Great variety of classes. Fantastic availability of the classes. Clean centre. The wet changing rooms need better lockers though!
Bedrijf heeft geantwoord
Locatie
Wijzig locatieDrill Hall Northumberland Road, Eldon Square, NE1 8SG Newcastle, England, GB
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Lees wat reviewers zeggen
Newcastle City Baths is not always as clean as it should be. I think more attention needs to be given to hygiene and the cleanliness of the toilets and swimming pool areas. In addition, when the s... Toon meer
Bedrijf heeft geantwoord
Classes are excellent led by truly talented tutors l and classes great value for money.
Bedrijf heeft geantwoord
Easy to book pool time. Sauna nice. Good shower and changing facilities.
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Welcome to Better! We’re a charitable social enterprise, committed to the health and wellbeing of everyone in our community. From gyms, leisure centres and swimming pools to lessons and courses for both adults and juniors - plus libraries and children's centres - we've got it all. So whether you’d like to try something new, keep the kids entertained or have a dip in the pool, discover our inclusive range of activities, suitable for all ages and abilities at your local Better centre today.
Contactgegevens
Drill Hall Northumberland Road, Eldon Square, NE1 8SG, Newcastle, England, Verenigd Koninkrijk
3,4
Gemiddeld
9 reviews
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Poor hygiene, no refund
I'd paid a few visits to the City Baths before and generally had had a great time, but since it came under new management, I found things have really changed for the worse: the cold bucket was full of lukewarm water and made a loud noise when it was pulled, the water tap next to the saunas didn't work at all, cups had been put out but there was no drink available,and when I tried getting to the pool, the corridor was dirty, with plaster debris and dead wasps on the floor.
Although I'd been told the way to the pool when I checked in, the pool was closed. I kept going to check when and whether it would open, but there was nobody around to ask, and in the end I decided to leave more than an hour early.
I contacted management right away and after several attempts, I did get an answer with some explanations and the offer of a free session. Given that I don't live local to Newcastle, and given that the price of the pool is included in admission but the pool had been closed, I requested a refund instead. This was declined on the basis that the pool was closed for unforeseen reasons. I'm not sure why this means I couldn't be refunded. I followed this up a number of times but they stopped replying, and I never received a refund.
Overall I found the standard of hygiene really poor, and I'll be raising a complaint with the City Council.
Update 16/10 - I had an exchange of emails with Better that led to them sending me to their refund form, where I entered my bank details. Instead of issuing a refund, they've given me credit to my account as a 'goodwill gesture'. I've asked a two further times if I could receive a refund instead and had no response so far.
5 september 2026
Review zonder uitnodiging
Antwoord van Better - Newcastle City Baths
Hi Katie,
Thank you for taking the time to share such detailed feedback.
We’re sorry to hear that your recent experience at City Baths fell below the standard you expected, particularly regarding the cleanliness of the facilities, the pool closure and the communication around your refund request.
We’d like the opportunity to look into your concerns further. Please email us at customerservices@gll.org with the details of your visit, so our team can review what happened and provide further support.
We appreciate you bringing this to our attention and hope we have the opportunity to restore your confidence in us.
Kind regards,
Suheera
Great variety of classes
Great variety of classes.
Fantastic availability of the classes.
Clean centre.
The wet changing rooms need better lockers though!
9 september 2026
Antwoord van Better - Newcastle City Baths
Hi Tessa
Thank you for your review.
We are very pleased to hear that you've enjoyed the great variety of classes, their availability, and the cleanliness of Newcastle City Baths.
We also appreciate your comments about the wet changing room lockers, and this will be passed on to the team at the centre to review.
Kind Regards
Amir
Easy to book pool time
Easy to book pool time. Sauna nice. Good shower and changing facilities.
9 september 2026
Antwoord van Better - Newcastle City Baths
Hello Sandra,
Thank you for your 5-star rating and taking time to review Newcastle City Baths.
We are happy to hear you find the bookings easy and look forward to welcoming you again very soon.
Kind regards,
Shirley
Appalling
Appalling, have took over my local gym and price has effectively gone up as classes no longer included in my membership. Furthermore the gym was already overpriced as it was so now it's worse. Also more a nuisance to sign in each time. No investment into gym at all.
7 september 2026
Antwoord van Better - Newcastle City Baths
Hello Gary,
Thank you for taking the time to write a review, and we are extremely sorry to read your comments.
We understand that you are unhappy that classes are not included in your membership and would require an additional monthly charge. Members are required to sign in so that we can monitor attendance and know who is in the building for Health and Safety reasons.
We will pass your comments on to Newcastle City Baths, and once again, we are very sorry that you are unhappy with the new arrangements since we took over.
Kind regards,
Shirley
Not worth the money
Not worth the money, staff amazing very helpful.
Broken urinal not fixed for at least a week. Waiting for a refund on membership. Probably won’t happen.
26 augustus 2026
Antwoord van Better - Newcastle City Baths
Hi Christopher,
Thank you for your review!
We're deeply saddened to hear that you don't feel our facilities and activities are worth the money.
However, we're happy that our team has been amazing and helpful during your visits.
We can see that your refund request was successfully processed on Saturday, and separate communication was sent to you regarding this.
We appreciate any further feedback you may have, and we'd be happy to share this with the team.
Thank you for sharing this with us!
Warm Regards,
Kaisha
Classes are excellent led by truly…
Classes are excellent led by truly talented tutors l and classes great value for money.
23 juli 2026
Antwoord van Better - Newcastle City Baths
Hi Hilary,
Thank you for your wonderful review!
We're delighted to hear that you're enjoying our classes and find them to be great value for money.
It's especially rewarding to know that you find our fitness instructors talented and that they've made such a positive impact on your experience.
We look forward to welcoming you back again!
Warm Regards,
Kaisha
Antwoord van Better - Newcastle City Baths
Hi Glynis,
Thank you for your kind review!
We're delighted to hear that you received good and friendly service during your recent visit.
We can't wait to welcome you back again soon!
Warm Regards,
Kaisha
Newcastle City Baths is not always clean
Newcastle City Baths is not always as clean as it should be. I think more attention needs to be given to hygiene and the cleanliness of the toilets and swimming pool areas.
In addition, when the sauna is out of service, it often remains closed for an extended period before being repaired, which negatively impacts members' overall experience. Members are also not provided with clear or confirmed information about when the sauna is expected to reopen. It would be helpful to provide regular updates and advance notification when the sauna is out of service, so members can plan their visits accordingly and have clearer expectations.
15 juli 2026
Antwoord van Better - Newcastle City Baths
Hi Habiba,
Thank you for taking the time to share your feedback about Newcastle City Baths.
We’re sorry to hear that cleanliness has not consistently met expectations during your visits. Maintaining high standards of hygiene across all areas, including the toilets and swimming pool surroundings, is extremely important to us, and your comments will be shared with the team so this can be reviewed and improved following on from the transfer of the centre to us on the 1st of July.
We also understand how frustrating it can be when facilities such as the sauna are out of service for extended periods. We appreciate your feedback regarding clearer communication, and we agree that providing regular updates and clearer timelines would help members plan their visits more effectively. This is something that can be found by visiting the alerts page on the centres homepage:
Alerts from Newcastle City Baths | Newcastle | Better (https://www.better.org.uk/leisure-centre/newcastle/newcastle-city-baths/alerts/32484)
Warm Regards,
Hazal
⭐I'm a very happy customer
⭐I'm a very happy customer. Special mention to the wonderful team @The city Paths. Thank you Jason & team. Love you all.
X
15 juli 2026
Antwoord van Better - Newcastle City Baths
Good Evening,
Thank you for your wonderful review!
We're thrilled to hear that you're such a happy customer, and we'll be sure to pass on your kind words to Jason and the entire City Paths team.
We really appreciate your support and you being part of our growing community.
We look forward to welcoming you again soon!
Warm Regards,
Kaisha
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