I really enjoyed the instructors and the studio environment, but the way "no-show" fees are applied is not reasonable.
I was charged multiple $20 "no-show" fees despite being physically present at the studio--just a few minutes late and not allowed into class. I stayed to try to attend the next class immediately after, so calling that a "no-show" does not accurately reflect the situation.
A late arrival that is denied entry is not the same as not showing up at all, yet it is treated the same for billing purposes. That approach feels overly rigid and not customer-focused.
Although the charges were eventually refunded after escalation, the process to resolve it was unnecessarily difficult. The instructors and front desk team were consistently positive and professional, which makes it even more disappointing that this issue appeared to be handled at the franchise owner/management level.
The instructors are great, but the way this policy is enforced can be misleading and significantly detracts from the overall experience.
29 Apr 2026 Thank you for the response.
To clarify, I did reach out directly to Nicole multiple times, as well as to the studio, to resolve this before posting. Despite that, the same "no-show" charges continued to be applied, including an additional charge after I updated my payment method, which directly contradicted the agreed plan.
I was physically present at the studio each time, just a few minutes late, and stayed to attend the next class immediately after. Classifying that as a "no-show" more than once and continuing to apply charges after the issue was raised, was the main concern.
The charges were only refunded after I escalated the matter beyond the studio level. In addition, the refund was processed to a card that was no longer active without any communication with me, which required me to follow up with my bank to resolve.
I appreciate that the refunds were ultimately processed, but the overall handling of this situation required far more effort than it should have.
Going forward, I hope the studio applies the "no-show" policy in a way that more accurately reflects actual attendance, so members who are present are not treated the same as those who do not show up at all. read more