Customer information and FAQs

ADULT– Valid for anyone aged 18+ years.

FAMILY– Two over 18s and two under 11s. Bookings to be made by the adult for children registered on the membership only.

CONCESSION AND CORPORATE– Over 65s, registered disabled, job seeker/incapacity/low income/employment support. Must show form of ID/evidence to receive this membership.

STUDENT – Valid student ID. 9am to 6pm only.

KICKSTARTER – Valid for people 11 to 17 years. Must show proof of age i.e. birth certificate or passport. Access available at all times.

SWIM ONLY -Valid for people 18+ years. Access available at all times (depending on swim timetables).

All members must sign a valid terms and conditions membership form.

Centre opening hours

Monday – Friday 6.00-22.00

Saturday and Sunday 8.00-18.00

Customer enquiries:

If you have an enquiry please consult the FAQs. If you still have a question please email customer.contact@cheltenhamtrust.org.uk

Booking update

Unfortunately there has been an increase in the number of people not turning up for pre-booked sessions, causing wasted spaces on some of our most popular and in demand classes and activities.

Late cancellation fees have now come into effect. A number of changes are also being made to how you book your sessions.

  • No-shows and cancellations made with less than two hours’ notice will be charged £4 per booking.
  • Gym sessions will no longer need to be booked and you are able to turn up at your preferred time.
  • All other activities, including swimming, classes and splash and swim will still need to be booked in advance. Booking opens at 6am 14 days in advance for members and 10 days in advance for non-members.

Swimming lessons update

Swimming lessons for children are up and running. Parents are reminded that spectating poolside is not permitted. This enables us to maintain hygiene standards in the pool area and our lifeguards to move safely around the pool without any trip hazards.

We will invite parents in once a quarter to observe their child’s progress during our spectating weeks. If your child is enrolled in a class, we will send you details and dates of the spectating weeks.

How do I book the health and relaxation centre?

We’ve made some changes for the wellness suite and removed the need to pre-book. Members will no longer need to pre-book online or check in to use the facilities, non-members are asked to pay for their session at customer contact on arrival.

The wellness suite is open Monday to Friday 9am to 9pm, and 9am to 5pm Saturday and Sunday.

How often do you clean the gym changing rooms?

We deep clean the gym changing rooms weekly. The men’s changing rooms will be unavailable every Tuesday from 6am to 8am and the women’s changing rooms every Wednesday 6am to 8am. During these times, the pool changing rooms will be available to use.

Can I pay for sessions and classes using cash?

Please note, we do not accept cash and only take card payments, including in the Fitstop café.

 

Are the lockers available?

Lockers are available for all activities. Please bring your own padlock, or purchase one from the help desk, although please be advised stock is currently limited so you are advised to bring your own with you. Padlocks cost £5 each.

How often do you clean the showers?

The showers are cleaned twice a day.

How often do you clean equipment?

Equipment is cleaned fully each morning and throughout the day. It is advisable that all members bring their own mat for yoga and Pilates as these will not be provided.

Is the leisure centre back to full capacity?

Yes.

Can I refill my water bottle at the leisure centre?

Yes, you are able to fill up your water bottle from the fountains. However, we ask customers not to drink directly from the fountains. To keep everyone safe, please sanitise your hands before using the water fountain.

Prince of Wales stadium

I’ve booked a session at Prince of Wales stadium to use the track. What do I do and where do I go?

On arrival, go to Leisure at Cheltenham and check in at the kiosk in the reception area. Follow the directional signs and enter the stadium via the metal gate on the right hand side of the building which will be open while sessions are running. Walk down the ramp on to the track.

Are toilets available at the Prince of Wales stadium?

Toilets are not available at the stadium, however there are toilets in Leisure at Cheltenham open to customers.

Memberships and booking

How do I book?

Please visit https://bookings.leisureatcheltenham.com/LhWeb/en/public/timetable

Do I need to download the Leisure at app? Do I have to pay?

We recommend that members download our Leisure at Cheltenham App which is free to use. We currently support any devices that run Android 4.4 and higher, or iOS 9 or higher. The app is a useful tool which will allow you to book your session and receive the latest information. Please use the app or go online to book your sessions where possible.

My membership has lapsed. Can I re-join?

Yes, we would be delighted to welcome you back as a member of Leisure at Cheltenham. Please email customer.contact@cheltenhamtrust.org.uk and we will be happy to help you.

Swimming and Splash

What age children can use the splash pad?

The splash pad is recommended for children under the age of 8. Tickets for the splash pad also include access to the adjoining teaching pool, unless stated otherwise. The teaching pool is suitable for children under the age of eight.

Can I watch my child’s swimming lessons?

We ask parents not to observe swimming classes by the pool. This enables us to maintain hygiene standards in the pool area and our lifeguards to move safely around the pool without any trip hazards. We’ve also found that the children quickly become used to the independence and make great progress.

We will invite parents in once a quarter to observe their child’s progress during our spectating weeks. If your child is enrolled in a class, we will send you details and dates of the spectating weeks.

What can I do while my child is in a class?

You can use our facilities while your child is in their class either as a member or pay as you go customer. The Fitstop café is open where you can enjoy a range of hot and cold drinks, snacks and meals before, after or during the class.

I have a pushchair; where can I leave this while I’m taking my child swimming?

Pushchairs can be stored in the link corridor; please ask a member of staff when you arrive and they will direct you.

Squash and badminton

Are squash and badminton sessions available?

Squash and badminton sessions are available to book.

Will you provide customers with racquets?

We recommend that you bring your own racquets, but these are available to hire from the customer contact front desk for £3 with a £10 deposit.

Members are able to book a session online for our soft play zone. Children can have 45 minutes of endless fun on the play frames and slides.

Play sessions run from 8am-6pm and costs £4 per child and the adult goes free. The soft play area will be cleaned throughout the day, so check online to see the time slots available.

To book, please visit – https://bookings.leisureatcheltenham.com/…/Public/Bookings

FAQS

  1. What are your opening hours?

We are open, Monday to Sunday, 8-6pm.

  1. Is there anywhere we can get food and drink afterwards?

Yes, we have our Fitstop Café upstairs. Here you can find our fresh food options. There is also a wide variety of drinks and snacks for both the children and adults, the perfect spot to refuel after a fun session at the soft play. You are also able to order your food downstairs to the softplay area via QR code, which you can scan from a poster next to the softplay area.

  1. Can we re-fill a water bottle?

No, however there is water available to purchase.

  1. How often is the soft play cleaned?

The facilities will be cleaned throughout the day.

  1. Can we hire out the soft play for a party?

You can hire the entire soft play for an hour for £100, for up to 20 children. For more information regarding hire and our party offering, which can also include food in the party room.

Please contact: customer.contact@cheltenhamtrust.org.uk

  1. What happens if I need to cancel?

You can cancel on the app, as long as it is at least 2 hours in advance. If you cancel you’re booking less than 2 hours before the booking, then unfortunately we cannot process a refund.

  1. Do you have disabled facilities?

The soft play is accessible to everyone.

  1. Am I allowed to take photos or videos?

No, you are not permitted to take any photos or videos during the session.

  1. What should my child wear to use the play equipment?

It is essential that they wear socks on the soft play. We advise that they wear long tops and bottoms to prevent friction.

  1. Do you cater for allergies?

When you go upstairs to the Fitstop Café, our colleagues will be happy to answer any questions regarding dietary requirements.

  1. Do you have a baby changing area?

Yes, you can access baby changing facilities.

  1. Can adults use the play facilities?

Yes, you can help your child if they require.

  1. What is the maximum age for my child?

There is not a specific maximum age, however we would recommend that the soft play is most suitable for children aged 8 and under.

  1. Will I be able to supervise?

You are welcome to stay and supervise and spectate at all times.

  1. Where do we leave our shoes?

There will be a shoe rack available.

  1. Will there be staff supervising?

No, you are responsible for your child.

  1. What is the maximum number of children allowed in the play area?

The maximum amount of children per session is 20.

  1. Is there parking facilities available?

Yes, we have a free car available for all customers.

We’ve made some changes for the wellness suite and removed the need to pre-book. Members will no longer need to pre-book online or check in to use the facilities, non-members are asked to pay for their session at customer contact on arrival.

The wellness suite is open Monday to Friday 9am to 9pm, and 9am to 5pm Saturday and Sunday.

The athletics track at Prince of Wales stadium is now re-open for running and you are able to book a session through – https://bookings.leisureatcheltenham.com/LhWeb/en/Public/Bookings

Sessions are one hour and are available weekdays 7am to 9am, midday to 2pm and 4pm to 6pm, and 8am to 10am on Saturday. Non-member prices are £4 for adults and £3 for a child.

On arrival go the Leisure at Cheltenham and check in on the kiosk in the reception area. Follow the directional signs and enter the stadium via the metal gate on the right hand side of the building, which will be open while sessions are running. Walk down the ramp on to the track.

Toilets are not available at the stadium, however there are toilets in Leisure at Cheltenham open to customers.

Sessions must be booked in advanced.
Members can book via the app, bookings page on our website.

– Sessions must be booked online and will last 45 minutes.
– Only members can book and sessions will cost £6. One player must be a member but non-members may play with them.
– Please bring your own racquets as racquet hire will not be available.

You can find more information via the FAQs section.

Pay as you customers are able to book to swim, use the gym, take an exercise class or use the running track at the Prince of Wales stadium.

Pay as you go users include concession card holders, those with swim memberships and swim book holders.

You will need to book sessions, please do not come to the centre unless you have a booking. You can book online or via our app if you have a leisure access membership. If you don’t and would like to sign up you can do so by completing the form below.

Pay as you go FAQs:

What facilities can I use?
Pay as you go customers can use the gym, swim, group exercise classes and Prince of Wales running track.

How do I book?
You can book and pay for sessions online via our website or app. Please note, you must be signed up as a Leisure Access member in order to use our online booking system.

I’m not sign up to the Leisure Access membership, how do I sign up?
You can complete the form below and our customer services team will contact you shortly to confirm your membership has been set up.

How much does it cost to use the facilities?
Prices vary depending on the facility you wish to use. When you book your session online, you will be able to see the prices for each facility.

Is there a limit on the number of times I can visit as a pay as you go customer?
No, you can book as many sessions as you wish depending on availability.

Sessions must be booked, please do not come to the centre unless you have a booking. You can book online at or via our app.

If you have not registered to book online, you will need your membership number to do so. If you are unsure of your membership number, please contact the customer services team who will be able to assist you – membership@cheltenhamtrust.org.uk.

Like before, there are supervised sessions times and specified exercise classes for Kickstarter (11-15 years) members. 

Exercise classes
Specified classed can be found on the timetable. Those marked with asterisk or highlighted are for Kickstarter (11-15) members.

Gym Session Times
Term Time:

Or anytime with parent or guardian supervision.

School Holidays:

Or anytime with parent or guardian supervision until 6pm (weekdays only).

Members with Kickstarter memberships can use the junior gym as normal, but if they attend with a parent/guardian they can only use the gym until 6pm. If a Kickstarter member can only visit the gym after 6pm with their parent or guardian, this needs to be approved by our gym manager, who will be in touch with the member. Please note, for inductions the parents/guardians need to be present, as they will have to sign a health and safety form in the gym.

The Cheltenham Trust is committed to delivering excellent customer contact and engagement to its customers and visitors. To ensure we continue to provide high quality service, we welcome feedback.

Should you wish to raise an issue with us you can do so by contacting customer.contact@cheltenhamtrust.org.uk

Please include the nature of your issue or complaint, any relevant dates and times, and your full contact details and we will respond, initially, within five working days. If the matter is more complicated we will respond within 14 working days.

All written complaints will be logged. The aim is to investigate your complaint properly and to reply to you within 14 working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be provided informing you of the action taken to date or being considered.

Customer information and FAQs

ADULT– Valid for anyone aged 18+ years.

FAMILY– Two over 18s and two under 11s. Bookings to be made by the adult for children registered on the membership only.

CONCESSION AND CORPORATE– Over 65s, registered disabled, job seeker/incapacity/low income/employment support. Must show form of ID/evidence to receive this membership.

STUDENT – Valid student ID. 9am to 6pm only.

KICKSTARTER – Valid for people 11 to 17 years. Must show proof of age i.e. birth certificate or passport. Access available at all times.

SWIM ONLY -Valid for people 18+ years. Access available at all times (depending on swim timetables).

All members must sign a valid terms and conditions membership form.

Centre opening hours

Monday – Friday 6.00-22.00

Saturday and Sunday 8.00-18.00

Customer enquiries:

If you have an enquiry please consult the FAQs. If you still have a question please email customer.contact@cheltenhamtrust.org.uk

Booking update

Unfortunately there has been an increase in the number of people not turning up for pre-booked sessions, causing wasted spaces on some of our most popular and in demand classes and activities.

Late cancellation fees have now come into effect. A number of changes are also being made to how you book your sessions.

  • No-shows and cancellations made with less than two hours’ notice will be charged £4 per booking.
  • Gym sessions will no longer need to be booked and you are able to turn up at your preferred time.
  • All other activities, including swimming, classes and splash and swim will still need to be booked in advance. Booking opens at 6am 14 days in advance for members and 10 days in advance for non-members.

Swimming lessons update

Swimming lessons for children are up and running. Parents are reminded that spectating poolside is not permitted. This enables us to maintain hygiene standards in the pool area and our lifeguards to move safely around the pool without any trip hazards.

We will invite parents in once a quarter to observe their child’s progress during our spectating weeks. If your child is enrolled in a class, we will send you details and dates of the spectating weeks.

How do I book the health and relaxation centre?

We’ve made some changes for the wellness suite and removed the need to pre-book. Members will no longer need to pre-book online or check in to use the facilities, non-members are asked to pay for their session at customer contact on arrival.

The wellness suite is open Monday to Friday 9am to 9pm, and 9am to 5pm Saturday and Sunday.

How often do you clean the gym changing rooms?

We deep clean the gym changing rooms weekly. The men’s changing rooms will be unavailable every Tuesday from 6am to 8am and the women’s changing rooms every Wednesday 6am to 8am. During these times, the pool changing rooms will be available to use.

Can I pay for sessions and classes using cash?

Please note, we do not accept cash and only take card payments, including in the Fitstop café.

 

Are the lockers available?

Lockers are available for all activities. Please bring your own padlock, or purchase one from the help desk, although please be advised stock is currently limited so you are advised to bring your own with you. Padlocks cost £5 each.

How often do you clean the showers?

The showers are cleaned twice a day.

How often do you clean equipment?

Equipment is cleaned fully each morning and throughout the day. It is advisable that all members bring their own mat for yoga and Pilates as these will not be provided.

Is the leisure centre back to full capacity?

Yes.

Can I refill my water bottle at the leisure centre?

Yes, you are able to fill up your water bottle from the fountains. However, we ask customers not to drink directly from the fountains. To keep everyone safe, please sanitise your hands before using the water fountain.

Prince of Wales stadium

I’ve booked a session at Prince of Wales stadium to use the track. What do I do and where do I go?

On arrival, go to Leisure at Cheltenham and check in at the kiosk in the reception area. Follow the directional signs and enter the stadium via the metal gate on the right hand side of the building which will be open while sessions are running. Walk down the ramp on to the track.

Are toilets available at the Prince of Wales stadium?

Toilets are not available at the stadium, however there are toilets in Leisure at Cheltenham open to customers.

Memberships and booking

How do I book?

Please visit https://bookings.leisureatcheltenham.com/LhWeb/en/public/timetable

Do I need to download the Leisure at app? Do I have to pay?

We recommend that members download our Leisure at Cheltenham App which is free to use. We currently support any devices that run Android 4.4 and higher, or iOS 9 or higher. The app is a useful tool which will allow you to book your session and receive the latest information. Please use the app or go online to book your sessions where possible.

My membership has lapsed. Can I re-join?

Yes, we would be delighted to welcome you back as a member of Leisure at Cheltenham. Please email customer.contact@cheltenhamtrust.org.uk and we will be happy to help you.

Swimming and Splash

What age children can use the splash pad?

The splash pad is recommended for children under the age of 8. Tickets for the splash pad also include access to the adjoining teaching pool, unless stated otherwise. The teaching pool is suitable for children under the age of eight.

Can I watch my child’s swimming lessons?

We ask parents not to observe swimming classes by the pool. This enables us to maintain hygiene standards in the pool area and our lifeguards to move safely around the pool without any trip hazards. We’ve also found that the children quickly become used to the independence and make great progress.

We will invite parents in once a quarter to observe their child’s progress during our spectating weeks. If your child is enrolled in a class, we will send you details and dates of the spectating weeks.

What can I do while my child is in a class?

You can use our facilities while your child is in their class either as a member or pay as you go customer. The Fitstop café is open where you can enjoy a range of hot and cold drinks, snacks and meals before, after or during the class.

I have a pushchair; where can I leave this while I’m taking my child swimming?

Pushchairs can be stored in the link corridor; please ask a member of staff when you arrive and they will direct you.

Squash and badminton

Are squash and badminton sessions available?

Squash and badminton sessions are available to book.

Will you provide customers with racquets?

We recommend that you bring your own racquets, but these are available to hire from the customer contact front desk for £3 with a £10 deposit.

Members are able to book a session online for our soft play zone. Children can have 45 minutes of endless fun on the play frames and slides.

Play sessions run from 8am-6pm and costs £4 per child and the adult goes free. The soft play area will be cleaned throughout the day, so check online to see the time slots available.

To book, please visit – https://bookings.leisureatcheltenham.com/…/Public/Bookings

FAQS

  1. What are your opening hours?

We are open, Monday to Sunday, 8-6pm.

  1. Is there anywhere we can get food and drink afterwards?

Yes, we have our Fitstop Café upstairs. Here you can find our fresh food options. There is also a wide variety of drinks and snacks for both the children and adults, the perfect spot to refuel after a fun session at the soft play. You are also able to order your food downstairs to the softplay area via QR code, which you can scan from a poster next to the softplay area.

  1. Can we re-fill a water bottle?

No, however there is water available to purchase.

  1. How often is the soft play cleaned?

The facilities will be cleaned throughout the day.

  1. Can we hire out the soft play for a party?

You can hire the entire soft play for an hour for £100, for up to 20 children. For more information regarding hire and our party offering, which can also include food in the party room.

Please contact: customer.contact@cheltenhamtrust.org.uk

  1. What happens if I need to cancel?

You can cancel on the app, as long as it is at least 2 hours in advance. If you cancel you’re booking less than 2 hours before the booking, then unfortunately we cannot process a refund.

  1. Do you have disabled facilities?

The soft play is accessible to everyone.

  1. Am I allowed to take photos or videos?

No, you are not permitted to take any photos or videos during the session.

  1. What should my child wear to use the play equipment?

It is essential that they wear socks on the soft play. We advise that they wear long tops and bottoms to prevent friction.

  1. Do you cater for allergies?

When you go upstairs to the Fitstop Café, our colleagues will be happy to answer any questions regarding dietary requirements.

  1. Do you have a baby changing area?

Yes, you can access baby changing facilities.

  1. Can adults use the play facilities?

Yes, you can help your child if they require.

  1. What is the maximum age for my child?

There is not a specific maximum age, however we would recommend that the soft play is most suitable for children aged 8 and under.

  1. Will I be able to supervise?

You are welcome to stay and supervise and spectate at all times.

  1. Where do we leave our shoes?

There will be a shoe rack available.

  1. Will there be staff supervising?

No, you are responsible for your child.

  1. What is the maximum number of children allowed in the play area?

The maximum amount of children per session is 20.

  1. Is there parking facilities available?

Yes, we have a free car available for all customers.

We’ve made some changes for the wellness suite and removed the need to pre-book. Members will no longer need to pre-book online or check in to use the facilities, non-members are asked to pay for their session at customer contact on arrival.

The wellness suite is open Monday to Friday 9am to 9pm, and 9am to 5pm Saturday and Sunday.

The athletics track at Prince of Wales stadium is now re-open for running and you are able to book a session through – https://bookings.leisureatcheltenham.com/LhWeb/en/Public/Bookings

Sessions are one hour and are available weekdays 7am to 9am, midday to 2pm and 4pm to 6pm, and 8am to 10am on Saturday. Non-member prices are £4 for adults and £3 for a child.

On arrival go the Leisure at Cheltenham and check in on the kiosk in the reception area. Follow the directional signs and enter the stadium via the metal gate on the right hand side of the building, which will be open while sessions are running. Walk down the ramp on to the track.

Toilets are not available at the stadium, however there are toilets in Leisure at Cheltenham open to customers.

Sessions must be booked in advanced.
Members can book via the app, bookings page on our website.

– Sessions must be booked online and will last 45 minutes.
– Only members can book and sessions will cost £6. One player must be a member but non-members may play with them.
– Please bring your own racquets as racquet hire will not be available.

You can find more information via the FAQs section.

Pay as you customers are able to book to swim, use the gym, take an exercise class or use the running track at the Prince of Wales stadium.

Pay as you go users include concession card holders, those with swim memberships and swim book holders.

You will need to book sessions, please do not come to the centre unless you have a booking. You can book online or via our app if you have a leisure access membership. If you don’t and would like to sign up you can do so by completing the form below.

Pay as you go FAQs:

What facilities can I use?
Pay as you go customers can use the gym, swim, group exercise classes and Prince of Wales running track.

How do I book?
You can book and pay for sessions online via our website or app. Please note, you must be signed up as a Leisure Access member in order to use our online booking system.

I’m not sign up to the Leisure Access membership, how do I sign up?
You can complete the form below and our customer services team will contact you shortly to confirm your membership has been set up.

How much does it cost to use the facilities?
Prices vary depending on the facility you wish to use. When you book your session online, you will be able to see the prices for each facility.

Is there a limit on the number of times I can visit as a pay as you go customer?
No, you can book as many sessions as you wish depending on availability.

Sessions must be booked, please do not come to the centre unless you have a booking. You can book online at or via our app.

If you have not registered to book online, you will need your membership number to do so. If you are unsure of your membership number, please contact the customer services team who will be able to assist you – membership@cheltenhamtrust.org.uk.

Like before, there are supervised sessions times and specified exercise classes for Kickstarter (11-15 years) members. 

Exercise classes
Specified classed can be found on the timetable. Those marked with asterisk or highlighted are for Kickstarter (11-15) members.

Gym Session Times
Term Time:

Or anytime with parent or guardian supervision.

School Holidays:

Or anytime with parent or guardian supervision until 6pm (weekdays only).

Members with Kickstarter memberships can use the junior gym as normal, but if they attend with a parent/guardian they can only use the gym until 6pm. If a Kickstarter member can only visit the gym after 6pm with their parent or guardian, this needs to be approved by our gym manager, who will be in touch with the member. Please note, for inductions the parents/guardians need to be present, as they will have to sign a health and safety form in the gym.

The Cheltenham Trust is committed to delivering excellent customer contact and engagement to its customers and visitors. To ensure we continue to provide high quality service, we welcome feedback.

Should you wish to raise an issue with us you can do so by contacting customer.contact@cheltenhamtrust.org.uk

Please include the nature of your issue or complaint, any relevant dates and times, and your full contact details and we will respond, initially, within five working days. If the matter is more complicated we will respond within 14 working days.

All written complaints will be logged. The aim is to investigate your complaint properly and to reply to you within 14 working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be provided informing you of the action taken to date or being considered.