Hussle  Reviews 2,104

Reply from Hussle

Feb 25, 2026

Hello,

Thank you for sharing your feedback. I can understand why this feels less convenient, especially if you were used to buying passes directly in the app.

To explain the change, we contacted customers at the beginning of September 2025 to let them know that purchases, including day passes, now take place on our website rather than in the app. We know that changes like this can be frustrating, so I wanted to share the reason behind it.

More and more customers now access Hussle through employer and partner schemes, including AXA, BUPA, and WPA. The customer journey involves custom landing pages and eligibility checks to apply the correct discounts, and those steps are not currently supported in the app. Moving purchases to the website means we can provide a smoother and more consistent checkout process for everyone, regardless of how they access Hussle.

This also allows us to keep the app focused on the features customers use most, like browsing gyms and studios, saving favourites, and viewing passcodes for faster check ins.

I appreciate that it may still feel like a backward step from your point of view, and your feedback is genuinely helpful. I will share your comments with our management team as we continue improving the experience. Thank you again for your honesty.

Best wishes,
Hussle

Reply from Hussle

Feb 25, 2026

Hello Rebecca,

Thank you for taking the time to share your feedback. I am sorry to hear that your experience was frustrating. I appreciate your comments and understand how disappointing it can be if expectations are not met or information did not feel clear.

To clarify, passes can only be used by the named account holder because a Health Declaration must be completed as part of the process. This is outlined in our terms and conditions, in our FAQs, and again at checkout, in a visible place, where we advise that only the named account holder can use the pass.

In relation to your cancellation, our support team has reviewed this with you directly and the credit has now been refunded back to your bank card. If you require further support regarding this matter, please do not hesitate to reach out.

I am also genuinely sorry to hear the Hilton visit did not meet expectations due to children’s swimming lessons taking place at the time you arrived. I understand how this impacted your experience, and we take this kind of feedback seriously as we continue improving the information shown on venue profiles. We will also share your comments with the venue’s management team.

Best wishes,
Hussle

Reply from Hussle

Feb 25, 2026

Hello Sharon,

Thank you for sharing this, and I am sorry to hear about your experience.

I understand how frustrating it is to arrive and find the venue team unsure about access, especially when you are expecting a straightforward check in.

All venues on Hussle must complete training sessions on how the service works, including how to check customers in. That said, we know issues can sometimes happen when there are staff or management changes at a venue and newer team members are not yet fully up to speed.

Our Account Management team regularly supports venues with updates through newsletters, FAQ articles, and their venue portal, where they can access partnership and service information at any time.

I have checked your account and can see that access has since been resolved, and recent visits have been successfully logged. Even so, I appreciate you raising it, and we will make sure this feedback is shared with the relevant team so the venue can be supported further.

Best wishes,
Hussle

Reply from Hussle

Feb 16, 2026

Hello,

Thanks for taking the time to leave a review, and I’m sorry the website felt like it hardly worked for you. I know how frustrating that is, especially when you’re trying to buy passes quickly.

I’ve checked your account and can see you were able to purchase passes successfully, but that doesn’t rule out issues along the way. If you’re open to it, we’d really like to understand what went wrong so we can look into it. Could you email us at info@hussle.com explaining what you were trying to do when it stopped working, and what happened (error message, page not loading, button not responding).

Thank you!
Best wishes,
Hussle

Reply from Hussle

Feb 16, 2026

Hello,

Thanks for taking the time to leave a review, and I’m genuinely sorry to hear about your experience. The venue staff should be up to date with the process, therefore, we’ll raise this directly with the venue so their team is clear on the correct steps and can support customers quickly and consistently.

Just to clarify what you purchased, your account shows a Monthly+ pass. That’s a multi venue access pass, rather than a traditional gym membership held directly with one gym. With your main venue being an Everyone Active site, access isn’t fully automated yet because we’re still completing our integration with Everyone Active. Until that’s finished, you do need to follow the temporary entry steps shown on the venue page.

That said, I understand why it feels more manual than expected, and I’m sorry the experience has been time consuming. The goal of the integration is to make access much more seamless, and once it’s live you won’t need to rely on reception in the same way.

Thank you for your understanding!

Best wishes,
Hussle