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Club Reopening Updates + FAQ Image

Club Reopening Updates & FAQs

We’re working hard preparing for our clubs to reopen, and the health of our members and Team Members is our priority. In order to create a safe, clean and welcoming environment, we’re making improvements and changes to how we do things at the club. 

 

Have questions about a specific topic? Click the links below to jump to that section.

 

Club Experience Group Fitness

 

Personal Training Club Amenities

 

Safety Measures Billing

 

Membership Guest Passes

 

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Club Experience

Which Clubs are Open?

We will list the status of all clubs below and in the In-Shape App. The health and safety of our members and team members is the most important thing. We are following the guidelines set by local, state and federal officials to ensure the safety of all before we open any club. Once we have the approval to open the club, we will notify members via email, the app and in social media. If your club is not on the list, it is scheduled to open in Phase 4.

 

The following clubs are OPEN

  • American Canyon
  • Atwater
  • Bakersfield California Ave.
  • Bakersfield Coffee Road
  • Bakersfield Oswell
  • Bakersfield Riverlakes
  • Bakersfield Seven Oaks
  • Bakersfield White Lane
  • Capitola
  • Carmel
  • Cathedral City
  • Ceres
  • El Dorado
  • Fairfield Dover
  • Fairfield Rancho Solano
  • Hanford
  • Lancaster East
  • Lodi
  • Lompoc
  • Los Banos
  • Manteca
  • Manteca West
  • Merced G St.
  • Merced R St.
  • Merced Yosemite Ave.
  • Modesto Floyd
  • Modesto McHenry North
  • Modesto Prescott
  • Monterey
  • Napa
  • Pacific Grove
  • Palmdale East
  • Palmdale West
  • Porterville
  • Ridgecrest
  • Salinas Northeast
  • Salinas West
  • Santa Maria
  • Stockton Hammer Lane
  • Stockton March Lane
  • Stockton Quail Lakes
  • Stockton West Lane
  • Suisun City
  • Tracy 11th St.
  • Tracy Blvd.
  • Turlock Geer Road
  • Turlock Monte Vista
  • Vacaville Alamo
  • Vacaville Browns Valley
  • Vacaville Elmira
  • Vallejo Lincoln Road
  • Victorville North
  • Visalia Demaree
  • Visalia Mooney North
  • Woodland
  • Yuba City

 

The following clubs reopening dates are currently TBD  

  • Antioch
  • Brentwood
  • Concord
  • Stockton Downtown

 

The following clubs will not be reopening due to Covid-19  

  • Lathrop
  • Stockton Marina
  • Tracy Grant Line
  • Vallejo Sereno Dr.

*If your home club hasn’t opened yet, you may visit any club in your club level through July 31st.

 

 

Will I need a reservation to visit the club?

Yes. To help ensure physical distancing in the club, we will require all members to make a reservation on the In-Shape app up to 48 hours in advance.

 

Each member will have access to a club once per day for a maximum of 2 hours.

 

How do I Make a reservation?

Using the In-Shape app or Member Hub on your desktop (the same login works for both), follow these steps:

  1. Open the app and select Club Reservations in the top left navigation.
  2. Click the + button to make a new reservation.
  3. Select the club location and member(s) you’d like to make a reservation for and click Next.
  4. Select a date and arrival time for your reservation and click Next.
  5. Review and agree to the Member Safety & PD Acknowledgement and click Next.
  6. You will see a confirmation message and receive an email confirmation.

 

Click image to enlarge.

How to Make a Reservation

 

 

How do I Reserve a Court, Pool Lane or Group Fitness Class*?

After you have completed your club reservation, follow these steps:

  1. Select Club Reservations in the top left navigation, then select the Upcoming Reservation you'd like to reserve an activity.
  2. Once your Reservation Details are showing, select the ">" to the right of the Member's name and select Add Activity.
  3. You'll now see all the activities that are available during your Club Reservation. Select your activity, time and which lane or court you would like to reserve. To see a map of reservable lanes and courts for your club, visit the club page.
  4. Once you've selected all of the above, you'll see the new Activity added to your Reservation Details and you're all set.

*Some Group Fitness classes are temporarily unavailable. 

 

Click image to enlarge.

How to Reserve an Activity

 

 

I don't see the Club Reservations option in the app, what's going on?

If you don't see Club Reservations as an option in the top left navigation, make sure you are using the newest In-Shape app. The app icon should have a kettlebell on it:

App Icons

 

I don't have a smartphone, how do I make a club reservation?

You can make a club reservation in the Member Hub using these steps:

  • If you haven’t used the Member Hub or In-Shape app, you will need to set up a login. Click here and select Create a Login.
  • From any page of the website, select Member in the Select Your View tab under the In-Shape logo and click Member Login in the top right corner.
  • Follow the prompts to login, then select Club Reservations from the top menu.
  • Click the + sign and follow the prompts to make a reservation at your club.

 

What happens if I am late for my reservation?

If you are more than 30 minutes late for your check-in, you will need to make a new reservation.

 

What happens if I can’t make it to the club and I have a reservation?

If you have a reservation and can’t make it to the club, please cancel your reservation in the In-Shape app. You can then rebook another time slot for the same day or a different day.

 

What happens if I have a reservation and don’t show up?

Your reservation will automatically cancel at the end of the 30-minute reservation window. It will not show as a check-in. You can rebook for another time slot the same day or another day. As a courtesy to our members, we do ask that if you are unable to attend, please cancel your reservation so another member may use that slot.

 

My home club isn't open yet, can I visit other clubs?

Yes! All members have access to all clubs that are the same level as their home club through the end of July, regardless if they have a network membership or not. To see club levels, click here.

 

  Club Level   Network Access 
   Gold    All Gold Clubs
   Platinum    All Platinum & Gold Clubs
   Diamond    All Diamond, Platinum & Gold Clubs
   Double Diamond      All Clubs

 

 

 

 

 

 

How far in advance can I book a reservation?

Reservations can be made in the mobile app 48 hours in advance. Each member can book one daily reservation.

 

What are the hours of operation?

We will be opening our clubs with reduced hours to allow Team Members time to manage new cleaning protocols. Our temporary hours of operation will be:

 

  Days of Week   Hours of Operation  
   Monday-Friday      6am - 8pm
   Saturday*    6am - 4pm
   Sunday*    6am - 4pm

 

 

 

 

 

These reduced hours allow In-Shape Health Club team members to do thorough cleaning and disinfecting nightly in addition to the ongoing cleaning and sanitization happening throughout the day.

 *Note: the following clubs will have different weekend hours:

 

  Club   Saturday     Sunday  
   American Canyon    7am - 4pm      7am - 4pm  
   El Dorado    7am - 4pm    7am - 4pm
   Lathrop    8am - 4pm    8am - 4pm
   Merced Yosemite Ave      7am - 4pm    7am - 4pm
   Pacific Grove    8am - 4pm    8am - 4pm
   Stockton Downtown    Closed    9am - 4pm
   Stockton Marina    8am - 4pm    8am - 4pm
   Tracy Grant Line    8am - 4pm    8am - 4pm

 

 

 

 

 

 

 

 

 

 

 

How many members are allowed in the club at the same time?

We will limit the number of members in the club based on local guidelines. All members must book their visit to the club ahead of time.

 

Is Kid Zone open?

Kid Zone will remain closed until further notice due to the complexity of enforcing physical distancing with kids. Members who pay for Kid Zone will not be charged during this time.

 

Do I need to download the In-Shape App to visit the club?

Yes. You will need the In-Shape App to book a reservation to enter the club, to take a group fitness class, to check-in, to make a retail purchase, update your account and see all other communication.

 

What is the new Check-in Process?

  • Please do not visit the club if you are experiencing any Covid-19 symptoms or not feeling well. 
  • Arrive at the club on time for your scheduled reservation. There will be an In-Shape Team Member outside providing guidance for entering the building.
  • You’ll use your mobile phone and the In-Shape app to scan your barcode for entry.

 

Will In-Shape be taking cash for retail purchases?

  • No, we are eliminating the use of cash to have a more touchless experience.
  • Bottled water, yoga mats, and other retail items will be available to purchase using our new cashless system.
  • You can update your profile in the In-Shape app to add a credit card for billing. This makes it easy and fast to purchase any item with little to no contact.

 

Will towel service be available?

Towel service will not be available in the first phase of reopening. Please bring your own towel. If you forget one, we will have towels available for purchase. If you have added towels as a paid amenity on your Account, you will be credited for that amount.

 

Are there restrictions on how many times a day you can work out?

To ensure physical distancing standards of 6 feet between members and team members, and to enable all members are able to workout, we are restricting club access to one time per day for each member.

 

Can I bring my own hand weights to the club?

No, please do not bring your own hand weights to the club. We will continue to clean and disinfect all our equipment to ensure everyone's safety.

 

Can I bring a workout bag with me to the club?

Members may bring a small bag to hold personal items and what’s essential to their workout while in the club. Bags must be smaller than 11in x 17in and we suggest small cinch bags, duffle bags, back packs or fanny packs.

 

 

Group Fitness

 

For more information, view our Group Fitness FAQs

 

What group fitness classes are available in the club?

Group Fitness classes will not be open for the first few weeks the club is open.

  • Once approved to hold classes, all clubs with group fitness studios will be opening with a limited offering that will increase over time.
  • Capacity: All studios will have limited capacity to allow for 6 feet physical distancing.
  • Yoga: All members taking a yoga class are encouraged to bring their own yoga mat. There will be a few available to use if you forgot your mat, or you can purchase one in our retail store.

 

I need a reservation to attend a Group Fitness class?

Yes! Once classes are available, please book your class in advance of coming to the club. Make your club reservation first, then book your Group Fitness reservation in our app.

 

What is the difference between Freestyle and Studio Group Fitness classes?

Freestyle classes feature non-licensed programming and are available to all members.

 

Premium Group Fitness classes are licensed programs through LES MILLS®, ZUMBA® and WOD U-Jam and are available as part of our Blue Membership.

 

All In-Shape members who joined prior to our reopening date have access to all group fitness classes.

 

Will you continue to offer virtual fitness classes?

Yes, as part of our new 360 by In-Shape offering you can have access to Group Fitness 24/7. This new premium offering will begin in July. A selection of videos will be made available for free to members in the interim.

 

All members have access to strength and cardio programming on our website, on Facebook Live and on our YouTube Channel as a free offering during this time period.

 

Please go to inshape.com/inshape360 to see our offering of On-Demand and Livestream classes.

 

 

Personal Training

Will personal training be available?

Personal training will not be initially available due to physical distancing requirements.

 

What about my previous purchased personal training package?

All previously purchased personal training packages are on hold until further notice due to physical distancing requirements. We will extend the expiration date for unused sessions for 3 months.

 

 

Club Amenities

 

What amenities are available?

All areas of the club will be open with limited capacity and equipment availability to ensure 6 feet physical distancing.

  • Open with limited capacity: cardio theatre, weight room, selectorized equipment area, 360FIT area, Shapes, 29-Min Circuit
  • Group Fitness WITH RESERVATION: Classes restarting on July 1. See the class schedule for formats and times by club. More information available on our Group Fitness FAQ page.
  • Limited access/use WITH RESERVATION: Tennis, pickleball and pool (lap swimming only with household swim starting July 1: four members per household, per lane, age 13 and up). 
  • Not initially available: Kid Zone, massage chairs and hydro beds, sauna, steam room, spas, basketball courts, racquetball courts
  • Locker rooms: Lockers available with physical distancing on July 1. Members with reserved lockers will have access to their locker again. Showers and restrooms may be used.
  • Water Fountains: For the safety of our members, water fountains will be available to fill up a refillable water bottle only. All members should bring their own water. Bottled water will be available for purchase at the Welcome Desk.

 

Are Tennis, Pickleball and Racquetball available?

Tennis and pickleball will be open. Racquetball courts will not be open at this time due to the inability to restrict physical distancing. All members are required to use their own equipment. Court reservations are required and can be made on the In-Shape App.

 

Tennis will be available at the following clubs once they reopen:

  Club   Club Level  
   El Dorado    Diamond  
   Fairfield Dover    Platinum
   Fairfield Rancho Solano      Double Diamond  
   Merced Yosemite Ave    Gold
   Stockton West Lane    Gold
   Tracy Blvd      Platinum
   Vacaville Browns Valley    Diamond
   Vallejo Lincoln Rd    Platinum
   Visalia Demaree    Gold

 

 

 

 

 

 

 

 

 

 

 

Are Singles and Doubles Allowed?

Yes. Singles and Doubles play will be allowed when we re-open the tennis and pickleball courts.

 

How do I use the Pool?

  • Please reserve your pool lane in advance of coming to the club.
  • Make your club reservation first, then book your pool lane reservation in the In-Shape App.
  • Bring your own towel.
  • Please dry off in the pool area completely before walking through the club to avoid slip hazards.
  • Locker rooms and showers will be available starting July 1.
  • Members cannot change in pool cabanas.
  • Pool cover-ups and robes are allowed.
  • Swim accessories are allowed. Please bring your own mask, goggles, swim cap or kickboard for lap swimming.

 

 

 

Safety Measures

 

Do I need to wear a face mask while working out?

To keep our community safe and clubs open, masks are required at all times.

For more information, view our Face Mask/Covering FAQs

 

Do I need to wear gloves while working out?

Due to Government mandate, gloves must be worn at all times in the club by members and team members in Los Angeles County, effective July 1st. More details to come. The following clubs are located in LA County:

  • Lancaster East
  • Palmdale East
  • Palmdale West

 

What is In-Shape doing to keep the clubs clean?

In-Shape has established a very thorough cleaning protocol for Team Members to follow throughout the day to ensure equipment and all areas of the club are sanitized. These protocols have been developed taking into consideration CDC, EPA and public health official guidelines.

 

We will have In-Shape team members cleaning all open areas of the gym throughout every day and doing a deep clean every night after closing. All cleaning products and tools are EPA and CDC approved. 

 

What is the member community responsibility in cleaning?

We are requesting that all members disinfect equipment after use. We are also asking members to wash their hands frequently and/or use hand sanitizer. We are providing extra sanitizing wipes and hand sanitizer stations. 

 

What are your physical distancing guidelines while in the club?

We are asking all members to maintain a 6-foot distance between themselves and others in the club. In-Shape has implemented procedures to help ensure these distancing guidelines are respected including visual reminders, area closures, equipment closures and staff to monitor and enforce these rules. All group fitness studios will have markers on the floor.

 

Will you be taking temperatures of members and team members?

If required in your area, a Team Member will use a touchless thermometer to check your temperature upon check in. If a member’s temperature exceeds the CDC recommendation, they will be asked to leave until their temperature has reduced.

 

What are you doing to keep your Team Members Safe?

  • In-Shape is providing PPE equipment for all team members including masks, disposable gloves and safety glasses
  • Team members are trained on new hand washing, physical distancing protocols and club cleaning standards
  • The In-Shape clean approach was designed to keep the club clean with the safety of all members and team members as a top priority
  • If a team member is feeling sick or showing Covid-19 symptoms, they are required to stay home and not report to work

 

How do I know your Team Members are healthy?

  • Each team member is required to have their temperature checked before they begin work.
  • If a team member has a fever when they arrive, they are immediately sent home and can only return when they no longer have symptoms.

 

 

Membership

 

How do I join the club?

All memberships will be sold using our online portal. You must use your own device in the club or at home. The site is set up for mobile phones, tablets, and all computers. All memberships are month-to-month and do require a bank account or credit card for billing at the time of join.

 

Have the membership options changed?

We currently offer two membership options. Details can be found on our membership page.

 

Where is the club located?

In-Shape Health Clubs owns and operates 65 locations throughout California. Please visit the Find a Club page for the location nearest you.

 

What types of activities and equipment are available at In-Shape Health Clubs?

A. Each club has Cardio Theater containing a full assortment of cardio machines (treadmills, cross-trainers, bikes, step machines, etc.) along with a variety of entertainment options. Many clubs offer a combination of the following activities and amenities: tennis, racquetball, indoor and outdoor swimming, outdoor workout areas, unlimited group classes, weight lifting and state-of-the-art fitness machines. We have certified personal trainers available to assist you in reaching your goals. We also offer day camps and incredible kids areas in many of our clubs. Please visit the Club Amenities page for a complete list of amenities.

 

 

What types of rules and regulations will I need to follow?

A. Each member is provided with a copy of the In-Shape Health Clubs policies upon joining the club. Each member 13 years and over must check in at the front desk with their own member ID to enter the facility. Memberships are non-transferable. ISHC reserves the right to change rules and regulations at any time. All members will be obligated to comply with such rules, regulations or policies. Please visit the Rules and Regulations page for a complete list.

 

For the safety and protection of all of our members and team members/employees, In-Shape policy prohibits firearms from being brought into our clubs, except in the case of authorized law enforcement personnel.  Any member who fails to comply with this policy is subject to having his or her membership revoked and being prohibited from using our clubs.

 

What different types of memberships are available at In-Shape Health Clubs?

In-Shape memberships are designed to be flexible for you and your unique needs. Month-to-Month memberships with options available to select your preferred access and monthly dues based upon an enrollment fee or Paid in Full memberships for 1,2 3, or 12 months.  Up to 4 adults may be added to your account and up to 8 children (children must be related to or a ward to the main member).  

 

How long is a membership?

In-Shape memberships are designed to be flexible for you and your unique needs. Month-to-Month memberships with options available to select your preferred access and monthly dues based upon an enrollment fee or Paid in Full memberships for 1,2 3, or 12 months**.  Up to 4 adults may be added to your account and up to 8 children (children must be related to or a ward to the main member). 

**Subject to current product availability offering and may not be available at all locations.

 

How do I find out my account balance?

The easiest way is to use the In-Shape app by clicking Profile in the top left navigation then select Billing Information to see your current balanceThe front desk at the club may provide you with your account balance, or you may contact Member Services.

 

How do I contact In-Shape Health Clubs?

Our Corporate headquarters is located at: In-Shape Health Clubs, Inc. 6 South El Dorado St., Suite 600 Stockton, CA 95202. You can reach the Corporate headquarters by filling out the form on our Contact Us page. To contact your local club, visit our Find a Club page for club-specific contact information.

 

What are your Club and Kid Zone hours?

Kid Zone will be temporarily unavailable when we reopen due to physical distancing. Once they are reopened, club and Kid Zone hours vary by club. Hours are listed in each club's separate web page. Please see the Find a Club to locate individual club pages where this information can be found.

 

How much does it cost to make changes (upgrades/downgrades)?

There is a $10 processing fee for any non-administrative membership changes. We suggest you call Members Services at 209-472-2450 so they can assist you with any changes needed to your membership.

 

When is my bill due?

Most members use our convenient AutoPay method for paying from a checking or credit card account. Dues are drafted on our about the 2nd of each month automatically. The total balance of your account is due at the corporate office by the 2nd of the month and is late after the 15th of the current month.  

 

How do I cancel my membership?

For details on how to cancel you membership, visit inshape.com/how-to-cancel

 

How many people are required at a company/business for a corporate rate?

Corporate discounts are available for companies with a minimum of 100 employees. Please contact Omar Rahman at omar.rahman@inshape.com if you would like information on setting up a corporate account.

 

How long can my kids stay in the Kid Zone?

When Kid Zone becomes available again, members are allowed to leave their kids in Kid Zone for up to two hours.  

 

What forms of payment are accepted for the monthly dues payments?

We prefer checking or savings AutoPay information and will also accept credit cards (Visa, Master Card, Discover and American Express). No prepaid cards or checks are accepted.

 

 

 

Guest Passes

Can I use a guest pass to visit the club?

Guest passes and day passes are not allowed at this time.

 

 

 

Billing

 

When are you going to bill me my monthly dues?

In-Shape will unfreeze all memberships and resume billing when each club reopens. All billing is linked to the club where your membership originated. Members will be charged on their regularly scheduled billing date. For members with add-ons on their memberships which are currently not available, (towel service, VIP service, Kid Zone, etc.) we will deduct that fee from your monthly billing statement.

 

Does the billing for the Annual Enhancement fee change?

Yes. If you were scheduled to be billed during the quarantine your new annual enhancement fee billing month will be in the month we reopen. The date will remain the same in the new month. For example: If you were scheduled to be billed on the 14th in April, you now will be billed on the 14th in July and your new annual date will be July 14th.

 

Can I put a temporary freeze on my account?

Yes. We realize that the COVID-19 pandemic has created unforeseen circumstances for many members, so we want to make sure that you know you can re-freeze your account for up to three months by accessing the “PROFILE” section in our In-Shape App. This is a great option if you need a little extra time to make it back to the gym. Click here to download the In-Shape App

 

Will you be billing for services that aren’t available?

We will not be billing for any service that has been purchased as an add-on to your membership that is not available when we re-open. If you purchased towel service, VIP, Perks, or Kid Zone we will deduct these fees from your monthly billing each month they are unavailable.

 

Will I get any credit for the days the club was closed in March?

When we were required by the government to close our clubs in mid-March, we immediately suspended drafting membership dues. As a result, we have credited members with the same days of club usage without additional dues to account for the days remaining in March 2020 that our clubs were not accessible. To compensate our members, when our clubs start to reopen in June, we will not charge any membership dues for the remaining days in June. Membership billing will commence July 1, 2020. If your club doesn't open until July, the credit will be applied to that month's dues.  

 

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