Activity Waitlist and Penalty Policy Terms & Conditions

The Waitlist System has been introduced to provide a fairer and more structured process for allocating spaces that become available for activities. The Terms & Conditions outline how the system works, what members can expect, and the responsibilities of members when using the waitlist feature within The Lensbury App.

2.1 Waitlist Positioning 

• Members join the waitlist in chronological order based on the time they added themselves. 

• Your position on the waitlist determines your priority if a space becomes available. 

3.1 When a space becomes available 

• Only the member in position 1 on the waitlist will be notified that a space has opened. 

• This space is a conditional offer exclusively for the member in position 1 until 24 hours before the activity start time. 
• No other waitlisted member will receive a notification at this stage, and general members will not be able to claim this reserved space during the hold period.

3.2 Confirming the conditionally offered space 

• Members notified of a conditionally offered space must confirm their booking by going to The Lensbury App and clicking book on the reserved activity. 

• Failure to confirm does not remove the member from the waitlist, they simply retain the ability to confirm their reserved space until the 24‑hour release point. 

• If you do not confirm your place you will not be booked for your activity.

4.1 If a second space becomes available 

• If the first space has not yet been confirmed by the member in position 1, and another member cancels:  

• The newly available second space will be conditionally offered for the member in position 2 on the waitlist. 

• That member (position 2) will receive their own notification. 

This process continues sequentially:  

• Position 3 will be conditionally offered a space once it becomes available 

• Position 4 will be conditionally offered if a fourth space becomes available 

• And so on.

5.1 Release to general booking 

• At exactly 24 hours before the activity start time, any conditionally offered spaces not yet confirmed by waitlisted members will be released for general booking. 
• After release, they become visible and bookable by:  
• Anyone on the waitlist 
• Any member using The Lensbury App 
• Members searching for available activities 

5.2 First-come, first-served after release 

• Once released, previously offered spaces are no longer held for any specific waitlist position. 

• Booking will be open to all members on a first-come, first-served basis.

6.1 Monitoring notifications 

• Members are responsible for checking their email notifications to ensure they do not miss a conditionally offered space. 

• Failure to see or act on a notification does not extend the hold period. 

6.2 Keeping contact details up to date 

• Members must ensure their email address and The Lensbury App account details are accurate and functioning.

7.1 Conditionally offered spaces do not appear as available 

• While conditionally offered, a space is not visible to other members browsing The Lensbury App. 

• Only once released (24 hours prior) will the space appear as bookable. 

7.2 If a member with a conditional offer declines or ignores the space 

• The member remains on the waitlist until:  

• They confirm the space 

• They remove themselves manually 

• Or the system automatically releases the space at the 24-hour cut-off

Lensbury reserves the right to remove a member from a waitlist or restrict waitlist access if: 

• A member repeatedly holds offered spaces without confirming or cancelling 

• A member attempts to manipulate multiple waitlists unfairly 

• Behaviour is inconsistent with fair usage

Lensbury reserves the right to amend these Terms & Conditions as needed to ensure fairness and operational efficiency. Members will be notified of significant changes.

The Penalty Policy is designed to ensure fair access to all complimentary activities and facility bookings offered by The Lensbury. The policy aims to reduce unused spaces caused by unattended bookings and to improve overall availability for members.

An unattended status occurs when a member books a complimentary activity or facility and does not attend without cancelling within the required 2‑hour cancellation window.

Attendance is only confirmed when the member scans or taps their digital or physical access card at Members’ Reception, Lockside Reception or on the roadside court gates. If no scanned access is recorded by the named booker, the system will automatically register your unattendance for that booking. 

Members may accumulate up to three (3) unattended bookings. Upon reaching the third, a penalty will be applied to the member’s account.

After three unattended bookings: 

• A £15 penalty fee will be applied. 

• The member’s account will be temporarily blocked from making any further bookings until this fee is paid. 

• Please note that unattended bookings will remain on the account indefinitely.

The booking ban will be removed automatically once the penalty fee has been paid.

Penalty fees can be paid online through The Lensbury App or at Members’ Reception. Once payment is completed, the system will automatically restore booking privileges.

Penalty fees collected will contribute towards The Lensbury’s Charity of the Year. 

Reception staff are not permitted to manually remove an unattended status or override penalties under any circumstances. 

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

Members are responsible for: 

• Managing their bookings. 

• Checking the status of their bookings. 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). 

• Cancelling within the required timeframe. 

• Ensuring their digital or physical access card is scanned or tapped upon arrival.

Lensbury reserves the right to amend these Terms & Conditions as needed to ensure fairness and operational efficiency. Members will be notified of significant changes with a minimum of 7-days’ notice.