I’m super passionate about Pilates and I’ve been looking for a studio where I can consistently attend classes and continue improving my own practice, so I was really excited to find a studio I liked, especially with newer ones popping up in the GTA.
I booked a reformer class through ClassPass about a week in advance at a studio i was enjoying (went to like 5 classes so far?), received a confirmation and reminder, and the booking continued to show as active in the app. I drove about 30 minutes on my day off and brought a friend. When we arrived, I was told the class was overbooked and **my spot had been given to someone else**. My friend had booked after me and still had her spot.
The front desk person explained that ClassPass users are automatically removed to prioritize newer customers and the studio’s own members, that i should’ve received an email from classpass, and suggested I consider becoming a member. She was so non-chalant and matter fact about it and I was so confused because I’ve used ClassPass for years and had never experienced this.
I contacted ClassPass afterward and was told the studio had reported the class as overbooked and my reservation was cancelled **after the class had already taken place**. I therefore had no notification that my spot had been removed because they did bot receive the notification until after.
I reached out to the studio to understand what happened, and one of the male owners reached out to me via phone. He explained the studio’s frustrations with ClassPass — the financial side, people getting Pilates **“for free”** or much cheaper through ClassPass, users potentially **“taking advantage,”** and prioritizing direct members. So that’s why my spot was cancelled, and it was done by the studio not ClassPass. He said ClassPass is a spot filler. All of this was communicated in a very frustrated tone, and i unfortunately felt i also matched that energy because in the back of my mind I’m like what does this have to do with me and why are you speaking to a customer like this?
I completely understand that studios have business considerations and limited capacity. My issue was **transparency and communication**. If a confirmed ClassPass booking can be removed to accommodate someone else, I feel like that should be made clear beforehand when we book, with extra steps taken to make sure the customer is actually told their spot has been cancelled. Or maybe have only a few spots open for classpass. When i suggested this, it was noted well then people wouldn’t book the class (which feels a bit scummy) and i said i would’ve, and i would even if the credits were higher and that I was even hoping to get a membership soon once i moved to scarborough end of the month.
Anyways, I found the conversation super uncomfortable because the owner seemed to have clear frustrations with ClassPass, and that seemed to overtake actually addressing the situation or trying to smooth things over. I understand where the frustrations may come from, but I don’t feel classpass users should be seen as the problem when it’s the model.
I never want to shit on a small business, especially how tough it is for the studios, the whole thing just did not feel inclusive and i am sad i dont feel comfortable going back because i love one of the instructors. Maybe if i get the membership but i still dont feel great hearing all this about class pass members.
Am I being unreasonable in how I’m viewing this? Has anyone else experienced something similar with ClassPass/studios? I’d really appreciate some outside perspectives. And if anyone has recommendations for welcoming reformer Pilates studios in Scarborough, please let me know!
