Bay Club Walnut Creek - Walnut Creek, California

Andy E.

My family and I were at the Renaissance Hotel in Walnut Creek for Christmas. The hotel guests can use the Bay Club gym, so I went up one morning to work out and brought my 9-year-old son with me. He wasn't going to exercise, just staying with me at all times and chatting while I worked out.

Checking in at the front desk was no problem, and nobody mentioned anything about my son not being allowed. But before I could start my workout, a staff member named Fernando came over. He was very rude and said, right in front of my son: "There's no way he is 12." He told us my son couldn't be in the gym and we had to leave.

I don't understand why he decided to be confrontational like that. He didn't even bother to say hello and introduce himself, and suggested that I lied about my son's age? He could have handled it much better. Plus, no one at the front desk said anything when we checked in. I asked Fernando where my son could go, and he said: "In the lobby, but can't be unattended." It seems weird that they let him into the gym but then say he can't be anywhere inside.

What's worse, the Bay Club doesn't seem to care about other rules. I saw lots of people going into the sauna with their clothes and shoes on! It was obvious they hadn't showered first, which is also against the rules. And people were using their cell phones in the locker room all the time, even though there are signs saying it's not allowed.

It feels like they pick and choose which rules to follow, and it made me feel unwelcome. It's also concerning that they don't seem to care about basic hygiene, like showering before using the sauna/steam room/whirlpool.

The Bay Club needs to teach their staff to be nice and treat everyone fairly. They also need to make sure people follow the rules so everyone feels comfortable and safe. Until they do, I wouldn't recommend this gym to anyone.

shabnam M.

Disappointed with Membership Fee Changes and Lack of Professionalism

My partner and I joined Bay Club Walnut Creek expecting excellent service, but our experience has been deeply disappointing. Just little over a month after signing up, the membership fees were increased with only a few days’ notice via email, right before January—the busiest time of the year.

As members, we are required to give a 30-day notice for cancellations or changes, so I expect the same level of professionalism and courtesy from Bay Club regarding fee adjustments. When we reached out to cancel our membership, we were met with unprofessional and dismissive service. We felt unheard and were unfairly forced to continue our membership for an additional month which we are not going to use.

This experience has not lived up to Bay Club’s promise of outstanding customer service, and I hope they improve how they communicate and treat their members in the future.

Darlene B.

Bay club formally known as club sport is my gym and I go as many times a week as possible. This is one of the best gyms in Walnut Creek. If not the best and they’re going to go through a complete remodel so we’re excited to see what that’s going to bring all new machines and turf all kinds of nice new equipment the polls beautiful it’s in a Marriott hotel so you have a restaurant you have a spa and you have a small store alongside the hotel. I would recommend this gym if anyone would want to ask me any questions let me know.

lisa B.

Absolutely the best club/gym. The associates are so nice and helpful. The front desk Santi, Haley, Sean and Gladys in the mornings always make sure that the coffee is full!
Kristi has brought so many activities to the club for all ages. She always has a smile on her face! The cardio hoops class she teaches in fantastic!
Paula , Courtney and Vermal always make ensure the club is clean

JAF

Membered here for the what we thought were great amenities and childcare but really it was a nightmare. Childcare was a horrible experience. Mixed my little one who could barely walk at the time with kids running around. He could have been stepped on. Drop off codes didn’t work for the first 2 weeks which was a hassle. Probably more ideal for older kids who are more independent.

As for the gym, I was charged a package for classes without my consent when I was only inquiring about the prices. Also didn’t let me know that I have to use it within the month or you lose it. Never got my refund for it after many back and forth with Joey and corporate.

Michael A.

This gym had so much potential but falls very short and.lacks value for what you pay. Pay the extra money and go get a membership @ life time. The towel service was horrible. The staff is lazy and does not engage you at all. The locker rooms and showers are extremely unkept and are in horrible shape. The cancelation policy is inconvenient and overly complicated and I feel like this is done on purpose. I will never consider this company for a gym home.

Jason H.

Absolutely the worst customer service I've ever experienced. After coming here for several years before it was Bay club with endless renovations and rate hike increases. Members are routinely disrespected, disregarded, and ignored. The staff here literally does not care and is happy to see you leave if you inconvenience them in anyway. Bad policies and terrible management. Shante or whatever her name is, was the absolute worst. Save yourself the frustration and find somewhere else to work out.

Jill P.

Bay Club does not give fair and equitable time for court usage.with their 3 courts. In fact they give preferential treatment to their basketball players. Basketball has 78.5 total hours of court time a week, Volleyball has 13 hours a week and Pickleball has 19 hours a week. Included in our 19 hours a week are clinics that you need to pay extra $$$ for, 1 hour private lessons with NON Members and a Pro from Moraga County Club that take 1 of our 3 courts on a Friday afternoon (the busiest PB day of the week) Today there were 12 people waiting for 2 courts because of the private lesson, also. Children. with no age limit can play PB, as long as accompanied by an adult, just during PB (despite the rest of the gym, basketball and volleyball being 12 or 13 and over) also a Futsal tournament last weekend. So our PB hours get greatly reduced by all of these extras. Despite several requests through email to the managers to come to some sort of a more fair arrangement, have been ignored. We were told that the basketball players will always have most of the time because they have been playing here for a long time and they told us if we want to play more PB then we should join Crow Canyon (pay more) and drive to San Ramon. Wait, WHAT? The last time I checked, my dollar was the same color as the basketball players yet they dominate with 71% of the court time.
Bay club obviously does not have a DEI program!
How is this fair and equitable?
IT’S NOT!
I will add a filthy jacuzzi despite 3 days in a row of reporting it.
Never any towels in locker room. I have taken all my clothes off several times to find no towels for me to shower with and a sign that says to go to the front desk to get towels. Huh? I’m naked.
Disgusting hair in drains all the time and staff just does their walk through ms and managers never does anything about it.
Just getting so fed up with paying so much money for this gym and getting a crappy customer experience.
Consider joining another gym!