Hussle  Avis 2 106

Réponse de Hussle

6 mars 2026

Hello Ramzi,

Thanks for taking the time to leave a review, and I’m really sorry to hear about your experience.

After a successful purchase, our system automatically sends a unique pass code by email, and customers can also see all active and used passes inside the app. If a pass is marked as used, it will show the exact time and venue where it was redeemed. Also, venues don’t have access to pass codes on their side, so a pass can’t normally be redeemed unless the code is provided by the customer at reception.

I have checked your account and can see one active pass, purchased on 04/02/2026. Please contact our Customer Support team at info@hussle.com from the email address linked to your account, and they will be able to assist you further. Please also note that Day Passes are valid for 30 days from the date of purchase.

We look forward to hearing from you!

Best wishes,
Hussle

Réponse de Hussle

25 févr. 2026

Hi Jason,

Thanks for taking the time to leave a review. I am sorry to hear your experience with Hussle was frustrating.

I understand your comments around repeat purchases. At the moment, day passes need to be purchased separately for each date, rather than being repeated in one step, and I appreciate that this can feel inconvenient.

On pricing, venues set their own pass prices on Hussle. In many cases, the pass includes access to a range of facilities, for example gym and swim. This is explained on the venue profile so customers can see what is included before purchasing and decide if it is the right option for them.

I understand this did not feel like good value in your case, and I am truly sorry. Your feedback is useful, and I will make sure it is shared with our management team.

Best wishes,
Hussle

Réponse de Hussle

25 févr. 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

Réponse de Hussle

25 févr. 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

Réponse de Hussle

25 févr. 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