Invite honest feedback without incentives or a request for a particular star rating. Keep the public review option open to every customer. Templates are examples to adapt, not testimonials or evidence of customer results.
"Equipment I wanted to use was out of order for weeks."
Facilities complaint
Hi [Name], thanks for flagging this, and sorry for the inconvenience — that's longer than it should've taken to fix. We're speeding up our maintenance turnaround. Let us know at [contact] if it's still an issue.
— [Gym Name]
"Cancelling my membership was more complicated than it should be."
Membership/admin complaint
Thanks for the honest feedback, [Name] — sorry the cancellation process felt like a struggle. That's feedback we're taking seriously and reviewing internally. Please reach out to [contact] if your membership still isn't sorted.
— [Gym Name]
"Classes were often overbooked and hard to get a spot in."
Capacity/booking complaint
Hi [Name], sorry classes have been hard to get into — that tells us we need to look at capacity and booking windows. We're reviewing our class schedule to fix this. Thanks for the patience in the meantime.
— [Gym Name]
The playbook
The 4-part structure behind every good reply.
1. Thank them
Even a critical review is feedback — thank them for taking the time, without sounding sarcastic or defensive.
2. Acknowledge specifically
Reference the actual issue they raised. Generic replies read as dismissive, even when well-intentioned.
3. Take it private
Invite them to continue by phone or email for anything detailed — the public reply stays short and calm.
How do I respond to a negative review for my gym? +
Thank the reviewer, acknowledge the specific issue they raised without being defensive, briefly note what you're doing about it, and invite them to continue privately. Keep the public reply short and calm.
Should every gym respond to negative reviews? +
Yes — a prompt, professional reply shows future customers the business takes feedback seriously, which matters as much as the original review itself.
Start getting more Google reviews
Check your current review activity before choosing a follow-up workflow.