How to respond to a negative review for gyms

A calm, specific reply to a 1- or 2-star review can win back the customer and, more importantly, shows future customers how you handle problems.

Write your reply now

Step by step

Thank them for taking the time to write, even if it stings.
Name the specific problem they described so they know you read it.
Apologise for their experience without arguing about the facts.
Say briefly what you're doing about it, if something has changed.
Invite them to continue the conversation privately, with a direct contact.

Something specific to gyms

Cancellation complaints are the most common and the most damaging. Point to a simple, specific way to cancel or get help.

Common complaints members raise: difficulty cancelling a membership, crowding at peak hours, broken equipment. Common praise: the clean equipment, the motivating trainers, a welcoming community.

Example reply

“Really disappointed. Difficulty cancelling a membership and nobody seemed to care. Not coming back.”

We're sorry to hear about difficulty cancelling a membership, and thank you for telling us. That isn't the experience we want any member to have, and we understand why you're disappointed. We'd like to make this right. Please contact us at [phone/email] so we can talk it through directly. - The team at [Your gym name]

What to avoid