News
Membership cards and our “no show” policy
Posted on 26th Jan 2023
[Also sent to members by email]
We continually strive to give our members a positive Club experience and we have some housekeeping updates to share with you:
Membership Cards
Our gate is working smoothly and our Reception Team will be asking every member to tap their membership card when they arrive. This will ensure we have a record of who is in the Club, that you have arrived for a pre-booked session, and it will help us understand patterns of use so we can try to minimise waiting lists.
Please support our hard working Reception Team by having your card ready when you visit. If you need a replacement card, please speak to the Team who will be happy to arrange this for you for a nominal charge of £5.
No-shows, a change in approach
With the recent introduction of online court bookings, and improved reporting on class attendance, we are disappointed to see a number of "no shows" so we are trying our best to minimise empty courts and studio spaces. Please note:
From Wednesday 1st February 2023 our no-show process and penalty will change. A no-show will be recorded in the event of a court booking or studio class being unattended with no notice given. You will be emailed following your first "no show". After a second "no show", a £10 penalty will be payable and advance booking rights suspended until this fee is paid. You will be emailed to advise this has been put in place. Please remember "no show" fees collected are donated to our nominated charity.
We hope this acts as a further incentive to use your membership card each time you visit - it will ensure we recognise your arrival and you will not be caught up in the above process. So, help us and yourself by using your card and if you need a replacement please speak to Reception as soon as possible.
Online Court Bookings and Rules
Thank you for your support and patience following the recent launch of online court bookings. There is usually heavy pressure on our indoor courts during the Winter months so we are having to enforce our Club rules in a bid to give members fair opportunity to get on court. We would like to draw particular attention to the following rules:
- Please remember that you may only book one court per day in your name. If we see a second daily booking, your later booking will be cancelled and you will be notified by email.
- You may play two hours per day, but these hours cannot be consecutive.
- You may play a maximum of seven hours per week (tennis, squash & racketball). These hours are inclusive of any coaching lessons.
- Padel players, as we have one court, we wish to clarify that you may play a maximum of three times Monday to Friday, and an additional one hour at the weekend, maximum.
- To see our full Club Rules, please click here.
Steam Room - Good News!
We would like to end with some good news about our Steam Room - it is now fixed and we thank you for your patience. As mentioned in our previous newsletter, this is the longest the Steam Room has been out of action and, as we had to await delivery from Europe, we have ordered spare parts so that we can react more quickly should the issue arise again.
Thank you
Our teams work hard to deliver a first-class member experience, and part of this includes troubleshooting to the best of our ability, so thank you for your support and patience. Your feedback is always appreciated so please email us any time or complete a form at Reception.
Best wishes
Peter D Elviss
Chief Executive
