Equinox Westlake Village

Gabriela Mudlaff

At the beginning I would like to mention that we own and manage exclusive villas all over the world and we know how important good customer service is and how crucial it is the gym to be clean! I am extremely disappointed in equinox Westlake Village because of their lack of cleanness and terrible customer service! I used to belong to equinox Huntington Beach and I was amazed how clean the equipment always was. You could easily notice one person nonstop cleaning the equipment. I am a member in Westlake Village for the last 10 months and I have never noticed anyone cleaning the equipment during my workout. Usually I work out from 1 PM to 5 PM. Last time when I was working out the equipment was especially disgusting, with sweat everywhere, dripping from the machines, the stinky bikes waiting to be used. After 20 minutes of using every single one being nasty I asked a staff member if they could clean up the equipment. I was working out for another hour and no one showed up to clean. I wrote my complaint to Equinox. The assistant general manager Cesar Perez Castillo informed me that they are cleaning the equipment three times a day. The lack of interest was shocking. In my opinion the equipment was not cleaned for at least two days. I am very disappointed in their customer service. I thought they cared about their members and they will do anything to keep a high level of service as equinox is well known for.

Joy Joy

Lovely place to escape from the chaotic outside world. Beautiful, very clean, everyone is respectfully masked and following Covid protocol. Wasn't at all crowded at 9am Thursday. Lots of room, empty machines. Knowledgeable trainers and had first Pilates ever... felt great and signed up for series. Nice people, encountered no gym "scene"... yet! Good place to recover from isolation it and launch reclaiming fitness!

Suzi F

I am truly disappointed after years of being a very loyal member and having signed up with them right when they opened, I am very frustrated by their lack of ability to handle their accounts in a professional manner. Equinox a beautiful gym with nice amenities and great quality equipment. However, the management is in dire need of help. I've had to call the gym and ask for management at least four separate occasions because my billing account was double charged or overcharged. There seems to be no integrity with the account management system. I cancelled my membership because after a year of no gym and then having minimal to no good classes after they re-opened, they decided to hike up the rates. As if that wasn't disappointing enough to see the gouge after an entire year has gone by without the gym being open to its members, I had also found back charges on my account when the gym wasn't even open and my account was supposed to be frozen. Top of it off with I had cancelled my membership and even after I cancelled I was still being charged. I have a chain of email confirmations that my account was in a freeze & then cancelled, yet still was charged. It truly makes no sense how that many errors can happen & a gym of this stature can still go on running with its doors open. I even called the manager Don Laird and he was absolutely no help and took zero responsibility. I’ve been in customer service for 15 years and this is never how I’d treat me clientele. I've had multiple friends leave the gym & tell me the same stories. This is not good for customer satisfaction & shows complete lack of integrity & even empathy on their part. Very disappointing.

Mikhail Pulle

By far the best gym I have ever joined. I've been very cautious and a bit paranoid with Covid-19, and I have to say this gym is the benchmark for cleaning and sanitizing from floor to ceiling. The staff is exceptional with an amazing General Manager, Don Laird, that not only listens to member feedback but acts on it. He really cares about each and every member having the best experience. Signing up for my membership was quick and easy with Adam! The trainers Cameron, Jacqueline, and Kenny are so friendly giving you space without being car salesman trying to force you to buy training sessions. This is how a gym should run. The equipment and facility is 1st class and I highly recommend! 10 out of 10 across the board!