RESUMING OPERATIONS: FAQ UPDATE
With the announcement on Friday, June 5, from Governor Newsom establishing state-wide guidelines, allowing indoor active lifestyle activities to resume starting June 12, 2020, (pending local approval), Bay Club is excited to welcome all members from San Diego to Portland back to the clubs. With that in mind, we have updated our on-going Frequently Asked Questions to be relevant as of mid-June 2020.
FREQUENTLY ASKED QUESTIONS
Questions About Your Membership
HOW CAN I FIND OUT WHAT AMENITIES ARE CURRENTLY AVAILABLE AT MY CLUB?
We encourage you to visit our website to see what services are available at each club location. As additional amenities open, we will continue to keep this page up to date. You can also visit your club-specific web page for more details, such as operating hours and club announcements.
WITH FITNESS SERVICES RESUMING IN JUNE 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 ways in which they can 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.
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 JUNE 2020 STATEMENT, WHEN WILL YOU DEBIT MY ACCOUNT?
We will be processing statements June 10–15, 2020, and we are planning to debit accounts June 20–25, 2020. If you have any questions regarding your statement, please contact the Member Experience Team at bayclubconnect.com.
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?
You will begin to see recurring charges for items, such as monthly lockers, parking, and some other programs in July 2020. 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 80,000+ 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 85+ 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?
We will operate most activated locations from 7:00 am to 8:00 pm during the month of June. For club-specific hours and services available at your club, please refer to your club location’s webpage. To see an overview of the services which are currently available at each club location, please visit bayclubs.com/club-service-updates. 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 in 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, 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 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. 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. Note: 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.
*We are requiring a 48-hour cancellation notice for golf reservations.
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 Health and Safety
WHERE CAN I FIND THE BAY CLUB’S HEALTH AND SAFETY PROTOCOLS?
We have been strictly following the California state guidelines during this time. To view our measured approach for resuming operations, along with our top health and safety initiatives, please visit bayclubs.com/resuming-operations. This site contains the comprehensive document: Resuming Operations: The New Normal, which details our preventative measures, as well as our Standard Operating Procedures as we begin to reintroduce amenities.
WHAT DO YOU PLAN TO DO IF THERE IS ANOTHER OUTBREAK?
Please see the Members section of bayclubs.com for all Resuming Operations details, including both Bay Club-specific and California state guidelines. In addition, 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.
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.
Welcome back! Thank you for your patience while we worked with local, state, and federal authorities to ensure a safe and healthy environment for our Members and Associates. The entire Bay Club team has worked tirelessly since March 16, 2020, to establish the protocols associated with our “new normal”. And we can’t wait for you to see the hard work of the last 12+ weeks as you return to enjoy the clubs.
Best of Health,
President & CEO
Updated June, 10, 2020