As you know we made a decision to change to a new booking system in mid-December 2021. We always knew there would be challenges associated with moving from a system we had used for over 20 years to a new system and some of you have experienced issues with doing some of the things you were able to do prior to the switchover.
We can assure you that we are working as fast as we can to resolve everything and that (once resolved) the new system will provide a significantly improved service to all members and users of the Sports Village. In the meantime we have increased staff levels in the areas of the business where we need more staff to support you to book and use activities with us (including reception).
Below are the known issues to us and are already in the workflow to get resolved. If your issue is listed below then there is no need to contact us, however if your issues it not listed below then please feel free to contact us on sports.reception@herts.ac.uk.
Last updated: Tuesday 18 January 2022
Membership
An error message appears when I log into my online account to say I haven't attended my booking, even though I scanned in at reception?
ONGOING - Please be assured that this will not result in any consequences to your membership for the moment. Do continue to scan through our turnstiles to record your attendance with us for health and safety and soon enough our new system will be able to record your attendance for your specific activity.
Can I freeze or cancel my membership myself?
ONGOING - Very soon you will have total control of your membership and will be able to perform these functions online yourself. In the meantime please continue to email our team as you have before.
I've just signed up for a membership, how do I log into my online account?
RESOLVED - Visit our website and locate the 'login' option at the top of the page. Use the password that you have signed up for your membership with and click 'forgot your password'.
I had an account in the old bookings system, will my old password work?
RESOLVED - Due to GDPR, we weren't able to transfer passwords over to our new system. Therefore visit our website and locate the 'login' option at the top of the page. Use the password that you have signed up for your membership with and click 'forgot your password'.
Why can't I make a payment online?
ONGOING - Please continue to book your activities through your online account and pay for them when you come to the Sports Village at reception.
General Booking
Do I need to book a session to use the gym, swimming pool and climbing wall?
RESOLVED - You no longer need to book these session and are able to just turn up
How do I book an acitivity if I don't have a membership?
ONGOING - Email our team with your name, email address and contact phone number and we will create an account for you. You will then be able to login to your online account and make bookings.
Group Exercise
I can't book in advance like I used to?
RESOLVED - This has now been resolved and your previous in advance booking period has now been reinstated.
I don't receive a confirmation email when I have booked a class?
ONGOING - This is currently being developed by our team. To check all your bookings with us, please log into your online account and all your bookings will be available for you to view or amend.
Why can't I make a payment online?
ONGOING - Please continue to book your activities through your online account and pay for them when you come to the Sports Village at reception.
Racquet Booking
How do I find out what court number I am booked on?
ONGOING - This is currently being developed by our team. Please continue to check with reception on your arrival. If you can let us know the hall you booked into this will help speed up the process.
I don't receive a confirmation email when I have booked a court?
ONGOING - This is currently being develeoped by our team. To check all your bookings with us, please log into your account and all your bookings will be available for you to view or amend.
Why can't I make a payment online?
ONGOING - Please continue to book your activities through your online account and pay for them when you come to the Sports Village at reception.
I receive off-peak badminton courts as part of my membership but am being charged for weekend evenings?
ONGOING - This has been reported as an issue and is being looked into. In the meantime, please continue with the booking and just ask us to remove the payment from your account. We can do this over email or at our reception desk.