RESUMING OPERATIONS: FAQ UPDATE
Two words we are so excited to say as soon as possible: Welcome Back! As we discussed on What Lies Ahead last week, we are (fingers crossed) looking forward to restoring club services and welcoming Members as part of Phases Two & Three for California and Oregon. We have anticipated that access to golf courses would be the first service resumed followed by tennis and lap swimming.
In the last week, we received notice that we could apply to reopen golf services at Fairbanks Ranch Country Club in San Diego. One day later, we received notice that the stay-at-home order for six (6) Bay Area counties now has adjusted protocols to allow for incremental recreational activities that are provided within our fitness, sports, family, and hospitality portfolio. Our first targeted opening of services will be for golf at Fairbanks Ranch in San Diego, Boulder Ridge Golf Club in San Jose, and StoneTree Golf Club in Novato on Tuesday, May 5, 2020. We look forward to announcing additional recreation and family offerings that will be available to our members in the coming weeks. Please look for communication updates in the Daily Bay and at bayclubs.com.
Given that there have been so many changes in our communities over the past six weeks, we know that you have many questions about returning to the Club. Our goal is to make sure you feel safe and reassured that we have a well-thought-out approach to restoring our services. With that in mind, we’ve compiled the below list of questions from members who have sent feedback through our What Lies Ahead discussion series, emails, and Bay Club Connect.
FREQUENTLY ASKED QUESTIONS
HOW IS BAY CLUB RESPONDING DURING THIS WHOLLY UNPRECEDENTED TIME PERIOD?
If you ask our Associates, we’ve worked harder during the 45 days our services were temporarily suspended than while we operated the clubs during normal hours. Consistent with our long-held commitment to provide safe and clean environments for our Members, Guests, and Associates, we intensified our cleaning measures by disinfecting every property, conducting deep cleanings, executing preventative maintenance of equipment, and completing seasonal refresh projects. More importantly, although from virtual offices, we have collaborated on creating, developing, and implementing policies for operating under the new normal. To view all of our preventative measures, please click on the following link: Resuming Operations: The New Normal.
DID BAY CLUB PAY THEIR ASSOCIATES DURING THE TEMPORARY SUSPENSION?
At peak, the Bay Club employs over 6,000 Associates (1,500+ full-time & 4,500+ part-time) throughout California and Oregon. With the exception of front-line Associates who worked less than 10 hours per week (approximately 500), Bay Club has been able to keep our team together during the time that services have been suspended. Given that everyone has stayed on our payroll, we are very well-equipped to relaunch services starting in May 2020.
QUESTIONS ABOUT YOUR MEMBERSHIP
WITH SERVICES PROJECTED TO BE RESTORED IN MAY 2020, HOW DO I REGAIN BOOKING PRIVILEGES?
All Members who continued to pay full dues during the temporary suspension of services have remained active in our system and will automatically be able to make reservations as we resume services. Separate communication will be provided with the details on when additional services will resume along with the booking process. Members who elected to reduce or waive dues will have two options to return to active status: 1. Members can contact the Member Services Team at bayclubconnect.com to reactivate their membership or 2. Memberships will automatically be reactivated when services available to the Member have resumed (example: if your membership includes access to tennis, your booking privileges and dues will be activated once tennis services resume). Specific questions related to Leave of Absence, financial hardship, medical hardship, and other topics are addressed below.
WHEN WILL I RECEIVE MY MEMBER STATEMENT FOR MAY 2020? WILL I RECEIVE ONE IF I ELECTED TO REDUCE OR WAIVE DUES?
Regardless of your status or dues selection, we are currently planning to send May 2020 member statements on or near Thursday, May 7, to the entire membership base. If there is a balance due, we are planning to debit accounts approximately 10 business days after the billing statements are sent. Please note, if you have elected to reduce or waive dues and there is no balance due, you will not receive a statement. If you have any questions regarding your statement, please contact the Member Services Team at bayclubconnect.com.
WILL ADVANCE BOOKING OPTIONS FOR GOLF & TENNIS CHANGE AS CLUBS REOPEN?
GOLF: We are accepting golf reservations now, and we will be adjusting advance golf reservations accordingly: Sapphire (7 days in advance), Diamond (5 days in advance), and Platinum (3 days in advance). Our target date for opening golf at Fairbanks Ranch, StoneTree, and Boulder Ridge is Tuesday, May 5, 2020.
TENNIS: Tennis booking privileges are slightly different depending on location. All local rules for tennis reservations will apply. We are accepting tennis reservations now with a target opening date of Friday, May 15, 2020, at most, if not all of our locations. Please check the individual club website for specific details.
CAN I PLACE MY MEMBERSHIP ON LEAVE OF ABSENCE IF I AM NOT READY TO RETURN?
If a Member has their membership reactivated and they are not ready to return to the Club for any reason, they can place their membership on Leave of Absence retroactive to May 1, 2020. Club West memberships will be placed on LOA at 50% of regular dues. Executive Club, Campus, and Single Site memberships will be placed on LOA at $50/month. Simply visit bayclubconnect.com and select Contact Us to request your LOA.
WHAT IF I HAVE EITHER A MEDICAL OR FINANCIAL HARDSHIP DUE TO THE COVID-19 SITUATION?
If you have a medical or financial hardship that prevents you from using the Club, or you do not feel that enough Club services have been restored to support a dues payment, you can request your dues stay at $0 until August 31, 2020. To make this request, simply visit bayclubconnect.com and select Contact Us to get in touch with our Member Experience Team.
WHAT HAPPENS IF I HAVE A PAID-IN-FULL MEMBERSHIP?
As always, the same opportunities exist for Members who pay annually as those who choose to pay monthly. For Members who have an upcoming annual membership renewal, please look for a renewal statement once services resume.
WHAT ABOUT MY MONTHLY LOCKER, PARKING CHARGE, OR RECURRING SERVICE PACKAGE?
Once service has resumed, you will begin to see recurring charges for items, such as monthly lockers, parking charges, and some other programs. Please note, activation for services, such as spa and small-group fitness programs will occur at a later date (once services resume). Members do not need to contact the Member Experience Team regarding these fees—the adjustments will be made automatically.
WHAT HAPPENS TO MY PREPAID TRAINING PACKAGES OR PROGRAMS?
All training packages and programs have been extended to an expiration date of December 31, 2020, giving everyone plenty of time to enjoy the service purchased. Even better news, we have retained most—if not all—of our professionals during this wholly unprecedented time period, so you should expect to see a familiar face when you return for your lessons or training sessions.
WHAT HAPPENS TO THE LIFESTYLE POINTS ON MY ACCOUNT?
All Lifestyle Points on your account have been extended until December 31, 2020, giving everyone plenty of time to use their current inventory of Points.
HOW DO I REACH THE BAY CLUB’S MEMBER EXPERIENCE TEAM?
We are proud to announce that Bay Club’s Member Experience Team interacted with over 60,000 inquiries since March 16, 2020—with over 80% of those interactions via direct phone conversations. Thank you to our entire Bay Club community for your patience over the past 45 days. Going forward, the best way to reach our team is through your member portal at bayclubconnect.com, or by downloading the Bay Club Connect app on your mobile phone. (You can learn more about Bay Club Connect at bayclubs.com/members.) Additionally, you can call the team at 888.646.4660.
QUESTIONS ABOUT CLUB OPERATIONS
WILL OPERATING HOURS BE ADJUSTED AT MY CLUB?
As we begin restoring services, we will operate most activated locations from 7:00 am to 8:00 pm. For club specific hours, please refer to your club location website. Based on feedback from local, state, and federal authorities, we definitely expect to expand hours in future phases throughout the summer season. Our current thought is to resume regular hours of operation by September 1, 2020, if not sooner.
HOW DO I ACCESS THE CLUB? WILL I NEED A RESERVATION TO USE THE CLUB AND HOW WILL THAT PROCESS WORK? IS THIS DIFFERENT FROM GOLF, TENNIS, AND SQUASH?
One of our main priorities while services have been suspended at the clubs, is focusing on systems and protocols to keep our members and associates safe once services resume. A focus during this time was activating a reservation system for all areas of the Club. The system will have two components, both found on Bay Club Connect. For members making golf, tennis, or squash reservations, the previously existing systems continue to be in place for your reservations.
For all other club services, indoor and outdoor, we are encouraging Members to make a reservation for the time they would like to use any area of the Club (once services resume) through Bay Club Connect, similar to how you would use Open Table for restaurant reservations. Reservations will be available in 30-minute time blocks, with a 90-minute time limit, and can be made for multiple areas of the Club up to seven days in advance (once services resume). Similar to the restaurant model, if you arrive at the Club without a reservation, we will accommodate you if space allows.
HOW LONG WILL MY RESERVATION BE HELD IF I AM RUNNING LATE?
We will do our best to accommodate all Members with reservations for the Club. We request that Members participating in fitness programs or activities arrive at least five minutes before the start of the session. If a Member is using any other area of the Club, we will hold the reservation for up to 15 minutes after the original start time. Policies may differ based on activity and club location.
CAN I ARRIVE EARLY FOR MY RESERVATION? WHAT HAPPENS IF I STAY LATE?
With a focus on creating safe spaces for our Members and Associates, we will make accommodations to reservation extensions as long as proper physical distancing is maintained according to local and state guidelines.
IF I DO NOT SHOW UP FOR A RESERVATION, WILL I GET CHARGED?
At this time, we will not be charging Members for reservations they can’t make. However, if possible, we ask that you cancel your reservation through your Bay Club Connect account, so that we are able to accommodate other members.
WILL SAFETY ZONES FOR MEMBERS OVER 65 YEARS OLD BE PROVIDED?
Yes, certain areas or classes at each club will be designated as senior-only zones for our members over 65 years old. Please stay tuned for more details coming from your specific club locations.
WHAT WILL I BE ALLOWED TO BRING TO THE CLUB?
You will be allowed to bring most of the items you are used to having with you when visiting the Club. The only thing we ask that members do not bring to the Club is used tennis, squash, or racquet balls. Otherwise, gym bags, water bottles, and the like are allowed at the Club.
WHAT AMENITIES WILL BE AVAILABLE AT MY CLUB WHEN SERVICES ARE RESTORED?
For club-specific information, please look for additional communication.
WILL FOOD AND BEVERAGE SERVICE BE AVAILABLE AT THE CLUB?
During the initial opening phase, we will have limited food and beverage options available to our Members. Please reference your individual club website for club-specific options. Since we know food and beverage service is an important part of your Bay Club experience, please know we are working on providing increased menu offerings during future phases.
QUESTIONS ABOUT YOUR SAFETY
WHAT DO YOU PLAN TO DO IF THERE IS ANOTHER OUTBREAK?
Please know that our Bay Club leaders will continue to work with the local, state, and federal authorities, in addition to following CDC guidelines, to maintain the safety of our Associates and Members at all times at our clubs.
WHAT SHOULD I DO IF I SEE ANOTHER MEMBER NOT FOLLOWING MEMBER SAFETY GUIDELINES?
While we trust that we will all work together to keep our clubs safe, if you happen to see another Member not following physical distancing guidelines, please bring this to the attention of an Associate immediately.
DO I NEED TO WEAR A MASK WHEN VISITING THE CLUB?
Please be aware that we will be adhering to all local and state guidelines regarding the use of masks at our club facilities. Members should be prepared to wear a mask at some point in time during your visit to the Club, especially during the initial opening phase.
CAN I PURCHASE A MASK AND/OR GLOVES AT THE CLUB?
You should plan on bringing your own mask to the Club. However, for your convenience, we will have masks available for purchase and we will have gloves available (upon request) for Members who wish to use them at the Club.
ARE YOU ASKING MEMBERS TO SIGN ANY SORT OF ACKNOWLEDGMENT THAT THEY WILL NOT VISIT THE CLUB IF THEY ARE SICK?
Bay Club is working with local, state, and federal authorities to determine proper protocols for acknowledgment of the COVID-19 situation, inherent risk with participating in activities at the Club, and acknowledgment of a person’s current health condition. Please note: We expect requirements to be fluid based upon future local or state guidelines.
QUESTIONS ABOUT COMMUNITY INITIATIVES AND PROGRAMMING
DID BAY CLUB REACH 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 reached out and offered our facilities for use during this wholly unprecedented time. Possible uses included childcare services for parents with jobs at essential workplaces, temporary shelters for healthcare professionals, and rest places for local authorities. Although we have been unable to finalize any agreements, we continue to have dialogue with all local, state, and federal authorities as we embark on restoring services at the Bay Club.
HOW WILL YOU COMMUNICATE FUTURE UPDATES?
During this time, we have utilized multiple avenues for communication, including bayclubs.com, bayclubconnect.com, and onelombard.com. We will continue our Daily Bay email communication to keep Members informed and engaged with our programming on a daily basis. In addition, we are using social media as a communication tool and invite you to join our Facebook Groups for the following campuses: San Diego, Los Angeles, San Jose, Santa Clara, Peninsula, East Bay, San Francisco, Marin, and Oregon.
WILL BAY CLUB CONTINUE PROVIDING ONLINE CONTENT ONCE CLUB SERVICES ARE RESTORED?
Yes. We are thrilled so many Members have taken advantage of our online content for fitness, sports, family, and hospitality services. We are offering our most popular cardio, strength, and yoga classes— both live and on-demand—every day. In addition, we have provided sports programming and family activities. To explore these offerings, visit bayclubs.com, and be sure to check back often as new classes are added every day.
We will continue the conversation about resuming Club services on our discussion series What Lies Ahead in the coming weeks. In addition, we will be sharing a series of “how-to” videos to review the new procedures and booking systems as part of Resuming Operations: The New Normal. And, from the entire team at Bay Club, thank you again for your support from the bottom of our hearts. Please stay safe, and we are so excited to welcome you back to the Club soon!
Best of Health,
President & CEO
Updated May 1, 2020