Front desk guy is very friendly and welcoming!

Review of Ralena Phillips: General Manager, Equinox Brickell HeightsIve been a proud member of Equinox for years at Equinox Brickell Heights. Ive referred friends, family and colleagues to this club with confidence. For a long time, this wasnt just a gym- it felt like a community.When I first joined, the culture was something special. Under previous leadership, particularly when Matt was leading the club and Will was one of the Membership Advisors, there was an unmistakable energy. We had rooftop celebrations. Members actually knew and built relationships with each other. The front desk greeted you by name. Coaches checked in on you, held you accountable and genuinely cared. Group fitness instructors made hard work enjoyable. The atmosphere was disciplined but light. It was motivating and welcoming at the same time.Over the past year, however, Ive noticed a significant shift.The warmth is gone. The spark in the staffs eyes has slowly faded. The turnover has been staggering. What was once a stable, cohesive team now feels unsettled and strained.During the early summer, I witnessed an incident that left a lasting impression on me. The general manager, Ralena Phillips, took a cleaning supply from a maintenance team member, reprimanded them publicly for not cleaning something correctly, and then proceeded to clean the rest of the area herself while the employee stood there. I deeply appreciate how the maintain team cleans the facilities because I am admittedly germ-conscious and the clubs cleanliness is one of the primary reasons Ive remained a member. I go out of my way to thank maintenance staff because I value the peace of mind they provide but the way she treats and speaks to them is unsettling.What was disheartening was the public nature of the reprimand and the visible embarrassment of the employee. It felt unnecessary.More recently, I witnessed Ralena speak to a newer female coach on the floor in a manner that came across as overpowering and condescending. The coach was clearly overwhelmed and was expressing that. Instead of diffusing the situation, her tone escalated it. The entire energy of the floor shifted. Members felt it. Conversations paused, we all watched. The energy became tense and awkward.Leadership sets tone. And over the past year, the tone has changed.There was a brief resurgence of optimism when Leroy joined as Assistant General Manager. He brought a positive, grounded presence and seemed to connect well with both members and staff. When I returned from a work trip and learned he had left the company, it felt like another loss in a pattern thats becoming hard to ignore.Ive spoken to the manager Leroy and the staff that have managed to stay for longer than 3 months about this but nothing seems to be changing. I dont want to cancel my membership because its the only gym I can use when I travel for work but I want this club to return to what it once was. I was proud to represent this community. I would like to feel that way again.

I called ahead because I was interested in learning more about the gym and the different membership options. Unfortunately, the response I received was not very welcoming, as I was simply told that I needed to come in person.When I visited later that same day around 6:00 p.m., I was informed that no one was available to show me the facilities, despite the gym being open until 11:00 p.m. I then asked for basic information about the membership options, but was again told to return the following day.I found the level of customer service to be disappointing and not aligned with the high standards that Equinox promotes. Additionally, as a resident of the building, I expected clearer information regarding potential resident discounts, which was not provided.Unfortunately, this experience has led me to decide not to join.