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 two people per lane, unless members are from the same household. The therapy pool will be open to adult open swim only, and we are only allowing 12 people in the therapy pool so that we can maintain 6 feet social distance at all times. The resistance pool will be open with it’s usual occupancy of one person. 

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 or private lessons be available? 

A:  Group lessons and private lessons will not be available in our first phase of reopening. We will however offer private lessons to members who are at least 13 years of age beginning on Tuesday, September 22. We expect that group swim lessons will resume in our future phase(s) of reopening.  

Q: Will aquatic personal training be available?

A:  Aquatic personal training will be available for members who are at least 13 years of age in our first phase of reopening.  

Q: Will aquatic group fitness classes be available?

A:  Aquatic group fitness classes will not be available in our first phase of reopening. We will however begin adding in aquatic group fitness classes as of Monday, September 28. Class schedules can be found on our website under the Aquatics Pool Schedules tab and under the Senior Limited Schedule tab.

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 December 31, 2020 due to club closure and the inability to use visits during the initial phase of reopening. We will extend the expiration date if necessary.

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

A: No. At this time, we are not selling new 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: What are the Café Hours?

A:  Monday – Friday: 9:00 a.m. – 6:00 p.m.

     Saturday: 9:00 a.m. – 5:00 p.m.

     Sunday: Closed

Q: Will the Café offer their full menu?

A: No, during the first phase of reopening, only smoothies and limited cold menu items will be available “to go”.

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: 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 and Studio 2 will have a maximum of 15 people. Classes that are scheduled on the tennis courts (6, 7, or 8) will have a maximum of 30 people. Studio 3 will be closed through phase one. 

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 we will be thoroughly disinfecting all equipment 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 closed at this time but will be reopening on October 1st

Q: When will Kids Corner reopen?

A: Kids Corner will reopen on October 1st. 

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: Once reopened who can attend Kids Corner?

A: On October 1st Kids Corner will only be allowing children ages 4-12. 

Q: Do I need to make a reservation?

A: Reservations are not required at this time.

Q: Have Kids Corner hours changed? 

A: Yes, effective October 1st, Kids Corner hours will be:

      1. Monday-Friday: 8 a.m. – 6:30 p.m.
      2. Saturday: 8 a.m. – 3:30 p.m.
      3. Sunday: 8 a.m. – 1 p.m.

Q: Is there anything that I should be aware of before using Kids Corner? 

A: Yes, the following changes have been implemented:

      • 1.5 hour maximum
      • No snacks
      • Socks required
      • Masks required of all children

Q: Are face masks required for children attending Kids Corner? 

A: Yes, face masks must be worn at all times within the club.

Q: When will my Unlimited Childcare fees begin?

A: Unlimited Childcare will automatically become active on October 1, 2020. For those members in an Unlimited Childcare contract (as opposed to month-to-month Unlimited Childcare), your contract has been extended according to the amount of time the club has been closed. Unlimited Childcare fees will be assessed until contract end date (unless canceled – if applicable) despite a membership freeze on the account. For those members that pay for Unlimited Childcare month-to-month, who wish to cancel and/or are under contract and are unable to utilize Kids Corner at this time, please contact Kids Corner Coordinator Cathy Betts at (810) 606-7524 or via email at Cathy.Betts@ascension.org.

Q: I have Unlimited Childcare on my account (with or without contract) … I have children under the age of 4, therefore cannot utilize Kids Corner per your rules, will you be charging me dues effective October 1st?

A: Please contact Kids Corner Coordinator Cathy Betts at (810) 606-7524 or via email at Cathy.Betts@ascension.org.

Q: I am in an Unlimited Childcare contract. Will my contract be extended once Kids Corner reopens?

A: Yes, contract end dates will be extended for the length of the closure. These Unlimited Childcare contracts will be activated when Kids Corner reopens on October 1st (the contract dates will have been adjusted accordingly prior to Kids Corner reopening).

Q: If my membership is on freeze, will I still incur Unlimited Childcare fees?

A: Yes, Unlimited Childcare fees will be charged in addition to freeze fees. For those members that pay for Unlimited Childcare month-to-month, who wish to cancel, please contact Kids Corner Coordinator Cathy Betts at (810) 606-7524 or via email at Cathy.Betts@ascension.org.

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

A: Please feel free to contact the Kids Corner Coordinator, Cathy Betts at 810-606-7524 or via email at Cathy.Betts@ascension.org.

Kid Zone

Q: Can my child attend Kid Zone? 

A: Kid Zone will not be available in phase one. Once Kid Zone is offered again, it will be on a limited basis via reservation only. Please contact the Programs Manager, Jackie Colpean at 810-606-7518 for further information.

Q: When will Kid Zone reopen?

A: We expect the Kid Zone program to reopen in our next phase of reopening.

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: Initially, the Family Locker rooms will be closed, however, the Men’s and Women’s 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 for member use in the Men’s and Women’s Locker Room. Towels, Hairdryers, shoe shine, coat room, 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. However, in order to minimize commonly touched items/surfaces, we have suspended towel service until further notice.

Q: When will the Family Locker Rooms be open?

A:  We hope to have the Family Locker Rooms open in our next phase of reopening. 

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: Will the Saunas, Whirlpools, and Cold Plunges be open?

A: No. Those areas are closed due to the state mandates and cannot be reopened until the Executive Order from the Governor is rescinded.  

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 between 8 am – 5 pm Monday thru Friday. Only one member will be allowed in the office with the Membership Services Representative at a time (no children) and the member will be required to wear a mask. Waiting area will be located in the Lobby and members 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. Parkinson’s “class only” members will be allowed access into the club to participate in any/all Parkinson’s classes that are offered during the first phase of reopening. 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) by paying a Guest fee or by using a Guest pass? 

A: No, we will not be allowing “guests” of any kind into the club at this time.

Q: Who will be allowed into the club when it reopens?

A: All active members 13 years of age and older (including those that had an active Temporary or Medical Membership when the club closed). Any non-members with active Outdoor Membership will be allowed in the club for fitness classes. 

Q: Who will not be allowed into the club when it reopens:

A: Children under the age of 13 and guests will not be allowed into the club during our initial phase of reopening. Guests include inactive members that are linked to members’ accounts, members on hold as well as those with existing packages.

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 within 2 weeks of the club reopening. Members will be able to freeze thru Ocotber 31, 2020 without charge.*

*If members freeze after the 2 week period, the change will be effective on the 1st of the following month and the member will be responsible for dues during the month that the club reopened. Freeze fees will then be waived thru October 31, 2020.

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

A: Yes, the 6 month maximum freeze has been waived for this year but the minimum 2 month freeze is still required.

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. We ask that you allow us a few weeks to complete this process.

Q: Will I be charged dues for September when the Club reopens?

A: No.  Active members will have their dues waived for the month of September. 

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

A: Yes, membership dues will be temporarily discounted by 30% for the first month (effective October 1, 2020). Active members will automatically have dues applied to all accounts at a reduced rate when the club reopens. Active YIA members will have their accounts credited for the dues discount each month. Moving forward, membership discounts will be adjusted accordingly as more services are made available to members.  

Q: When can I access the Member Portal?

A: The Member Portal will be accessible once the club has reopened.

Q: When will I receive my monthly statement?

A: Once the club is open, statements will be emailed or mailed to members on the 4th day of the month.

Q: What is the “Carry Over Balance” on my September statement?

 A: Carry over balances are ancillary charges from March 2020 or before (i.e. cafe, personal training, Kids Corner charges, etc.).

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. Please note: The March credit may not process until after the automatic payments are withdrawn on the fifth business day of the month due to the manual effort involved in crediting every members’ account.

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 Primary membership. 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 Primary membership. 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 pay the guest fee to use the club?

A: No, only active members will be able to utilize the club. Please contact Membership Services at 810-606-7519 or by emailing AGHCmembership@ascension.org in order to make any adjustments to your membership.

Q: Will Health Coaches be available for members to meet with?

A: Yes, sessions with Health Coaches will be available on a limited basis by telephone or in-person (members are to provide the phone number for Health Coach to call). Members can specify when scheduling appointments if they want in-person or by phone. Appointments must be made with Membership Services by calling 810-606-7519.

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 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 person 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. Temporary Memberships and the sale of new packages is not allowed during the initial reopening phase. Medical Memberships are allowed. No guest passes 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: Yes, Ping Pong will be available when we reopen.

Q: Are Ping Pong paddles and balls available for member use?

A: No, members must bring in their own Ping Pong equipment.

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.

Q: Are Basketball private lessons available? 

A: No, the basketball courts are closed to basketball at this time.

Q: Are volleyball private lessons available?

A: Volleyball courts are not available 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.

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. Please arrive early and be patient, as it may take a little longer to check in at this time. All members will be screened at the check-in tables set up in the main lobby 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 call Cris Frye at 810-606-7522 and she can register you over the phone. Please note: Payment must be made prior to the class start date. Cris can be contacted 10am-4pm Monday-Friday. 

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

A: At this time, no. We are only offering these services to our members. If you are interested in a membership in the future please contact Membership Services at 810-606-7523 for more information. 

Q: How safe is it to take private tennis/pickleball lessons and/or group lessons? 

A: Tennis and pickleball are not contact sports and social distancing and can be accomplished easily one-on-one. During a private lesson, the student will be advised not to touch or pick up any balls. Only the instructor will only be allowed to touch or pick up balls during the lesson. The only stroke we will not be practicing will be the serve. In a group lesson, we will be doing a 4-1 ratio. Four students per instructor. We feel this is a manageable group that can practice social distancing and as with a private lesson, we will not be serving, and the instructor will be the only one touching and/or picking up the balls. 

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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