New Membership Management System

Yes.

1. Set up your new account. Please set up your personal account before any family members (if applicable)
2. Log in to the Lensbury app account using the Customer ID emailed to you with the new password you have created.
3. Create an account for your children (where applicable).

You will have received an email advising you of your new Customer ID (for example LC0123456). If you have family members linked to your account, you will receive multiple emails. Please retain these ID numbers; you will need them for your new account(s).

Activate Your New Account
1. Use this link to activate your account(s): Click here (also included on the email).

2. Click ‘Activate Account as ‘Already a Member’

3. A ‘Forgotten Your Password’ box will appear. Enter the specific Customer ID that is included in your email (eg LC123456) into the ‘Customer ID’ box. Please use this ID NOT your email address.

4. Press ‘Continue’.

5. A prompt will appear asking you to check your email (please check your Junk/Spam folder if you do not see the email in your inbox)

6. In the email, click the link ‘Click here to reset your password’.

7. Create your new password in both boxes, then click ‘Update password’.

8. You will see a message confirming that the password has been successfully updated.

Stage 1 is complete.

Log in to The Lensbury App
Go to ‘My Bookings’ from the home screen on the Lensbury app.

A ‘Log in’ screen will appear. Enter your new Customer ID (ie LC123456) into the ‘Email ID’ box and your newly created password in the box below. Please use this ID NOT your email address. We recommend saving these details as your log in.

Activate an Account for Your Children (where applicable)
Repeat all steps (1 – 8) above using your child’s details (their Customer ID number). Please ensure that you set up your own account before your child’s. Please note that only one account can be logged in to the app on your phone at any one time.

Adult Access

1. Use the Lensbury Club app to scan the QR code located on the turnstiles.

Or

2. Use your existing membership card. Please note these will not work on the turnstiles from Tuesday 25th February. (following this, physical membership cards will need to be scanned at Reception).

Using the Lensbury Club App
1. Make sure you are logged into the Lensbury Club app then click on the ‘Scan for Club Entry’ button on the app homepage. Hold your phone over the QR code.
2. Turnstiles will open automatically once the system confirms you have an active membership.

Using Your Membership Card
1. Tap your card on the turnstiles as normal.
2. From Tuesday 25th February, you will need to present your card to the card reader at the reception desk for entry.
3. The turnstile will then open automatically once the system confirms you have an active membership.

Child Access
1. Tap your child’s card on the turnstiles as normal.
2. From Tuesday 25th February, you will need to present your child’s card to the card reader at the reception desk for entry. We recommend that you scan your child’s card first, then enter yourself using the QR code as detailed above.

Please note our phase two updates will include the ability to access digital cards for children under the parent or guardian’s account.

1. Use the Lensbury Club app as normal
2. Book at the reception desks (Members’ Reception or Lockside).

App Bookings

For App Bookings, please note you must always remember to confirm your class booking by clicking ‘book now’ and then ‘confirm booking’. You will receive a confirmation email as soon as the booking is confirmed. If you do not receive an email, your booking has not been confirmed. Please check your Junk/Spam folders before trying again or contacting the Lensbury team for assistance.

All bookings made online that are left in the checkout basket will automatically be removed after 3 minutes; the space will be made available for others to book.

Please note that from Monday 25th February you are required to scan in through Members’ Reception to be recorded as having arrived for a booking. From this date, failure to scan in will result in a ‘no show’ being recorded and a strike issued (please see What has changed in the new system question below).

App Bookings

1. If you are using the same device to manage your child’s membership, you will need to log out of your own account first.
2. You will then need to log in using your child’s Customer ID
3. You can then make bookings as normal (subject to age restriction).
4. If you are using a different device, use the Lensbury Club App as normal with your child’s Customer ID.

Please note:

• You can only be logged into one account at a time.
• All bookings must be made under the child’s Customer ID due to age restrictions.
• The policies outlined for adults also apply to children.
• Under the phase two updates, parents/guardians will be able to book on behalf of their child from linked accounts.

Log into your account (using your Customer ID) to make the booking as normal.

1. Vouchers may be purchased at the receptions, viewed on your account and redeemed at the time of booking.
2. Classes may be booked and paid for via the app (unless vouchers are available for redemption, which will be applied automatically).

Please note, you can manage your bookings, including cancellations up to 48 hours in advance, via the Lensbury App.

No change.

No, all direct debits will continue as normal.

1. Booking policy
2. Tennis/Squash court bookings
3. Bridge bookings
4. Fee paying Reformer classes (refer to question above)
5. Digital access (refer to question above)
6. Creché bookings
7. Kids’ activities

Booking Policy

• From 21^st February, members will be able to cancel up to 2 hours before the start of a booking.
• Late cancellations within the 2 hour window will not be accepted and a strike will be issued.
• Failure to show up for a booking (‘no shows’) will result in a strike being issued.
• Once 4 strikes have been issued, all booking rights will be revoked for a 7 day period. Please note this will apply to ALL bookings.
• Strikes will remain on a member’s account for a 30 day period.
• All members booked onto a waiting list will receive an email once a space becomes available. The space will be bookable on a ‘first come, first served’ basis, to provide maximum opportunity for the booking space to be filled.
• To book a space via the App once it has become available, you will need to leave the waitlist via the ‘my bookings’ section in the App, before booking your place in the class.
• Attendance for bookings will be managed automatically by scanning into the club at Members’ Reception. Failure to scan in before a booking will result in a strike.
• You will be automatically registered as ‘arrived’ for bookings within a 3 hour window.

Tennis/Squash Court Bookings

• Available in 30 and 60 minute slots to give greater booking flexibility and increased court occupancy.
• All members MUST scan in through Members’ Reception for the Riverside Courts.
• For the Roadside Tennis Courts, members will need to scan the QR code located at Court 13 to be ‘arrived’ for their booking and avoid a booking strike.
• For the Squash Building, members will need to scan the QR code located by the entrance, which will also give access to the building. This will result in you being ‘arrived’ for your booking and avoid a booking strike.

Bridge Bookings

• Will be available 5 days ahead of the next session to book via the Lensbury App, using the ‘Make a Booking’ section.

Crèche Bookings

• Are available to book via the Lensbury Club App. You must book under your child’s account.
• Vouchers may be purchased at the receptions, viewed on your account and redeemed at the time of booking.
• Places may be booked and paid for via the Lensbury Club App (unless vouchers are available for redemption, which will be applied automatically).

Kids’ Activities

• Are available to book and pay for via the Lensbury Club App. You must book under your child’s account.

Simply show your digital membership card in the app (please ensure you are logged into the Lensbury app). Click the ‘Digital Membership Card’ button on the app home screen and show your phone.

Or

Show your existing physical membership card

Please note, currently the digital membership card will not provide access through the turnstiles. This will be addressed in phase two.

Firstly, please check your Junk/Spam folder.

If you still cannot find the email, it may be that we do not have an email address registered for your account. Please contact Members’ Reception, who will assist you in accessing your new account.

members.reception@lensbury.com
020 8614 6420

From Thursday 20^th February when the new system goes live, until Sunday 23^rd February we will have a dedicated team around Members’ Reception, Lockside and the Conference Centre to assist with any questions you may have.