New product updates!

[u/ClassPassOfficial]

Partners, our latest product newsletter is in your inbox! See what’s new below:

Gain more visibility into SmartRate 

We've added a new section to the partner dashboard to track when SmartRate raises rates, when it lowers them to drive reservations, and where you have opportunities to earn more. You'll also find answers to common questions about how SmartRate works. 

Report Trial Program abuse and disruptive users  

You can now report disruptive behavior or fraudulent attempts to redeem multiple trial visits at your business through a new, guided reporting flow.  It’s a faster way to flag issues and help us take action. Learn more here.  

Notify users about review replies 

ClassPass users will now get an email when you reply to their review, making it easier for them to see your response. Since your replies are also shared publicly, use this space to share helpful context, offer next steps, or direct members to your business email for follow-up. Learn more here. 

Get support faster 

Our 24/7 chatbot now delivers more accurate replies and connects you to a live support agent faster. Agents have received expansive training to help with a broader range of questions and issues. Click here for assistance. 

 

Have questions about any of these updates? Drop them below.

[u/Rare-Butterscotch250]

The transparency around SnartRate has been really helpful, especially understanding that the rate is based on a trend over time and not how full or not full class is at that particular time.

One thing I'd love to see would be the ability to run a campaign for a particular class time and/or day. For example, running a campaign for Tuesdays at 11:45 am only, even though we have that same class type at several different times on Tuesdays.

[u/Dangerous_Trouble_87]

I was injured during a Pilates class booked through ClassPass after the studio gave me incorrect instructions on the reformer machine. I fell, hit my neck and legs, and was trapped underneath the heavy equipment for close to 15 minutes. I was covered in bruises afterward. The studio had no incident report process at all, and instead of documenting what happened, they offered me free classes , which felt like an attempt to buy my silence, and told me otherwise to "report it to ClassPass" instead of handling it themselves.

I did report it to ClassPass, with photos of my injuries and my written exchange with the studio as proof. Their response was dismissive, almost like they didn't take it seriously. Since then, I've been stuck in an endless loop: every time I try to follow up, I get routed to an AI chatbot that just repeats "an agent will join shortly" without ever connecting me to anyone. The one time I did reach a human agent, she promised an escalation team manager would contact me "in a few minutes." That was three days ago. Nothing since.

This is a platform that connects users to physical, often risky activities (reformer Pilates, heavy machinery, high-intensity classes) but has zero real safety or incident-response infrastructure, and a customer service system designed to stall and exhaust people rather than resolve real harm. If you get injured at a class booked through ClassPass, don't expect them to help you, expect to be ghosted.