REOPENING FAQs


Frequently Asked Questions (FAQs)

  • Aquatics
  • Café
  • Complete Athlete
  • Group Fitness
  • Kids Corner
  • Kid Zone
  • Locker Rooms
  • Massage
  • Membership & Health Coaches
  • Personal Training
  • Ping Pong
  • Private Lessons
  • Pro Shop
  • Racquetball
  • Service Desk
  • Tennis
Aquatics

Q: Will the pools be open?

A: Yes, the pools will be open, with some restrictions. The lap pool will be open, however we are only allowing 3 people per lane, for a maximum of 21 people in the lap pool at any given time. If there are 3 people in a lane, 1 person should be at one end, while the other two are at the other end of the pool, maintaining social distance. The therapy pool will be available for open swim, however, we are only allowing 25 people in the therapy pool so that we can maintain 6 feet of social distance at all times. The resistance pool is currently closed.

Q: Are we required to wear masks in the pool area?

A: Yes, we do require wearing masks prior to getting in and getting out of the pools, however, we do not recommend wearing masks in the water, as a wet mask is ineffective and can become a drowning hazard. This is why it is important to social distance while in the pools. 

Q: Will group lessons, swim team, or private lessons be available? 

A: Private lessons will be available to both members (and non-members). Group Swim Lessons and Swim Team are also available to members and non-members. 

Q: Will aquatic personal training be available?

A:  Yes, aquatic personal training is now available for members (and non-members) of all ages.

Q: Will aquatic group fitness classes be available?

A: Aquatic Group Fitness classes are available on a sign-up basis. Please visit the Ascension Genesys Health Club website and click on the Aquatics Pool Schedule Banner to view our pool schedule.

Q: Is open swim (in the therapy pool) available to members age 13 & up? 

A: Yes, open swim (in the therapy pool) for members age 13 & up will be available whenever the gym is open EXCEPT during swim lessons.

Q: Are lanes available (in the fitness pool) to members age 13 & up? 

A: Yes, lanes are available (in the fitness pool) to members age 13 & up. However, please note that lanes may be reduced by the following: group fitness classes, private swim lessons, and/or aquatic personal training.   

Q: Is open swim (in the therapy pool) available to children 12 and younger?

A: Yes, beginning March 1, 2021 children 12 and younger will be allowed access to the therapy pool during open swim hours (see below). Due to capacity limitations and the need to properly social distance, we will be limiting the hours in which children are allowed access to open swim, as well as the amount of time in which they can be checked in with the lifeguard.

New “Open Swim” hours for children will be:

Mon/Wed/Fri: 3:00 p.m.—8:00 p.m.

Tues/Thurs: 3:00 p.m.—5:00 p.m.

Saturday: 1:00 p.m.—8:00 p.m.

Sunday: 7:00 a.m.—8:00 p.m.

Children WILL NOT be allowed in the pool(s) outside of these hours UNLESS in a lesson or a program.

Q: Why are there no towels available?

A:  In order to minimize commonly touched items/surfaces, we have suspended towel service until further notice. 

Q: When the pool reopens, how do you plan to keep the area safe for members?

A: We already have stringent cleaning procedures for the pool area, however, we will be staffing more people throughout the day so that we are able to clean and disinfect areas of the pool and equipment more frequently. We have also mounted two Purell wipe dispensers on the pool deck, so that members are able to disinfect their own equipment.  

Q: My arthritis package expired at the end of May. Can my expiration date be extended?

A: Yes. We have extended all current arthritis packages to May 31, 2021 due to club closure and the inability to use visits during the initial phase of reopening.  

Q: I’ve used all of my arthritis visits. Can I purchase another package?  

A: Yes, we are allowing non-members to purchase arthritis packages.

Q: I have a FREE Arthritis pass. Can I use it?

A: No. At this time, we are not honoring any free passes to the club. 

Q: Who can I contact for additional information and/or questions? 

A: Please feel free to contact Aquatics Manager and Swim Lesson Coordinator, Jessica Haney at 810-606-7817 or via email at jessica.haney@ascension.org.

Café

Q: Is the Café open?

A: No, the Café is currently closed. 

Q: Who can I contact for additional information and/or questions?

A: Please feel free to contact Genesys Conference & Banquet Center General Manager, Collene Eller at 810-606-7447 or via email at celler@epochcatering.com.

Complete Athlete

Q: Will the Complete Athlete area be open?

A:  Yes. Complete Athlete area will be available when we reopen, however, there will be a limit of 6 members allowed in the area at one time.

Q: Who can I contact for additional information and/or questions? 

A: Please feel free to contact Personal Fitness Manager, Jen Colombo at 810-606-7526 or via email at jennifer.colombo@ascension.org.

Group Fitness

Q: Will group fitness classes be available?

A: Group Fitness Classes are available. Register for classes via Group Fitness Schedule Banner.

Q: Why do group fitness classes have a limited number of members who can attend?

A: We are limiting members so that we can maintain proper social distancing and manage usage and cleaning of all equipment. 

Q: How do I sign up for classes?

A: Members will be able to sign up for classes using Group Ex Pro on the Ascension Genesys Health Club website under the Group Fitness Schedule Banner.

Q: How many people will be allowed to attend group fitness classes in person?

A: Studio 1: 30, Studio 2: 20, Studio 3: 25

Q: Where is the schedule for group fitness classes?

A: The reduced and modified fitness schedule will continue to be available on the Ascension Genesys Health Club website under the Group Fitness Schedule banner and on your mobile device with the Group Ex Pro schedule. 

Q: What steps will you take to maintain cleanliness in the group fitness classes?

A: We will be reducing the amount of equipment that we typically use in each class, and equipment will be thoroughly disinfected before and after every class. We will also be managing and monitoring entrance/exit pathways to minimize social contact and waiting areas. In addition to these efforts we will continue to provide gym wipes and hand sanitizer so that members may clean and disinfect their hands before, during, and after class.

Q: Who can I contact for additional information and/or questions? 

A: Please feel free to contact Group Fitness Manager, Amanda Moran at 810-606-7542 or via email at amanda.moran@ascension.org.

Kids Corner

Q: Is Kids Corner open?

A: No. Kids Corner is temporarily closed at this time. 

Q: When will Kids Corner reopen?

A: Kids Corner will reopen in a future phase of reopening.  

Q: Since Kids Corner is not currently open, will I be charged for my Kids Corner Unlimited Childcare fee?

A: No. We will not be charging Kids Corner Unlimited Childcare fees while Kids Corner is closed.

Q: Who can I contact for additional information and/or questions regarding Kids Corner? 

A: Please feel free to contact Programs Manager, Jackie Colpean at 810-606-7518 or via email at jackie.colpean@ascension-external.org.

Kid Zone

Q: Can my child attend Kid Zone? 

A: No, Kid Zone is not currently available.

Q: When will Kid Zone reopen?

A: Kid Zone will be open when it is appropriate and safe to do so.

Q: Who can I contact for additional information and/or questions? 

A: Please feel free to contact Programs Manager, Jackie Colpean at 810-606-7518 or via email at jackie.colpean@ascension-external.org.

Locker Rooms

Q: Will the Locker Rooms be open?

A: Yes. The Men’s, Women’s, and Family Locker Rooms will be open.

Q: Will the Men’s & Women’s Locker Room remain open ½ hour after the club closes?

A: Yes.

Q: Will Locker Room amenities be available?

A: Shampoo and body soap will be available along with the coat room for member use. Towels, shoe shine, and vanity amenities such as lotion, Q- tips, etc. are NOT available at this time.

Q: Will the showers be available?

A: Yes, the shower stalls will be available for use. However, in order to minimize commonly touched items/surfaces, we have suspended towel service until further notice.

Q: Why are there no towels available?

A:  In order to minimize commonly touched items/surfaces, we have suspended towel service until further notice. 

Q: Are the Saunas, Whirlpools, and Cold Plunges open?

A: Yes, Ascension Genesys Health Club has been in contact with the Michigan Health Department and these areas have been approved to open.

Q: Will the shoe shine be available?

A: No. The shoe shine will not be available during phase one.

Q: What precautions will the staff take in keeping the Locker Rooms safe?

A: We will have more dedicated cleaning staff, we are requiring people to maintain a social distance of at least 6 feet, and we will have wipes available for wiping down the lockers before and after use.

Q: Who can I contact for additional information and/or questions? 

A: Please feel free to contact Environmental Specialist, Keith Schoepke at 810-606-7689 or via email at keith.schoepke@ascension.org.

Massage

Q: Are massage services available?

A: Yes, massage services are available in phase one.

Q: When can I get a massage?  

A: Massage services are available by appointment only, please contact Programs Manager, Jackie Colpean at 810-606-7518 or via email at jackie.colpean@ascension-external.org to schedule your appointment or for additional information and/or questions.

Membership & Health Coaches

Q: What will Membership Service office hours be when the club reopens?

A: The Membership Services office will be open: 

Monday: 8 a.m. – 5 p.m.

Tuesday: 8 a.m. – 5 p.m.

Wednesday: 8 a.m. – 6 p.m.

Thursday: 8 a.m. – 5 p.m.

Friday: 8 a.m. – 5 p.m.

Saturday: Closed

Sunday: Closed

Member representatives may only assist one person/couple at a time, and everyone will be required to wear a mask. Waiting area will be located in the Lobby and members/walk-ins will be called into the office. Membership changes can also be made by either calling Membership Services at 810-606-7519 or emailing AGHCmembership@ascension.org.

Q: Will Parkinson’s “class only” members be allowed access to the club? 

A: Yes. Our Parkinson’s program has resumed and “class only” members are allowed access to the club. Please contact Programs Manager, Jackie Colpean at 810-606-7518 or via email at jackie.colpean@ascension-external.org regarding any questions you might have regarding our Parkinson’s program.

Q: Will there be reserved hours for the senior population?

A: No, senior members with unlimited access to the club may visit the club any time the club is open.

Q: When will Senior Limited members be able to access the club?

A: Senior Limited members will be allowed to utilize the club per their standard membership guidelines; Monday thru Friday 10 am – 3 pm. 

Q: Will Senior Limited members be able to visit the club outside of their standard hours (Monday thru Friday 10 am – 3 pm)? 

A: Yes, Senior Limited Members may come in outside of their standard membership hours if they pay a $10 fee.

Q: I am not ready to return to the gym. How do I freeze my membership?

A: You will need to contact the Membership Services at 810-606-7519 or via email at AGHCmembership@ascension.org to freeze your account. The waiving of freeze fees was extended thru December 31, 2020.* Freeze fees will be charged starting January 1, 2021.

*If members freeze their account, the change will be effective on the 1st of the following month and the member will be responsible for dues for that month.

Q: Is the 6 month maximum freeze being waived this year?

A: Yes, both the 6 month maximum and the minimum 2 month freeze have been waived for this year.

Q: What if my membership was frozen at the time of the club closure?

A: Your membership account will reactivate automatically based on the reactivation date stated on the freeze form you submitted. If you have any questions or want to confirm, please contact Membership Services at 810-606-7519 or via email at AGHCmembership@ascension.org.

Q: When will I see a March credit on my statement?

A: Ascension Genesys Health Club will begin the crediting process for March (3/14-3/31), once the club reopens. These credit(s) will be placed on your Ascension Genesys Health Club account and can be applied toward future dues and/or charges. Please note: If you are on freeze, the March credit can only be applied after your membership reactivates.

Q: Will membership dues be adjusted due to reduction in services/amenities?

A: Yes, membership dues will be temporarily discounted. Active members will automatically have dues applied to all accounts at a reduced rate. Moving forward, membership discounts will be adjusted accordingly. April dues will be discounted 10%. 

Q: When can I access the Member Portal?

A: The Member Portal was reactivated when the club reopened on September 14, 2020. If you have trouble accessing, please contract Membership Services at 810-606-7519 or via email at AGHCmembership@ascension.org.

Q: When will I receive my monthly statement?

A: Statements will be emailed or mailed to members on the 4th day of the month.

Q: When will I be charged for my dues and/or purchases on my account?

A: Bank draft and credit card automatic payments will be withdrawn on the fifth business day after the 1st of the month. Please ensure that appropriate funds are available during that time for payment on your account. Please access the Member Portal by the 24th of the month to ensure your payment has been processed. If payment is declined for any reason your account will reflect a balance due.

Q: Will contract end dates be extended for the length of the closure?

A: Yes, contract end dates will be extended for the length of the closure. These memberships will be activated when the club reopens and dates will be adjusted accordingly (this may take a couple of weeks after reopening).  If membership is on hold/freeze past the reopen date, that will be taken into account when the end date is adjusted.  Contract members are expected to fulfill the contract requirement of 12 full months of paid Primary membership dues. Any changes to the membership need to be made by contacting Membership Services at 810-606-7519 or emailing AGHCmembership@ascension.org. 

Q: I paid a Year-in-Advance — will my end date automatically be adjusted to account for the closure?

A: Yes, these membership end dates will be adjusted to reflect the club closure period. These memberships will be activated when the club reopens and will be adjusted accordingly (this may take a couple of weeks to complete after reopening). If membership is on hold past the club reopening date that will be taken into account when the end date is adjusted. Any changes to the membership need to be made by contacting Membership Services at 810-606-7519 or emailing AGHCmembership@ascension.org.

Q: I’m a contract member. If I cancel now, will I have to pay a cancellation fee?

A: Yes, contract members are expected to fulfill the requirements of the contract which is 12 full months of active paid Primary membership dues. Contract dates will be extended to adjust for the club closure period when the club reopens. If contract memberships are cancelled prior to completion of the full 12 months primary membership, the cancellation fee and any outstanding balance must be paid. Any questions or changes to the membership need to be made by contacting Membership Services at 810-606-7519 or emailing AGHCmembership@ascension.org. 

Q: I’m a member on freeze, will I still be able to come in and use the club?

A: Yes, members on hold can now come in and use the club by paying the $15 fee.

Q: Are Electronic Guest Passes (e-passes) being accepted?

A: No, Electronic Guest Passes (e-passes) are not being accepted at this time.

Q: I have a Prize or Seize the Deal membership – how will this membership be handled?

A: These memberships will be honored for the duration that remained on the membership as of the club closure date. The membership will be activated when we reopen and the end date will be adjusted to reflect the club closure period. 

Q: I had a Temporary or Medical membership – how will this membership be handled?

A: Members can start these memberships back up and complete the time that remained at club closure. For additional questions or to restart your membership, contact Membership Services by calling 810-606-7519 or emailing AGHCmembership@ascension.org.

 Q: What about Corporate/Trade agreements memberships?

A: They will go on as before until they expire. These will become active when the club reopens.

Q: When will I be able to bring new guests to the club?

A: At this point, we do not have a definitive date as to when guests will be allowed into the club. We hope that the club will be able to open at full capacity in the upcoming weeks, and more people will be allowed in the club, including guests. 

Q:  Is the club allowing tours of the facility for prospective members? Are people allowed to become members at this time? 

A: Tours and new memberships will be accepted. Walk-in’s will be allowed, however, there will only be one to two adults allowed with a Membership Rep at one time and masks must be worn. People will be required to wait in Lobby until they are called into the office by a Membership Rep. The sale of new packages is not allowed during the initial reopening phase. However, temporary and Medical Memberships are allowed. No guest passes 7-day Trials will be given to ‘try out’ the club before joining. Please contact Membership Services at 810-606-7519 or email at AGHCmembership@ascension.org to set up an appointment.

Q: Will there still be a Lost & Found?

A: Yes. Lost & Found policies will remain as they were prior to closure. 

Q: Who can I contact for additional information and/or questions? 

A: Please feel free to contact Membership Services at 810-606-7519 or via email at AGHCmembership@ascension.org.

Personal Training

Q: Will personal training be available? 

A: Yes. Personal training will be available but larger training groups (4+ clients) will be limited due to social distance practices.

Q: Will personal trainers adhere to all CDC Guidelines?

A: Yes, all Ascension Genesys Health Club employees will adhere to all safe practices and we expect our members to do the same. 

Q: Why are some of the weight machines/cardiovascular equipment roped off?

A: To adhere to the CDC guidelines on social distancing we must enforce the 6 foot rule. 

Q: Should I clean my equipment when I see staff cleaning equipment?

A: Yes. Members are required to clean all equipment before and after use with Purell wipes (located throughout the club). In addition, staff members will be continuously disinfecting equipment with hospital-grade products throughout the day.

Q: Do members have to wear a mask?

A: Face masks/covering MUST be worn at all times within the club, with the exception of swimming in the pool. This is subject to change per state mandates.

Q: I can’t find some small exercise equipment around the club?

A: Various cloth, soft foam, and/or porous exercise equipment pieces have been removed from general use at this time. We will reassess potential member usage during each phase of reopening.

Q: Who can I contact for additional information and/or questions? 

A: Please feel free to contact Personal Fitness Manager, Jen Colombo at 810-606-7526 or via email at jennifer.colombo@ascension.org.

Ping Pong

Q: Will Ping Pong be available?

A: No, Ping Pong is (closed) unavailable at this time. 

Q: Who can I contact for additional information and/or questions? 

A: Please feel free to contact Programs Manager, Jackie Colpean at 810-606-7518 or via email at jackie.colpean@ascension-external.org.

Private Lessons

Q: Are golf private lessons available?

A: Yes, golf private lessons will be available. Please contact the Programs Manager, Jackie Colpean at 810-606-7518 or via email at jackie.colpean@ascension-external.org for more information. 

Q: Are basketball private lessons available? 

A: Yes, basketball private lessons will be available. Please contact the Programs Manager, Jackie Colpean at 810-606-7518 or via email at jackie.colpean@ascension-external.org for more information. 

Q: Are volleyball private lessons available?

A: Yes, volleyball private lessons will be available. Please contact the Programs Manager, Jackie Colpean at 810-606-7518 or via email at jackie.colpean@ascension-external.org for more information.

Q: Who can I contact for additional information and/or questions? 

A: Please feel free to contact Programs Manager, Jackie Colpean at 810-606-7518 or via email at jackie.colpean@ascension-external.org.

Pro Shop

Q: Will the Pro Shop be open?

A: Yes, the Pro Shop as well as the Fitting Room will be open during our initial phase of reopening. We ask that only 2 shoppers be in the Pro Shop at any given time to limit capacity and masks are encouraged while shopping.

Q: Who can I contact for additional information and/or questions? 

A: Please feel free to contact Pro Shop Manager, Elizabeth McCormick at 810-606-7553 or via email at elizabeth.mccormick@ascension.org.

Racquetball

Q: Will the racquetball courts be available?

A: Yes, the racquetball courts will be open but we will not have raquets or balls available to check out at the Service Desk at this time.

Q: Who can I contact for additional information and/or questions? 

A: Please feel free to contact Programs Manager, Jackie Colpean at 810-606-7518 or via email at jackie.colpean@ascension-external.org.

Service Desk

Q: What can I expect upon entering the club? 

A: For the safety of our members we will be implementing various new procedures at the club’s entry. When scanning in, please maintain a social distance of 6 feet. Members will be screened at the check-in table set up in the main lobby or at the Service Desk prior to entering the club. We ask for your patience and cooperation in allowing our staff to do their job(s) in an effort to keep you and our other members safe.

Q: Why do I need to scan out now?

A: Per state mandates, we must now keep an accurate record of how many members/employees are in the club. Currently we are limited to 25% of our maximum occupancy at any given time. 

Q: Why can I not borrow a lock (or any other equipment) from the service desk?

A: To reduce the amount of “touch points” we are limiting the number of shared items. We will not be allowing members to borrow locks from the service desk.  

Q: Who can I contact for additional information and/or questions? 

A: Please feel free to contact Programs Manager, Jackie Colpean at 810-606-7518 or via email at jackie.colpean@ascension-external.org.

Tennis

Q: Class Registration/Sign Up – How do I register for a tennis or pickleball class?

A: There are two ways to register for classes. You may login to your Member Portal by visiting https://ascensiongenesyshealthclub.com or please feel free to contact Tennis Manager, Don Leavy at 810-606-7555 or via email at don.leavy@ascension.org. Please note: Payment must be made prior to the class start date.

Q: Can Non-Members sign up for private tennis/pickleball lessons or group programs? 

A: Yes, please contact Tennis Manager, Don Leavy at 810-606-7555 or via email at don.leavy@ascension.org for more information. 

Q: How do I reserve a tennis/pickleball court? 

A: Members may login to their Member Portal at https://ascensiongenesyshealthclub.com/ or contact our service desk at 810-606-7300 in order to reserve a court. 

Q: Are tennis/pickleball racquets/paddles and/or balls available for member use?             

A: No. Members are responsible for bringing their own equipment.  

Q: Do you offer tennis racquet restringing? 

A: Yes, at this time we are still offering racquet repair. Feel free to drop off your racquet to our Service Desk during normal business hours. Please allow at least 48 hours for repair. If you are uncertain as to the type of string you would like, a tennis racquet technician can/will contact you.

Q: Who can I contact for additional information and/or questions? 

A: Please feel free to contact Tennis Manager, Don Leavy at 810-606-7555 or via email at don.leavy@ascension.org.



Ascension Genesys Health Club is about what matters most – your health. Optimum health is a delicate balance between physical fitness, proper nutrition, and mental well-being. Whether you want to lose weight, train, improve your eating habits, or reduce stress, we want you to succeed and will be with you every step of the way.


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