Handle a negative review
Every gym eventually gets one. Handled well, a negative review plus a good reply reads as MORE trustworthy than a wall of five-stars.
The playbook
- 1Check the subscores - they tell you if it's equipment, cleanliness, staff, or value.
- 2Reply once, publicly, calmly: acknowledge, state the fix, invite them back.
- 3Fix the actual thing. Repeat complaints about the same subscore are a to-do list, not bad luck.
- 4Only report reviews that break rules (fake, abusive, off-platform dispute) - disagreement isn't grounds.