We have been experiencing very high traffic in our fitness classes for the last couple of months which we appreciate has been frustrating to those who have not been able to attend as many classes as they would like. We have been exploring options and are currently liaising with another venue close to Herons Leisure Centre where we will be able to add extra daytime classes to meet the demand we are experiencing. We will be announcing the outcome of these discussions as soon as possible and would like to thank you all for your patience throughout this time.
At the beginning of last month we conducted a survey to see if there was a more popular time for our class bookings to open. The results of that survey are clear and the survey indicates that moving the time from midnight to 6:00am 7 days in advance is the preferred option of the majority of our customers.
We will be changing the 7 day advance class booking time to 6:00am from Tuesday 1st May.
The other difficulty we have been facing is fully booked classes with long waiting lists going ahead with empty spaces in them. We have an automated email system in place to notify those on waiting lists of available spaces, but this is not proving to be an effective solution when cancellations are happening within the last few hours or during the night or early hours of the morning. This of course is incredibly frustrating for members on waiting lists, for our class instructors and for us too, when we discover that spaces are available on classes that appeared to be full.
We have reassessed our cancellation policy to try and ensure that more time is available to those on the waiting lists to move into classes ahead of the class start time and therefore reducing the likelihood of busy classes running with empty spaces.
From Tuesday 8th May our cancellation policy will change to:
Day classes (6:00am to 5:00pm) must be cancelled by 6.00pm on the previous day to avoid a £4.00 charge
Evening classes (5:00pm – 10:00pm) must be cancelled by 10.00am on the day of the class to avoid a £4.00 charge
Cancellations within 3 hours of the class start time will be charged at 4* member class rate
No Shows will be charged at the non-member class rate.
We hope that members appreciate what we are trying to achieve with these changes, namely more opportunities for members to book and attend classes. We would prefer not to charge any late cancellation fees but there has to be some incentive to members to give adequate notice so that the classes can run with as much capacity as possible.