Fitness First Castle Hill

Positive experience: Convenient location, run down but good enough for a solid workout just make sure to organise a search party for the 20kg plates beforehand...

Fantastic experience: Hands down the best gym in the area! You might wonder why it has a few low-rated reviews. I had the same doubts a year ago, but I realised most of the complaints stem from financial misunderstandings—something common with franchise businesses. Personally, I've never had any issues. I would suggest a trial before commiting a contract. The gym itself is fantastic. It’s always spotless, and the staff are genuinely caring and attentive. From the moment you walk in, you're greeted with a smile that sets a positive tone for your visit. The high ceilings create an open and airy atmosphere, and the gym is equipped with everything you need to reach your fitness goals. The high-pressure showers and ironing facilities are perfect for anyone on a tight schedule. Plus, there’s heaps of free parking and easy access, which makes it super convenient. The classes are a standout—always fun, engaging, and offering plenty of variety for all fitness levels. This gym truly has everything you need. Highly recommend it!

Negative experience: I had a Knee Operation and was off for few months and I couldn't freeze the account for that period (Mid August 24 - to Mid January 2025), However, The receptionist had told me few days ago if you are apple to provide a DR certificate we will be able to fix the system, then I have submitted the DR certificate and the hospital admission letter but at the end I was told sorry only from that date I have submitted the DR letter which is 5/12/24!! so they have wasted and consumed the time so that I have paid one year membership in advance but only used it for few months horrible experience .

Fantastic experience: I believe Fitness First at Castle Hill is the best! Every time I’ve had a request regarding my membership, attendance, class conditions, schedule, guest access, or equipments, the manager has responded quickly and thoroughly. Both the manager (whose name I’ve unfortunately forgotten) and the sales manager, Joel, have been incredibly supportive and helpful. I highly recommend this branch, especially since it’s located in the shopping mall—after a two-hour workout, you can enjoy some shopping and leave within three hours, with free parking included! ;) I've introduced three friends, and we all enjoyed working out together. Wishing you a healthy lifestyle! Best, Bent

Negative experience: I’m extremely disappointed with my experience at Fitness First. I was charged in advance for three trainee sessions, but no one got back to me even after multiple follow-ups and calls. The lack of response has been frustrating and unprofessional, and it feels like the club is more focused on collecting fees than providing honest service to its members. I won’t be joining again, and I strongly suggest that others check for any hidden terms and conditions before paying—they set a trap with advance fees and then don’t follow through. Very dissatisfied with how this was handled.

Negative experience: One of the worst gym ever ! Staff r super rude when we want to cancel the membership ! Harith Raval or whatever that name is who is the manager one of the worst asking all personal information just to speak on regards of the cancellation .

Negative experience: I don’t want to give even 1. star Our family (three of us) joined Castle Hill Fitness First, and the whole experience has been frustrating. When we signed up, the staff member (unfortunately, I don’t remember his name) assured us that the gym's hours were consistent from 5:30 AM to 10 PM every day. He didn’t mention anything about different weekend hours. This was a big reason why we decided to join for a full year, but when we started attending, we found out the hours were not the same on weekends. This was misleading and frustrating. Additionally, he convinced us to sign up for a year and specifically told us that we wouldn’t be charged the $195 cancellation fee. However, when we later went to cancel, the staff at the reception informed us that this guy had already left the gym, and there was no record of the verbal agreement he made with us. Even he mentioned that he will gives us a free personal trainer for first 2 sessions but he didn’t. It’s disappointing that the information provided to us was so misleading, and now we are stuck with a membership that doesn’t meet our expectations, with no accountability for the promises made. We feel completely let down by the lack of transparency and professionalism. Wouldn’t recommend this gym if you expect honesty and clear communication!

Fantastic experience: Been loving this gym so far! Romisa has been super kind and helpful with everything since I've started coming to this gym. Would definitely reccommend this gym to anyone who's just starting out or has been at it for a while!

Fantastic experience: Matt was the best at showing me around, amazing service by Matt

Negative experience: This place is dirty and runs down, the equipments are old. The steam room or the sauna always breaks down between them and usually get 3 to five months to get it fixed. There is always an excuse we have to get the parts from. Overseas.. Don't waist your money here there are better gyms around.

Positive experience: Love this gym, nice and friendly reception. Really wished they had a Mag grip attachment though! Talked to alot of regulars at this gym and they all wish the same

Fantastic experience: Easy to access helpful staff and wide range of equipments to use I would highly recommend this place Kind Regards Raniya Nath

Negative experience: Bad customer service. I was promised an extra free month because I came from another gym. I’ve been trying to get that free month since the beginning of this winter but they kept finding excuses not to do it. I have never had such a disappointing experience with customer service at other gyms. P. S. Nothing was done since I wrote this review. I contacted FF via messenger and they said someone will contact me regarding the issue. I have not been contacted since then. It looks like they just reply in the review section to make themselves look better.

Negative experience: Too bad customer service. Dirty and messy environment.

Fantastic experience: I joined Fitness First Castle Hill after checking out their great online offers. Connor was amazing and communicated very well before I joined. On the day I signed up, another fantastic staff member helped me through the process to sign up with ease. Since then, I've been a member for a few months and have found all the staff, especially the reception team, to be friendly, welcoming, and always ready with a smile. The gym itself is well-equipped with plenty of cardio machines, including a good number of running machines The free weights area has everything you need, though it can get busy at peak times. The facilities are top-notch, with an excellent sauna and steam room. The showers have great water pressure. Overall, the gym has a great vibe and is a friendly place to be. If you're considering joining a gym, I highly recommend Fitness First Castle Hill. The location is extremely convenient, situated inside Castle Towers Shopping Centre, with easy rooftop parking and a direct entrance to the gym, or you can walk through the shopping centre. I'm very happy with my experience here. Thanks to the team for making it such a great place to work out!

Negative experience: My advise avoid this place !!! There are other good gyms around this area with excellent customer service and equipments. Horrible place with bunch of conceited staff. I was responding to “ bring a friend “ promotion. They tried to get a membership out of me without even letting me trying the machines. customer service was absent from the middle aged lady’s minds who hardly spoke any English. She brought her 5.1 “ gym Hippo who was so rude just as much as her. No thanks to this place. Yuk

Fantastic experience: My home gym and I’ll never go anywhere else. Sunny is the best personal trainer I’ve come across, and the rest of the PT crew are like family. Donya, Mikayla & Jess are so welcoming and just very beautiful people who care about your training.

Positive experience: I’ve been with fitness first since last year February. Recently this month I had referred my sister for a free trial and unfortunately it got messy and we were about to be charged with $295 cancellation by the end of this month. as tricky cancellation fee can be, we’ve spoken to Harit - club manager and today and he has absolutely resolved effectively and was genuine during the process and came out with solution for me and my sister today. I cannot explain how stressed we were till we met and spoken to Harit. he has waived and offered transferring membership of my sister’s to mine. Thank you again so much Harit for offering us the best option. Thank you for your understanding. I believe Harit is the one to speak to if you are also stressed with cancelling your membership. As someone who been coming to classes weekly, fitness first group class and teachers are friendly and I will be happy to work on my fitness for another year with them.

Fantastic experience: Fitness First is a great gym. I love the range of group fitness classes which I attend at various locations near me. The teachers I particularly love are Effie for fun Zumba and relaxing yoga, Nadene, Erin and Lucie for incredible Pilates, and Lizzie and Phil.

Negative experience: They close so early . by the time I go home or on the weekends the gym is closed . steam sauna is always out of order.Please fix the dry sauna . it shuts very hard with a big bang noise .

Fantastic experience: Reform Pilates is one of the best body exercises! Thank you to our wonderful teachers ! Rosanda

Fantastic experience: I had a really good experience with fitness first! And a special thank you to Connor!

Fantastic experience: look it’s not a perfect gym; but it’s probably the best Fitness First in the area + the staff r really nice. the gyms just a lil small but thats all.

Fantastic experience: Sogand is an exceptional fitness trainer who's helped me achieve amazing results, shedding 10kg in 9 months! Her expertise and support have been invaluable. Plus she makes workouts enjoyable, turning them into a habit. Sogand's professionalism and results speak for themselves!

Negative experience: Not the most hygienic. Are there government standards? Needs to be looked into. Need more alcohol wipes to be made available as most times they’re empty. Bathroom are just yuck. Lockers broken. Also people sit on their phones hogging up the machines for minutes on end. It’s a gym not a lounge room. This gym needs a management that cares. Such a shame.

Positive experience: I became a member of Fitness First at Castle Hill, solely on the recommendation of my husband who was seeing the personal trainer, Sogand, (I was at C2k for 5 yrs. ) For work reasons he has now returned to the City gym but I continue to be guided, supported and challenged by the kind, wise and rigorous instruction of Sogand. I’m a middle aged,mum who enjoys food and wine but also feeling strong and energetic. Sogand is perfect for me. No judgment, just gentle persistent encouragement. My three young and beautiful daughters also enjoy her tutelage. All have memberships. I am so sad that one person has decided to dump on her. I hope she gains some insight into her behaviour.and maybe chooses another gym to her liking. Firstly, Castle Hill could improve cleanliness and it seems the Westfield Centre is trying to rectify the airconditioning shemozzle but when it comes to Personal trainers and staff, Castle Hill employ a great bunch of friendly and fit people.

Negative experience: After visiting the Castle Hill branch on multiple occasions since mid last year, I quickly noticed a toxic culture not previously experienced at Fitness First gyms. I witnessed aggressive behaviour and directed bullying, seemingly led by a female PT now known to me as Sogand. For this abhorrent behaviour to flourish it is evident that management has lost all control. This gym is far from inclusive. Ladies, AVOID.

Negative experience: Absolute embarrassment and joke of a gym. I’ve been a member for over 8 years and nothings changed. Facilities and equipment haven’t been updated and the standard has diminished massively. Every time I go in another thing is broken or out of order. The change rooms are missing locker doors. The steam and sauna area are always filthy. The aircon in the gym is appalling. The saddest thing is I communicate with a lot of members and they all say the same thing. We’ve sent countless emails to the manager and nothing get changes nor do they take our matter seriously. It’s getting quite disrespectful, they clearly do not care about their customers and only see us a dollar figure!

Negative experience: Has to be one of the worst fitness firsts nationwide, something is always broken and takes a year to get fixed. If it’s not the steam / sauna it’s the monsoon shower . If it’s neither of those it’s the aircon or equipment. Poorly maintained

Fantastic experience: This place is great and ample of space and equipment even during busy times.

Negative experience: You could find all sorts of trash in the changing room and cupboards. It’s been a while but nobody comes to clean it. It may also be a “tradition” for Fitness First not to turn on their air-con, and use maintenance as an excuse. Cuz other branches are also hot like the hell in summer due to “maintenance”.

Positive experience: This place needs air con, it's way too stuffy and on extremely hot days it's worse. :(

Negative experience: Aircon not working. The whole place is stuffy and hot. I can’t even breathe when not working out. Decided to change gym because of this, as it’s has been 3 months like this and no body cared to fix it.

Negative experience: Manager of this fitness is very rude and arrogant . Don’t go there if something goes wrong they don’t help I had dr. certificate not to go but he told me you have to be permanently disabled to Cancel your Jim membership.

Negative experience: aircon doesn't work im left gym gone somewhere else and half machine need fixing people sit on phone during workout rubbish

Fantastic experience: Sogand, is the best trainer anyone can truly ask for. If you want someone to push you to limits that you didn’t even know you had, she’s your strong independent lady. Since training with her for the past 5 months, I have seen myself grow not just physically but also mentally in the gym. She is not just a coach, but nutritionist who really holds you accountable for how your actions impact your journey through out all your hard work and dedication. It’s impossible to book a time with her these days, but I guess that is the reason why so many of her clients including myself love her commitment to our journey and progress. Highly recommend!!

Negative experience: AC not working!!! It’s making me hard to exercise with these conditions. Lockers are broken as well… BUT THE AC! Please send someone to fix it. Thank you

Fantastic experience: I had lovely experience in the gym. Joel from the reception was very helpful.

Negative experience: Horrible customer service, too pushy for membership and we lost interest of joining. I’ve been a FF platinum member about 7 years, recently we moved to here and I wanted to take my husband for a trail for half an hour at 9pm. But the two receptionists refused it and insisted to charge us unless my husband join the membership. How we could decide even without having a look of inside and giving it a go. We made our way to the gym and it is raining, and we ended up leaving. This is so disgusting, I wouldn’t join in with this pushy and unfriendly attitude.

Fantastic experience: The staff at the gym are friendly and welcoming the gym itself is good they have working equipment allowing me to work out, regarding the locker room members have damaged the facilities and then blame the gym and staff lol make it make sense. I highly reccommend Fitness First Castle Hill.

Negative experience: Dear Harit, I am writing to express my dissatisfaction and to insist on the immediate cancellation of both my and my wife's gym memberships. On the 20th of September, I visited in person to initiate this cancellation, as per the terms of our contract which allows cancellation post a 6-month period. You assured me that the process would be straightforward and that a confirmation email would be forthcoming. However, it has been an unacceptable length of time since that assurance was given, and I have yet to receive any form of confirmation. This lack of communication and action on your part is both unprofessional and disrespectful. It disregards the trust we placed in your services and the explicit terms of our agreement. I am thus compelled to demand an immediate resolution to this matter. I expect a confirmation email regarding the cancellation of our memberships within 48 hours of this notice. Failure to comply will leave me with no choice but to take further action. I trust you understand the gravity of this situation and will rectify this oversight promptly.

Negative experience: they call you over and over after your free trial even when you tell them you aren’t interested and signed up for a free trial at a location 1.5 hours away

Negative experience: Terrible management. Machines remain out of order for 2 months at a time. They then have the audacity to increase my fees by 50% due to "increase costs of maintenance". Also, the only gym in Australia with no aircon.

Negative experience: Horrible customer experience. They confirm to 2weeks free for a referral and after the reference has joined..they simply ignore that and do not give and reference benefits.

Negative experience: The managers blame the head office , the issues continues. The young kids working at the reception has no clue. When we mentioned that we are cancelling our membership no questions asked. No sales or customer service talent.

Negative experience: I had a very bad experience. I always go to top ryde center , this is the first time i visited castle hill for Pilates class and I wasn’t allowed for the class as i was 7 mins late.This rule that’s defined by the instructor is not mentioned in my contract. I’ve never experienced this in Top Ryde , the instructors were so helpful and accommodating. Amy is rude and arrogant, doesn’t want to accept constructive feedback.Front desk have no customer service. Changing rooms are dirty. There are plenty of other gyms with better customer service, don’t waste your money on FF.

Fantastic experience: Sogand will forever have my heart. She's the cool auntie I've always dreamed of and strive to one day become. A true role model - positive and supportive. So grateful for your help on my fitness journey! Couldn't ask for a better PT ❤️

Negative experience: Absolutely horrible. Half the TVs don't work. At one time there was no music or TVs on for about five weeks claiming that it was a technical issue. Even now the issue has not been fully resolved. Lockers are trashed, most are broken and don't lock when you tap your card.

Negative experience: Really has gone downhill. The changing rooms and showers are a disgrace. Lockers broken, a dirty towel left for days, and inside of lockers dirty. Broken changing area bench 'fixed' by taking the legs off! Too many idiots in here throwing weights around with no idea what they are doing, including school children still in uniform. Very few know that a collar is something you put on a barbell to stop the weights falling off. New staff unfriendly and indifferent. I am a long time member but only use this one now if desperate.

Positive experience: Reasonable price with plenty of deals where you can get even better deals. A good size gym. But there are not many night classes for 9 to 5 workers.

Negative experience: Very bad customer service..not professional.

Positive experience: Pretty large fitness first with all the typical features. Not 24/7 which is disappointing

Fantastic experience: Staff & Instructors at Castle Towers always helpful & friendly - class fitness classes the best anywhere

Positive experience: I had a personal training experience with Ahmad. He is an amazing trainer. Staffs are very friendly and helpful. You feel at home. Just need to maintain the bathroom and shower rooms.

Negative experience: Poor service, the staff have not fixed any of the issues in the gym for months and always come up with excuses anytime any one complains. Don’t join this gym save your money

Negative experience: 这是一家黑店，我的卡一次没用，取消后一直被扣款，发现后，去店里亲自取消了两次，仍继续被扣款，明天准备第三次去店取消，我想对待这样的黑电唯一的方式就是去银行消卡！大家一定不要再上当受骗去这家健身房了！黑心肝的店！我的卡已经被扣了半年！想去维权，有没有一同的朋友！把这家店告倒，让他们臭名远扬！

Positive experience: This club has the nicest people both staff and guests as well as excellent equipment. The only reason it doesn't get 5 stars is the long standing issues with sauna and steam room not working over months.

Fantastic experience: I have been to a few Fitness First in my time, Castle Hill is not the newest but one of the cleanest, well maintained and friendliest gyms I have been, glad it is my local. PS please consider opening 24/7! Keep up the good work.

Negative experience: One of the worst services and customer experience I had. When I requested to cancel last year, they put it on suspension. Then started charging without notice. I called in new year when I saw my bank statement. They assured me to cancel the account. Then again they charged the amount. I drove to the centre next day and then they cancelled. Saying they need 30 days notice. One of the worst gyms. Don’t recommend if you want to anyone. My friends and family has discontinued the membership after the incident. Based on experience, I would rate this branch very low.

Positive experience: Well equipped gym that is kept clean and tidy. They run good classes with qualified competent instructors. Quite a few personal trainers available too.

Negative experience: Only go here when I cant go to the Mosman gym. Absolute filthy. especially the bathrooms & showers. I have given feedback with photos previously but no one cares.

Fantastic experience: High quality facilities and hospitable staff that were happy to answer all my questions. I love my membership here because it allows me to get fit and increase my strength.

Positive experience: No one puts away their weights

Negative experience: I asked to cancel my membership and was told that I can use the facility until 8/Dec only, by two different receptionists. When checking my credit card another extra payment was deducted on 8/Dec which is for another extra week without informing me. At the time when asking to receive a reference in writing for my cancelation I was told, don't worry you will receive an email on the 8/12 which I receive only today on the 16th and then on the phone mr Lulu said our mistake but impossible to refund you and impossible to talk to the manager. Worst customer service.

Negative experience: No one ever put away their weights. Even staff during their work outs. Will leave the gym after my contract unless they fix this

Negative experience: Completely horrendous management! Save yourself and don't get into a contract with them. They're an absolute pain. Bad enough the facility is so old and EVERY week another piece of equipment is out of order. The place always smells of sweat too due to awful ventilation. Just appalling all over. Good riddance!

Negative experience: Pure negligence. Went in on the first week of October to cancel my membership which I’ve barely used this year because I moved. Was told two more payments would be taken out of my account and I wouldn’t have to do anything else to cancel. Surprise, I kept getting charged and apparently there is no record of my cancellation. Got asked which staff member I talked to, as if the onus is on me to remember? One staff member mentioned it may have been because of my contract, but I signed up in January 2018 so there should be no issue there. Poor communication between staff and poor customer service.

Fantastic experience: I have been going to Fitness First Castle Hill since it opened. They are very friendly, the instructors are very professional in the group fitnesses classes. There is a happy community feeling amongst the participants. The areas are clean and there is a great selection of classes. I am happy to recommend it.

Negative experience: They strongly advertised the steam room and sauna to me as it was the main attraction for me. It has been 3 months and the sauna has not been fucntioning and steam room is operational 30% of the time. I tell them that im tiref of waitinh for the repairs that i was promised and they ask for 100s in cancelation fee. Highly unprofessional and an unpleasant experience

Fantastic experience: Nice place. Great classes

Fantastic experience: My favourite gym and it's got everything you need however best not to come here around 4pm because that's when it'll get really busy.

Negative experience: Hard to cancel. Was conveniently charged the week’s payment ($30+) one day before my cancellation period ended. fitness first T&Cs are a trap. Beware.

Negative experience: Terrible Place First, dirty Then, Steam room is always having issues and not working, even when rarely it works, they have taken off the hose in steam room that you cannot pour water on sensor and make it working. So, you need to take the water bottle to steam room, as I said if you are lucky that it works at all. Manager just promise to resolve, nothing changed past 5 months. If you guys are so poor, let us donate some money to enable you to fix steam room and we can help you and buy the hose.

Fantastic experience: Best PT experience with Alex Always professional, listens to clents’ needs, gets results and super fun! Very happy to train with Alex

Positive experience: Nice gym, open with a lot of natural light unlike other gyms that look like they’re in a dungeon. Very nice staff, I have never encountered any rudeness. The things I would like improved are increased aircon in the cardio area especially when it gets busy because it gets stuffy quickly and the music playlist is not inspiring for exercise. Change this up, it’s really boring. I’d love for the opening hours to go to 10pm on Thursday and Friday nights, it would be helpful. Otherwise I recommend this gym

Fantastic experience: Very nice and friendly environment. I’m currently doing some sessions with Alex one of the great PTs there he’s really good and professional and hit the targets .

Fantastic experience: Only come here to see my PT Alex! He does an amazing job and has improved my strength and technique. The gym has all the equipment we need which makes it a lot easier.

Fantastic experience: Music isn’t the best. Great facility overall! Would not be here if it wasn’t for my PT Alex! Alex is one of the best there is!

Fantastic experience: love the gym. great vibes. ALEX best pt in the business

Fantastic experience: Fitness first is very professionally Kempt

Negative experience: I’ve been to so many gyms and this has been the worse experience so far. Waited 30 minutes for the sales rep to attend to me only for him to tell me to go away since I’m a member of the fitness passport. He then tried to sell me a day pass at $25 if I wanted a trial, despite a 5-day trial I saw online. One sales rep suggested I do a tour myself, I’ve noticed a bunch of kids (10 year olds) playing on the equipment like it was playground. Bathroom amenities were not maintained at all.

Negative experience: The gym is good, but the stuff are the worst, I tried to cancel my membership because I lost my job and I live so far away and I been paying for over a year for something that I haven’t use and I refused to keep pay and they going to report me when I tried to cancel so many times during a year This is absolutely horrible…!!!!!

Fantastic experience: I liked the Stair machine and also Stepper machine that had modes like ab & arm burning cycles . Good for burning calories.

Negative experience: Went for a 5 day trial and 3 days into it wouldn't allow me to continue it

Fantastic experience: Yeah this is a grea FF club to visit, easy to find once your in the shopping centre, friendly and nice staff too

Positive experience: Good club but the playlist choice is trash. I don’t think anybody likes to train listening to Adele sorta thing.

Negative experience: Very unpleasant front counter sales staff. He's unaware of current marketing promotion. Instead of treating people with respect, acted very rude with no basic manner. I would put the experience as negative 100 for treating customer so badly.

Fantastic experience: Tee, I was so happy with Tee he gave me so much advice , regardsing health too, how I need to follow classes take breaks, , I did not know we have solar in the fitness first , he showed me the area, my name is Osadi Gunasena , who is a member in Fitness first castle hills

Positive experience: Machines are a little rundown and need an update

Positive experience: Great trainers needs an equipment upgrade

Negative experience: Front staff are to busy on their phones or talking to each other to scan my card, same staff members would sit on benches without towels and talk long periods of time while the paying public want to use benches or the equipment they are using while the staff engage like its a mothers meeting. I stopped going to this gym due to poor front staff service.

Positive experience: It’s a nice gym . Have recently started at Castle hill , have been going to Hornsby for years. Enjoying the experience so far . Would love to see mirror wall to enjoy a better experience during workouts and it also does add to the look of the gym.

Fantastic experience: Fitness first Castle Hill is a very welcoming center with excellent customer service and quality group instructors.

Positive experience: Awesome location, friendly staffs but can be packed during peak hours.

Fantastic experience: Excellent customer service Tee at the reception has wonderful customer service and always there to help . All the instructors and staff are great.

Positive experience: The staff are pretty friendly the squat section is a bit cramped, however the rest of the gym is pretty spacious, some of the machines weights don't really feel right.

Fantastic experience: Great gym

Fantastic experience: All the machines were working and all wipes and paper towel dispensers were stocked.

Negative experience: This is actually a good facility let down by being run by Fitness First. (As a side note it’s funny to see 5 out of 5 star reviews written here by the staff.) It’s dirty, poorly maintained and you would be lucky to get noticed by the staff. Some days the aircon doesn’t work or is turned off and it is hot and smells. The free weights area is crowded - could easily be moved. Broken equipment sits for weeks unrepaired. The changing rooms vary between ok and kinda disgusting - torn upholstery, broken lockers, rubbish on floors and generally dirty. People who go here are generally nice and considerate. As said it’s let down by the zero care factor of FF.

Positive experience: Really great gym, class instructors and staff. Nick at the front desk was particularly helpful with my membership. Classes are great however they tend to book out very quick because everyone loves them!