TEMPORARY SUSPENSION OF SERVICES: FAQS


DEAR MEMBERS,

Our entire organization is committed to the health and well-being of our loyal community of members, and we are tirelessly working to understand the most effective ways we can help you and the communities surrounding our clubs. We are even exploring ways to repurpose our facilities and become a resource or service center for the overall community. In the past week, we have created an online library of content available to our members, in addition to a daily “live” class schedule led by our team of Group Exercise instructors. Please visit bayclubs.com or visit bayclubconnect.com to view our content and find the live class schedule. If you have not enrolled in Bay Club Connect – simply go to the App store and download – available in both Android and Apple versions.

FREQUENTLY ASKED QUESTIONS

HOW IS BAY CLUB RESPONDING DURING THIS WHOLLY UNPRECEDENTED TIME PERIOD?
We have a long-held commitment to provide safe and clean environments for our members, guests, and associates. Before the temporary suspension of services, we had in place a continuous cleaning protocol with cleaning products that have been found to be effective against viruses of this type. Since services were suspended, we have intensified our cleaning measures by disinfecting every property, conducting deep cleanings, executing preventative maintenance of equipment and getting seasonal projects complete.

IS BAY CLUB PLANNING ON PAYING THEIR ASSOCIATES DURING THE TEMPORARY SUSPENSION?
Bay Club currently employs 6,000+ Associates (1,500+ full-time & 4,500+ part-time) throughout California and Oregon. Our intention is to keep our team together throughout this wholly unprecedented time. As a first step, all Associates will receive their full paycheck through April 7, 2020 (April 15th paycheck). Unfortunately, we must predict that the temporary suspension of services could last longer.

With this in mind, we are attempting to find ways to keep as many people as possible employed at full, or close to full, paychecks. Our top priority is our front-line hourly staff, including but not limited to: childcare, housekeeping, locker room attendants, personal trainers, group exercise teachers, food & beverage, squash, tennis & golf pros and aquatics instructors. Bay Club’s corporate staff, although relatively small, at less than 100 people, will take significant pay reductions, including our C-level team waiving pay, while services are temporarily suspended.

WILL I BE CHARGED DUES WHILE SERVICES ARE TEMPORARILY SUSPENDED?
Based on recent orders from federal, state and local government authorities regarding COVID-19, all Bay Club services are temporarily suspended except for access to online content. Restoring some and/or all club services is dependent upon governmental guidance. We will update you as we learn more. All memberships are entitled to receive a prorated dues credit for the number of days services are temporarily suspended. Please note: Bay Club is making every effort to keep as many of our Associates as possible receiving paychecks during this service interruption. To assist us in this effort, we would appreciate our members to continue paying their monthly membership dues, if possible. For those members who wish to continue paying their regular dues, you do not need to do anything. If you would like to pay less than full dues while services are temporarily suspended, simply contact us at bayclubconnect.com so we can respond to your request. To simplify things, we have asked members to choose either 50% or $0 dues as an alternate choice. Retroactive credits for the time services are temporarily suspended will be available until December 31, 2020.

WHAT HAPPENS IF I HAVE A PAID IN FULL MEMBERSHIP?
If you would like any form of credit for the time services are temporarily suspended – we will add on the appropriate time to the end of your membership. Simply contact bayclubconnect.com. Retroactive credits for the time services are temporarily suspended will be available until December 31, 2020.

WHEN SHOULD I EXPECT A BILLING STATEMENT OR MY EFT/ACH TO BE CHARGED?
We hit “pause” on our regular cadence for billing statements and EFT/ACH charges on March 15th – giving us a chance to understand the overall situation and determine how we were going to proceed with our members and Associates. Starting Wednesday, April 1st, we will start up the process again. Hence, you should expect a 7-14-day lag between when you typically saw charges from Bay Club to the present. Again, please note: Retroactive credits for the time services are temporarily suspended will be available until December 31, 2020.

WHAT WILL MY STATEMENT LOOK LIKE DURING THE TEMPORARY SUSPENSION OF SERVICE?
If you have chosen to reduce your dues to either 50% or $0, you will see a credit from March 16, 2020 until March 31, 2020 – and for those select clubs that have already received your April billing, a similar credit for April dues. Again, please note: Retroactive credits for the time services are temporarily suspended will be available until December 31, 2020.

WHAT ABOUT MY MONTHLY LOCKER, PARKING CHARGE, OR REOCCURING SERVICE PACKAGE?
All monthly packages will be credited for the time period that services have been temporarily suspended. This includes monthly lockers, parking charges, and service programs (spa, Pilates, etc.).

WHAT HAPPENS TO MY PREPAID TRAINING PACKAGES OR PROGRAMS
We will be extending the expiration of all training packages or programs to December 31, 2020 – giving everyone plenty of time to enjoy the service purchased.

WHAT HAPPENS TO THE LIFESTYLE POINTS ON MY ACCOUNT?
We will extend the expiration date of all Lifestyle Points in your account to December 31, 2020 – giving everyone plenty of time to use your current inventory.

HOW WILL YOU COMMUNICATE FUTURE UPDATES?
To ensure all members have been communicated with, we are sending a companywide communication via U.S. Mail the week of March 23-29. Going forward, we will communicate updates concerning status of club services by email, at bayclubs.com, and at bayclubconnect.com. Polite reminder: Please make sure to update your correct contact information at bayclubconnect.com.

HOW CAN I TAKE ADVANTAGE OF MY MEMBERSHIP WHILE THE CLUB IS CLOSED?
We are offering our most popular cardio, strength and yoga classes both on demand and “live” classes every day. To find the classes, go to bayclubs.com, or log into bayclubconnect.com and make sure to check in often as new classes are being added every day.

HAS BAY CLUB REACHED OUT TO MUNICIPALITIES TO OFFER ASSISTANCE TO THE COMMUNITY?
In partnership with our lobbyist who assists us with regulatory requirements in each of the counties in which we operate, Bay Club has reached out and offered our facilities for use during this wholly unprecedented time. Possible uses include childcare services for parents with jobs at essential needs workplaces, temporary shelters for healthcare professionals, and rest places for local authorities.

WILL OUTSIDE RECREATIONAL SERVICES BE RESTORED BEFORE INDOOR FACILITIES OPEN?
Bay Club has reached out via our lobbyist to promote the concept of outside recreation resuming as soon as possible when deemed safe by regulatory groups, with proper social distancing controls in place. We have asked that government authorities consider allowing tennis courts, swimming pools (lap swimming only), and golf courses to operate on a restricted basis.

HOW DO I ACCESS BAY CLUB CONNECT?
As we all navigate through these uncertain times, the Bay Club Member Services Team, currently with over 250 people on hand to help, is incredibly focused on connecting with our members to answer any questions you may have. The best way to reach the team is through our member services portal – bayclubconnect.com. The link to Bay Club Connect can be found in the following places: on bayclubs.com under the MEMBERS section and through the APP store on your phone – search Bay Club Connect. In addition, you can email the team at bayclubconnect@bayclubs.com. Please note: since March 16 we have responded to over 25,000 member email and phone inquiries (6x our normal volume). If you have submitted an inquiry that we have not responded to, please accept our apologies.

WORDS OF WISDOM FROM OUR CO-FOUNDER
“These are challenging times for us all. During these disruptive days, how often have we heard the phrase, “We’re all in this together”? At the Bay Club Company, “together” is a special word; it means everybody. That is why we are fighting to deliver paychecks, however partial, to as many of our team members as possible for as long as possible. And that is why we are so especially grateful to all of you who have elected to join us in this effort. For those who couldn’t contribute we completely understand. Thank you everyone for your continued loyalty – this is an exceptional community to be a part of.” From Pete Jones who co-founded Bay Club in 1977, currently EVP Construction Development in Southern California.

As a final note, our focus is now about resuming the amazing services at Bay Club. We realize the world will operate differently for the remainder of 2020, if not forever. Our goal is to reimagine the vast amount of amenities that exist in the Bay Club portfolio and adjust to the NEW NORMAL – with social distancing top of mind. Beginning next week, we will start a discussion about the new normal at Bay Club on the Daily Bay and look forward to your comments, questions, suggestions and feedback.

From the entire team at Bay Club, thank you again from the bottom of our hearts. Please stay safe, and we are so looking forward to seeing you soon.

Best of Health,

Matthew Stevens
President & CEO

 

Updated March 27, 2020

Live life happy