Frequently Asked Questions

The Activity Waitlist System is a fairer way of offering available activity spaces to members. Instead of notifying everyone on the waitlist at once, the system now contacts the next person in the queue and holds the space for them for a limited time.

When a space becomes available: 

• Only the first person on the waitlist is notified.
• A space is conditionally offered exclusively for that member until 24 hours before the activity starts.
• The member can book by going to The Lensbury App and clicking ‘book’ on the activity. 

No. Conditionally offered spaces do not appear in The Lensbury App for other members. This prevents a race to book and protects your queue position. 

Each newly available space is conditionally offered to the next member in the queue: 

• Space 1 → Waitlist Position 1 
• Space 2 → Waitlist Position 2 
• Space 3 → Waitlist Position 3

…and so on. 

Each member receives a separate notification for their conditionally offered space. 

No. Your place on the waitlist remains the same until: 

• You book the activity, or 

• The space is released to all members 24 hours before the activity starts.

You have until 24 hours before the activity begins. 

After that point, the space is released and available for anyone to book.

Any unconfirmed spaces become available to:

• Anyone on the waitlist
• Any member browsing The Lensbury App
• After this time, booking is first‑come, first‑served.

You will receive an email titled something similar to:  “A Space Is Now Available – Please Confirm Your Booking.” 

This will include: 

• Activity details 

• Instructions to confirm your booking via The Lensbury App 

This usually means the space has been offered specifically to your account, and The Lensbury App will only show it as bookable if you are logged in to the correct profile. 

Please check: 

• You are logged in to The Lensbury App 

• You are using the same account that joined the waitlist 

• If you manage multiple profiles (e.g. family accounts), you are viewing your own profile 

Once logged in correctly, you will be able to book the conditionally offered space directly in The Lensbury App.

If the issue continues, please contact Members’ Reception. 

You can remove yourself from the waitlist via The Lensbury App. 

After the cut-off, the space becomes bookable on a first‑come, first‑served basis. You can still attempt to book the activity once it becomes visible. 

Yes. If spaces remain 24 hours before the activity, a “Last Chance to Book” email will be sent out to those still on the waiting list.

Due to the demand for Padel courts we have made an exception with booking configuration to improve court availability and experience. All other racquet courts will be part of a phase 2 enhancement.

Following member feedback, this new process has been introduced to make the process of booking activities fairer. 

An ‘unattended’ status is recorded when a member has booked a complimentary activity or facility booking and does not attend without cancelling in advance. All complimentary bookings have a 2-hour cancellation window.

Activity (or facility bookings) are only marked as attended when the member scans or taps their digital or physical access card at members’ reception, Lockside reception or at roadside courts. Without a scan or tap, the system will register your booking as unattended.

Members can accumulate up to three unattended bookings. After the third, a penalty is applied. 

This can be done on The Lensbury App by navigating to the My Bookings page, selecting ‘previous’, and viewing the status on the bottom right of each booking (Members will not receive an email when a booking receives an unattended status). 

To do this, navigate to the bottom of The Lensbury App, select ‘My Account’, then ‘My Payments’. In summary, you will see all outstanding fees to be paid.

No. Reception cannot manually remove unattended bookings under any circumstances.

Any disputes regarding unattended bookings or penalties must be submitted here for review. Please note that any disputes made after 14 days of the booking in question will not be considered.

Yes; this includes junior activities and bookings.