Club Bishopstrow

1. What access will children have to the pool facilities, and which areas and amenities will they be permitted to use?

A. We are delighted to welcome younger guests to enjoy our indoor and outdoor pools during our dedicated Family Spa Access times.

Children under the age of 13 are welcome to use the indoor and outdoor pools only during the following times:

- 8:00am – 10:00am

- 3:30pm – 5:30pm

Please note: Children under the age of 13 do not have access to any other spa facilities or the spa garden at any time. Outside of the Family Spa Access times above, the spa, spa garden and all spa facilities are reserved exclusively for guests aged 13 and over.

Guests aged 15 and under must:

- Be accompanied by an adult at all times (maximum ratio of 1 adult to 2 children).

- Follow the spa etiquette and be considerate of other guests enjoying the facilities.

- Observe all safety signage, as individual pool areas may have specific age guidance or restrictions.

- Children under the age of 16 are not permitted in the treatment rooms or gym.

We look forward to welcoming families to enjoy our indoor and outdoor pools while ensuring a relaxing and enjoyable experience for all guests.

2. When can I use my 20% discount for treatments?

A: Your 20% treatment discount can be used on treatments booked Monday to Thursday only.

Treatments are still available to book from Friday to Sunday; however, these appointments are charged at the full treatment rate, and the member discount does not apply.

3. Are you going to have anyone covering instructors' holidays?

A: Yes. We are delighted to welcome Tom to the team. Tom will be providing cover during instructor holidays and absences, ensuring our class timetable continues with minimal disruption.

Alongside class cover, Tom will also be offering Personal Training sessions during evenings and weekends. Sessions can be conveniently booked through our website, with appointments going directly into Tom's diary.

Tom has an impressive background in strength training and powerlifting, having competed at both national and international level. He specialises in:

- Strength and conditioning

- Body composition and weight management

- Improving confidence within the gym environment

- Tailored programmes for all fitness levels

Tom follows the conjugate training method, which means he can adapt exercises to suit individual needs, particularly for those with injuries, mobility limitations, or exercises they simply do not enjoy. His approach ensures that everyone can train safely and effectively while still progressing towards their goals.

Tom is passionate about helping people build confidence, become stronger, and enjoy the positive changes that come from consistent training and hard work.

Personal Training sessions with Tom are priced at £49 per session

4. What are the dates and times for Croquet and Rosé?

A: We are pleased to say that our Croquet and Rosé sessions will take place on the following dates:

- 23rd July

- 30th July

- 6th August

- 13th August

- 20th August

- 27th August

Sessions are available at 4:00 pm and 5:00 pm.

Advance booking is required, and the cost is £15 per person.

We look forward to welcoming you and hope you enjoy a wonderful afternoon of croquet and rosé with us.

5. How many guest passes will I receive, and how much do additional guest passes cost?

A: The number of passes you receive depends on your membership type:

- Annual Memberships receive 6 guest passes per year.

- Under 33 Memberships receive 4 guest passes per year.

Should you use all of your allocated guest passes, additional guest passes can be purchased and must be booked in advance.

- Adult Guest Pass: £75 per person

- Child Guest Pass: £45 per child

We look forward to welcoming your guests and family members to Club Bishopstrow.

1. How will you clamp down on 'no-shows' at classes?

A. We share your concerns regarding class no-shows and will be introducing measures to help manage this.

If a member fails to attend three booked classes within a month without cancelling in accordance with the booking policy, their class booking privileges will be suspended for the following month. During this suspension period, they will not be able to book or attend fitness classes.

Should repeated no shows become a regular occurrence, we will review the situation on an individual basis and may consider removing class booking credits altogether.

Our aim is to ensure that class spaces are used fairly and remain available to members who genuinely wish to attend.

2. Can the £75 voucher be emailed to me? Will children’s memberships receive the £75 voucher? Where can I use the voucher?

A: The £75 voucher must be collected in person and cannot be emailed.

Children's memberships are not eligible for the £75 voucher.

The voucher can be used throughout the hotel, including:

- Spa treatments and services

- Food and beverage outlets

- Hotel stays

3. Will there be fitness classes in the evenings and at weekends? I am unable to attend daytime classes due to work commitments

A: We recognise that many members are unable to attend daytime classes due to work and family commitments.

 We are currently in discussions with instructors to introduce a selection of evening and weekends and we will share further updates as soon as schedules have been confirmed.

4. I have found the WhatsApp group negative over recent weeks, and it has made me feel uncomfortable. I am considering leaving the group and possibly not renewing my membership due to the atmosphere being created

A: The WhatsApp group was created as a communication channel between the Spa and Club Members. It is intended to provide updates and information and is not a forum for debates, personal opinions, or discussions between members.

Spa team members who post updates are not always in a position to answer operational or management-related questions and have expressed that some recent comments have made them feel uncomfortable.

Going forward, any member who continues to post negative, inappropriate, or disruptive messages may be removed from the WhatsApp group.

Should such behaviour continue, we reserve the right to review and, if necessary, terminate an individual's Club membership in accordance with our membership terms and our commitment to maintaining a positive and welcoming environment for all members.

Everyone is working incredibly hard behind the scenes to create a truly special environment and experience for our Club Members, and we ask that all members support this effort by helping to maintain a respectful and constructive community.

If you have any questions, concerns, feedback, or suggestions, please contact me directly at:

angela.bonner@bishopstrowspa.com

I will personally review and respond to your email as appropriate.

5. What is the new Technogym Checkup, and do I need to pay for it?

A: The Technogym App is completely free for all members to download and use. However, the Technogym Checkup assessment is a chargeable service.

The Technogym Checkup is an advanced assessment tool designed to provide a comprehensive overview of an individual's health, fitness, and wellbeing. Using innovative technology and AI-driven analysis, it measures key physical and cognitive parameters to calculate a personalised Wellness Age.

This provides members with a clear understanding of their current wellbeing and highlights areas for improvement.

We would strongly encourage all Club Members to use this facility as part of their overall approach to health, fitness and wellness. It provides valuable insights that can help you train more effectively, monitor your progress, and make informed lifestyle choices. A member of the  team will be delighted to help set up your assessment and guide you through the process.

Option 1 – Standalone Technogym Checkup

- Duration: Approximately 30–40 minutes

- Cost: £35 per person

- Self-guided assessment with assistance from a member of the fitness team to help you get started

- Results available on the free Technogym App

Option 2 – Technogym Checkup with Personal Trainer Consultation

- Duration: 90 minutes

- Cost: £75 per person

- Comprehensive assessment

- Detailed one-to-one review of results with a qualified fitness instructor

- Personalised recommendations based on assessment findings

- Goal-setting consultation

- Individual action plan to support long-term health and fitness objectives

This option is ideal for anyone looking for a more detailed understanding of their health and fitness, together with professional guidance on achieving their wellness goals.

Booking and Payment

Payment is required at the time of booking for both Technogym Checkup options.

Once your Technogym Checkup account has been activated and you have logged into Wellness on Checkup, you will have a two-week window to complete your assessment. The assessment does not need to be completed in a single session and can be carried out over multiple visits during this period.

After the two-week access period has expired, the assessment will no longer be available and a new booking will be required to access the Technogym Checkup again.

Please note: The Technogym App remains free to use at all times. The charges apply only to the Technogym Checkup assessment and consultation services.

6. What is the TV screen on the wall, and is it for workouts?

A: Yes, the screen on the wall is Technogym Visio, an interactive touchscreen training system designed to support and guide your workouts. It is free for all members to use.

With Technogym Visio, you can:

- Access a wide range of guided workouts and training programmes.

- Select workouts using easy-to-use filters.

- Log in with your Technogym account to track your activity and progress in the Technogym App.

- Connect a heart rate monitor to monitor your performance.

- Connect your Bluetooth headphones to enjoy workout audio, entertainment, or TV without disturbing others.

We encourage all members to explore the training content available on Technogym Visio as part of their fitness journey. If you are unsure where to start, please ask a member of the team, who will be delighted to show you the various training sessions, workout programmes, and features available.

In addition, all our Technogym cardio machines offer:

- TV and entertainment access while you exercise.

- Bluetooth connectivity for headphones.

- USB charging ports so you can charge your phone during your workout.

- Integration with the Technogym App to track your training data and progress.

These features are included as part of your membership and are free to use.

7. What are the small storage boxes in the gym for?

A: The small storage boxes located around the gym are available for members to store personal items whilst exercising.

They are ideal for keeping items such as:

- Keys

- Mobile phones

- Headphones

- Small personal belongings

We encourage members to make use of these storage boxes during their workout to keep personal items safe, organised, and out of the way whilst using the gym equipment.

1. When will the gym reopen and will it open earlier?

A. We are excited to unveil the new state-of-the-art gym during the first week of June, and we are pleased to confirm it will be open from 6:30am to 8:45pm, offering greater flexibility for your routine.

2. Will corporate memberships continue to be available?

A: Corporate memberships will continue for existing corporate members only, with the revised annual rate set at £4,500. We are not currently accepting new corporate memberships.

3. I’ve noticed some members not respecting the facilities (e.g. littering, leaving towels etc.). How is this being addressed?

A: Thank you for bringing this to our attention. Maintaining the highest standards across the spa is a priority for us. Should you witness any behaviour that falls below these expectations, we kindly ask that you inform a member of the team. We will address this directly and, where necessary, take further action, including revoking membership.

As we invest significantly in enhancing the spa experience, it is essential that all members treat the facilities with care and respect.

4. Will my membership include access to all new facilities?

A: Yes, your membership will include access to all core spa, movement, and wellness facilities. Please note that private hot tubs, certain specialist wellness experiences and assessments will be available at an additional charge.

5. Will you be increasing membership numbers?

A: No, we are committed to maintaining an exclusive and comfortable environment. Membership numbers will remain limited, and new memberships will only be offered as existing memberships become available.

6. Lighting in the pool hall – several lights are not working.

A: Thank you for bringing this to our attention. We have investigated the issue with the spotlights, and unfortunately, the fittings are now obsolete. Despite our efforts, we have been unable to source the necessary replacement parts to repair the existing lights.

As part of the redevelopment plans, we have engaged with a lighting specialist and are pleased to announce that the refurbishment of the indoor pool later this year will include a completely enhanced lighting feature within the pool hall.

7. How many guest passes will I have, what will be included, and can I use them for my children?

A: The number of guest passes you receive depends on your membership type:

• Annual Memberships receive 6 guest passes per year.
• Under 33 Memberships receive 4 guest passes per year.

Yes, guest passes can be used for children. Each child will require 1 guest pass.

• Children under 13 years old may use the indoor and outdoor pools during designated children’s swimming times only.
• Children aged 13 years and over may use the indoor and outdoor pools without restrictions.

Guest passes provide access to the spa facilities from 7:00am – 9:00pm. Guests will be provided with:

• A wristband for identification
• Towels for use during their visit

Please note that robes are not included with guest passes, as robes are reserved for hotel guests and spa day guests.

All guest passes must be booked in advance, as availability is limited.

Beforehand, we would like to share an important update as we continue to enhance and invest in your overall experience with us.

From 27th to 29th April, as part of our ongoing development works, the gas supply to the hotel will be temporarily turned off. During this time, both the hotel and spa will remain fully operational. Our restaurant will offer a thoughtfully curated reduced menu, and we anticipate the gas supply will be fully restored by 3:00 pm on 29th April. We appreciate your understanding while these essential improvements are carried out.

1. Q. I am a Blue Light / Military cardholder – how do I receive this discount?

A. Thank you for raising this. While this has previously been referenced on our website, we do not automatically identify whether members hold a Blue Light or a military card. We kindly ask that this be brought to our attention at the point of enquiry or at renewal to ensure the appropriate consideration is applied.

2. Q. Why has the Blue Light discount been reduced to 5%?

A. Whilst we are not formally affiliated with the official Blue Light scheme, we are pleased to offer a discretionary 5% reduction as a gesture of appreciation for those in active service. To benefit from this, a valid card must be presented at the time of renewal, with membership paid in full.

3. Q. Will the loyalty rate of £1,950 remain the same next year?

A. The £1,950 rate represents a transitional loyalty rate for the current year. At your next renewal, membership will align with the prevailing standard rate at that time. We fully recognise the importance of clarity around pricing and will continue to communicate any future changes well in advance.

4. Q. How many fitness classes or experiences are included in the new membership?

A. Historically, there has not been a defined number of classes included within membership. The introduction of a structured allocation allows us to enhance the overall experience, ensuring fair and consistent access for all members.
We anticipate offering an allocation of three sessions per week. Additional sessions will remain available at a supplementary charge for those wishing to extend their programme.

5. Q. Why are Under 33 memberships offered at a lower price?

A. This approach reflects wider industry practice and is designed to support younger individuals in accessing wellness facilities, particularly in relation to mental health and wellbeing. We remain committed to fostering an inclusive and balanced membership community across all age groups.

6. Q. When will my membership increase to the higher rate?

A. The revised membership pricing will take effect from October 2026.

- For renewals between June and September, a pro-rata adjustment will apply until October.

- For renewals from October onwards, the new rate of £1,950 will apply from the renewal date.

7. Q. I come to Bishopstrow to relax and unwind; however, I have experienced some members displaying negative behaviour. How will this be addressed?

A. Maintaining a calm, respectful and welcoming environment is fundamental to the Bishopstrow experience. Behaviour that is discourteous, disruptive or disrespectful towards fellow members or our team is not acceptable.

Where concerns are identified, they are addressed promptly and discreetly. Should such behaviour persist, further action will be taken, which may ultimately include the withdrawal of membership.

Our intention is to preserve a refined, considerate and community-focused atmosphere, ensuring Bishopstrow remains a place where all members can truly relax and unwind.