How to respond to negative gym reviews

Gym reviews cluster around cancelling a membership, cleanliness, crowding and staff. Answer each one, then move the account details to a private channel.

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The rules

Thank the member and name the issue.
Never post membership details, payment history or visit times.
For cancellation complaints, say how to reach the person who can resolve it, and do not promise a refund in the reply.
Do not argue about contract terms in public.
Never make a refund, discount or freebie conditional on the customer changing or deleting the review. In the US the FTC's rule on reviews (in force since 21 Oct 2024) bans incentives conditioned on a review's sentiment and bans suppressing reviews through threats or intimidation (FTC).
Google reviews your reply before it appears (usually within minutes), shows it publicly as the business and notifies the customer, who can then edit their review (Google).

What not to write

“You signed a 12-month contract.”
“Our system shows you only visited twice.”
“Everyone else manages to cancel online.”

Example replies

Illustrative example, not a real review

Review (1★): Trying to cancel for a month, still being charged.

Example reply:
Hi Ryan,

Thank you for telling us. I'm sorry you're still dealing with this. We can't discuss account details here; please email [email] with your name and we'll look into it.

– [Name], [Gym]

Illustrative example, not a real review

Review (2★): Changing rooms are filthy by the evening.

Example reply:
Hi Mia,

Thanks for the feedback. I'm sorry to hear you were disappointed with the cleanliness. Please reach me at [email] so I can hear when this was and look into it.

– [Name], [Gym]

Illustrative example, not a real review

Review (3★): Good classes but way too crowded after 6pm.

Example reply:
Hi Ben,

Thank you for the review. It's good to hear that parts of your experience went well. Please reach us at [email] if you'd like to share more about the evenings.

– [Name], [Gym]

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Replies written for your real reviews

Paste your Google Maps link at checkout. We pick your 20 most recent unanswered 1–2★ reviews and write a calm, specific owner reply to each, in the reviewer's language, ready to paste into your Google Business Profile. Delivered by email, usually within 24 hours.

20 ready replies to your real bad reviews – €9 Sample PDF

Want the whole profile checked, not only the replies? The Google Business Profile audit is €19 (launch price, €49 from 1 Dec 2026).

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Sources

FAQ

Should I explain our cancellation policy in the reply?

A one-line pointer to where the policy is published is fine; the account itself belongs in a private conversation.