A LETTER TO THE MEMBERSHIP FROM OUR CEO
Communication shared on March 27:
Dear Bay Club 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 www.bayclubs.com or visit www.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 www.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 www.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 the status of club services by email, at www.bayclubs.com, and at www.bayclubconnect.com. Polite reminder: Please make sure to update your correct contact information at www.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 www.bayclubs.com, or log into www.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 – www.bayclubconnect.com. The link to Bay Club Connect can be found in the following places: on www.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 email@example.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,
President & CEO
Communication shared on March 17:
Dear Bay Club Members,
In these very uncertain times, we are taking one day at a time as we try to make the best decisions for our Members, Associates, and their families. Starting tomorrow, please expect a Daily Bulletin that will provide fitness, sports, family, and hospitality-themed tips to help you survive the challenging times ahead and stay connected to our Bay Club community. Some of our top professionals will be providing fitness classes, stay-at-home kids projects and lessons, sports drills for the driveway or cul-de-sac, and nutritious recipes for the family. We will do our best to help everyone through this unprecedented time.
Our goal is to continue employment and pay our Associates their wages and health insurance during the time that services are suspended at our clubs. We are attempting to maintain a certain amount of revenue coming in from our loyal membership base to cover a fraction of the pay for our front-line Associates—housekeeping, service providers, front desk staff, and managers—to support their families. After considering quite a few options, we would like to propose the following three:
- Continue to pay full dues during the time that club services are suspended
- Pay 50% of your monthly dues while club services are suspended
- Pay $0 dues while club services are suspended
If you would like to continue to pay full dues during this time, you do not need to do anything. Billing will continue at the normal monthly cadence. If you would like to pay 50% or pay $0 dues, please contact your Bay Club team at firstname.lastname@example.org and they will make the necessary adjustment effective March 16, 2020.
We intend to open our clubs and welcome our Members back as soon as it is safe and appropriate to do so. We hope that our Members will choose to stay with us, so that we may continue to build our vibrant Bay Club community, as we have for the last 40 plus years.
Lastly, we want to say thank you. We are incredibly grateful for your support, as well as your calls and emails checking on our Associates. Your loyalty and dedication to our community are tremendously appreciated. We are going to come out of this together.
Yours in Good Health,
President & CEO
Communication shared on March 15:
Dear Bay Club Members,
As we continue to navigate through the unique challenges posed by influenza season, COVID-19, and other health situations, we would like to share an update on how the Bay Club is responding. The safety and health of our community—Members and Associates alike—continues to be our number one priority.
At this time, none of our Associates have tested positive for COVID-19. However, with social distancing in mind, in an effort to protect our Members, Associates, and their families, we have decided to temporarily suspend services at all Bay Club facilities beginning this evening, March 15, 2020 at 6:00 pm.
Given that this situation is complex and evolving, it is our intention to re-engage services at the clubs as soon as we can—potentially opening certain outdoor recreation areas, like golf, tennis, and swimming, before full facilities are reopened. Please expect indoor facilities and services to be unavailable until at least Saturday, March 22, 2020. We will keep close tabs on this evolving situation so that we can be prepared to reopen some and/or all of the indoor facilities in accordance with federal, state, and local guidelines.
During the time services are temporarily suspended, we will be performing a deep cleaning and preparing the facilities for the upcoming spring and summer seasons. All Bay Club Associates will continue to be paid during this time period inclusive of all service providers. All member services with expirations such as training sessions, Lifestyle Points, and sports lessons will be extended accordingly.
As always, we are incredibly appreciative of your membership and our Bay Club community. We will continue to send updates as the situation changes. In addition, our Member Experience Team will be available to assist with any questions you may have about your membership. We thank you for your loyalty and patience.