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Our NEW booking system

Posted by david on December 6, 2018 at 8:10 AM

We’re launching a new booking system for all of our public swimming sessions at Starfish Hydrotherapy Pool and Wyvern Hydrotherapy Pool. The new system is much more flexible and will allow you to view, manage and adjust your own bookings online. As part of the switch you will need to register your details during your first booking. We’re also making some small changes to how some of our swim sessions are paid for.


Pre-payment for all of our family sessions

As part of the change we’ll now be asking for payment for the following sessions at the time of booking;

  • Family swim
  • Disability family swim
  • Under 5’s swim
  • Discover and play (during school holiday time)

We’ve made this change to to make sure that everyone who books a swim, or is on the waiting list, has the best opportunity to enjoy one of our great swim sessions. We currently don’t ask for notification if you and your family are unable to attend and these popular sessions often have waiting lists. If we don’t know that you’re unable to attend there are free spaces available which customers on the waiting list could use.


Here at Neptune Aquatics we understand that plans can change, especially with small children in tow! So, if you’re not able to attend, all you’ll need to do is log in to the new booking system and transfer your booking to another available session. If you do this within 12 hours of the session starting you won’t lose your payment. You can only transfer your booking once, but if you need to do it a second time you can contact our team who can move the booking for you, again within 12 hours of the session starting. If you’d prefer to cancel a booking, you can do this up to 24 hours in advance of the session start time and your payment will be refunded, alternatively you can transfer your booking to a move convenient time.


The good news is that if you’re not able to book a space and instead add your details to a waiting list you’ll now have a much better chance of getting a space at your swim session. Our new booking system is fully automated, so as soon as a space becomes available the customers on the waiting list will be contacted and have a chance to book. When a space becomes available the first person on the waiting list will be contacted and will have 45 minutes to book and pay for their space. After this time the space will then be offered to the next person on the waiting list, and so on. If all of the people on the waiting list have been contacted and no-one has accepted the space will then be opened again for general booking.


Pre-booked sessions

If you’ve already booked a session we will have transfer this to the new system for you. As soon as the system is live you will receive and email notification of your booking to the email address we have on our current system.


How to make your booking

When you enter the system you’ll see a full timetable of all the available sessions which you can search by date. Once you click on the session you are interested in you’ll see an overview of the type of session plus the availability. If you’d like to book the session you’ll be able to select the type of ticket you need to add this to your basket. You can do this as many times as you like for as many sessions as you would like to book. When you’re ready to checkout your basket, simply click on your basket and you’ll see all of the sessions you have booked. You can edit and remove them and also add discount codes. Once you’ve clicked ‘book now’ you’ll then need to fill out your registration details and make any payment we’ll need to secure your booking. You’ll then receive an email with your booking code. Once you’re booked just come along and enjoy your swim!


We hope that you’ll find the new booking system easy to use, but don’t worry if you need a little help. Once the system is up and running we’ll be publishing a step-by-step guide on our website to help you through the new booking process and how to use the system to manage your existing bookings. If you’re still having trouble you can always call the pool to make your booking.


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