// PARTNER ACADEMY
// PARTNER ACADEMY
WELLHUB 101
What members expect & Your role
When a Wellhub member walks through your door, they're looking for more than just a workout. Member motivations have shifted fundamentally — and understanding them is the first step to building lasting loyalty.
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Three expectations drive member behavior
Three expectations drive member behavior
Members need wellness to fit their demanding schedules. They expect flexible options and personalized paths that give them control over their journey — not a one-size-fits-all solution.
The motivation for wellness has evolved beyond physical appearance. Physical health drives 66% of members, mental health drives 57%, and 47% cite work stress as a top concern. Members are looking for spaces that support mind and body equally.
In a world of digital interactions, members crave genuine connection. They are not just looking for a facility — they want a welcoming space where they feel they belong and can share their journey with others.
92%
Of employees value their wellbeing as much as their salary.
82%
Believe their employer is responsible for their wellbeing — and actively seek out employers who deliver meaningful solutions.
82%
Would leave a company that does not prioritize it.
Your role as a partner
Your role as a partner
Your team are the experts on the experience that happens within your space. You are responsible for:
Your team are the experts on the experience that happens within your space. You are responsible for:
The in-person experience
The quality of your facilities, the energy of your classes, the expertise of your instructors, and a welcoming front-desk experience. Your dedication is what transforms a benefit into a real and impactful wellness moment.
Check-in validation
Confirming the member's check-in via the Partner Portal (or your integrated system) to grant them access.
Your info on the app
Keeping your profile details (hours, photos, class schedules, etc.) updated in the Partner Portal so members always find accurate information. Following applicable laws and recommended practices.
Wellhub's role
Wellhub's role
Wellhub is the corporate wellness platform that connects employees to your facility. We are responsible for:
- The Member's Account: Managing plans, subscription payments, upgrades/downgrades, and account information.
- The Wellhub App: The technology itself — partner search, the check-in process initiated by the user, and the reviews feature.
- Member Support: Questions about the benefit, technical issues with the app, or subscription-related matters are handled by our support team.
Wellhub is the corporate wellness platform that connects employees to your facility. We are responsible for:
- The Member's Account: Managing plans, subscription payments, upgrades/downgrades, and account information.
- The Wellhub App: The technology itself — partner search, the check-in process initiated by the user, and the reviews feature.
- Member Support: Questions about the benefit, technical issues with the app, or subscription-related matters are handled by our support team.
How this creates opportunity for you
How this creates opportunity for you
When a member finds a partner who delivers on their expectations, they do not just check in — they come back. Meeting these expectations is your greatest opportunity to build loyalty.
- You provide the variety they crave: Your unique offerings — from specific class types to your distinct atmosphere — are what make the Wellhub network so rich and flexible. By keeping your schedule and class descriptions updated, you help members find exactly what they're looking for.
- You deliver the holistic experience: By offering a high-quality, welcoming experience, you directly contribute to an employee's overall wellbeing, helping to reduce stress and improve their mental state. You have the power to turn a simple visit into a lasting, positive habit.
- Wellhub provides the tools and connection: We connect you with this motivated audience and provide the tools to manage your growth. Your Partner Portal allows you to track performance, while integrations can streamline the member experience and lead to up to 40% more check-ins. Our Marketing Toolkit helps you build your community online.
When a member finds a partner who delivers on their expectations, they do not just check in — they come back. Meeting these expectations is your greatest opportunity to build loyalty.
- You provide the variety they crave: Your unique offerings — from specific class types to your distinct atmosphere — are what make the Wellhub network so rich and flexible. By keeping your schedule and class descriptions updated, you help members find exactly what they're looking for.
- You deliver the holistic experience: By offering a high-quality, welcoming experience, you directly contribute to an employee's overall wellbeing, helping to reduce stress and improve their mental state. You have the power to turn a simple visit into a lasting, positive habit.
- Wellhub provides the tools and connection: We connect you with this motivated audience and provide the tools to manage your growth. Your Partner Portal allows you to track performance, while integrations can streamline the member experience and lead to up to 40% more check-ins. Our Marketing Toolkit helps you build your community online.
Quick guide: How to direct member questions
Quick guide: How to direct member questions
Your front desk team will regularly encounter member questions. Use this guide to direct them correctly. Our support team is always available to help both you and your members.
Your front desk team will regularly encounter member questions. Use this guide to direct them correctly. Our support team is always available to help both you and your members.
If a member's question is about… Who Answers? (How to Guide) …your classes, schedule, or facilities
(e.g., 'What time is the Yoga class?' or 'Where is the locker room?')✅Your Team. You are the experts on your space and its offerings. …their Wellhub plan, payments, or subscription
(e.g., 'How do I upgrade my plan?' or 'How much is it to add a family member?')➡️ Wellhub. Guide the member to Profile > Settings > Help Center in their Wellhub app, or to helpcenter.gympass.com/en-us …a technical issue with the Wellhub app
(e.g., 'My app won't open' or 'I can't find the gym on the map')➡️ Wellhub. Our support team, accessible via the app, is the best resource for technical issues. …the validation of their check-in
(e.g., 'I've checked in — can you confirm it?')✅Your Team. The final validation is handled by you in the Partner Portal or your integrated system. …being blocked in the Wellhub app for booking classes for the rest of the month ➡️ Wellhub. The member's account may have been blocked due to our late cancellation or no-show policy. Guide them to the 'Help' section in their app. …a suspended account ➡️ Wellhub. The member must contact our support team to understand the reason and, if applicable, the steps to resolve it. …not being able to access your facility because their plan access changed ✅ Your Team can explain that Wellhub periodically reviews its plan network to keep the ecosystem balanced and sustainable. The best way for the member to continue enjoying your space is to check for plan upgrade options in their Wellhub app. For further questions, guide them to the 'Help' section in their app.
By working together, we ensure members have the best possible experience — both in the app and in your space. Clear, correct guidance strengthens trust and improves everyone's wellness journey.
By working together, we ensure members have the best possible experience — both in the app and in your space. Clear, correct guidance strengthens trust and improves everyone's wellness journey.
By working together, we ensure members have the best possible experience — both in the app and in your space. Clear, correct guidance strengthens trust and improves everyone's wellness journey.
By working together, we ensure members have the best possible experience — both in the app and in your space. Clear, correct guidance strengthens trust and improves everyone's wellness journey.
