Equinox Sports Club Washington, D.C.

"Equinox Sports Club in Washington DC. The club's yoga studio (where I take classes 4x a week) had issues for 3 consecutive weeks: week 1) no music connectivity during any of the classes that week, week 2) broken AC (temps were 95+ outside), and week 3) broken AC (continuation of the issue from the previous week). In no instance did the club communicate a timeline that these issues would be resolved nor communicate with the instructors, who would apologize and complain alongside the members, but offered no information. I filed complaints with the front desk 4 times during this 3 week period and was told I would receive an email response: no response was received. After my 4th complaint, I asked for the card of the club manager and was given Nita Castillo's email. I emailed her twice before receiving a generic response which did not address my request for a refund or compensation for the weeks the club's facilities were not working. She ignored my request for a refund and offered guest passes instead. I responded back that 1) guest passes do not benefit me as I am a paying member and the guest passes would only benefit Equinox since it is free advertising for them. I am not interested in that as a solution. 2) She suggested I attend other clubs, Not a feasible solution since I arrange my workout specifically related to my work and childcare schedule, and 3) if there had been *ANY* communication from management regarding the timeline for repairs, I could have looked into re-arranging my schedule. Instead, there was zero information shared to instructors, nor signage, nor an email blast explaining the issue the timeline. Just silence and a hope no one would complain. The lack of customer service and communication is appalling, especially from a brand that promotes itself as 'luxury'. To borrow from your slogan last year, customer service is the luxury, should be the slogan of Equinox because there is ZERO customer service or empathy (nor communication when things go wrong)."

"Conveniently located next to the Ritz-Carlton hotel, offers an exceptional fitness experience. The club is **huge and impeccably clean**, providing a wide array of amenities to cater to various fitness interests and needs. Members can enjoy a diverse range of activities, including **yoga classes, a swimming pool, and a small restaurant** (Teria) that serves fresh drinks. The facility is equipped with a vast selection of exercise devices, ensuring that every workout regimen is well-supported. One of the standout features is the **huge parking lot**, which is free for members. However, it is important to note that cars must be removed after 3 hours. Overall, Equinox Sports Club offers a top-notch, well-rounded fitness environment with excellent facilities and amenities. Highly recommended for anyone seeking a comprehensive and upscale fitness experience."

"I got a membership for my daughter who is a GW student and was struggling to work out at GW's facilities because they are small and crowded. She loves Equinox and used it almost daily all school year. Trainers have been welcoming and helpful to her, and she has had great experiences in all the classes she's done especially the cycle classes. When I first contacted the club about getting her the membership, the manager Joe was immediately responsive and reassuring and went out of his way to meet with my daughter and make her feel comfortable in her new city, far away from home. He has remained accessible and responsive all year for any questions. I am very happy that my daughter was so supported in wellness during her first year of college - Thank you Joe and staff!"

"Broken, faulty, old equipment. For $250 a month you expect SAFE working equipment. None of the treadmills or bikes work. It is difficult to get in touch with management. Waste of my time, energy, and frankly beyond disappointing. Won't be joining an Equinox again."

"I was able to access this gym for my workouts while staying at the Ritz Cartlon that is adjacent. The area was clean the front desk staff was very kind and polite. Some of the trainers seemed snobbish and unwelcoming. The layout is awkward as the main gym is on the second. I wasn't aware of until ended my workout downstairs. Pros: Front desk staff is pleasant TRX suspension training apparatus are available Lots of treadmills High ceilings Cable systems Towels available Pre moistened wipes Access with stay at Ritz-Carlton (restrictions apply based on your room) Cons: Poor layout Mean looking trainers who don't greet guests"