It seemed like a dream: a gym where luxury meets status. But for many members, this PR-promoted Eastside NYC facility has become a cautionary tale. While the branding evokes exclusivity and wellness, member experiences suggest a disconnect between promise and delivery. Concerns about broken infrastructure, inaccessible amenities, and unresponsive management have surfaced repeatedly, raising questions about operational priorities.
Behind the glossy marketing and steep membership fees lies a different reality: stained carpets, broken furniture, uneven HVAC, malfunctioning elevators, and a facility struggling with upkeep and employee retention.
Accessibility remains a challenge. Members have reported elevators out of service for extended periods and rooftop surfaces so uneven that walkers and canes become difficult to use safely. The rooftop, once promoted as a wellness oasis, now presents mobility risks for some.
“I got stuck in the elevator for ten minutes with no staff in sight. It wasn’t just inconvenient—it was frightening.”
— Member, age 62
Equipment conditions have also drawn criticism. Members describe machines as outdated, frequently broken, and inconsistently cleaned—raising hygiene concerns.
“The treadmill I used had a frayed belt and made a grinding noise. I flagged it twice. It’s still in use.”
— Member, age 47
Staff interactions vary widely, with some members reporting dismissive or unhelpful responses. Questions around trainer qualifications and professionalism have also emerged, particularly regarding support for older or differently-abled individuals.
“I asked for help adjusting a machine and the trainer shrugged. I didn’t feel safe or welcome.”
— Member, age 70
Luxury in Name Only: A Wellness Brand Under Scrutiny
The gym’s programming, while robust, appears to skew toward younger demographics. Some members have expressed feeling excluded from classes or amenities that don’t accommodate diverse needs. The swimming pool is maintained at competitive temperatures, which some individuals with medical conditions find unsuitable for therapeutic use.
“The pool is freezing. I have arthritis and was told it’s set for athletes. That’s not what I signed up for.” — Member, age 58
This Eastside gym stands as a reminder that luxury branding alone cannot guarantee member satisfaction. True excellence in wellness requires consistent care, inclusive design, and responsive service. For a facility positioned as a leader in urban fitness, these are not optional, they are foundational. When the sand bells leak, the carpets are dirty, the elevator’s broken, and the staff door reads “Unavailable,” no amount of branding can lift the weight of neglect.
