Read the full success story to learn why this hotel management company trusts Xplor Gym to make managing multiple fitness clubs easier, streamline operations, and power growth.
Leading hotel management company, Valor Hospitality, operates fitness clubs under brand ‘The Club’ at 7 hotel locations across the UK. Serving over 5,500 members, as well as hotel guests, the clubs offer high-quality facilities and services – including gyms, swimming pools, saunas, and more.
At a glance
By partnering with Xplor Gym for software used at The Club locations, Valor Hospitality has:
- Cut attrition and grown sales
- Clear, actionable insights across locations
- Proactive and reactive support on hand from a dedicated team
Driving revenue, retention, and insight across multiple sites
Seeking a software solution that would offer growth opportunities for its leisure facilities, the hotel management company went live with Xplor Gym across The Club locations in late-2023.
Modern, intuitive, info-rich gym management software
With Xplor Gym in place, the multi-site operator has access to consistent, comparable information across all 7 locations. This makes decision making and cross-location analysis simpler – powering fast, informed decisions.
Xplor Gym has a modern feel and there’s a lot of useful information within two clicks. For our Club Managers, it’s super important that you don’t have to look too far and wide for the information needed.
From my perspective, I can find information for each site fast and get more detailed information when needed too.
Mark Pearson, Head Of Leisure, Valor Hospitality UK & Europe
Responsive, high-quality support
Valor hotels with fitness clubs rely on gym management software to keep everything running smoothly. The right level of support is essential.
When a challenge arises or assistance is needed, Club Managers have the Xplor Gym Customer Support and Solutions team on hand. This team responds fast, keeps them informed, and finds the best solution for the operator every time.
When we raise a support ticket, the Xplor Gym team is always really responsive. From quickly acknowledging the issue, to keeping us informed along the way to a resolution, the communication is great throughout.
Often, that’s all you need as a business – to know somebody is trying to take care of the issue for you. That builds trust.
Mark Pearson, Head Of Leisure, Valor Hospitality UK & Europe
Advice that has impact
When it comes to the experience with Xplor Gym, the proactive support from the Customer Success team really stands out for the hotel management company.
From presenting at their annual event for Club Managers, to delivering in-depth success reviews, this team goes the extra mile to understand the business and how the software is used.
This knowledge is used to provide clear guidance that has already resulted in measurable operational improvements across the clubs.
After implementing recommendations from the success review, we saw real improvements. The average rate per paying member increased and is now more accurate – because we trimmed away all the fat by removing those with missing mandates from this number.
Our collection success rate now sits at 98%.
Mark Pearson, Head Of Leisure, Valor Hospitality UK & Europe
Strong financial performance
Across The Club locations, Valor Hospitality has seen revenue growth year-over-year. This growth came without major capital investment.
Member attrition dropped to 3% as of November 2025. Plus, membership sales grew by 10% in the same month.
In our clubs using Xplor Gym, we’re retaining more members.
In part at least, that’s due to the control the software gives us. Including the ability to re-attempt a second and third time when a Direct Debit collection fails first time. Fewer members quietly drop out because of payment failures.
Plus, as a hotel business, Xplor Gym gives us the opportunity to increase revenue from our fitness clubs through ancillary sales too.
Mark Pearson, Head Of Leisure, Valor Hospitality UK & Europe
What’s next: New ways to grow revenue
With the help of the Xplor Gym team, the hotel group has more planned to get the most from the gym management system.
That includes:
- Increasing member app usage – with all members accessing facilities using the dynamic QR code pass within the app (no more plastic membership cards!)
- Using the app to promote hotel events – driving ancillary spend and enhancing member communications
- Integrating new digital training and nutrition features into the app – taking advantage of the integrations Xplor Gym offers
I’d recommend Xplor Gym to other multi-site operators. As Xplor Gym is a large business we benefit from having lots of people working towards our end goal. The solution is continuously being developed. It’s helping us get to where we want to go fast.
Mark Pearson, Head Of Leisure, Valor Hospitality UK & Europe
Article by Xplor Gym
First published: 26 January 2026
Last updated: 26 January 2026