o All memberships taken out are allocated to a single person. Only the person who takes out the membership will be allowed to use that card.
o Members must not leave their guests unattended in the Leisure Club at any time.
o Members must use the Leisure Club entrance only. Hotel entrances are strictly for hotel residents.
o Bronze memberships can sign in one guest. Silver memberships, Platinum Monthly and Platinum Yearly memberships can sign in up to 3 guests, of which a maximum of 2 can be under 16 years old. Gold memberships can sign in up to 4 guests providing there is a minimum of 2 adults swimming
o Although under 3’s swim for free, they do count as one of your guests. Members are responsible for their guests at all times.
o Please note that our indoor and outdoor pools are NOT lifeguarded. For this reason, we cannot allow any of the following; No diving, jumping, bombing, running, acrobatics, snorkels, flippers, balls, throwing objects around, inflatable toys, lilos etc.
Medical Conditions
o Please make sure that you as the member make the staff aware of any medical conditions we may need to know about. This can be recorded on your account by a member of staff. Please let us know if there are any changes in the future.
Swimming Pools
o Only 1 child under the age of 4 years to be directly supervised by a competent adult swimmer in the pool. o Up to a maximum of 2 children under the age of 16 years to be accompanied by one competent adult swimmer in the pool.
o Children aged 8 and over must change in their own sex changing rooms (please see a member of Leisure Club Staff for an alternative solution).
o A band system will be in use during all school holidays. Users will have 2 hours to use the facility with standard entry. There is an option to stay for the whole day which is an additional charge per person. o Never swim after a heavy meal or after consuming alcohol.
o Be especially careful if you have a medical condition such as epilepsy, asthma, diabetes or heart problems and inform a member of the Leisure Club Staff.
o If you see someone in trouble, please alert the Leisure Club Staff/Sound the alarm.
o In accordance with the Protection of Children Act we do not allow use of any photographic equipment in any part of the Leisure Club.
o Bathing swimwear must be worn at all times and babies and children that requires nappies must wear appropriate swim nappies
Sauna
o Not to be used by persons under the age of 16 years.
o Read the rules and contraindications poster displayed as saunas are not suitable for everyone. o Avoid contact with the stove.
o Do not stay in sauna cabin longer than you feel comfortable.
o It is safer not to use the sauna alone.
Games Room
o All persons under 10 must be accompanied by an adult when using the games room.
o All users must sign in at the health club kiosk before using the games room and sign out after. o All equipment must be returned to the kiosk after use.
o No food or drink is allowed in the games room.
o The games room is strictly dry area only.
Gym
o For use by members only (you cannot sign guests in to use the gym) and residents (aged 18 years and over) who have had an induction at the gym by a qualified member of staff.
o Read the rules and contraindications posters displayed.
o Train within your limits.
Changing Rooms
o Any valuables left unattended are done so at your own risk and are not the responsibility of the Barnstaple Hotel.
o Locker keys are not to be taken home; they are to stay on the premises at all times. Lockers are not to be used to keep personal belongings overnight.
Rules and Conditions of Membership
1. The Barnstaple Hotel Leisure Club is a proprietary club of which the proprietor and sole manager is Percy R Brend and Sons (Hoteliers) Limited (‘The Proprietor’).
2. The Club premises (‘The Leisure Complex’) shall be those parts of The Barnstaple Hotel which shall from time to time be allocated by the Proprietor for that purpose.
3. Every member of the Club shall, subject to these rules and any other rules and by-laws for the time being, be entitled to use the club facilities at The Barnstaple Hotel as allocated by the Proprietor. This includes no access to the facilities before 7am or after 9:30pm, due to the area being unmonitored.
4. All members shall be over 18 years of age.
5. Club cards must be carried at all times whilst using the Leisure Club and produced on request. 6. The proprietor reserves the right :
a. To restrict or forbid entry to members to any part of the leisure complex usually available for club members.
b. To close the whole or part of the leisure complex usually available for club members with no refunds of members subscription. This includes closing for functions over the Christmas period.
c. To terminate membership of any party at their discretion.
d. To alter these rules without reference to the members or to introduce such by-laws as are appropriate. 7. The following are not permitted:
A) Any activities which cause nuisance or annoyance to other club members.
B) Any actions which affect the safety of Club members or in particular the children of Club members. C) Any club members not supervising any child (or children) which he/she/they have introduced to or brought to any part of the Leisure Complex.
D) The consumption of alcohol by children under 18 years of age
8. Children must not act in an unruly manner unsafe to themselves or others.
9. Dogs are not permitted on any part of the premises.
10. Only food and drink purchased on the premises can be consumed in the Leisure Club areas. 11. The responsibility for their safe conduct resides with the Members individually. The proprietor will accept no responsibility in respect to the death and injury sustained by members or their children or other invitees, or any loss or damage to their property. Any accidents or injuries must be reported to a member of staff immediately. 12. Members may only wear sportswear in the leisure club and not in the main hotel.
13. Please be aware that all personal data is GDPR compliant and all memberships require a photograph for identification purposes (this is stored securely and is PCI compliant, membership will not be accepted without a photograph, this applies to all members).
14. Bronze memberships can sign in one guest. Silver memberships, Platinum Monthly and Platinum Yearly memberships can sign in up to 3 guests, of which a maximum of 2 can be under 16 years old. Gold memberships can sign in up to 4 guests providing there is a minimum of 2 adults swimming
15. Members are responsible for their guests at all times. If a member is signing in a guest to use the facilities that have any pre-existing medical conditions, then they must notify a member of staff on arrival.
Cancellation of Memberships
o A request to cancel your membership must be made online using your Trybe account AND in an email to club@barnstaplehotel.co.uk. Cancellations made verbally will not be accepted.
o Bronze, Silver, Gold and Platinum Yearly have a term of 12 months. After the 12 month period, if you do not cancel, your membership will naturally renew with payment being taken.
o Platinum Monthly memberships are on a rolling payment basis and may be requested to cancel after the initial 6 month term. o Cancellation requests must be made on your Trybe account with at least 31 days notice.
Complaints Policy
Overview
We aim to offer all our members and guests an enjoyable and pleasant time whilst using our facilities. If, however, you feel that we have fallen short in some way, we would like to make it easy and straightforward for you to bring this to our attention.
How to raise your concern / complaint
If you are unhappy during a visit to the Leisure Club, please speak to one of our team on the day. Our team members will try and resolve your complaint there and then. If this is not possible, they will arrange for the Leisure Club Manager or a member of the wider Hotel Management team to assist with a view to resolving the issue.
If you are unhappy with the outcome on the day…
Who did you speak to?
Try and make a note of who dealt with your complaint on the day.
Contact us in writing within 10 days of your visit.
Please write to us with the date and nature of the complaint. If you have the name of the person who dealt with your complaint on the day, this will speed up our response time.
Email: club@barnstaplehotel.co.uk
Post: The Manager, Barnstaple Hotel Leisure Club, The Barnstaple Hotel, Braunton Road, Barnstaple, Devon, EX31 1LE
We will acknowledge receipt of your complaint within five working days. It may take some time to investigate the issue, but we will respond within 28 days from receiving your written complaint.
Escalation
If after receiving your written response, you are still unhappy, you can escalate the matter to The Hotel Manager.
Email: mh@barnstaplehotel.co.uk
Post: The Hotel Manager, The Barnstaple Hotel, Braunton Road, Barnstaple, Devon, EX31 1LE