RESUMING OPERATIONS: FAQ UPDATE
DEAR MEMBERS,
Given there have been so many changes in our communities since March 2020, 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, individual 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 45-60+ days all of 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, conducted deep cleanings, executed preventative maintenance of equipment, and completed seasonal refresh projects. More importantly, although from virtual offices, we collaborated on 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, Bay Club employs more than 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), we kept our team together and are now very well-equipped as services have started to resume.
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 have remained active in our system and will automatically be able to make reservations as we resume services. Members who chose reduced or waived dues have two options to return to active status:
1. Contact the Member Services Team at bayclubconnect.com to reactivate your membership; or
2. Let your membership automatically reactivate as services included in your specific membership resume.
For 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.
IF I HAVE A BALANCE DUE ON MY MAY 2020 STATEMENT, WHEN WILL YOU DEBIT MY ACCOUNT? WILL I RECEIVE A STATEMENT IF I ELECTED TO HAVE REDUCED OR WAIVED DUES?
If there is a balance due on your May 2020 statement, we are planning to debit accounts May 20–25, 2020. Please note, if you have elected to have reduced or waived 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: Advance golf reservations have been adjusted accordingly: Sapphire (7 days in advance), Diamond (5 days in advance), and Platinum (3 days in advance).
TENNIS: Tennis booking privileges are slightly different depending on location. All local rules for tennis reservations will apply. Please check the individual club web page 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 and haven’t used the Club, they can place their membership on Leave of Absence (LOA) retroactive to May 1, 2020. If you have used the club services and decide at a later date that you would like to go on LOA, your request will take effect on the first of the following month.
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 an 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 that your dues remain 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. Please note: If you have used the club services and decide at a later date that you would like to adjust your membership, your request will take effect on the first of the following month.
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 in June 2020.
WHAT ABOUT MY MONTHLY LOCKER, PARKING CHARGE, OR RECURRING SERVICE PACKAGE?
As services resume, you will begin to see recurring charges for items, such as monthly lockers, parking, 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.
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 share that Bay Club’s Member Experience Team has responded to more than 70,000+ inquiries since March 16, 2020—with more than 80% of those interactions via direct phone conversations. Thank you to our entire Bay Club community for your patience during the past 60 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 device. (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 services are restored, we will operate most activated locations from 7:00 am to 8:00 pm during the month of May. For club-specific hours, please refer to your club location’s web page. 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?
The reservation system has 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, Members can make a reservation for the time they would like to use any area of the Club (as services resume) through Bay Club Connect, similar to how you would use Open Table for reservations at a restaurant. Club 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 (as 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 extend a reservation (on either end), 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.
WHAT AM I ALLOWED TO BRING TO THE CLUB?
As services resume, 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 not bring to the Club is used tennis, squash, or racquet balls. Otherwise, gym bags, water bottles, and the like are all allowed.
WILL FOOD AND BEVERAGE SERVICE BE AVAILABLE AT THE CLUB?
Starting June 2020, we intend to slowly re-launch food and beverage services at our sports resorts, swim & tennis clubs, and country club locations. Please reference your individual club’s web page for club-specific options.
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 during their club visit, 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. We will also have gloves available (upon request) for Members who wish to use them while 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 the 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
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. 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. And we are continuing to offer 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.
From the entire team at Bay Club, we 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 all of the clubs soon!
Best of Health,
Matthew Stevens
President & CEO
Updated May, 19, 2020