Villa Sport Athletic Club

There are far too many managers at this place, and unfortunately, they don't seem to communicate with each other. One employee tells you one thing, another tells you something completely different, and no one takes responsibility when the information turns out to be wrong. This has happened to us several times, but today was the final straw.

We are a family of four—two adults, an older child, and a baby. We've brought our baby to the pool several times without any issues. Then one day, we were suddenly stopped at the front desk and told the baby needed to be registered. That was completely reasonable, and we had no problem doing it.

The problem was how it was handled. Our older child had already gone through the gate, while my husband had to come back because the baby and I weren't allowed in. We asked if we could at least go get our child first, but we were told no—we had to complete the registration before anyone could enter. Our family was split up, and our young child was left inside by herself. It was an incredibly stressful and unnecessary situation.

We spent about 20 minutes filling out paperwork while standing there with a baby in a stroller. The employee repeatedly assured us that everything was taken care of and that we would never have to do it again.

Two weeks later, we were stopped again.

This time we were told that what we had completed wasn't even a registration—it was just a guest form. In other words, we had wasted 20 minutes because an employee gave us incorrect information, and now we were expected to start the entire process over again. No apology, no accountability, just more inconvenience for us.

Mistakes happen, but what matters is how they're handled. At this facility, the burden always seems to fall on the customer, even when the mistake was entirely theirs.

That was enough for us. We decided to cancel our membership and switch to the YMCA instead. We value businesses that respect their customers' time and take responsibility when they make mistakes. Unfortunately, this place has shown us neither.

I can't say enough good things about this athletic club! My husband and I joined about a year ago, and we genuinely look forward to coming here. From day one, the staff has made us feel so welcome—they're always friendly, helpful, and go above and beyond to create a great experience.
The personal trainers are incredibly knowledgeable, motivating, and truly invested in helping you reach your goals. Whether you're a seasoned gym-goer or just getting started, they make you feel comfortable and supported every step of the way.
The club is always clean, has a great atmosphere, and makes you look forward to working out! 😊 Joining has been one of the best decisions we've made since moving to this area of San Jose, and we couldn't recommend it more!

I am extremely disappointed with the service I received from a front desk employee named Ben.
Earlier in the day, we had already completed all required registration forms and provided the information requested by VillaSport. We were clearly informed that the only remaining requirement was to bring proof of address.
When we returned that evening with the requested documents, Ben repeatedly questioned a 70-year-old Asian senior who had recently arrived in the United States. Instead of simply reviewing the address documentation, he spent nearly ten minutes discussing additional requirements and insisted that the proof of address must contain the individual’s signature. He also questioned whether the individual had property ownership documents, bank account documents, or a driver’s license, and implied that an account could not be opened without them.
This experience was both confusing and frustrating. We have previously completed registrations with VillaSport where the address on a driver’s license did not match the current residence, and these additional requirements were never mentioned. The standards applied during this interaction appeared inconsistent with our prior experience.
What concerns me most is that the questioning seemed excessive and unnecessary for an elderly newcomer who was simply trying to complete a membership registration after already following the instructions provided earlier that day. I would like VillaSport management to clarify whether these are official company policies or whether they were imposed solely at the discretion of this employee.
VillaSport is known for providing a welcoming environment to all members. Unfortunately, this interaction left us feeling singled out, unwelcome, and treated differently from other customers. I respectfully request that management review this incident and provide additional training to ensure that all members are treated consistently, professionally, and with respect.

The follow up about the above case:

I would like to sincerely recognize Erika at VillaSport for her outstanding customer service.

After a very frustrating earlier interaction, Erika took the time to carefully listen to our situation and thoroughly review all the documents we already had on file. She approached the issue with patience, professionalism, and genuine care, making sure she fully understood the details before providing guidance.

She did not rely on assumptions or personal judgment, but instead followed a clear and consistent process. Because of her attentive and responsible approach, we were able to complete our membership registration smoothly and without further complications.

What stood out most was her respectful and warm attitude toward my elderly father. She was kind, considerate, and even greeted him in Chinese, which made him feel truly welcomed and deeply moved. This small gesture had a big emotional impact on our family.

Erika treated us with respect, trust, and dignity throughout the entire process. Her professionalism and empathy are exactly what customer service should look like. We are very grateful for her help and support.

Mixed review. Overall, this is one of the better clubs I have been to. The gym itself is great — very well maintained, spacious, and equipped with high-quality machines and workout areas. The parking is also excellent, which makes a big difference compared to other clubs where it can be difficult to even find a spot.

One of the main reasons I signed up was because of the Kids Club, and I have to say the Kids Club team has been wonderful. Nicole, the director, is incredible, and staff members like Josh, Kia, Grace, and others have been very patient, kind, and welcoming with my child. That part of the club has been a very positive experience overall.

That said, I have had repeated uncomfortable interactions with one particular front desk staff member. Her demeanor feels unwelcoming, and unfortunately, it affects how I feel when arriving at the club. I generally have no issues with the rest of the staff, but this one experience has made me not look forward to coming in at times.

The family locker rooms could also use more consistent attention. On weekends, we usually swim later in the day after 5 pm and do not seem to have as many issues. Earlier in the day, however, I have noticed problems such as lack of towels and showers that are dirty or clogged with hair. The women’s locker room seems to be maintained better, but the family locker room could definitely use stronger upkeep.

I also think the towel system could be improved. I have noticed towels being overused or wasted, and sometimes kids at the pool throw clean towels on the floor or step on them. A better towel distribution system may help prevent waste and keep the area cleaner for everyone.

On a positive note, the recovery room is excellent, and I may consider upgrading to use it more often. Overall, this club has a lot of strong points — great gym, great Kids Club staff, good parking, and nice amenities — but the front desk experience and family locker room cleanliness could use improvement.

I was very disappointed with the cleanliness of the indoor swimming pools at Villa. The water was visibly dirty, and we saw used Band-Aids and dead bugs in the pool. Since it is summer and more families are using the facilities, the pool water should be changed and cleaned more frequently.

The indoor children’s pool was also in poor condition. The bottom of the pool had yellow sediment, which made it feel unsafe and unsanitary for kids.

I hope management takes this seriously and improves the cleaning schedule and water maintenance immediately.

Prices are outrageous. Ive been a member on and off for 6 years. Monthly dues have more than tripled since then. I've had multiple billing issues regarding duplicates, and mystery payments. Also closes way too early for a gym. The managers, especially the front desk are snobby and arrogant. Pain to deal with.

Everything I need for both cardio and strength training.

One of the better gyms in the area. It has everything you need for training and the environment feels organized and welcoming.

Good people , good gym, recommending to friends

A very friendly and clean gym. Besides the professional swimming pool, there are also pools for general practice and children. The fitness equipment upstairs is very complete, and there are many workout classes available. Even someone like me who normally doesn’t enjoy exercising likes coming here. The shower rooms and locker areas are also very clean, and the lockers allow you to set your own passcode, which is very convenient.