Covid-19 Policy Statement Frequently Asked Questions 17.06.2021
WE’RE HERE TO SUPPORT YOU BY ANSWERING SOME OF THE MOST COMMONLY ASKED QUESTIONS IN RELATION TO CORONAVIRUS (COVID-19) AND THE OPERATIONS OF THE CENTRE. What safety measures will be in place? We have been working hard throughout lockdown to put measures in place to ensure your safety and wellbeing, these include; 1. Directional signage to ease congestion 2. There is a separate exit for dry activity users 3. A booking system to limit the number of people in the Centre at any one time 4. Enhanced cleaning regime 5. Automatic hand sanitiser stations 7. Visual reminders of the need for social distancing 8. Compulsory COVID-19 training for our staff
Are your opening hours the same? Yes, the Centre will be open as normal opening hours, please follow this link for our timetable. What has happened to my Membership whilst you have been closed? All membership payments from February 2021 were automatically frozen for the time we’re closed (including Direct Debit payments). The first direct debit collection will be taken on Wednesday 5th May 2021. Annual Memberships have been extended accordingly. Should I wear a mask? We request that you wear a face covering around the Centre, unless exempt or during an activity. If a face covering is taken into a fitness area it must be kept on the person/in a pocket. A face covering MUST be worn on the swimming spectator area. Will Changing Room Facilities be available? The dry changing rooms are open for essential use only. The wet changing rooms are open for restricted use by swimmers only. Lockers must be used at all times, do not leave any items out in the changing rooms. I’m using the Fitness Suite/Gym, where can I put my car keys and coat? Please make use of our new coinless/keyless lockers on the landing area. Is there still seating available in the Centre? Unfortunately, we are unable to provide seating/rest points throughout the Centre.
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I had paid sessions booked in when you were closed, what will happen to these? All credits are available on your account, please call Reception to redeem. (Credits cannot be used when booking online). How will you ensure the equipment is safe for me to use? Additional cleaning is in place around the Centre, including all high contact points. Extra sanitising and cleaning wipes will be provided for Members to use to wipe machines & equipment before and after use.
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Do I need to book my Activity before coming to The Centre? Yes, all Activities MUST be booked in advance before arriving at the Centre (including Swimming & Fitness Suite/Gym usage). This will enable us to better control the number of people in the Centre & prevent us from having to turn people away if areas have reached maximum capacity. How can I make a booking? You can make a booking via your Members Portal or by calling reception 01227 595602, payment must be made at time of booking.
Will the expiry date on my Gift Card be extended? Yes, Gifts Cards have been extended for the length of time the Centre has been closed. How far in advance can I book an activity? You can book an activity 21 days in advance. Are Gym Inductions available? Yes, individual and couple inductions are available.
How can I set up my Members Portal account online? 1. Visit www.kingsrecreation.co.uk 2. Click the Members Portal tab 3. Click Create Account 4. Fill in your postcode and email address, this must match what we have on our system 5. A random password will be generated and emailed to you 6. Log in to your account and click My Details and you can change your password. How can I make a booking online? 1. Log in to your Members Portal on our website 2. Click on Gym/Swimming Pool/Fitness Classes tab 3. Select your desired time or class 4. Click book and follow through the booking procedure
What if I need to cancel a booked session? If you need to cancel a booked session, please call Reception at least 2 hours prior to the start time to avoid a cancellation fee. Cancellation less than 2 hours prior, will incur a cancellation fee, without exception. (Please click link for full Cancellation Charges). 24 hour cancellation notice remains in place for online bookings, Private Swimming Lessons & Personal Training Sessions Exercise Referral Scheme If you were on our Exercise Referral Scheme before lockdown, you will be called or emailed outlining the next steps. For any enquiries please email a.latter@kingsrecreation.co.uk. What have you done to increase fresh air within the building? The air conditioning systems within our fitness areas all have a small percentage of fresh outside air fed through the system. We have changed the settings so these systems now continuously run 24/7 at maximum fan speed. With the exception of the Studio, where we have installed several windows to allow fresh air into the space. In addition to this all doors and windows that can be opened, will be, throughout the day. Can I take a towel into Fitness Areas & Classes. Towels are permitted for personal use only. This includes sweat towels however these should only be used to wipe down your person and not the equipment you are using (to avoid any cross contamination). Disposable blue towel and sanister wipes are available for you to wipe down the machines/equipment after use. How many people are allowed in the pool? Following Swim Englands Guidelines we have a maximum capacity of 30, with a maximum of 10 swimmers per double lane at one time.
Can Children go swimming? Children under the age of 16 are not allowed in the swimming pool unless they are attending a prebooked / pre-paid lesson with a Centre Instructor, pre-book / pre-paid family or u16 session. Can I have a tour of the Centre? Yes we can show you around the Centre but ask that you wear a face covering. Please phone the Centre before arrival to ensure a member of staff is available. Take a look at our website for images and video clips of the Centre.
Please follow this link to view our full COVID-19 Centre Policy Statements for detailed information.
If you have a general query or a question not answered above, please email us info@kingsrecreation.co.uk
Thank you again for your support in these challenging circumstances.
1 St. Stephen’s Road, Canterbury, CT2 7HU 01227 595602 / info@kingsrecreation.co.uk www.kingsrecreation.co.uk