Booking Policy FAQs
To view our Aravaca booking policies click here.
1. Class bookings can be made via the mobile app from 8pm, 9 days in advance or 8 days in advance at reception, in person or over the phone.
Q. How do I register for online bookings?
A. You need to have registered for the Member’s Area. Visit www.davidlloyd.es to register and log in. Once registered, you will see the online booking system link.
Q. How do I access the mobile app?
A. When you open the app on the first occasion it will ask for your username and password, these are the same details generated from the website Member’s Area registration so this should be done first.
Q. Does the 8 or 9 days include the current day?
A. You can book 8 or 9 days ahead of the current day so If you were booking on a Monday you can book for the following Wednesday online or Tuesday via reception.
Q. Why do people booking online get an extra day’s booking rights?
A. We want to encourage members to book online to speed up the booking process and improve the experience for other members at reception.
Q. I do not have access to the internet how should I book 9 days in advance?
A. Most of our clubs have an internet café facility. See a member of the team and they would be happy to help you register on the Member’s Area so you can make bookings in club through one of our member computers in club.
2. Tennis & Padel court bookings can be made via the mobile app from 8am, 9 days in advance or 8 days in advance at reception, in person or over the phone.
Q. Do I have to be a full/racquets member to book a tennis or padel court?
A. Yes, due to high demand with a finite number of courts and to protect your membership, only full/racquet members are able to book courts or be additional players on a court booking.
Q. I’m a Fitness member and would like to try tennis or padel. What should I do?
A. You should see the membership team who can discuss the options available to you.
3. All courses are available for booking once published on the timetable except for All Stars which is subject to a Priority Booking window.
Q. How long in advance can I book a course?
A. It depends on the course and at the point it is published on the timetable for booking.
Q. What is a Priority Booking window?
A. Booking for All Stars courses is subject to a Priority Booking window which is a period exclusively for current child participants to renew for a following year’s term. Booking will open up to any other children at the end of this period. These dates will be advertised in club.
Q. Can my child book on Tennis or Padel All Stars even if I am not a racquets member?
A. Yes. We want to encourage children to learn and participate in all of the club products so they are all effectively full racquets members.
4. Fitness members can book classes and Full/Racquets members can book classes and courts on the day at any David Lloyd Club* if spaces are available.
Q. Does this include clubs outside of Spain?
A. Yes, your membership allows you to access and book on the day at all clubs with the exception of David Lloyd Hampton, the Harbour clubs in the UK and Brussels.
5. Vantage Fitness members can book classes and Vantage Full/Racquets members can book classes and courts up to 9 days in advance online at any David Lloyd Club* or 8 days in advance via reception.
Q. What is a Vantage member?
A. Vantage is a membership category that includes advanced booking rights at other clubs as one of its benefits.
Q. How do I become a Vantage member?
A. Ask one of the membership team to upgrade your membership.
*Excluding Harbour Clubs, David Lloyd Hampton and Brussels.
6. Booking rights follow peak and off-peak membership access rights.
Q. What is the latest time I can make a booking for as an off-peak member?
A. The last time you can make a booking is at the latest your membership will permit entry to the club. So if the last entry time is 12pm during the week for example then the last booking is 12pm.
Q. What is the earliest time I can make a booking for as an off-peak member?
A. The earliest time you can make a booking is at the earliest your membership will permit entry to the club. So if the first entry time is 5pm at the weekend for example then the first booking is 5pm. During the week this will usually be when the club opens.
Q. Can my child take part in DL Kids or All Stars sessions that are at peak times if I am an off-peak member?
A. Children’s booking rights and usage are not restricted so we will allow you in to accompany, supervise and sign in & out your child during their activities. This does not permit you to use the facilities.
Q. Can I book onto a class or court at a peak time if I am an off peak member and enter the club before 12pm?
A. No. You will not be able to book any class at a peak time. If you wish to secure a place you will need to upgrade. See one of the membership team for more information.
7. Tennis court bookings for singles can be made for 60 minutes and doubles bookings are permitted for 60 or 90 minutes. Padel courts can be booked for 30 minutes for singles and 60 minutes for doubles.
Q. Why is there a difference between singles & doubles?
A. Due to the nature of the game. One hour for singles is generally long enough for most players and we want to present the maximum amount of court time for members to book and play.
8. Members can make one booking in advance per day, per sport. Subject to availability, additional bookings are permitted within 24 hours of the booking start time.
Q. Why can I only make one booking in advance per day?
A. Our aim is to allow more members to play more often, keep wasted court time to a minimum and to maximise the number of potential bookings in a day.
9. Bookings require the names of all players. If players’ names are not available at the time of booking, the booking will be held provisionally. To confirm the court booking players names must be provided 24 hours prior to the booking start time or the court will be released. Amendments to players’ names can be made at any time prior to booking start time.
Q. Why do I have to give the names at all?
A. For a number of reasons. Importantly we want to protect your membership and ensure that only Full/racquets members are playing. We also need to allocate the correct playing duration. Knowing who is on court and when is important for planning and communication.
Q. What if I actually don’t know their full name or surname?
A. You will need to ask them.
Q. How can I search for members?
A. There will be search functionality available so you can search by first name, last name and membership number.
Q. What happens if I don’t know the names when I make the booking?
A. The booking will be provisional until the names have been provided. You must do this at least 24 hours before the booking start time or you will lose the booking. We will send you an email if this is the case so you have a chance to re-book.
Q. What happens if the players change?
A. You must go online and change the names or inform reception prior to the start of the booking.
Q. What’s the latest point at which I can add or change the names?
A. Up to the start time of your booking.
Q. What happens if I want to change from a singles game to a doubles game or vice versa, can I just add or delete more names – what will happen to the time allocation?
A. You will need to cancel this booking and re-book.
10. Courts for private tennis lessons can be booked by the coach or at reception.
11. Classes and courts can be booked for any person connected with your membership package.
Q. Can I make a booking at reception for my friend?
A. You can only book for yourself and any other members linked to your membership. Your friend must make their own booking.
12. Bookings for junior members under 14 years of age can only be made by an adult (parent or guardian). Any adult linked to a child’s membership may make the booking.
Q. What if the adult is not a racquet member?
A. That doesn’t matter. They are only making the booking for the junior member.
Q. What if the child booking wants to play with their parent who is not a racquet member?
A. The parent would book the court on behalf of the child and name any other Full or junior member as the additional player but would not be eligible to play themselves unless they became a Full member.
13. Certain classes are restricted by age group. Junior members can only be booked onto a class that is appropriate for their age.
Q. What is the minimum age for Group Exercise classes?
A. The majority of our classes are open to 14+ years, however we would advise a Group Exercise Welcome is booked to discuss classes that are appropriate for this age group. Certain classes are also available for juniors aged from 12 years. Please check the timetable online or on the mobile app for more information.
14. Members can choose to pay at time of booking by credit card or pay via their account/cashless. Refunds will only apply if 24 hours notice of cancellation is given for the class or court booking time or before the first instance of a course.
Q. Why can’t I get a refund once the class or course has started?
A. There is a limit to the number of members that can take part in a class or course. Once the class or course has started we are unable to re-sell to another member. We need a commitment from the member booking to ensure that it can be delivered as planned.
Q. What is the difference between a class and a course?
A. A class is a single session that you book and pay for. A course consists of a number of sessions. For example, you book and pay once and may go on 4 consecutive weeks.
Q. What if I am unable to attend for a reason outside of my control?
A. If we have 24 hours notice before the start of a class or the first session of a course then you are entitled to a refund. If less than 24 hours notice is given then no refund applies. The policy needs to be fair and consistently applied.
15. If a Tennis or Padel booking is not used or is cancelled with less than 24 hours advance notice, a no-show/late cancellation fee will apply. A ‘late cancellation notification’ will also be applied to the booker unless the court is re-booked.
Q. Why do we have late cancellation policy?
A. Classes and courts that are pre-booked yet remain unused are a major frustration to those members that were unable to book and participate and then see spaces available. One of the aims of our policy is in the interest of all members to maximise the opportunities to participate and by reducing the high volume of no shows and late cancellations more members will be able to take part.
Q. Why 24 hours notice?
A. To allow enough time for another member to book.
Q. How much is the fee?
A. The charge is €22.50 for each court booking.
Q. What is the point of cancelling within 24 hours if I’m going to get a late cancellation?
A. To give opportunities for other members to book on and for court bookings, should another member book the court after you have cancelled the notification will not apply.
Q. How will you know if I have arrived at the club or not?
A. You need to ensure you use your membership card at the security turnstiles at reception. This is important as if we do not have this ‘check in’ in it will appear as a late cancellation. It is also important that you use the correct membership card.
Q. What if I, the booker, have arrived on time but my opponent has not?
A. You must inform reception. If the court is rebooked then a late cancellation will not apply. Alternatively, if you find another member in the club who wants to play then inform reception of the name change.
Q. What if only one person in my doubles game has not turned up?
A. For a doubles games, a late cancellation will only apply if only two players have arrived (one being the member who booked the court). After which the court is made available for other members to book, or you must advise us that you wish to play singles. If 3 players “check in” then the booking can remain as a doubles without any notification or fee.
Q. How will I be notified that I have received a late cancellation?
A. Providing you have supplied an up-to-date email address then you will receive an email for each one you receive and also an email to notify you that your booking rights have been temporarily suspended should you incur multiple late cancellations within a certain amount of time. You will be able to see the quantity and details of any late cancellations through the online booking system via the David Lloyd Member’s Lounge.
Q. What happens if the club or coach cancels the class with less than 24 hours notice?
A. The club will inform you and a late cancellation will not apply.
Q. As the booker, why should I be penalised with the late cancellation if it my partner or opponent who has not turned up?
A. As the booker, you are fully accountable for the booking. As it is possible to book courts and add any players to the booking it would be possible for incorrect members to be used and late cancellations to be issued without the other player’s knowledge.
Q. As the booker, do I have to pay the fine or does my partner who has not turned up?
A. Although you would receive the late cancellation notification, if you inform reception at the time, they would be able to enter the charge against the player(s) who did not turn up.
Q. I have received a ‘late cancellation/no-show notification. How has this happened?
A. If you receive a late cancellation then you must have cancelled your booking with less than 24 hours notice. For a no-show then it may be that you haven’t ‘swiped in’ or used the correct membership card to access the club before the session start time. It is also possible that we have noticed that you have entered the club in time but not participated in the session you booked.
Q. I have received a ‘late cancellation’ and I have a question who do I contact?
A. If you have any questions please contact reception or direct your query by email to the attention of the Sports Manager. See reception or the website for club specific contact details. The club should respond to your request within as soon as possible.
Q. What if the booking system is down or the club security gates are not working?
A. If the booking system is down we will ensure that no inappropriate late cancellations will be recorded. If the security gates are not working you must check in with reception.
16. Three late cancellations or no-shows in any 90 day period will result in the loss of advanced court booking rights for 1 month.
Q. Why over a 90 day period why not 60 days for example?
A. The rule is to encourage members to participate or to cancel with enough time to allow other members to book and join in. 3 times over 90 days is 1 per month which we feel is appropriate.
Q. Does that mean I can’t attend my course if I have lost my advanced booking rights?
A. You may still attend any courses you are currently booked on.
Q. What if the late cancellation was not my fault?
A. As the person booking we are asking you to take responsibility for that booking. The rule is set to 3 late cancellations before the withdrawal of your advanced booking rights to allow for this type of eventuality.
Q. Does this mean I can’t play racquet sports for a month?
A. No. It means you cannot book in advance. You can be an additional player or join on courses and classes.
Q. What if this was in a tennis competition & I don’t know the opponent?
A. In this instance a late cancellation will not apply. Please ensure you inform reception if your competition opponent hasn’t turned up. The fee will be added to your opponents account.
Q. It is not possible for me to share the booking responsibility as I am the only member of our doubles tennis group who is available to make the booking at 8am.Why should I be at risk of a late cancellation each time?
A. If you play with a regular group then you should encourage them not to let you down. If your booking rights are suspended then you can still play if another one of your group makes the booking. As courts are available to book from 9 days online the 8am window may not be as pivotal to securing your preferred court and/or time.
17. If you arrive after the scheduled start time of a class, the instructor reserves the right to deny entry if deemed unsafe and another member may take your place.
Q. Why can’t I join in if I’m late and there are spaces available?
A. There are certain classes due that due to the nature of the activity would be unsafe for you to take part in if joined late. To ensure a duty of care to our members we will not allow them to participate if the instructor believes this could present a health & safety risk.
Q. I’ve turned up a few minutes late and someone has taken my space and there are no other spaces available. Why don’t I have priority?
A. If you turn up at or before the scheduled start time of the session you will have priority over any member who has not booked. If not, then we may offer your space up to another member waiting. It may be unsafe for this member to join in at a later point after waiting to see if the original booker is going to turn up.
18. If a racquets court is empty 10 minutes after a booking start time, the court may be released for use by other members.
Q. Why 10 minutes, what if I arrive 12 minutes past for example?
A. We realise that we need to accommodate the fact that, on occasions, members will be running late. The current policy is 10 minutes. We need to strictly apply the rule to ensure we do not lose court time that could be made available to other members.
Q. Who is it released to – what if there is no one on the court after the 10 minutes?
A. It will be released for other members to book. If the court has not been rebooked by another member then the member can rebook but the late cancellation will apply.
Q. I have seen a court is free and I would like to play on it. What should I do?
A. You must see reception who will check if the original booker is more than 10 minutes late. If this is the case then they will be able to remove the original details and book you on instead. If you simply walk on court without contacting reception then priority will go to the original booker if they turn up.
19. Member guests can participate in classes if spaces are available at the time of the session. The guest will need to have a valid guest pass to access the club. Guests can be named as an additional player on a court booking.
Q. What’s the difference between a ‘guest’ pass and a ‘social guest’ pass?
A. With a ‘guest pass’ you are able to use all areas of the club whereas a ‘social guest’ can only use the club social areas.
Q. How do I get a guest pass?
A. Please see reception who will inform you about the guest pass policy.
Q. Can I guarantee my guest a space on the class?
A. No. Members take priority so we can’t guarantee they will be able to participate but if the session is not fully booked then a guest can gladly take part.
Q. For tennis and/or padel do I have to give the name of my guest at the time of booking?
A. No but we do request a name and preferably email address of the guest before the booking time. Online you can click on ‘Other Players’ to enter this detail.
Q. My guest will not be able to ‘swipe’ into the club as they don’t have a membership card. Will I receive a late cancellation?
A. No. You will not receive a late cancellation for bookings with genuine guests as additional players. This is why we ask for your guest’s full name and email address to link to your booking. You will still however be fined if you or your guest does not turn up or cancels a court within 24 hours.
Q. What is stopping me from adding a guest each time instead of additional players to avoid no-show notifications?
A. The club team will cross reference the guests who have signed in each day with the guest bookings on the system and may charge a no-show/late cancellation fees if bookings turn out to be dishonest.
20. Clubs reserve the right to pre book courts and restrict bookings made by junior members.
Q. Why do clubs pre book courts?
A. To provide group coaching, maintenance, tennis events, competitions and social events.v
Q. Why are juniors restricted and at what times are the restrictions?
A. We want to encourage junior members to play tennis regularly however we acknowledge that clubs during busy periods may need to prioritise adult members who pay significantly more for their membership. If there are any restrictions these will be set by the club, kept to a minimum and details will be available from reception.
21. Clubs may have designated non bookable ‘walk on courts’. To play on a ‘walk on court’ you must register your interest in person at reception 15 minutes before the start time.
Q. How do I know if my club has a walk on court?
A. Ask at the club reception.
Q. Why keep a ‘walk on’ court and not just have it available for booking?
A. To allow members who are not able to organise their game in advance the opportunity of playing.
22. If a Fitness member is found to be on court playing Tennis or Padel then booking rights for everyone on their membership will be lost for one month.
Q. What happens if this behaviour continues to be the case?
A. They may have their membership revoked.
23. If you do not turn up to a class booking or cancel a class that becomes full and the space is not rebooked by another member, a ‘no show’ or ‘cancellation’ notification will apply.
Q. Why do we have cancellation policy?
A. Classes that are fully booked in advance yet have spaces that remain unused are a major frustration to those members that were unable to book and participate. One of the aims of our policy is in the interest of all members to maximise the opportunities to participate. We want to encourage members to cancel as early as possible and also not penalise those whose space has been reused by someone else. Therefore, if you find out an hour before that you can’t attend, you have an incentive to cancel; there is still a chance other members are waiting to take your spot.
Q. When is the latest time I can cancel without risk of receiving a cancellation notification?
A. There is now no time threshold. For many classes that do not reach capacity, you could cancel at any point without impact. For our busiest classes, you can also cancel at any time and you will only receive the cancellation notification if your space ends up wasted. Therefore, the earlier you cancel, the more members we can notify and the greater the likelihood of your space is of being re-booked.
Q. Why are cancellation notifications only applied to full classes?
A. If a class does not become full, there is always space for other members to book so the fact that a member cancels has not affected anyone else. We don’t want to penalise anyone unnecessarily so we will only award a cancellation notification if another member has missed a chance to book the space as a result. This means we will only apply cancellation notifications to classes that hit maximum occupancy.
Q. How do you know whose space has been booked by whom?
A. If 2 people cancel on a class that was full and only one member re-books, we will only apply the cancellation notification to the member who cancelled last. This should incentivise early cancellation on the occasions members can no longer attend.
Q. My class is never full. Why should I book?
A. Booking gives you a guaranteed space and it enables us to communicate with you about any changes to your class. From our perspective, it allows us to plan the session if we know the numbers in advance and more generally, the booking data helps us programme the wider timetable more effectively.
Q. Do ‘no-shows’ apply to classes that do not get full?
A. Yes, we want to encourage behaviour that is respectful of other members so we will always apply a no-show if you don’t attend and don’t cancel regardless of how busy the class is. For many classes our instructors plan their sessions based on the numbers who have booked and having accurate booking data also helps us programme our timetable more effectively.
Q. Could I receive a cancellation notification even if I cancel 8 days before the class?
A. Theoretically, although it is highly unlikely that such busy classes do not get re-booked with such advanced notice. Classes that are so popular have a number of members subscribed to alerts. The earlier a cancellation, the greater the probability is that it will be reused.
Q. What is the point of cancelling a class if I know that it has been fully booked and therefore I run the risk of getting a cancellation notification anyway?
A. The earlier you cancel a class, the greater the chance that another member can book your cancelled space. We notify members as soon as spaces become available via the ‘Alert Me’ feature on the mobile app. This will only work if members cancel when they know they cannot attend, so if you know that you cannot attend a class, cancel as early as possible to allow other members the best possible chance of rebooking the space.
Q. How will you know if I have arrived and/or attended?
A. You need to ensure you use your membership card at the security turnstiles at reception. This is important as if we do not have this ‘check in’ in it will appear as a ‘no show’. It is also important that you use the correct membership card. Registers are also kept by our instructors and no-shows will be applied to members who are on the list who do not turn up.
Q. If a member cancels, how are other members informed that spaces are available?
A. Members can choose to be alerted if classes are full by turning on the ‘Alert Me’ function on the mobile app for each individual class. These members will be notified by push notification if a space becomes available in order of when they turned this on. Therefore, the member at the top of the list, first to turn alert me on, will receive the notification before anyone else and then the next member and so on at 2/3 minute intervals. Therefore, the person at the top of the list has a better notice and chance of booking the new space than the member 4th on the list and the situation where all four members are alerted and three miss out is avoided.
Q. Why can’t this automatically book the space for me?
A. We want to ensure that the numbers of no-shows are kept to a minimum in the interest of all members. Therefore, we need you to confirm that you want to attend by booking the new space when you have been alerted that it has become available. This alert may only arrive a few minutes before the class and if we were to automatically book you in, you may have made other plans by then and would therefore be a no-show.
Q. How will I be notified that I have received a cancellation or no show?
A. Providing you have supplied an up-to-date email address then you will receive an email for each. You will be able to see the quantity and details of any cancellations and no shows through the online booking system via the David Lloyd Member’s Area. We will also send you a push notification or pop up through the mobile app.
Q. I have received a ‘cancellation/no-show notification’. How has this happened?
A. If you receive a cancellation notification then you must have cancelled your booking for a full class and the space was not rebooked by another member. For a no-show then it may be that you haven’t ‘swiped in’ or used the correct membership card to access the club before the session start time. It is also possible that we have noticed that you have entered the club in time but not participated in the session you booked.
Q. I have received a ‘cancellation/no show’ and I have a question who do I contact?
A. If you have any questions please contact reception or direct your query by email to the attention of the Fitness Manager. See reception or the website for club specific contact details. The club should respond to your request within 48 hours.