Frequently Asked Questions

THE VENUE

What are the centre opening times?

We will be open from 8:00am – 20:00pm on weekdays and 8:00am to 16:00pm on weekends. The Turkish Baths opening times will vary around these times.

Can I pay cash at the centre?

We’re excited to share that the City Baths will be a cashless centre, only major credit and debit cards will be accepted. We will also offer top up cards. To find out more about the site being cashless, please click here.

Joining on a Membership

I have received a VIP invitation with a voucher code, how do I redeem it?

All details on our early bird founder member offers can be found here. If you would still like more information, please contact the team on ncb-sales@fusion-lifestyle.com

Are memberships on a monthly rolling contract?

Yes, unless you take out a discounted annual membership option, your contract will be on a monthly direct debit, no 6 or 12 month commitments. To cancel we require only a calendar months’ notice, although we’re confident you won’t want to leave.

Can I pause or suspend my membership?

We appreciate that sometimes you may find a reason to freeze your membership so we have made this option available. As long as we receive a full calendar month notice, memberships can be frozen by submitting a form online. See T&Cs for more information.

Do I need to pay any upfront costs? Is there a joining fee?

There is a joining fee of £20 to be paid on sign up.

Does my membership allow me access to any other club?

The City Baths joins the Fusion Lifestyle centres as a Tier 1 premium club. This means that our corporate, anytime and premium memberships will have access to these clubs also. You can search for our centres here.

I am trying to join online, I am being asked to create an account, what do I need this for?

You will use these account details to access your account via the website and the app to make any bookings or additional purchases. As members, you get 8 days in advance to book your classes so keep the log in details safe. If you have forgotten your password already, you can request a reset link here.

My membership does not include unlimited Turkish Baths, do you have any other health suite options?

There is a sauna on poolside which is available for complementary use with all of our membership options.

I have joined as a Founder Member, when will I receive my fabulous £125 welcome gift voucher booklet?

This should already be with you in your inbox. You can print and simply bring in to redeem once your first direct debit has left your account. These are valid until July 2020 so you have lots of time to get them booked in.

Memberships

What does one (1) activity per day mean?

From the 28th September 2020 we will enter the next phase of our re-opening plan and allow eligible members the chance to book a daily activity up to 7 days in advance. This can include a Group Exercise class, gym or swim, maximum of 7 activities per week. Whilst we have reduced capacity, we need to ensure every member gets a fair use opportunity and that everyone is safe within the centre.  We will constantly monitor this and update you as soon as we are ready for the next phase.

Does the ‘1 activity per day’ policy affect ‘Anytime’, ‘Daytime’ or ‘Gym and Swim’ memberships?

Anytime, Daytime and Gym and Swim memberships also have one (1) activity per day. For full restrictions and access for each of these memberships please refer to the T&C’s – https://www.fusion-lifestyle.com/post-covid-terms-and-conditions/

Will I be charged if I don’t attend a booked activity?

To implement our fair use policy, you will be charged a no-show fee if you do not turn up to a booked session or cancel within the 24hour notice period (unless the booking is taken by another member).

What will happen to the date of my annual membership renewal?

We will extend the renewal date of your membership and any associate memberships by the number of full calendar months the centre has been closed for.

I have a question about my membership - who do I contact?

Please contact your centre team, the best way to reach them is by email via the website.  To cancel of freeze your membership please go to the centre website, contact us page.

I want to stay on freeze, what are my options?

We have been listening to our member feedback and understand that some of our members may not be ready to come back straight away. Any members wishing to continue with a membership freeze just need to let us know and we will arrange for your direct debit to be £10 freeze fee until the 1st October, after which your normal direct debit will resume.

Are you still going to offer your online and app-based exercise content?

Yes, Fusion @ Home will still be available for our members and we are currently looking at other options.

Are you still going to offer your online and app-based exercise content?

Yes, Fusion @ Home will still be available for our members and we are currently looking at other options.

I don’t have the Fusion Lifestyle app how do I go about getting it?

All visits to the centre must be booked online in advance. Downloading the app is easy, just go to your device’s App Store or Play Store, search for Fusion Lifestyle and click download. You will find a simple step by step guide to follow, which will help you with the initial registration and then how to navigate the app. For help using the app, please visit our app FAQ page.

My employer is paying my membership through GymFlex, what should I do?

We will extend your membership with us, through GymFlex, for the full calendar months the centre have been closed, but if you have any questions about payments, or membership queries, then you would need to talk to your employer or GymFlex directly as they manage your membership.

I have contacted the centre and am still waiting for a reply?

We continue to have a limited number of team members who have returned to work and are responding to members who have contacted us in order, as quickly as possible. We appreciate this is taking slightly longer than usual but ask you to please bear with us, we will reply as soon as we can.

What gym equipment will you have?

Our gym equipment will be from the leading premium gym equipment provider Life Fitness. Kit will include skill mills, skiErgs, water rowers, stair masters, power plates and many more! Weights will be provided by Hammer Strength. Hammer Strength is known to be the number 1 brand of plate-loaded equipment in the world and is designed to move with the body’s natural path of motion. Free weights will range up to 50kg.

How old do you have to be to use the gym?

16 and over are welcome to use the gym without supervision

The Gym

How long is the Gym session?

When you book, you will select an available time slot to attend your gym session. You have from the start time of that session up to 9 minutes post start time to enter the centre. If later than 9 minutes post the start time, you will not be allowed to enter.

Once you have entered the centre, you then have 60 minutes to use the gym. So, for example if your gym session starts at 10:00 you can enter the gym from between 10:00 and 10:09 and your session will end at 11:00.  

Please exit the gym at the end of your allocated time as there will be others waiting to enter at their allocated slot. This is to ensure we are always at or below our gym floor capacity at any one time to ensure we are adhering to government guidelines.

What should I bring with me?

The water fountains are out of use so bring a large bottle of water with you

Please bring your own sweat towel or use the blue roll provide and please place blue roll in the bins provided once used. Do not leave around the gym floor.

What do I do when I arrive for my gym session?

When you arrive, please wait away from the building until the start of your session. This will help us to avoid queues and allow us to check-in gym users as quickly as possible. At the start of you of your 9-minute entry window as outlined in question 1, please enter the queue and the team will direct you from there.

Once at the reception desk, please use the hand sanitiser provided before accessing the facility.

Please keep use of any machine to a maximum 10 minutes, and please always keep to social distancing guidelines.

I am a member; how do I access the sessions?

All Gym users, whether members or non-members, will need to use the turnstiles and their Fusion card to access the gym. If you don’t have a card or have lost your card the team will be able to provide you with one when you come for your Gym Session. Your Gym session should be booked in advance on the Fusion booking app. If you haven’t booked a designated timeslot you will not be permitted entry. If you are more than 9 minutes after the start of your gym booking you will not be permitted entry

Can I use the changing rooms, lockers and toilets?

Some showers, changing rooms and lockers will be available, however to help us manage the safety of our staff and other pool users, please help us to keep these clean and reduce the amount of time you need to use these for wherever possible, i.e. arriving with your costume on under your clothes and showering at home after your swim.

What is the cleaning process in the gym?

We ask that all members adhere to social distancing guidelines and our capacities and gym layouts are designed to ensure these can be followed. We also ask that you wipe kit down before and after use. There will also be a hand sanitising station so please ensure you use this before and after your gym session.

We will have a member of staff on duty on the gym floor cleaning and sanitising kit during our opening hours also. And we will also have kit cleaned in between session start and end times.

Can I train with a friend/buddy?

There are no “buddy” sessions to take place – we cannot prove that you live in the same house, so we ask you train alone

What gym equipment will you have?

Our gym equipment will be from the leading premium gym equipment provider Life Fitness. Kit will include skill mills, skiErgs, water rowers, stair masters, power plates and many more! Weights will be provided by Hammer Strength. Hammer Strength is known to be the number 1 brand of plate-loaded equipment in the world and is designed to move with the body’s natural path of motion. Free weights will range up to 50kg.

How old do you have to be to use the gym?

16 and over are welcome to use the gym without supervision

Group Exercise Programme

Why is there a reduced class timetable?

We have designed the timetable to be safe for our staff and customers.  With limited capacities we have designed tables that we believe will suit everyone.

Why are the classes only 30 or 45 mins long?

We have designed our timetable to ensure we have enough time between each class to carry out our thorough cleaning procedures. It also means we can run more classes throughout the day, giving everyone a chance to enjoy a class.

How are we keeping our members safe?

We’ll be carefully managing the capacity of our classes and are asking members to pre-book their space for every class via our mobile app.

We’re setting up our studios to ensure that all equipment is spaced at least 2 metres apart, with social distancing markings in place to help members keep apart.

Where we can, we’re will also be using larger parts of our centres, such as sports halls, tennis courts and outdoor areas to give customers more space during classes.

We will be cleaning all equipment and accessories after each session to ensure everyone is safe.  You can also bring your own cleaning wipes if you wish.

Swimming Pool

How long is the swimming session?

When you book, you will select a 10 minute entry window. Once you have entered the pool, you then have a 50 minute swim. Please exit the pool at the end of your allocated time as there will be other swimmers waiting to start their swim.

What do I do when I arrive?

When you arrive, please wait away from the building until the start of your allocated entry window. This will help us to avoid queues and allow us to check-in swimmers as quickly as possible. At the start of your 10-minute entry window, please enter the queue and the team will direct you from there. Once at the reception desk, please use the hand sanitiser provided before accessing the facility.

I am a member; how do I access the sessions?

All swimmers, whether members or non-members, will need to use the turnstiles and their Fusion card to access the pool. If you don’t have a card or have lost your card the team will be able to provide you with one when you come for your swim session.

Can I use the changing rooms, lockers and toilets?

Some showers, changing rooms and lockers will be available, however to help us manage the safety of our staff and other pool users, please help us to keep these clean and reduce the amount of time you need to use these for wherever possible, i.e. arriving with your costume on under your clothes and showering at home after your swim.

Can children attend the sessions?

Adult Lane Swimming sessions are available to those aged 16+. Under 16’s will not be allowed access to the pool in these times, regardless of swimming ability

Where family sessions are available our swimming pool admission policy applies. All children under 4 years must be supervised by an adult (aged 16+) on a 1 to 1 basis. Children aged 4-7 years must be supervised by one adult to a maximum of 2 children. If this minimum supervision is not provided, we will not be able to allow entry to the session

Programmes vary by site as we manage a phased reopening, please check your centre’s available bookings for sessions and availability.

How do I swim safely once I’m in the pool?

During adult lane swimming sessions, the pool has been split into wide lanes and the number of swimmers at any one time has been reduced, giving you plenty of space while swimming. Please select your lane based on your ability, these will be marked by signs at the end of each lane. Please follow the directional signage while swimming around the lane and if you need to take a break, move to the corner of the lane to allow others to pass.

Please avoid overtaking while swimming. Consider changing lanes during the session if this is not an appropriate lane for your swimming speed

The capacity of our family swimming sessions has been vastly reduced to provide plenty of space for families to swim safely. There are no designated areas for each family so while there will be adequate space for all, please remember to keep a safe social distance from other pool users outside of your family or household.

Corporate Memberships

Do you do any corporate memberships?

Yes we do. Our corporate rates offer great discounts along with additional benefits for your business, so if you are looking at setting this up for your employees, or would like to know if your workplace has already registered with us, do email the team on ncb-sales@fusion-lifestyle.com for further information.

What do corporate memberships include?

Corporate memberships include fantastic discounts for all staff, employee health and fitness checks, health and fitness workshops, corporate leagues and competitions, open days for family and friends plus access to all our other sports and leisure facilities across the UK.

Cashless Payments

Why is the City Baths cashless?

Lots of purchases made all over the UK in leisure centres are increasingly only being paid by cashless transactions and this trend continues to accelerate. Whilst we are keen to respect the history of the baths, and this is reflected in the restoration work we have completed, we are keen to keep up with customer service trends that reflect consumer preferences, minimise customer queues and allow for sustainable growth.

What methods can I pay with?

The site will have kiosks and tablets on which payments can be made via card or mobile. Top up cards will also be available. Advance payments can also be made through our website, our app or via the phone.