both squash and tennis, can almost always book a court even at peak times. Now have 2? Padel courts, they are outdoor so if it rains you are in a pickle, these are more competitive to book. Great social side with some women only times classes for sports too. The gym classes are varied and plentiful. They even have hyrox. They have an outdoor heated pool, not the biggest but still good and an indoor pool again I’d say medium sized. They have sauna and steam which are decently sized and a cold submersion next to the sauna - they look pretty fancy together, really enjoy using them. Changing rooms and shower facilities are always clean and spacious. Everyone is very nice and respectful, good culture around the club. Few negatives: They don’t do monthly free passes for members to bring friends/family, I feel like that’s motivation for the user and they can get a lot of customers that way too. Although, social visits are allowed and free. The gym is small and at peak times can be overwhelming a bit. But if you can go off peak it’s pretty decent. They don’t have daycare or anything like that like some other big places do. They don’t have reformers Pilates machines but they do give you discounts to MKreformers. Overall, have really enjoyed it and would say good value for money.

Recently joined and expected a professional, welcoming environment, but unfortunately that hasn’t been my experience. While using the sauna, a young lifeguard (blond hair, unshaven) walked in and abruptly told us to “get out” because the steam room was closing. There was no polite explanation — just a rude, dismissive tone. Another member present was equally shocked. I understand facilities have closing times, but there’s no excuse for speaking to paying members like that. I reported it and even escalated it, but nothing appeared to be done. Very disappointing standards of customer service for what’s meant to be a members’ club. I’ve decided to cancel my membership.