We have been asked by members to briefly describe and explain our policy on class and court cancellations and no shows, so here goes…….
When we opened our doors we were very clear that we needed to adopt a robust and consistent policy on no shows for classes and squash/tennis courts. I am sure most of you have been in the situation where they have been unable to book onto a class because it is “full”, only to find that on the day the class has many spaces. It is very frustrating! It is also not an efficient way to run the studio operations. If members cancel their booking with some notice, then it is possible for others to book their space.
We decided to adopt a policy which allowed for the occasional no show or late cancellation – everyone occasionally has a situation where they cannot attend at the last minute due to an emergency, or problems with the children, or a critical issue at work/home, etc. However, we felt it important that members who consistently fail to show up, or cancel on time, are penalised and that the penalty is not just a token but actually changes the behaviour of members who regularly fail to show up or cancel on time.
This was how we arrived at our policy, and we believe it is fair to all of our members.
So, how does the strikes policy actually work?
- Provided members cancel a class more than 12 hours before the class is due to start, then they will not receive a strike – this allows others to book their space.
- Attendance is logged at our entry barriers to the Club and on tick sheets in each class. It is hence very important that if you attend a class you scan in using your card, and tick your name off on the sheets as confirmation that you attended. If you forget your card, the Reception staff can mark you present if you ask them.
- Any no show or late cancellation (<12 hours before the class starts) results in a strike.
- This strike stays on the system for 90 days (3 months).
- If you receive 3 strikes in any 3 month period and you get your booking rights removed entirely for a week. You can still attend a class if there is space on the day, but cannot book a space in advance.
- After this week long suspension, your booking rights will be restored, but the strikes will remain on the system for the full 90 day period. So if you receive a fourth strike, and the other three are still within the 90 day window, you will receive another week’s suspension of booking rights.
The above also applies to squash and tennis court bookings.
Please note, that there are no exceptions to these rules, and the Reception Team are not able to remove strikes from the system without senior management authorisation. We realise that there may be any number of highly unfortunate circumstances that cause you to miss a class through no fault of your own. However, for the system to work we have to apply it 100% consistently, irrespective of the reason for the non-attendance or late cancellation. Remember that you have to receive three strikes to lose your booking rights, so a single unfortunate incident will not have any effect.
We hope that this helps you to understand the system better and the reasons for it. The end goal is to maximise class attendance for all of our members! Thank you for your understanding & support.