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Why is Xcite changing the booking system for the Kids Holiday Programme?

Xcite are changing the booking system to let you plan your child’s holiday programme in advance. We are now able to offer this service online as well as onsite. You’ll be able to plan your child’s activities for the full holiday knowing that you have been guaranteed a space. Alternatively if you cannot book into your first choice you can select another activity which could be at another Xcite venue.

Do I need to book online?

No, you can also book at reception 5 days in advance. Online booking can be made 77 days in advance and can be accessed 24 hours a day, easily bookable from your phone, tablet or desktop. You can also manage your bookings in this area to cancel activities your child’s can no longer attend.

I’m a member but I don’t have my child’s log in details to access online bookings?

No problem, simply complete this online form with your child’s name and details and we’ll email you their ID and PIN to login (allow 24 hours, this can be longer at weekends and public holidays). Alternatively you can contact reception who will be able to release this information after completing a few security questions. 

Do I need to be a member to book in advance?

No you can book your child into activities as a pay-per-visit user online or at reception. You can register your child at My Xcite as a pay-per-visit user here. If your child has a Junior Membership or has had a membership with us before you will need to complete our Xcite Online Details Request form to access the PIN and ID. The online booking system will not allow you to create a duplicate.

Can I cancel an activity online if my child can no longer go?

Yes, if you login to My Xcite with your child’s login details and go to ‘Manage Bookings’ (this is in the menu bar on mobile and tablet) you’ll be able to cancel the activity booking up to 20 minutes before the start time of the booking. You can also cancel at reception prior to the class start time.

Why do I have to pay £2.00 No Show fee if I’m a member?

As our child’s holiday activity programme is very popular we want everyone to have the opportunity to attend. In order to do this we’ve taken advice from other Leisure operators to see what effective practices they have in deterring no shows and we found that a small penalty fee had the best result in reducing no shows.

At Xcite we do not wish to charge anyone for not turning up, we just want everyone to have a fair opportunity to participate in their favourite activity. So if your child can’t make a booking please cancel it and give someone else’s child’s the opportunity. You can cancel right up to 20 minutes before the activity start time online at My Xcite or by phoning reception within the 20 minutes prior to the activity starting.

If I have a No Show penalty fee, how do I pay it?

The easiest way to pay is by logging into My Xcite, under your child’s log-in details, and clicking on Basket in the main menu bar where you will find the £2.00 charge. You can then pay this through the WorldPay secure payment portal. Once paid your membership will operate as normal.

What do I do if I’ve received a No Show penalty but my child was at the activity?

It is important that parents register their child’s attendance at Reception to obtain a ticket for the activity. It is the customer’s responsibility to ensure they have a ticket for the activity and pass this onto the instructor to avoid no show penalties being incorrectly applied to your account.

If activities are fully booked will there be a waiting list?

Yes, we will operate waiting lists on all activities so that once they become full you can add your name to the waiting list. Should a space become free then an email will be sent to the whole waiting list and whoever is fastest making the booking will get the space in the activity.

If I provide my email address will I be bombarded with emails?

No. We do not pass data on to any third parties and your information is held under the Data Protection Act 1998.
We do use email as our preferred method of communication for: all membership correspondence, booking confirmation and booking reminders. We will, from time to time, send out an enewsletter to keep our customers up to date on what’s happening at Xcite and any up and coming developments that will enhance your Xcite experience.

Sometimes the Reception is busy and I don’t want my child to be late, can I jump the queue or go straight to the class?

Unfortunately no, you must obtain a ticket from the reception or kiosk so that your child’s attendance is recorded. The ticket must then be given to the instructor to ensure they are booked into the activity. We know Reception can be busy and we do suggest giving yourself plenty of time prior to the start of the activity to avoid disappointment.

Why do I have to give the Activity Instructor or Xcite Member of Staff a ticket?

To ensure you child’s attendance is recorded at the Xcite activity to avoid a No Show penalty fee. It is the customer’s responsibility to register their attendance when entering an Xcite Venue, failure to do so will incur a No Show penalty fee even if you have been at the class but failed to record your attendance.

This will deter customers from entering activities who are not booked in. This can cause problems especially if the activity is fully booked and there isn’t enough space. This situation can also result in losing time in the activity.
Xcite would like everyone to get the best from their activities, here are some helpful tips so customers avoid any disappointment.

What do do when I arrive for my child's activity?
Book your activity in advance online or at reception.
Arrive at least 5 mins before the class.
Remember to check your child in at reception or kiosk to register their attendance when they arrive and get a ticket.
Hand over your ticket to the Instructor in the activity.
Can’t make it? Remember to cancel your child's activity and avoid penalty fees.

We hope that the introduction of Holiday activity booking will help improve your Xcite experience!

Find out how to book HERE!

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