FAQ
*Updated 9/22/2020*
THANKS FOR YOUR CONTINUED PATIENCE! We are as anxious as you to be back! We know you have many questions! Please review these Frequently Asked Questions for some answers!
GENERAL CLUB OPERATIONS
When are you going to OPEN?
A: We are OPEN…as of September 28. Keep checking our website and Facebook for more updates!
What took you so long to open? Other clubs have been open for weeks.
A: While some facilities have opened, the restrictions are even tighter than before. We had a plan to reopen in July, which was delayed by the state. We had to modify that plan to meet the new requirements on capacity size, etc. It became clear we had to implement scheduling software to accommodate as many members as possible, given the drastically reduced capacity limits. We also lost some staff over our 6-month closure and now in the process of training new staff.
What’s different about the club than before?
A: LOTS! BUT HERE ARE SOME VERY IMPORTANT THINGS TO NOTE:
- NEW HOURS UNTIL FURTHER NOTICE: Monday-Saturday 8AM to 8PM
We are temporarily reducing our hours to allow adequate time for increased sanitizing and disinfecting. We also lost some staff during our extended closure, so we need time to train new staff for our various vacancies.
- MASKS REQUIRED! Pursuant to the state mandate, face coverings are REQUIRED when inside indoor facilities, EXCEPT while engaged in strenuous exercise. Members who remove their cloth facial coverings to exercise must wear them at all other times, including immediately before AND immediately after exercise. This includes all members ages 5 and up. Medical exceptions apply. Members must bring their own masks. All staff members will be wearing masks.
- RESERVATIONS COMING SOON FOR SELECT PROGRAMS. Reservations will be required for group fitness, lap swim and court sports (racquetball, squash, and tennis). Our goal will be to accommodate as many people as possible utilizing this technology, given our reduced capacity restrictions. Watch for a link with further details on the website coming soon to schedule a time slot! Racquetball, squash, and tennis courts can be reserved now. Our friendly Front Desk staff can also make a reservation for you up to 2 days in advance.
How can we reach you?
A: Staff will return the first day we open. Please be patient when calling as we anticipate numerous inquiries. Our current phone system does not support voicemail. We do not have staff onsite to answer the phones before our official reopen.
I’ve tried to email you through the Contact link but I haven’t received a response.
A: Since we are not yet open, we do not have staff here on a regular basis. We are answering emails as quickly as we can but, given the vast number of inquiries and limited staff, it may take us a little longer to get back to you. Thanks for your patience!
Will it be safe for me to return?
A: We are taking every step to ensure a safe, clean environment. We have physical markers in place to remind members to practice social distancing and will follow all other guidelines issued by the CDC, the state, and our local health department. We have plexiglass shields at the Front Desk, have placed extra sanitizing stations throughout the facility, and staff continues to regularly clean and disinfect areas.
I’m in a high risk category. Should I come back?
A: We encourage members in a high risk category, as outlined by the governor and the CDC, to follow the guidelines, including staying at home until the risk has been diminished. For that reason, we are offering a no-charge freeze on billed membership accounts until you are ready to return. You may freeze your account up to 6 months from the start of the freeze. Silver & Fit, Silver Sneakers, and Prime members must contact their insurance provider to make any changes to those types of memberships.
Will the locker rooms be open?
A: Yes. Under the current regulations, the Men’s Locker Room capacity is 3 people; Women’s Locker Room is 4 people.
Can I use the showers?
- Showers are permitted in Phase 2 for POOL USERS ONLY.
Will the therapy pools in the locker rooms be open?
A: No. Therapy pools are closed until further notice from the CDC and/or the health department.
How about the sauna?
A: No. Sauna use is not permitted by the state.
What about water fountains? Will you make those available?
A: Please bring your own water bottle as drinking fountains will not be available. Our bottle filler stations will be available for your use.
MEMBERSHIP/ACCOUNT QUESTIONS (Billed Members Only)
Not included here: Silver & Fit, Silver Sneakers, Prime, Renew Active. See Senior/Employer Paid Section for those programs.
I love Lake Shore, but I’m not sure if it’s safe for me to come back. How do I drop my account?
A: We understand the choice to return may be difficult. To help give you a little more time to make that decision, we are currently offering members the option to freeze for up to 6 months, AT NO CHARGE. If you decide to return before the 6 months end, simply sign a form to cancel the freeze, and dues will be charged from that point forward.
Can I drop over the phone? I’m too afraid to come to the club in person.
A: Yes, give the Front Desk a call once we reopen, and they will walk you through the process. Your account balance must be paid in full before the drop becomes effective.
I want to freeze my account. Do I have to come in and sign? Is there a fee?
A: We are allowing members to freeze their account for up to 6 months, by phone FREE OF CHARGE! Contact the Front Desk, once we reopen, to walk you through the process. You will be asked to bring your account current before your freeze takes effect.
My account was on Freeze but it ended while you were closed. What happens now?
A: As a courtesy to our members, we extended all freezes that ended in April through October to November 1. If you are ready to come back before then, simply stop in at the Front Desk and cancel the freeze. Dues will resume from that point forward and will be shown on your next statement.
I put my account on vacation the week before the closure. Will I lose my vacation credits?
A: No, we won’t apply any of the vacation to your allotment of 4 weeks per calendar year. Vacations that occurred prior to our closure on 3/16 will still count against your vacation credits. Those credits have already been posted to your account. All other vacation requests are being held until we know how much longer we will be closed. If your vacation request included the dates we were closed, that portion of your request was voided, and the amount was charged back to your account.
BILLING
Will I be charged for any time the club was closed?
A: No. We will not charge you for the time you were unable to use the club.
I received a bill charging me for April dues. Will those be credited since you weren’t open?
A: The dues you were charged for April will be applied to October dues.
Why did you charge me for April dues when you were closed?
A: Per the first Stay-at-Home order, we closed 3/16 and anticipated reopening 4/1, so we billed as scheduled for April dues. That statement only charged a partial month to account for the 2 weeks in March we were closed.
Given all the restrictions and limitations, how can you still charge me full price?
A: We are hopeful some of the restrictions will be lifted over time. In the meantime, feel free to make changes to your account to reduce your monthly dues. For example, if your kids aren’t coming to the club, opt for a Level Change to temporarily make them inactive until those programs return. You can also opt for the Freeze option and suspend your membership at no charge until the state increases capacities.
I was told my account would be credited, but I don’t see a credit on my statement.
A: Based on our staffing and software limitations, we were unable to manually post credits to each individual account. Instead, we adjusted the rate you would pay in April by deducting the 2-weeks of dues from your regular membership rate (i.e., family, couple, etc.). That was the most expedient way for us to distribute a mass credit.
What if I pay annually or semi-annually? (*grandfathered in for prior members)
A: For those accounts that came due in April for semi-annual or annual dues, we applied an actual credit representing two weeks of dues, which reduced the total amount due. We will be crediting all semi-annual/annual accounts before your next renewal. We have also not counted the months we were closed in your semi-annual or annual term.
I didn’t pay my last bill because you were closed. Can you waive my service charge?
A: We are waiving service charges and the discount disallowed for those who didn’t pay their April statement, which was the last statement we mailed.
What is the discount disallowed?
A: Members have always been encouraged to pay by the 15th to receive $5 off regular dues plus tax. Our software automatically adds the $5 plus tax back to your account if your payment is not received by the 15th of every month. Similarly, if the software detects a balance on an account at the time of billing, a minimum $10 service charge or 1.5% charge is assessed. Those fees will not be charged with your next statement.
I’ve made already mailed in a payment. Will that be processed?
A: We processed some payments while we were closed and expect to process new payments more quickly once we reopen.
My payment is submitted through my bank’s bill pay. Should I cancel it?
A: You don’t need to cancel it completely; however, you may wish to modify your payment amount. Since your last statement reflected a reduction in the dues, we suggest confirming your balance to see if you have a credit. If you send in a payment, we will post it to your account as soon as we are able. Any overpayment will be reflected as a credit on your account.
I mailed in a payment while you were closed, but it hasn’t cleared my bank. Why not?
A: Since we have not charged dues while we’ve been closed, many accounts (especially those with bill pay) have a large credit on their account. If you have a significant credit on your account, your check was likely held by Membership Services. Please contact the Front Desk once we reopen to have it shred or returned to you.
My statement reflects a charge listed as “Vacation Credit.” What’s that about?
A: Since we adjusted accounts for the time we were closed, vacation requests for that time period were not necessary. We voided any that included the days that we were closed and returned the number of weeks back to your account. We charged the amount back to your account to avoid a duplicate credit for the same time period.
I am a Global Fit member and have a “Billing Adjustment Charge” on my statement. What does that mean?
A: When we adjusted April dues, it resulted in a credit on your account. However, because you do not pay the club directly for your membership, we charged that amount back to your account to reflect a zero balance.
SUPERVISED PLAY AREA (SPA)
Will the Supervised Play Area be open? Are there any restrictions?
A: Sorry, Moms and Dads! No in-facility child care services are permitted according to the state.
I’ve paid for the Supervised Play Area (SPA) for April. Can I get a credit?
A: If you were on autobill for the SPA in April, that charge will be applied to your next month’s SPA.
I paid for a full month of the SPA in March, but since you closed March 16, can I get a credit for half the month?
A: It still may have been more cost effective for some to pay by the month, rather than the day. However, you are welcome to contact the FD to verify your SPA usage in March. Once that’s done, we can determine the appropriate amount to credit to your account.
AQUATICS
Will there be group swim lessons?
A: We are not providing group swim lessons in this phase. They will resume as soon as the state permits.
How about private lessons?
A: Some instructors are providing private lessons. Fill out a request at the Front Desk; however, with the best instructors in Clark County, we typically have a lengthy wait list. Without group lesson options, the wait for a private lesson may be 1-2 months, depending on interest, the day/time requested, etc. Seems like a long time, but best to get on the list if you have any interest. New guidelines have been mandated by the American Red Cross and the State of Washington. See Aquatics when we reopen for complete details.
I paid for swim lessons before this happened. How do I get a credit?
A: Aquatics has already issued swim credits for anyone who did not complete their last session due to the Covid closure. Credits will be applied to upcoming swim sessions, to be announced in the near future.
When does the Outdoor Pool open?
A: Sadly, the outdoor pool will not be opening this season.
Will you have Open Swim?
A: We hope to offer Open Swim in the near future, as the State and our staffing permits.
Can I lap swim?
A: We had anticipated lap swim being available on Day 1; however, much to our dismay, our indoor pool heater stopped working unexpectedly a week ago. (When it rains, it pours!) The new heater has been ordered and will be installed as soon as it arrives.
Once open, Lap Swim will be on a RESERVATION BASIS using online scheduling, every hour on the hour for 45 minutes per swimmer to reserve 15 minutes for cleaning. Only 1 swimmer per lane, per CDC guidelines (no circle swim). Watch for the link on our website to schedule your time.
Will showers be available?
A: Yes. Showers are available for POOL PARTICIPANTS ONLY for use before AND after entering the pool.
Will there be the Adult Masters Swim Group?
A: With our reduced hours, Adult Masters will be postponed until further notice.
Will there be Aqua classes?
A: Aqua classes are temporarily suspended until capacity restrictions are reduced.
GROUP EXERCISE
Will there be group fitness classes?
A: Yes! We plan to hold classes, starting as early as October 7, BY RESERVATION ONLY. In order to allow for cleaning and disinfection between classes, some classes may be temporarily suspended and others may be shortened. Schedules will be available at the Front Desk once we confirm the list of classes we can offer.
Am I required to wear a mask in class?
A: Per the state guidelines, all patrons are required to wear face coverings EXCEPT while engaging in strenuous exercise. The type of class in which you participate will dictate whether or not class participants will be wearing masks.
Will there be a limit to the number of people in a class?
A: Yes. Under the new regulations, classes are limited to 8-10 participants, depending on location. As we gauge interest over the next few weeks, we will look to offer more time slots of our popular formats.
Will I get a spot if only 10 people can be in a class?
A: Due to the popularity of our classes, reservations will be required using our online scheduling program, once the link is available on our website. We also plan to offer additional time slots for our more popular formats to accommodate as many people as possible, depending on demand.
If we use equipment in a class, will they be cleaned before I get there?
A: Our staff will be cleaning equipment between classes; however, cleaning supplies will be on hand for members to disinfect their equipment before and after use as well. Instructors will also keep equipment to a minimum to permit additional time for participants to disinfect materials and exit the area before the next class’s participants arrive.
CONDITIONING ROOM/PERSONAL TRAINING
I miss my workouts in the Conditioning Room. Can I work out there when you open?
A: Yes! Capacity limits are very restricted. Social distancing must be maintained at all times. We have cleaned, disinfected, repaired and removed equipment as needed to maintain social distancing. Members must maintain social distancing in the common use areas, such as the free weight room, stretching floor, and the track.
Will the equipment be safe and clean?
A: Our staff will be cleaning machines and equipment throughout the day; however, we will have disinfectant on hand for members. For your safety and that of the next member, we ask that you simply wipe down any equipment you use BEFORE AND AFTER use.
I paid for Personal Training. Can I get a credit?
A: We are happy to apply your payment towards future Personal Training so you can get back on track as soon as possible.
Can I resume my Personal Training as soon as you open?
A: Absolutely! Contact your trainer to get going again! If you don’t have a trainer, stop in at the Front Desk when we reopen to put in a request and get connected to one of our awesome trainers!
SPORTS
Is basketball league back?
A: Not until Phase 4.
Can I shoot hoops with my buddies?
A: Yes. Shooting hoops while being socially distanced is acceptable. Playing 1 on 1, or any variation thereof, IS NOT, until Phase 4. Each member must bring his/her own ball. We will not be keeping basketballs in the racks for member use, but you can check out a ball from the Front Desk who will sanitize it after use.
Are the tennis courts open?
A: Once we reopen, yes! Singles and doubles are allowed! Members must bring their own tennis balls.
How about Open Volleyball?
A: Not yet! Open volleyball may resume in Phase 4.
What about Pickleball, Racquetball, and Squash?
A: In compliance with the state’s order, only 1 member may be in a court at a time. RESERVATIONS ARE REQUIRED through our online system or the Front Desk. Reservations will be every hour on the hour for 45 minutes to permit adequate cleaning and disinfection. The pickleball machine can still be used for individual practice in a racquetball court.
Is Taekwondo back?
A: Not at this time. Check back for updates!
FIT KIDZ
My kids need to get out of the house! Is Sports Kidz or Gym Kidz back on schedule?
A: Soon! All Fit Kidz programs will resume in Phase 4, or otherwise noted.
My son loves Kidz Kamp every year! Is there a date for that?
A: Kidz Kamp has been postponed until next summer. (Sorry, Moms and Dads!)
SENIOR/EMPLOYEE PAID PROGRAMS
I am eligible for Silver & Fit. Are you still doing orientations?
A: Yes! Once we reopen, please call the Front Desk to schedule an orientation. They are now limited to 3 people per orientation to maintain social distancing.
I’m not ready to return. Do I need to cancel my Silver & Fit/Silver Sneakers card?
A: Any changes to Silver & Fit or Silver Sneakers and related programs should be made with your insurance provider. When you are ready to return, your card should still be active if you have not made any insurance changes.
Will Scribblers still be held?
A: Yes. We ask that you practice social distancing. The location may be moved to accommodate for this.
How about bowling?
A: We have to wait until Phase 4 for that!
MISCELLANEOUS
I paid for a Seated Massage in March. Can I get my money back?
A: Once we reopen, we will be able to reschedule your massage and will apply your payment to the next date that is convenient for you.
Can I schedule a birthday party?
A: Birthday parties will resume in Phase 4, or otherwise noted.
Can my kids still hang in the Game Room?
A: Yes, however, only 2 people are allowed at a time.
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While this FAQ is exhaustive, we know there are still many questions you may have. This is not something we’ve ever dealt with…in over 60 years! Bear with us–we will do our best to address your questions and concerns as quickly as possible. Thank you for your suggestions, comments and support for Lake Shore Athletic Club. Please know we are doing all we can to make your return to the club nothing but positive. In the meantime, please check out our website and Facebook page for the latest updates.
We appreciate you all! Looking forward to seeing you soon!
