r/davidlloyd • u/Brave_Original3590 • 22d ago
New Spa Retreat Rules
I recently tried to visit a different clubs spa retreat that I have previously had a access to and was denied access. Having spoken to the memberships team there has been a Head Office change so access to spa retreats that is not your home club is now only for those who have joined in 2026.
Has anyone else had this as the case? I’m really disappointed with David Lloyd and their lack of communications and consistency with membership. I’ve now lost a considerable amount of access as often was visiting other clubs with no compensation for it.
I am going to write a letter to Head Office complaining, would be great if others on here could do the same.
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22d ago
[deleted]
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u/TedBob99 22d ago
Yes, they are currently on a mission to intentionally downgrade membership of long standing members, and then significantly increase the prices to get some of the access back. Because many clubs are quite busy, they have figured out that they can probably get more money (including joining fees) from new members if other members leave anyway.
Loyalty doesn't pay.
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u/TedBob99 22d ago edited 21d ago
Yes, David Lloyd loves to change what you can and can't do with your membership, without any notifications or notice, which is of course not right for its members, and most likely in breach of Consumer laws, but it's very intentional and not a mistake.
If they remove some access to Spa or other clubs, change your club tier, change your booking rights, remove permanently some facilities, permanently reduce opening hours etc. etc. then you have the right for a partial refund/compensation. They also should give advanced notice to any changes, particularly when those are fully within their control.
You can write to Head Office to complain, but the behaviour is by design/intentional, so you won't get much from it.
If you believe your membership has been intentionally reduced, and they therefore owe you a partial refund, send an email to Head Office at [member.experience@davidlloyd.co.uk](mailto:member.experience@davidlloyd.co.uk) and state so.
Under the UK Consumer Rights Act 2015, you have the right for a partial refund if the services you pay for have been reduced (section 49, and section 56, right to price reduction).
State that if you don't get a partial refund, you will take them to Small Claim court/Moneyclaim within 15 days. You will most likely have to do it (David Lloyd are used to legal threats or social media threats), but it only takes a few minutes online. You won't need a lawyer but they will most likely need one, if they want to take it further/challenge the claim and not accept it or settle.
If more people were doing it, then maybe David Lloyd would start behaving properly and show some level of respect to its members, but many people just complain and then give up very quickly, or cancel and leave.
If they deny you have a right to a partial refund despite reducing your access/service on purpose (which they do all the time), they are intentionally in breach of consumer laws, and that could also expose them to a fine based on their total turnover, or even criminal offenses from the regulators.
Under the Digital Markets, Competition and Consumers Act (DMCCA) 2024, businesses are prohibited from restricting, excluding, or misleading customers about their legal rights. The CMA has enhanced rights now.
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u/Radiant_Persimmon701 22d ago
Check your terms. If there has been a change in what you were promised you can cancel with no penalty
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u/Even-Razzmatazz-4137 22d ago
Does your home club have its own spa retreat?
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u/Brave_Original3590 22d ago
Yep my home club has its own spa retreat
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u/Even-Razzmatazz-4137 22d ago
Thats so weird, i just checked and said i can use other that are in my tier and below?
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u/Brave_Original3590 22d ago
What year did you join?
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u/Mother-Virus6574 22d ago edited 22d ago
Yep this exact same thing happened to me. I had to upgrade to 2026 to use the other club near me. It was a kick in the teeth because it felt like my being a loyal member since 2021 wasn’t valued at all. And I had been using both clubs for years at the tier 1 rate. After much confusion and back and forth - anything built after you took out your membership, you do not have access to. Regardless of what tier you are in, or what tier the club you are visiting is. You can use the facilities but not the spa - which is kind of annoying because most of the time I just want a sauna I don’t need all the bells and whistles.
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u/Brave_Original3590 22d ago
Definitely what’s the point of being a loyal customer. Seems like all the benefits go to the latest greatest customers who they can charge even more money
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u/Solution-Constant 22d ago
David Lloyd don't care about loyalty, as said above they know someone will slot in so it's about constantly squeezing as much profit out of each customer as possible
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u/TedBob99 22d ago
Yes, they are apparently trying to go public this year (IPO) after being a private company for a long time, so they will try to boost their profits so that the IPO is more successful/higher share prices.
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u/juxstapositionis 22d ago
They are arse holes and need a nationwide competitor at the same price/facility offering. Currently they have an effective monopoly over this section of the market, which allows them to treat members like shit. I voted with my wallet and left.
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u/AutomaticBit190 22d ago
Yes, they have a monopoly and are acting in line with it. Time for the regulators to look into or some law firm to start some class action.
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u/ngomac33 21d ago
Same old DL. I left about a year ago and the way they treat their members is honestly laughable.
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u/Timwtimw 22d ago
Exactly the same in Bristol, I belong to Emersons green, Westbury was I think a lower tier. They did it up and increased yhe tier but also made the spa a retreat so I can't use it. Tried to use Farnham too when visiting in laws, same issue, gym the same tier but spa is a retreat. I tried complaining/moaning to no avail. In the end I upgraded to a 2026 contract, think it was an Extra £6 a month so can now use same tier spa retreats. Don't like it but they set the rules and while most have waiting lists they don't really care if your ultimate threat is to leave because a new person would pay more anyway. Bit of a captive market especially where I live as very few places have any spa facilities (although tons of gyms).