2 /5 Alexander Leist: I was a member at Midtown years ago and, after moving away for a decade, I’ve come back several times as a guest with friends and family.
The facilities themselves are beautiful. Midtown is a great choice for people who want a luxury gym experience—sauna, steam, classes, and a pleasant space to exercise. Personally, I find it less appealing for consistently structured workouts, but that’s more a matter of preference.
What really disappointed me on this most recent visit was the customer service. From the moment I signed up as a visitor, the front desk staff were neither polite nor helpful. The check-in process felt cold and transactional, with no attempt to be welcoming. Later, when I approached with a question, I stood waiting—clearly trying to get their attention—for about two minutes while two employees finished their personal conversation. When I finally and politely interrupted, they reacted as if I had done something wrong.
I also had a brief conversation with a gentleman in membership, and in only a few minutes he managed to imply—twice—that I was being dishonest. The tone was unnecessary and frankly unprofessional.
This stood in contrast to past visits, where I’d had positive experiences, including as a member and even as a guest on a complimentary post-deployment pass. Unfortunately, this visit left me feeling unwelcome and disrespected. At Midtown’s price point, basic courtesy and professionalism should be the minimum standard. If I lived in Rochester, this experience alone would be enough to keep me from rejoining.
