I work in the office complex that houses this particular location and have been coming here for 2 years.
It is really tough to rate this location. The course instructors are 5 star. Most of them care about what they do and showing you the proper technique so you don't hurt yourself. The "daytime" and peak use time instructors such as Christine, Donna, Melvin, Susie, and Sherry, to name a few, are absolutely great.
The front desk staff are usually friendly. They can be overwhelmed during busy periods. The great ones don't last long as I can imagine the pay doesn't encourage tenure.
Yes there is often out of service equipment and not so clean washroom facilities. Having said that, this is by far the busiest GL location that I frequent. None of the other 3 locations I also use come close to this one in volume. I think GL should recognize that and have maintenance on site accordingly.
The most appalling thing is some of the members. That is part of the problem. Apparently it's completely acceptable to be absolute pigs and slobs. Leaving towels and littering on the floor, sticking feminine hygiene products to the change room wall or leaving used ones in the lockers has NOTHING to do with GL. This is not your house and your mommy isn't here to clean up after you. If everyone respected and used the facilities as if it was their own home some of this would not be an ongoing problem. Perhaps having more towel bins or garbage cans throughout the change rooms might help as sometimes the stack of used towels is 6 feet high. There seems to be only one or two poor souls who check the change rooms on a regular basis. There needs to be a schedule to ensure there is proper coverage during peak times.