We’ve looked at what we can do to try and improve class availability for everyone and reduce the number of non-attendance and are pleased to confirm that a new bookings and cancellation policy will be in place from 1 February 2022.
Thanks to everyone who has provided feedback around the need to put tighter measures in place to address the number of ‘no shows’ we have in classes and activities. No shows are caused by people booking into a class or activity in advance but then not attending or cancelling in time, to allow someone else to take that place.
We have considered several options, all of which need to be manageable for us both operationally and compatible with our current booking system.
We have decided to implement a three strikes non-attendance rule which means that if you book then fail to turn up three times in any 14-day period, we’ll automatically cancel you out of future bookings and you won’t be able to book in for anything else for the next 14 days.
We have also increased our cancellation notice period to 4 hours so you must cancel a class you can’t attend at least 4 hours before, otherwise it will be recorded as non-attendance.
Please note you must check in at reception or scan your fob at the barriers to record attendance. If you don’t do this, then it will be classed as non-attendance.
What happens if I miss a class or activity?
From 1 February we’ll operate a three strikes non-attendance rule, where if you have three ‘no-shows’ in any 14-day booking period then we’ll remove your ability to pre book anything for the following 14 days and any future bookings you have made will also be cancelled.
During this 14 day period you are still able to book in person on the day for up to 24 hours.
Cancelling a class or activity
If you need to cancel a class or activity you can do this easily through the Active Stirling app – under your bookings. You must cancel with at least 4 hours notice or this will be recorded as a non-attendance.
Can’t get booked in as class or activity as it is showing as fully booked on the app?
Most classes unfortunately have several people who have booked but then don’t turn up or cancel their place. So, there’s every chance when the class starts there’ll be spare places or bikes.
We hope this policy will significantly improve this issue however if you want to try just turning up at the class time without a booking, we don’t mind – just let reception know and they can check if there is a class space for you.
To help everyone, if you are booked into a class, please arrive at the class no later than 10 minutes before it is due to start.
Remember it’s always worthwhile to join the waiting list even if you see a high number of people on that list because as soon as a place becomes available everyone is notified so you have just as much chance as anyone else to get booked in. Please cancel your place on the waiting list for any class if you decide you are then not going to book in when a space is available and please avoid booking onto multiple class waiting lists.
We appreciate the current waiting list system means a high volume of emails and can only apologise for this. We continue to work with our software provider, Gladstone to improve the waiting list function and waiting list options. You can join the waiting list on the app just by pressing BOOK on any class that is showing as full.
SMS text reminders
We have been working with Gladstone our software provider for a number of months now to try and implement a class booking text message which we hope will make it easier for you to manage your bookings. We will update you as soon as we have any further news on this.