I am Denis. Before this I spent two years on the gym floor, part of it as a trainer with my ACE credential. That is the lens. The training at these gyms was good, the community was good, the members who walked in were loyal. The website and the local search presence were the part nobody on the floor had time for, and the people who built the site five years ago were long gone.
The owners knew their numbers in the room cold: trials, retention, class fill rates. The numbers outside the room were a black box. Who searched for a gym that week, who read the site, who bounced off the booking page. Marketing money went into ads, the ads sent people to a site that could not finish the job, and the owner blamed the ads.