When to use it
Having member and Google reviews in one list, with the scores above it, tells you how members rate the coaching and the facilities, and whether your review requests reach enough of them. When you run review requests, the same page shows how many members you sent on to Google. Typical uses:- See which half of the visit lets you down - a climbing gym sees a 4.8 Coaching score next to a 3.9 Facilities score and plans its next investment around the changing rooms, not the coaches.
- Check that you are asking enough people - a padel gym with a low Response rate adds a review request after check-in, then watches the rate and the Google conversion card climb.
- Ask in the coach’s voice - a jiu-jitsu gym sends review requests with a motivational note from the coach, sent from the coach’s email.
- Flag an abusive review - a yoga studio reports a review that names a member of staff, and 1club looks at it.
Who controls a review
A review belongs to the member who wrote it. Your gym cannot edit its text or rating, delete it, or hide it: the member chooses whether it is public when they submit it, and can change that later along with the rest of their review. This keeps ratings honest, because a gym cannot quietly remove the unfavorable ones. What you can do is report a review that breaks policy. The review stays visible while 1club decides.Where reviews come from
1club reviews
Members submit these through the member portal or post-booking prompts. They are tied to a user account, so the Author column shows the member’s name and email. A review is Verified when it is tied to a visit 1Club has a booking for.Google reviews
Google reviews sync in for any gym that has a Google place linked. Link it on the gym’s page under Settings > Clubs with Connect Google Place. The sync keeps the aggregate Google rating and review count on the gym, and imports recent reviews with their original author name, photo, rating, and text. Google reviews arrive public and unverified, and you cannot change them. They show on your own website and member portal, never on your Marketplace listing, and they never count toward your Marketplace rating. To respect Google’s terms, 1Club refreshes them about weekly and never keeps them longer than 30 days. Disconnecting the Google place removes the stored rating and reviews.1Club imports Google reviews; it does not post replies back to Google.
What the page shows
In the admin, reviews live under Marketing > Reviews (route/marketing/reviews). The page opens with stat cards followed by a data grid. The old Reputation page was folded into this one, and its address now opens Reviews.
Stat cards
Every card narrows with the grid’s filters, so filtering to one instructor or one club gives you that instructor’s or club’s scores. A card shows a dash (-) when nobody has scored that part yet.
- Average Rating - The overall rating out of 5, with the number of reviews (and how many are verified, when not all of them are).
- Coaching - The coaching score members give alongside the overall rating.
- Facilities - The facilities score members give alongside the overall rating. Scored apart from the overall rating, so you can see which of the two carries the other.
- Response rate - 1club reviews against visits that actually happened in the last 12 months. A low rate means members are not being asked, not that they are unhappy.
- Recent Reviews - Reviews created in the last 30 days.
- Google conversion - The share of members shown the Google prompt who clicked through, with the counts behind it. A click is all 1Club can see; whether they actually post depends on their Google account.
Review grid columns
- Author - The member’s name and email for 1club reviews, or the reviewer’s public name and avatar for Google reviews.
- Club - Which gym the review is attached to; some reviews also show an area underneath.
- Instructor - The instructor the review is about, if any.
- Content - The review title with a two-line clamp of the comment body.
- Rating - 1 to 5 stars, with the numeric value alongside.
- Source - A 1club or Google chip.
- Verified - A chip showing Verified or Unverified.
- Public - A chip showing Public or Private, as the member chose.
- Published At - The publish date, falling back to the creation date.
Filtering and search
Open the filters drawer above the grid to narrow the list by:- Club - A single club (defaults to all your accessible clubs).
- Instructor - Reviews about a specific instructor.
- Rating - Exactly 5, 4, 3, 2, or 1 stars.
- Source - 1club or Google.
- Contact - Reviews tied to a specific member (via the contact picker).
Reporting a review
Each row’s action menu has one option, Report to 1club.- Open the row’s action menu and choose Report to 1club.
- In Why are you reporting it?, explain how the review breaks policy (for example abusive language, naming a member of staff, or describing a different venue).
- Click Send report.
Review requests (automation)
The way you actively collect more reviews is through Automations. A review request step sends a member a link to leave a review after a trigger - most commonly after they check in to a class (booking.checked_in). You configure:
- Channels - Email, SMS, or both.
- Instructor voice (optional) - Include an AI-personalized chat bubble written in a casual, professional, or motivational style, and optionally send it from the instructor’s own verified email. The message adapts to how many classes the member has attended (first-timer, getting started, regular, or loyal veteran).
- Sessions between requests (optional) - Ask again only once the member has attended N sessions since their last request, counted across every club in your organization. This spaces the ask by engagement rather than by the calendar, so an infrequent visitor is not asked after every single visit. You can also choose whether a brand new member is asked after their very first session.
- Frequency limit (optional) - Skip the step if the member has already had N requests in a rolling window, so you never over-ask. This is a ceiling on top of the session interval, and both must allow a request before it goes out.
- Enable Google review conversion (optional) - After a member submits their review, invite them to share it on Google. The invitation goes to every member, whatever their rating, because asking only the happy ones breaks Google’s review policy. It only shows for gyms connected to a Google Business Profile.
Worked examples
Climbing gym comparing coaching and facilities
A climbing gym’s Average Rating is a healthy 4.5, but the cards beside it show Coaching at 4.8 and Facilities at 3.9. Filtering to one club shows the gap is all at the older site, so the owner budgets for that site’s changing rooms first.Padel club lifting its response rate
A padel club sees a Response rate of 1% and realises nobody is being asked. It adds a review-request automation triggered on check-in, email plus SMS, with Enable Google review conversion on. Over a month the response rate climbs, and the Google conversion card shows how many of those reviewers clicked through to Google.Jiu-jitsu gym with a personal coach voice
A jiu-jitsu gym enables the instructor voice in motivational style and sends from the coach’s email. A loyal veteran who just finished their 30th class gets a warm, personal ask that references their dedication, which lands better than a generic template.Yoga studio reporting an abusive review
A yoga studio finds a review that names one of its instructors in abusive terms. Staff choose Report to 1club, explain that it names a member of staff, and send the report. The review stays up while 1club looks at it, and the row shows Reported until there is a ruling.Tips & best practices
- Read the scores filtered - Filter by instructor or club to see where a strong or weak score really comes from.
- Watch the response rate - A low rate is a sign you are not asking, not a bad score. Fix it with a review-request automation.
- Space requests by sessions, then cap them by time - Set Sessions between requests so the ask tracks how much a member actually trains, and keep a frequency limit as the ceiling for your most frequent attendees. A time cap on its own leaves once-a-month visitors being asked after every visit.
- Report, don’t argue - For a review that breaks policy, use Report to 1club with a clear reason. For one you simply disagree with, the better answer is more reviews from the members you do serve well.
Troubleshooting
Issue: Google reviews are not appearing in the list. Solution: The gym has no Google place linked, or it has not synced yet. Connect the gym to its Google listing on its page under Settings > Clubs so the sync can run. Issue: A review is missing from the website but shows in the list. Solution: The member set it to Private. Only the member can change that, from their own review. Issue: I want to remove or edit a review. Solution: Gyms cannot edit, hide, or delete reviews. If a review breaks policy, choose Report to 1club and explain why. Issue: The Google conversion card is not showing. Solution: It only appears once at least one member has been shown the Google prompt. Set up a review-request automation with Enable Google review conversion turned on and let it run. Issue: A card shows a dash instead of a score. Solution: Nobody has scored that part yet for the current filters. A dash means no data, not a score of zero. Issue: I cannot report reviews, only view them. Solution: Viewing the list and stats needs themarketing.read.club permission. Reporting a review needs marketing.update.club. Ask an admin to grant it.
Related
- Website builder - The Reviews section renders your public reviews on the site.
- Automations - Build the review-request step that collects reviews and drives Google conversions.
- Business audit - The AI visibility report analyzes your public review sentiment.
- Marketplace - Your network listing, rated on 1club reviews only.