It's frustrating when you can't get a space in your favourite class, our changes will help combat the frustrations
Our fitness classes are fantastic, we have some of the best instructors in Portsmouth and we really want as many people as possible to join us in every class. Having a studio full of people working hard, helping everyone through those last reps towards the same goal or that time when everyone is moving in sync having just learnt your new track and choreography is a feeling that can’t be beaten. Whether BodyPump, combat or spinning is your thing or you prefer more control of your body through yoga or pilates - fitness classes can help you reach your goal no matter what your goal is.
Like every studio, we only have so many spaces available and we unfortunately can’t fit everyone in. We’d love to get everyone in, believe us.
It is therefore really frustrating when our classes are fully booked only for you to turn up and find the studio is half full. As our fitness classes are scheduled in advance, you also need to plan your day around the times of the classes and we know things come up, we’re all busy, right?
We want to combat this and get our studios full again of people who want to attend. After all, our most common complaint is that customers can’t book a class because it’s full when in fact we often have space in our classes.
The changes coming in Monday 23 October
We’re introducing some changes to our classes to reward those of you who turn up and thank those who cancel if they can’t attend, as someone else can take their place. From Monday 23 October, anyone who books a class and doesn’t turn up will have a £1 charge added to their account.
The charge must be paid off before access is permitted again, you will be able to book a class but the doors will not allow access until the charge is paid.
Ways in which you can prevent a charge from being applied:
-
Turn up on time for your class and check in by swiping your card
- Double-check your attendance has been recorded using our tablets in each studio - our instructors will remind you to check this before or after your class
- Cancel your session before the class start time - our reminders through the app are sent two hours before your class
- Swipe your card each time you attend, don’t follow someone through the doors without swiping your card
If for some reason your card has not recorded access, our tablets will show this before and after your class. Come and chat with us after the class and we can ensure your attendance is recorded either through our fitness team or our reception team.
If you have a charge applied, there are two ways to pay:
Through our online connect platform:
- Login using your member details through: https://uniofportsmouth.leisurecloud.net/Connect/MRMLogin.aspx
- Select ‘Basket’ in the top navigation bar or through the menu button
- Pay the ‘Unpaid sale’
- Access will be restored immediately
Through reception:
- Have your member card, wristband or sticker ready
- State you have a class payment to make
- Pay the ‘Unpaid sale’
- Access will be restored immediately
While we understand this may concern you if you turn up to classes all the time, if you swipe your card each time you attend. No charge will be added. We simply want to ensure more people can access our classes and remove the frustration for both customers and instructors.
What can I do if a charge has been wrongly applied?
The charges are applied automatically for anyone who does not check-in. It is your responsibility to ensure you are checked in properly. If you check in, swipe your card and turn up there may be something wrong with your card.
You can check this on the day by ensuring you’ve checked in on the tablets within the studios. If there is a problem we can sort this for you on the day either through our fitness instructors or through our reception team.
We hope the changes being applied from Monday 23 October will encourage users to turn up (what we really want) or cancel before the class start time (so someone else can attend).