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WHAT DO YOU NEED TO DO?

FREEZING YOUR MEMBERSHIP

NEED TO TAKE A BREAK? NO PROBLEM.

My club has closed due to Government restrictions. Do I need to freeze? 

Nope. We've got that covered for you. Members of clubs that have been forced to close (currently Liverpool, Wirral and Welsh clubs) will be frozen automatically until re-opening. No need to cancel your Direct Debit or contact us. No payments will be taken during the time the club is closed. 

Once we have been informed of an official reopening date for your Club, your membership will become active again as of that date. Any fees paid for the period of Club closure will not be refunded.  However, we will reduce your next Direct Debit payment by this amount. If you have paid in advance for your membership we will add the days of the closure period back onto your membership so you effectively don't lose any days.

Will the freeze I placed on my membership prior to closure continue as normal?

Yes, all freezes which were requested prior to the closure of your club will continue as requested.

What if I am not happy to return at the moment, can I freeze my membership?

You may place a freeze on your membership for a further period for an admin fee of £10 per calendar month, should you wish to continue to have your membership on hold. This freeze must be requested by the 20th of the month to take effect for the following month. Medical related freezes and student & young person memberships freezes remain free of charge, as per our normal terms and conditions. Freeze requests can be made via emailing memberservices@village-hotels.com. Please note that you will not receive an immediate response from the team, however if you have emailed us to request a freeze, this will be processed for you and a confirmation sent once complete. 

I've been emailing Member Services to freeze and had no reply!

If you've already emailed us to freeze your membership, please rest assured that we have your request and will process it. Freezes must be requested before the 20th of the month to be processed in time for the month ahead. You'll receive a confirmation once it's complete, so no need to send further emails.

Still got a question about freezing your membership?

Contact us today and a member of our team will be in touch.

CANCELLING YOUR MEMBERSHIP

WE'RE SORRY TO SEE YOU GO!

I’ve tried to cancel my membership but could not get through to member services or the Club, what do I do now?

Please email us at memberservices@village-hotels.com. Your subscription will be stopped in line with the terms and conditions of your agreement.

I’ve lost my job or had to close my own business and cannot afford to carry on with my membership, can I cancel with no further payment?

All subscriptions will be suspended for the period of closure and no fees will be due for this period of closure. Once we re-open, if you need a further extension to this whilst you get back on your feet, please email memberservices@village-hotels.com to arrange.

I've been emailing Member Services and had no reply!

If you've already emailed us to cancel your membership, please rest assured that we have your request and will process it. You'll receive a confirmation once it's complete. No need to send further emails - it just slows us down. 

Still got a question about cancelling your membership?

Contact us today and a member of our team will be in touch.

MEMBERSHIP FEES + PAYMENTS

LET'S SETTLE UP.

How can I reduce my membership fee?

If you're keen to save a few pounds whilst you're burning them on the gym floor, an Off Peak membership is a great way to keep your costs to a minimum. Off Peak memberships are ideal for those who prefer to enjoy the gym when it’s a little quieter. If you work shifts, from home or have a flexible schedule, our Off Peak membership offers all of the benefits that come with Village life, if you're happy to keep your workout window to within set times. 

Off Peak memberships are available on both Results and Flexi options. Speak to the team for the Off Peak hours at your club, or check out your club's timings on their page. 

I have paid in advance for my membership and my club is closed. What happens?

Your advance paid membership expiry date will be extended in line with the length of the Club closure.

If my club closes due to local lockdown part way through the month, what happens... do I get a refund?

The pro rata fees for the days we are closed will be added back to your membership account, resulting in a small credit that will be applied to your next direct debit collection. We will be automatically adjusting your fees so that you don't incur any cost whilst your Club is closed. So there's no need to cancel your Direct Debit or contact us to arrange refunds. If you have paid in advance and in full for your membership, your end date will be extended by the period of closure.

Why aren't you reducing membership fees if the squash courts, steam room, sauna and whirlpool are closed?

As you can appreciate, the leisure and hospitality sector has been going through a particularly difficult time, with hundreds of Village staff furloughed or made redundant.

Despite this, over the past few months, we have invested heavily in COVID-19 safety measures, cutting-edge technology and will be operating with additional cleaning to keep you safe when you return to our Clubs. Plus, our fitness teams have worked hard to create free online workouts for all members to enjoy during our period of closure. We place a very high priority on keeping our our loyal members happy, but regret that we are not in a position to offer discounts or refunds for facilities that we are unable to open as a result of Government and Industry Governing Bodies' directives.

Instead, following the first UK lockdown in March, we added value to your membership with a Free One Night Stay + £200 Reward for all qualifying members after reopening our Clubs, plus an extra £300 Reward for members who re-committed to their contract. The value of these additions was far higher than the savings that would be made from a discount for unused facilities.

I’ve just joined my children on junior memberships, what happens to payments if my club closes?

Junior memberships will be frozen in line with your adult membership. They will restart when your membership restarts when we re-open.

Still got a question about your membership payment?

Contact us today and a member of our team will be in touch.

REFER A FRIEND

ONLINE EXCLUSIVE REFERRAL OFFER

If you've referred a friend online as part of our online referral programme and have some questions about the voucher you've received, you should find the answers here...

I’m having trouble using my gift online, what do I do?
Firstly, check the redemption instructions and the terms and conditions for your gift and ensure you are following the instructions provided. Type in the code into the website manually as sometimes copying and pasting does not work. If you are still experiencing problems using your gift please contact the voucher provider help desk: hello@giftcloud.com with the email address you used to redeem the gift and a screenshot of the error so they can investigate this for you.

I’m having trouble using my gift in-store, what do I do?
Firstly, check the redemption instructions and the terms and conditions for your gift and ensure you’re following the instructions provided. If you are still experiencing problems using your gift please contact the voucher provider help desk: hello@giftcloud.com with the email address you used to redeem the gift and the details of the store you tried to to use your card in so we can investigate this for you.

I tried to use my gift and the retailer told me my balance was lower than expected, what can I do?
Ask the retailer if they can tell you the starting balance of your gift. If this is lower than the amount you expected, please contact the voucher provider at hello@giftcloud.com and they will look into it. If the balance matches what you expect, ask the retailer if they can tell you where and when the gift was used. If you do not recognise these transactions then your card may have been used by someone other than you.

My link/gift has expired. What can I do?
Please check the terms and conditions of the offer. If you believe your link should still be valid, please contact hello@giftcloud.com and they will look into it.

Must I use the full value of my gift on a single transaction?
This depends on the individual Terms and Conditions of the gift. These can be found when you click the link from your email or SMS or on the gift PDF.

Can I top up my gift?
Unfortunately we cannot add funds to your gift.

How do I use the gift card?
Please refer to the specific terms and conditions which can be found under the gift card faceplates. The redemption instructions will also detail which gift cards can be used instore and online.

Can someone else use my gift card?
Yes, whoever is in possession of the gift can use it, so please treat your gift as cash and keep it secure at all times.

Can I exchange my gift card?
Unfortunately, once a gift card has been selected we are unable to exchange this for a different brand.

Can I be sent a physical gift card instead of a digital one?
Unfortunately we only provide digital gift cards.

When does my gift card expire?
Please refer to the specific terms and conditions which can be found under the gift card faceplates. The redemption instructions will also detail which gift cards can be used in store and online.

What if my gift card is lost or stolen?
You must treat your gift as if it were cash, because any value on the card cannot be refunded or reissued if it is lost or stolen.

 

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Got a friend who’s a member of Village Gym? Enter their refer a friend code here.