Hi Greg! Thank you for sharing your feedback with us. We’re truly sorry to hear about the frustration you've experienced with class coverage and the check-in process at some of our partner studios. We want every visit to be seamless, and it's clear we missed the mark here. If a studio is unable to check you in or incorrectly informs you that a booked class isn't covered, our team can certainly investigate and look into reversing any unfair "no-show" marks on your account.
We will take your comments seriously and work with our partner relations team to address the check-in difficulties at the locations you mentioned. To help us resolve this for you and look into your specific account, please reach out to our support team directly, you can also DM us on Instagram (@wellhub) or X/Twitter (@Wellhubhelp) and we'll be happy to assist you!
Used to be really good but they've changed their policies - used to be you could miss a check/cancel late 2 times a month (on 3rd they'd block you from using the app), and then they changed it so you could only miss 1, and now most recent update I got is that from Feb 2026 onwards you can't miss any class you book into or you won't be able to book any classes for the rest of the month -- unless you pay an extra fee of course!!
It's insane to expect that everything will always go perfectly, and frankly extortionate. They keep talking about how they're trying to be 'fair' to others while implementing a policy that is not only wildly unfair but also under blatantly unnecessary premises - the classes I book into regularly have 20 or so extra spots open, can't recall a time my gym's classes were ever fully booked. I'm not preventing anyone from booking by once a month missing or 'late cancelling' a class. This is very obviously a money grab.
---- Edit (2)
LOL Okay, so first Wellhub gave a completely generic copy/paste response that basically confirmed what I said, that that their reasoning is so everyone can 'have a fair and equal chance to book'. When I pointed out that this is just confirming what I said above, they now put in the current comment.
So, let me explain why this is not fair or equal. But first, here's the summary:
Wellhub is doing a money-grab that includes almost certainly breaching Consumer Protection laws, acting in bad faith to the companies' who they signed up with prior to this late cancellation change, and which penalises Wellhub customers for a month (instead of being fair or equal) for someone else's possibly 'potential' ability to book for one day, which is incredibly unfair and unequal.
So - more detail:
1. Unfair to the companies that sign up for Wellhub -- When my company signed the contract with Wellhub, that meant that if employees did pay for Wellhub they could miss 1-2 classes a month without being blocked from booking. That's no longer the case, which means that the company is now paying/has paid the same cost for less features/flexibility than originally signed up for. And I personally wouldn't be asking HR to renew when contract renewal time comes around.
2. Unfair to those who signed up for yearly contracts -- If I buy a 1 year subscription, Wellhub should not be able to change such significant features/what I receive from that subscription to this extent. This is in fact so unfair it's at least tiptoeing and possibly outright crossing the line of the (in Ireland) Competition and Consumer Protection Commission rules (CCPC), which state that: a business must always provide digital content/services to you that works how the business said it would ...[and] matches any advertisement, information or trial version you have seen.
That is, if I or any other customers bought the one-year subscription when the 'information' or 'version' was that I get 2 cancellations per month, than this change means it no longer matches that, and so is in breach of CCPC. If they want to make this change, they need to provide a penalty-free cancellation/refund option for those who don't want to use it anymore, given the change.
To use a simile, it's like they get you to sign up for a yearly delivery subscription for 3 cakes a month and then reduce it to you getting only 1 cake a month, when you've already paid for the full year.
3. Unfair to all existing customers (incl. monthly) - they are saying that they won't let you 'late' cancel because you could potentially be taking up a space that others could use, to which I have to ask... Why is Wellhub putting the interest of me, a paying customer, below that of other (likely non-paying/non-Wellhub) people? This is the opposite of equal or fair, and is in fact wildly disproportionate. This policy means they're putting somebody else's 'potential' loss of not getting to book this one specific class for one day over my confirmed loss of not getting to book any of the classes I want for an entire month, despite me having paid for it!! That is so insanely unfair it's shocking. The entire point of a subscription is that you get preferential treatment, and here they are prioritising their non-customers (since most who would potentially book a class if you didn't aren't Wellhub customers anyway) and penalising you far far far more heavily than makes any sense.
Also, do feel free to copy from above if you'd like to use any of it to:
a) lodge a complaint with Wellhub
b) lodge a complaint with your local consumer protection board or
c) write your own review.
Edit 3: LOLOLOL Wellhub reported this review for defamatory content, but it's only defamatory if it isn't true! And I told no lies, so review's still here.
To Wellhub, if me telling the truth about your policies is so problematic, maybe the problem's with your policy.
DO NOT GET WELLHUB! The app experience is incredibly frustrating. Checking in at the gym does nothing—you’re also required to geo-tag inside the app, which is not intuitive when you’ve already checked in at the front desk. If you don’t realize this, the app marks you as absent and locks your account until you pay a $25 fee to reactivate it.
So on top of paying hundreds of dollars a month, you’re charged for attending a class simply because the app didn’t register your location. And if it’s a glitch—which happens often—and you don’t catch it in the moment, customer service refuses to fix it unless you have a screenshot.
They claim it’s how they pay gyms, but every competitor manages to track attendance and pay studios without forcing users to geo-tag. It feels predatory and like they’re taking advantage of the fact that there aren’t many alternatives.
Awful user experience, terrible business practices, TOTAL SCAM!
______________________________________________________
The response below doesn't solve the issue, it's just reinstating the process for check in. The issue IS the check in process that you all require, which is unnatural and designed so you have to pay multiple times per month ON TOP of what you pay for your monthly membership. You shouldn't have to check in at the front desk AND check in in the app. The check in at the gym should be a clear indicator you are there for your class, however your team has designed a product that makes it more complicated so people hopefully forget and you all can recoup more and more of people's hard earned money. I stand by everything I said in my original review.
I have been quite disappointed with my experience. The website feels outdated and difficult to navigate. I was previously a member through my former employer, but though I have since left the company, I am still being charged — despite having no access to my account. It should not be this difficult to resolve.
The response time of up to three days is far too long, and getting in touch with someone has proven surprisingly challenging. I contacted my bank to block the payment, which they did, yet the charge appeared again the following month as a subscription. This really ought to be looked into.
Overall, I expect clearer communication and swifter support. If a person leaves a company, it is only reasonable that they should no longer be billed.
Easy to use, amazing array of classes, it’s insane. Only downside which I quickly learned is you’ll be banned for the remainder of the month if you don’t click check in when taking a class, so definitely check in!!!!!
Scammers imo. happy to charge your card while making it next to impossible to cancel or downgrade. Zero customer support, just argumentative drones who play dumb even though I send them screenshots of proof of cancellation they keep copying and pasting ToC paragraphs pretending they don't understand me. Literally behaving like scammers. you cannot manage your account on a pc or laptop, you can only log in online only to be shown two download buttons for android and iPhone, wants the point in losing in online to see two download buttons? pathetic!
Wellhub 回复2025-12-05
你好 Adam，
感谢你也在这里分享反馈。我们想直接回应你的担忧，特别是你觉得我们的做法具有欺骗性的感受。我们向你保证，我们完全透明地运营。
正如我们在回复你的 Google 评价时提到的，我们已审查了关于你取消操作的系统日志。虽然最初提出了请求，但账户上的后续操作在计费日期之前撤销了该请求。我们已发送包含此时间线的详细邮件，以便你清楚了解具体发生了什么。
关于你在桌面网站上的体验：我们理解你的沮丧，会将此反馈转达给我们的产品团队。
对于支持互动给你带来的困扰，我们深表歉意。我们正在审查那次聊天，以确保我们的团队今后能更有效地倾听。请查看你的收件箱，了解账户操作的详细说明。
你始终可以直接通过 https://helpcenter.gympass.com 或社交媒体（Instagram @wellhub 或 X @wellhubhelp）联系我们。
我们随时为你提供帮助！
rubbish. please people save your money. after paying them and still not having access to the gym. wasted 40 minutes standing around waiting for the pin to work but to no avail. do not give them a penny of your money cause they dont deserve it. crap service. stayaway
ClassPass
Toluna
Deel
Tracelo
EGYM Wellpass GmbH
Atlys
TotalAV
Mindbody