FAQS

COVID-19

How do I get into the gym?

We have new social distancing circles outside the gym. If it’s peak time and there is a queue, simply join the queue. If there is no queue, follow the barrier into the gym. During the daytime, 1 pod will be used for check-in and 1 pod will be used to check-out. In the evening, both pods will be used for check-in and the disabled access door will be open for members to exit. Access remains totally contactless by using the QR code on the FitSense app.

Is there a one-way system around the gym?

To help with traffic flow around the gym, there are directional arrows in certain areas.

Do I need to book a slot to use the gym?

There is no need to book a gym slot, however we will have a maximum capacity at any one time. You only need to make a booking for classes and inductions.

What Is Your Capacity?

Our usual operating capacity is 170 members and we have reduced this by approximately 45%. Whilst we have a guideline of around 90 members at present, this is spread across our 6
different gym zones. Our staff will be monitoring this closely, for example if all members are in 1 zone, then we will cap capacity much sooner than the government guidance states we need to.

What happens when capacity is reached?

If capacity is reached, we will operate a 1 in, 1 out system. We only estimate this to happen on
occasion and between the hours of 5:30 and 7pm.

What is the capacity checker?

It is a new feature on our member app, FitSense, which shows how many members have entered the club in the last 60 minutes. Please bear in mind it does not show how many members are currently in the club. For example, if 100 members have checked in and 50 members have checked out and left the gym, it will still show 100 members. It is to be used as a guideline only and allows each member to make an informed decision as to whether they’d like to use the club at that time. This is a feature for members, however our staff will be moderating capacity to ensure it does not exceed the government guidelines.

Can I bring a sweat towel?

Yes, you can bring a sweat towel to use at the gym but please don’t use it to wipe down
equipment. Your sweat towel should only be used to wipe your sweat or as a protective barrier on equipment. You must ensure that you wipe down equipment before and after use with the cloths and sprays provided.

How can I clean the equipment?

We have new microfibre cloth stations dotted around the gym. The top section is where you
take a new cloth and the bottom section is a cloth bin where you can dispose of them after use. Every piece of equipment used must be cleaned before and after use.

Do I need to sanitise my hands?

Yes. All members must sanitise their hands upon entry and whenever entering a new gym zone. Each doorway has a sanitiser unit next to it for you to use.

Do you have sanitising spray around the gym?

We have a spray station at the front of the gym next to the juice bar. All members must take a
bottle as they arrive at the gym and take it round with them during their session. This prevents the sharing of bottles. When collecting bottles, they will have been previously sanitised by our
staff. When returning bottles, please leave them at the bottle return next to the spray station for our staff to sanitise them ready for the next person to use.

Is all the equipment still available to use?

Yes – we have spaced all the equipment out and everything on the gym floor can be used.

Is there a time limit?

Whilst there isn’t a set time limit, we ask all members to try and keep their session to 75 minutes or below. Be courteous to other members and aim to stay on each piece of equipment for no longer than 20 minutes. Please do not superset between multiple machines. We will review these policies as the government relaxes guidelines.

Are you still open 24/7?

Yes, we will still be open 24 hours a day, 7 days a week and as usual the club will be monitored
by our overnight security team. Members who use the gym overnight must follow the gym rules, including social distancing and good hygiene practice. We will be checking this thoroughly every day and any members not adhering to this will be contacted by management. Please see the member rules for all measures. If you don’t already have a FOB, you will need to purchase one for £5 from the juice bar to access the club between 10pm and 6am.

Do I need to wear a mask?

In line with government guidelines, masks are not mandatory at present.

Can I wear a mask?

Of course. All members are more than welcome to wear a mask to the gym if they wish to do so. Please bear in mind that it is recommended to drink water during exercise. Each time you touch your mask or move it to drink water, you will need to wash and sanitise your hands.

Will your staff be wearing PPE?

It is not compulsory for our staff to wear PPE, however some may wear it if they choose to do
so. The government guidelines state that: workplaces should not encourage the precautionary use of extra PPE to protect against COVID-19 outside clinical settings. Where staff choose to wear PPE, we will advise them on how to use it correctly.

Will the air conditioning be on?

Yes; we will be following the government guidelines for air conditioning. These include:

– Increasing the existing ventilation rate by fully opening dampers and running fans on full
speed
– Increasing the frequency of filter changes
Our air conditioning units use fresh air from outside, through multiple large fans in a secure,
gated location which is not accessible to the general public. The purpose-built ducting allows fresh air to circulate throughout the building, 24 hours a day, 7 days a week. The filters are
cleaned frequently and units serviced regularly. In addition to the air conditioning, we will also
have our windows open throughout the building to allow for additional fresh air to circulate.

What will you be doing to keep the gym clean?

We have a professional cleaning team that deep clean the gym every day. They will also use an anti-viral fogging machine to cover the whole gym daily. Our staff will regularly clean touch-
points such as equipment, handles, bannisters etc. It is also a requirement for members to clean equipment before and after use with the cloths and sprays provided.

What happens if I don’t follow the rules?

We have created a safe space for members to train and in order to maintain this, we need you
to comply with our club rules. Any members not following the club rules will be asked to leave their session and may have their membership terminated if they do not comply.

Can I attend classes?

Yes, classes must be booked in advance (up to 6 days prior). We recommend arriving at the
club 15 minutes before the class starts to allow for any queueing time. We also ask that you
warm up away from the class studio, then head up to the class a couple of minutes before it
starts. Please also leave the class promptly once it’s finished to allow for maximum changeover time.

How many people can book onto a class?

We have temporarily reduced class numbers to 9 in the studio and 11 in the spin studio. If a
class is full, there will be a waiting list on the FitSense app. If you cannot attend a class please cancel your booking to give your space to another member. Please note, you cannot cancel within the 3 hours before a class on the FitSense app. In the case of an emergency where you cannot attend, please give us a call on 0117 214 1580. Anyone that does not attend a class and does not cancel will have their booking rights restricted and will be automatically charged £5 for the class without notice.

Will the changing rooms be open?

Yes, the changing rooms, lockers and showers can be used as normal. However, we do ask
members to shower, get changed and do their hair/make-up at home where possible to reduce traffic in these areas. If you can, please leave belongings at home. We also ask that you are courteous to other members’ personal space. We have temporarily removed the hairdryers,
however you can bring your own if necessary.

Is the juice bar open?

Yes, the juice bar is fully operational for takeaway only, where you can purchase delicious coffees, smoothies and protein shakes.

MEMBERSHIPS

Discounts for NHS, Police, Fire or other services?

We offer a reduced rate for employees of essential services which is £17.99 on a monthly membership. Please pop into the club with some ID in order to sign-up to this package as it is not available online.

How Much Is the Membership?

The monthly membership is £19.99 with a joining fee. We also offer quarterly and annually pre-paid memberships, as well as a student package. *Click Here * to see all our membership options

Is there a contract?
There is no contract on our monthly membership package – but we do have a 30-day notice period for membership cancellations
Do you have to be a certain age to join?

You need to be a minimum of 16 years to become a member. There is no maximum age limit.

If I have a disability can I join?

Disabled members are welcome. We ask that you state this on your membership form and to inform staff upon your first visit if you require any assistance. All members with disabilities will require a compulsory induction before using the club.

Is the gym beginner friendly?

Yes, the gym is beginner friendly, and we have staff and Personal Trainers available to help. You can also book a free 30 minute induction, where you’ll be shown around the different areas of the gym and how to use the equipment.

How do I join?

Click here to sign up – the process takes about 2 to 3 minutes.

Will I be shown how to use the equipment?

Once you’ve signed up, you can book a 30-minute induction via our member app FitSense which is free of charge

Can I freeze memberships?

Yes, you can freeze your membership for up to 3 months (£5 charge per month applies – unless you are on any promotional offer where the freeze fee is waived such as annual membership offers)

How do I cancel my membership?

We operate a 30-day cancellation notice period. To cancel your membership, you can send us an email to hello@luxe-fitness.com or using the ‘Feedback’ button on the FitSense app and we will confirm your cancellation within 1 working day.

As we have a 30-day notice period, any membership fees due during the notice period are still valid. However, we provide extended access to the Club for 30 days from any last membership fee payment made during the notice period.

You should not simply cancel your DD, as our access system will automatically block you from entering the Club, and as we will not be able to collect any final membership payments (if due) you will end up in our arrears process.

Accessibility 

What are the opening hours?

The club is open 24 hours a day, 7 days a week.

The club will be closed a couple of days per year for essential maintenance to ensure we maintain the standard of the club.

The club will also be closed for a couple of days over the Christmas and New Year holidays.

We will notify all members of any closures via email and club notices.

How do I access the club?

The club can be entered and exited by using the unique QR code on the FitSense app. All you need to do is scan the code to open the pod doors. You can do this by:

  • pressing the ‘Check-In’ icon on the FitSense app Home Page (middle of the top row)
  • Present the code to the scanner located on either side of the pod doors
Can I use the gym at night?

Yes, you’ll need purchase a FOB from the reception desk to open the external doors between the hours of 10pm and 6am (£5). You do not need a fob to exit via the external doors

What are the staffed hours?

We are staffed between 6am and 10pm Monday-Friday and 10am-6pm at the weekend. During bank holidays or other national holidays our staffing hours can vary.

Why am I blocked from Entering the gym?
What are peak times?

Peak times are 5pm-8pm in the evening.

Facilities

Do you have changing rooms with showers?

Yes, we have changing rooms with showers, toilet facilities, lockers & hairdryers etc.

If I only need to store valuables - do you have separate lockers?

Yes, we have small lockers which are in the main part of the gym by the entrance to the stairwell. These lockers also have built in chargers for mobile phones.

What equipment do you have?

Our cardio machines include treadmills, rowing machines, cross-trainers, steppers, bikes and ski-Ergs.

We also have a range of fixed resistance machines as well as free weights, including Olympic squat racks and lifting platforms,  smith machine, hip thruster, bench press, trap bars, a safety bar, Olympic barbells and plates, dumbbells and kettlebells. The functional space also has monkey bars, slam balls, a punch bag and more.

Do you have water filling facilities?

We have water fountains on the top and bottom floor, or you can ask staff at the juice bar to fill it up for you.

What can i get at the juice bar?

You can get coffees, protein shakes and smoothies at our The Smoothie & Coffee Bar. We also have a range of drinks we have developed ourselves that are a combinations of the above – and quite delicious. Oh – and we have some addictive frozen yogurts as well!

Is there food or drinks for sale?

We have a Smoothie Bar serving a wide range of drinks, and we also have vending machine selling bottled drinks, protein bars and pre and post workout products. We also stock in the vending machines towels and padlocks and sports bottles.

Do we have scales?

Yes we have scales in our consultation room and members are welcome to use it.

Fitsense App

How do I login to the APP?

After signing up, you’ll receive a welcome email with a unique password on it. Simply download the FitSense app from the app store and enter your email address and password.

How do I refer a friend?

You can refer a friend by opening the FitSense app, clicking on the ‘Refer a Friend’ icon, and entering your friends details. We will then contact them within one working day to let them know they have been referred and share with them the special sign-up code which gives them a discount when they join. 

What are the benefits to referring a friend?

If a friend you have referred joins, then:

  • Your monthly membership fee will reduce by £1 each month for as long as they are a member. If you have referred 2 friends to join, then this will be £2 etc. There is no limit to the number of friends you can refer
  • Your referred friends will get a 50% discount on their joining fee when they sign up

Classes and Personal Training

How do i book classes?
Classes can be booked via the FitSense app, where you can view a live timetable.
What classes do you offer?

Our full class timetable is viewable ‘here’

Are all classes included in the price?

The majority of classes are included in the membership.

Some of our classes which are delivered by external instructors have a small additional charge like Yoga (£4 per class), Zumba (£3 per class) and a few others which may change.

What to do if I cannot attend a class?

We ask all members to cancel classes they cannot attend via the FitSense app. This can be done by clicking ‘manage bookings’. Please note that you cannot cancel within the 3 hour period before the class.

If for any reason you need to cancel within the 3 hours prior to the class, you can give us a quick call on 0117 214 1580 or email us on hello@luxe-fitness.com. Alternatively you can use the ‘Feedback’ button on the Fitsense app.

Are there personal trainers at the gym?

We have a great team of personal trainers –*click here* to view their profiles. You can contact them directly to book a session or for any enquiries.

How much is personal training?

The cost of personal training varies depending on which trainer you choose to go with, but usually ranges from £30 to £50 a session. Some trainers also offer group sessions or monthly packages at a
discounted rate.