Hussle  Anmeldelser 2 052

Svar fra Hussle

For 15 timer siden

Hello Robert,

Thank you for your review, and I am genuinely sorry for the confusion and inconvenience this caused.

I appreciate how disappointing this must have felt, especially if you believed the venue would have you listed as a direct member. Our Monthly+ pass is a multi venue access pass, rather than a membership with one specific gym, so venues would not normally find customers registered in their own membership database. This is explained on the venue profile, during checkout, and again in the confirmation email. Access is instead provided using the unique code sent in the order confirmation and shown in the app.

I can see that our support team has already been in touch to explain this and offer a refund, and I am glad we were able to help resolve things for you directly. We do appreciate your feedback, as it helps show where we need to keep making the access process clearer for customers.

Best wishes,
Hussle

Svar fra Hussle

For 14 timer siden

Hello Paul,

Thank you for your review, and I am sorry for the inconvenience this caused.

I appreciate that this would have been disappointing. After reviewing the case, our records show that the pass was cancelled on 26 December 2025. We only cancel a pass when we receive a direct instruction from the customer or the venue by email, or when a customer uses the online self cancellation option.

Our team carefully checked your account details and were unable to find a cancellation request sent to us directly. This suggests that the online self cancellation option was used or you submitted it from a different email address. As explained by our support team at the time, once a pass has been cancelled we are unfortunately unable to reinstate it.

That said, the team did want to be fair in how this was handled. A pro rata refund was arranged, and as a goodwill gesture they also added credit to your account .

I am sorry that this left you feeling let down, however the case was reviewed carefully and resolved in line with the information available on the account and the support already provided.

Best wishes,
Hussle

Svar fra Hussle

For 14 timer siden

Hello,

Thank you for your review, and I am sorry for the disappointment this caused.

I can understand why this felt confusing, especially if you were expecting a setup closer to a direct gym membership. Our Monthly+ pass is not the same as joining one specific club directly. It is a multi venue access pass that allows entry to your chosen venue, as well as other venues on our website, across the country, offering a Monthly+ pass at the same price or lower.

This venue has specific access instructions listed on their profile, valid until a more seamless integration with the venue’s systems is available. The profile also states that this location offers gym and swim access, and that these activities can only be booked on the day rather than in advance.

I appreciate that this may not have been what you expected and I am sorry for the inconvenience caused by having to ask staff for help onsite. We do want the access process to be as straightforward as possible, and feedback like this is useful in showing where the customer journey can feel unclear.

As you have not contacted our support team yet, if you would like them to look at your options for changing or cancelling the Monthly+ pass, please email them at info@hussle.com.

Best wishes,
Hussle

Svar fra Hussle

For 8 timer siden

Hi Greg,

Thank you for your review, and I am sorry to hear about your experience at the venue.

I understand how disappointing this must have been, especially after making plans to go for a swim. While we do not own or operate the venues available on our platform, we do work closely with our partners and always share customer feedback with them so that service and communication can improve.

It is also important to clarify that Hussle is for customers aged 16 and over. Parents with a Hussle account may only bring children under 16 if the venue allows this under its own rules and policies. As venues set and manage these conditions themselves, some restrictions around children’s access and swimming times may apply.

I am sorry again that this was your experience, and we will make sure your feedback is shared with the venue partner to help improve things for future visits.

Best wishes,
Hussle

Svar fra Hussle

7. apr. 2026

Hello Kathy,

Thank you for taking the time to share your feedback. I am really sorry to hear how disappointing this price increase has been.

I would like to reassure you that we do not change venue prices unless we have received a request from the venue/group we have an agreement with. I have checked the venue you use the most and can confirm that it is part of a larger gym group, and the price change was made following a request from the group’s management team.

I appreciate that this may be different from what you were told locally. If the team at the venue is not yet aware of the update, they may need to speak with their group management team directly so they can share the correct information with customers going forward.

I completely understand your disappointment and I am sorry for the impact this has had. Thank you again for raising it with us.