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Operating Guidelines: The New Normal

We’re thrilled to welcome you back! And we’re resuming our amenities and services with the highest consideration for your safety.

You can find details on the measures we’re taking in our Health and Safety plan below.


Our Community Health Measures: We’re in this Together

Keeping the Bay Club safe for our members means everyone does their part. We’ve put some helpful standards in place to ensure that our whole community is working together to make the Clubs a safe place for fitness and fun.

Managed Capacity Through Club Reservations

Clearly Marked Spaces and Signs to Guide Physical Distancing

Frequent Cleaning and Sanitation of Club Spaces

Physical Distancing Operational Protocols

Temperature Taken Before Entry

Members & Associates Must Wear Masks

Gradual Reopening of Services in Phases

We’re Back with Your Bay Club Favorites!

The Bay Club has always been your destination for sports, fun, and fitness…and we still are! Whether you love an early morning swim, an outdoor tennis match, or a day on the golf course, now you can enjoy all your favorite ways to play at the Bay Club.

FREQUENTLY ASKED QUESTIONS

QUESTIONS ABOUT OUR HEALTH & SAFETY INITIATIVES

MANAGED CAPACITY THROUGH CLUB RESERVATIONS
We know that reservation-only access may be challenging for some, and we are fortunate to have large spaces and properties that safely accommodate many of our of members at the same time. To help us maintain safe social distancing, we encourage, but do not require, members to sign up for Club visits through Connect. There are no time limits on any reservation, and you may move to additional amenities during your visit.

IN-DEPTH MEMBER COMMUNICATION & SIGNAGE
Throughout the Club, you will encounter new signage and directives describing the protocols and practices that have been put in place. Please let us know if you have any questions. We are here to help in any way we can.

RIGOROUS CLEANING & SANITATION PROCEDURES
We have increased our protocols for cleaning and sanitation, using products which have been proven to be effective against the COVID-19 virus. Every club has been deep cleaned prior to reopening. Frequent hand washing is recommended. Fitness studios and equipment will be cleaned before and after each use, and personal sanitization supplies (i.e., hand sanitizer and disposable wipes) will be available throughout the Club.

PHYSICAL DISTANCING OPERATIONAL PROTOCOLS
Protocols to ensure proper levels of physical distancing have been put in place throughout the Club in accordance with both state and local county guidelines. Added staff will be on hand throughout the Club to assist members and ensure that these protocols are adhered to. Floor markers to direct queuing lines have been put in place in certain areas, and plexiglass safety shields have been installed at all welcome desks. Additionally, our check-in process is now touchless, and the use of the Bay Club Connect app is required for check-in.

HEALTH & SAFETY ACCESS MEASURES
Out of an abundance of caution, the Bay Club has instituted a protocol to check the temperature of all persons entering the Club each day, including members and associates, as well as vendors and service providers. This will be done prior to entry, using a touchless infrared thermometer. Persons with a temperature over 100.4 degrees will be asked to not enter the Club.

PERSONAL PROTECTIVE EQUIPMENT USE
Associates have been provided with personal protective equipment (e.g., non-surgical masks and disposable gloves) for use as needed in the course of their duties.

Members are expected to adhere to local guidelines and the recommendations of local county health officers, regarding the use of face coverings while in public when visiting the Club. Members are expected to wear face coverings when entering the Club, when moving through the Club, and when near other persons. We ask that each member wipe down any equipment that they use after each use.

PHASED OPENING OF CERTAIN SERVICES
During Phase I of the reopening process, which is anticipated to last approximately 21 days, state guidelines require the temporary suspension of drop-in childcare, showers, and pool access. During this period, certain services like food service, which do not easily lend themselves to physical distancing, will also be suspended. Members can expect that we will revisit the activation of these services over time in conjunction with local county guidance.

QUESTIONS ABOUT YOUR MEMBERSHIP

HOW CAN I FIND OUT WHAT AMENITIES ARE CURRENTLY AVAILABLE AT MY CLUB?
We encourage you to visit our website to see what services are available at each club location. As additional amenities open, we will continue to keep this page up to date. You can also visit your club-specific web page for more details, such as operating hours and club announcements.

HOW DO I REGAIN BOOKING PRIVILEGES FOR AMENITIES AVAILABLE AT THE CLUB?
All Members who continued to pay full dues have remained active in our system and will automatically be able to make reservations as we resume services. Members who chose reduced or waived dues have two ways in which they can return to active status:

1.  Contact the Member Services Team at bayclubconnect.com to reactivate your membership; or
2.  Let your membership automatically reactivate as services included in your specific membership resume.

Specific questions related to Leave of Absence, financial hardship, medical hardship, and other topics are addressed below.

IF I HAVE A BALANCE DUE ON MY JULY 2020 STATEMENT, WHEN WILL YOU DEBIT MY ACCOUNT?
We processed statements between July 10–15, 2020, and we are planning to debit accounts on July 22–26, 2020. If you have any questions regarding your statement, please contact the Member Experience Team at bayclubconnect.com.

WHAT IF I HAVE EITHER A MEDICAL OR FINANCIAL HARDSHIP DUE TO THE COVID-19 SITUATION?
If you have a medical or financial hardship that prevents you from using the Club, or you do not feel that enough club services have been restored to support a dues payment, you can request that your dues remain at $0 until December 31, 2020. To make this request, simply visit bayclubconnect.com and select “Contact Us” to get in touch with our Member Experience Team.

Please note: If you have used the club services and decide at a later date that you would like to adjust your membership, your request will take effect on the first of the following month.

WHAT HAPPENS IF I HAVE A PAID-IN-FULL MEMBERSHIP?
As always, the same opportunities exist for Members who pay annually as those who choose to pay monthly. For Members who have an upcoming annual membership renewal, please look for a renewal statement in August 2020.

WHAT ABOUT MY MONTHLY LOCKER, PARKING CHARGE, OR RECURRING SERVICE PACKAGE?
You will begin to see recurring charges for items, such as monthly lockers, parking, and some other programs later in the summer once most services have resumed. Please note, activation for certain services, such as spa and small group fitness programs, will occur at a later date. Members do not need to contact the Member Experience Team regarding these fees—the adjustments will be made automatically.

WHAT HAPPENS TO MY PREPAID TRAINING PACKAGES OR PROGRAMS?
All training packages and programs have been extended to an expiration date of December 31, 2020, giving everyone plenty of time to enjoy the service purchased.

WHAT HAPPENS TO THE LIFESTYLE POINTS ON MY ACCOUNT?
All Lifestyle Points on your account have been extended until December 31, 2020, giving everyone plenty of time to use their current inventory of Points.

HOW DO I REACH THE BAY CLUB’S MEMBER EXPERIENCE TEAM?
The best way to reach our team is through your member portal at bayclubconnect.com, or by downloading the Bay Club Connect app on your mobile device. (You can learn more about Bay Club Connect at bayclubs.com/members.) Additionally, you can call the Team at 888.646.4660.

QUESTIONS ABOUT CLUB OPERATIONS

WILL OPERATING HOURS BE ADJUSTED AT MY CLUB?
To see an overview of the services which are currently available at each club location, please visit bayclubs.com/club-service-updates.

HOW DO I ACCESS THE CLUB? WILL I NEED A RESERVATION TO USE THE CLUB AND HOW WILL THAT PROCESS WORK? IS THIS DIFFERENT FROM GOLF, TENNIS, AND SQUASH?
The reservation system has two components, both found in Bay Club Connect. For members making golf, tennis, or squash reservations, the previously existing systems continue to be in place for your reservations.

For all other club services, indoor and outdoor, indoor and outdoor, we are encouraging Members to make a reservation for the time they would like to use any area of the Club (once services resume) through Bay Club Connect, similar to how you would use Open Table for reservations at a restaurant. Club reservations will be available in 30-minute time blocks, with a 90-minute time limit, and can be made for multiple areas of the Club up to seven days in advance. Similar to the restaurant model, if you arrive at the Club without a reservation, we will accommodate you if space allows.

CAN I ARRIVE EARLY FOR MY RESERVATION? WHAT HAPPENS IF I STAY LATE?
As long as proper physical distancing is maintained according to local and state guidelines, we will make accommodations for Members to stay on property as long as they would like.

WILL FOOD AND BEVERAGE SERVICE BE AVAILABLE AT THE CLUB?
Starting this summer, we slowly re-launched food and beverage services at our sports resorts, swim & tennis clubs, and country club locations. Please reference your individual club’s web page for club-specific options.

QUESTIONS ABOUT HEALTH AND SAFETY

WHERE CAN I FIND THE BAY CLUB’S HEALTH AND SAFETY PROTOCOLS?
We have been strictly following the California state guidelines during this time. Find our measured approach for resuming operations, along with our top health and safety initiatives, and the comprehensive document: COVID-19 Operating Guidelines, which details our preventative measures, as well as our Standard Operating Procedures, above.

WHAT DO YOU PLAN TO DO IF THERE IS ANOTHER OUTBREAK?
Please see the Members section of bayclubs.com for all COVID-19 operating guidelines, including both Bay Club-specific and California state guidelines. In addition, our Bay Club leaders will continue to work with the local, state, and federal authorities, in addition to following CDC guidelines, to maintain the safety of our Associates and Members at all times at our clubs.

WHAT SHOULD I DO IF I SEE ANOTHER MEMBER NOT FOLLOWING MEMBER SAFETY GUIDELINES?
While we trust that we will all work together to keep our clubs safe, if you happen to see another Member not following physical distancing guidelines, please bring this to the attention of an Associate immediately.

DO I NEED TO WEAR A MASK WHEN VISITING THE CLUB?
Please be aware that we will be adhering to all local and state guidelines regarding the use of masks and gloves at our club facilities. Members should be prepared to wear a mask and/or gloves at some point during their club visit.

CAN I PURCHASE A MASK AND/OR GLOVES AT THE CLUB?
You should plan on bringing your own mask to the Club; however, for your convenience, we will have masks and gloves available (upon request) for Members to use while at the Club.

ARE YOU ASKING MEMBERS TO SIGN ANY SORT OF ACKNOWLEDGMENT THAT THEY WILL NOT VISIT THE CLUB IF THEY ARE SICK?
Yes. Upon making a reservation within Bay Club Connect, you will be asked to complete an acknowledgment document. Please visit bayclubconnect.com for more details.

QUESTIONS ABOUT COMMUNITY INITIATIVES AND PROGRAMMING

HOW WILL YOU COMMUNICATE FUTURE UPDATES?
During this time, we have utilized multiple avenues for communication, including bayclubs.combayclubconnect.com, and onelombard.com. We will continue our Daily Bay email communication to keep Members informed and engaged with our programming.

WILL BAY CLUB CONTINUE PROVIDING ONLINE CONTENT ONCE CLUB SERVICES ARE RESTORED?
Yes. We are thrilled so many Members have taken advantage of our online content for fitness, sports, family, and hospitality. And we are continuing to offer our most popular cardio, strength, and yoga classes—both live and on-demand—every day. In addition, we have provided sports programming and family activities. To explore these offerings, visit bayclubs.com, and be sure to check back often as new classes are added every day.

CONNECT with Us!

We can’t wait to see you again! You’ll find all things Bay Club on the Connect App. Connect is your go-to resource for reserving a club visit, checking fitness class schedules, and receiving club updates.

Helpful Resources
Member Communication

Member Communication

The Daily Bay

The Daily Bay

Your Club Status

Your Club Status

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