At ClassPass, we’re always looking for ways to improve the experience for both our partners and users. A key part of that experience is reviews.
Reviews help users choose the right class, appointment, or experience. It helps partners understand what’s working well, where there may be opportunities to improve, and how users are experiencing their business. When feedback is clear, fair, and actionable, it helps create a stronger marketplace for everyone.
That’s why we’re evolving the ClassPass review system.
As part of our ongoing investment in improving the partner experience, we’re updating reviews to make them more transparent, accountable, and useful. These changes are a direct response to what we’ve heard from partners and an important step toward building a better experience across the ClassPass marketplace.
Why ClassPass reviews matter
Reviews play an important role in helping ClassPass work well. For users, reviews provide helpful context before booking. They can offer insight into what to expect, from the atmosphere of a spa to the flow of a class, to the post-workout food and drink options.
For partners, reviews are a valuable source of insight. Thoughtful reviews can help partners understand the customer experience, recognize what users value most, and identify opportunities to improve it.
At its best, feedback left via reviews should be:
- Specific: Focused on a real experience.
- Contextual: Clear enough to understand what happened.
- Actionable: Useful for partners and helpful to future users.
- Accountable: Builds trust and reduces the likelihood of unfair reviews.
What we’ve heard from ClassPass partners
We’ve heard from partners that the review experience hasn’t always felt as transparent or actionable as it should. In particular, partners have shared that anonymous reviews can make it difficult to understand the context behind reviews. When feedback is anonymous, it may be harder to know which visit a review refers to, what happened during the experience, or how to use that feedback meaningfully.
We’ve also heard concerns that anonymous reviews can feel less accountable. Feedback is most valuable when it reflects a real visit and is shared in a way that encourages fairness, specificity, and respect. These insights have helped shape the next evolution of our system.
How ClassPass is evolving reviews
We’re making updates to the reviews experience to create a more transparent and accountable feedback system. Here’s how.
Reviews are no longer anonymous
Going forward, new reviews on ClassPass are no longer anonymous. This gives partners more context about who shared feedback and helps create a more accountable experience. This update is designed to support more thoughtful, actionable feedback, and give partners more context when reviewing user comments.
This change applies to new reviews only. Previous reviews aren’t affected and will remain as they were.
Reviews will be more transparent
By making new reviews non-anonymous, we’re adding more transparency to the review experience. For partners, this means more context when reading and evaluating feedback. For users, it creates a clearer expectation that reviews should be honest, respectful, and grounded in their actual experience.
This update helps move ClassPass toward a review system that is fairer, more useful, and more trusted by everyone who uses it.
Review reply notifications
Partners can already reply to member reviews via the Partner Dashboard, but until now, members had no way of knowing a reply had been left. Replies were only visible to someone actively browsing the venue or class page.
Now, that's changed: members will now receive an email notification when a partner replies to their review, bringing the conversation directly to them.
To make the most of this, we encourage partners to include contact details in their reply—opening the door for a direct conversation where it's warranted.
More improvements are coming
This isn’t the final step. It’s part of a broader evolution of how reviews work on ClassPass. We’re continuing to invest in improvements that make reviews more useful and applicable for partners.
What this means for ClassPass partners
For ClassPass partners, these updates are designed to make reviews easier to understand and more useful to act on.
With non-anonymous reviews, you’ll have more visibility into who left new feedback. That added context can help you better understand the user’s experience, identify patterns, and determine when action may be needed.
These changes are also intended to improve the quality of reviews overall. When reviews are connected to a real user, it can encourage more specific, actionable, and respectful comments.
Most importantly, this update is part of a larger commitment to listening to partner feedback and making meaningful improvements to the tools and systems you rely on.
What this means for ClassPass users
For users, reviews continue to be an important way to share experiences and help others choose where to book.
As the review system evolves, users can still share honest feedback about their experience. The difference is that reviews going forward are now connected to their account, helping create a more accountable environment for everyone.
This helps ensure reviews are useful to future users, fair to partners, and reflective of real experiences across ClassPass.
A continued investment in a better marketplace
Evolving our review system is one part of a broader effort to improve the ClassPass experience for partners and users.
We know feedback is only one piece of the partner experience. That’s why we’re also investing in stronger user education, clearer expectations, improved reporting tools, and more transparency throughout the booking journey.
These updates are part of an ongoing commitment to make ClassPass work better for partners, users, and the marketplace as a whole.
