Aqua Springs Frequently Asked Questions
Do I need to book to use the Spa facilities?
Yes, in order to restrict the number of people in the Spa, we will be operating at a reduced capacity, so you will need to book online and pay at the time of booking. This can be done on the Leisure World and Aqua Springs websites.
How long will each session be?
Each session will be 90 minutes including changing time on entry. Due to reduced capacity in changing rooms, you may need to wait outside until space becomes available.
How will the session work?
The capacity in each pool will be reduced in line with the latest government guidance. There will be time restrictions in each area to ensure all customers can enjoy the facilities during their visit.
Can I hire a towel or robe?
Yes, this can be arranged on arrival, there is a £3 charge and a £10 deposit per item. Only contactless methods of payment will be accepted.
Will I be able to shower at the centre?
Unfortunately, our showers, including the monsoon shower, will remain out of action in line with the latest government guidance, so we request you arrive swim ready and exit the facility promptly after your session to allow staff to deep clean.
Will the Sauna and Steam rooms be open ?
From Monday 17 May 2021, our steam rooms and saunas will re-open.
How are you making it safe for customers to visit?
We are operating a one-way system within the Spa area; hand sanitiser will be available around the facility which we request you use upon entering and exiting the building. We have implemented a rigorous cleaning regime that will be carried out between each session and there are screens in place at all till points to protect our staff and customers. Staff will be wearing face coverings and customers must wear them in the reception area, unless exempt.
Will the Coffee Shop be open?
The coffee shop will be open with a reduced menu and for table service and take away only. Masks must be worn when purchasing.
Am I able to bring a drink with me?
You can bring a drink with you in a plastic bottle or purchase one from the Coffee Shop. The water fountain will be unavailable. Staff will be unable to refill your bottles, so please bring enough for your session.
Will I be able to use the water fountain?
Unfortunately, the water fountain will be unavailable.
What time should I arrive?
We ask that you arrive no sooner than 5 minutes before your booking time, a member of staff will greet you and check you in at the allotted time. You will be issued a coloured band so we can identify the different session end times. We ask that you wear the bands on your wrist, so they are clearly visible to the staff.
What will happen at the end of my session?
When your session finishes please leave the Spa area promptly and head to the changing rooms where a member of staff will advise you to enter at the appropriate time. Please change quickly and exit as soon as you are changed to allow other customers time to change.
Will I be able to use the hairdryers?
Unfortunately, all hair dryers will be unavailable.
Can I book two sessions in one day?
Yes, bookings will be made on a first come, first served basis. However, you would need to exit the facility between each session to allow for the Spa to be thoroughly cleaned.
What if I arrive late?
Your session time will be reduced and will end at the original allotted time.
How can I purchase vouchers?
Vouchers can be purchased at the spa.
Can I pay for Spa entry with vouchers when I book online?
No, you will need to book online and pay with a credit or debit card. You can then bring your vouchers in with you on the day of your visit and we can issue you a refund on the card you used for online payment.
Are Spa packages available?
Currently spa packages are unavailable. You can still book beauty treatments online here.
Can I come with my friend?
In line with the latest government guidelines you can only visit and be close to people from your household or support bubble. Any other persons you visit with, you must adhere to social guidelines.
Can I just turn up?
You will need to book and pay online in advance of your visit.
Can I amend my booking?
Bookings are non-refundable if cancelled giving less that 48hours notice, subject to Management discretion. Once you have made your booking online you are committed to the time, date and number in your party, you will need to call Aqua Springs if you wish to cancel. Member bookings are also subject to 48hours cancelations and fee will be charged for no-shows, subject to Management discretion.
Are the changing rooms and lockers available?
Changing rooms and lockers will be available for use by Aqua Springs customers only. Please remember to bring either a £1.00 coin or your locker token for your locker.
I require the assistance of a carer what do I need to do?
If you require a carer you will need book yourself onto the relevant session at least 48 hours in advance and at the same time email us at firstname.lastname@example.org to confirm that you need the assistance of a free of charge carer. We will then reserve a place for your carer onto our system free of charge. Unfortunately, at this time if you wish to book with less than 48 hours’ notice you will have to also book a paid slot for your carer at the same time as you book your slot. Due to limited slots we do not guarantee this will be available, but will endeavour to meet your needs.
This is to ensure that we do not exceed the maximum numbers allowed for each session.
Why do I have to be a leisure card holder to book online?
Our online booking system is not able to offer guest check-out, therefore in order to book online for all available activities or via our Leisure World App for selected activities you do need to be a Leisure Card holder. If you do not already have a Leisure Card account, it’s free of charge and you can set one up here. Additionally, by asking all customers to become Leisure Card holders we are gathering customer information that we can then provide to the NHS to assist with their test and trace system if required to do so. For information about how Colchester Borough Council will collect, use and protect personal data specifically with regard to the coronavirus (COVID-19) pandemic, please see their COVID-19 privacy notice. By operating on a pre-booking only basis we can also achieve the following which helps us to practice social distancing:
- We remove the chance of long unexpected queues.
- We can ensure that numbers per session are not exceeded.
How do I make an account to book online?
Bookings can be made online for all available activities or via our Leisure World App for selected activities. We have emailed all existing Leisure Card holders with an ID to use online. If you are an existing Leisure Card holder and do not already use the App or online bookings, you will need to use your ID and a PIN to access the system. You can request a PIN by entering your member ID number here and clicking ‘Request PIN’. We will then generate a PIN and send it to your registered email address. Once you have made a booking, a booking confirmation email will be sent to you. If you do not already have a Leisure Card account, it’s free of charge and you can set one up here. You will be sent your ID and PIN in separate emails. The ID email will include a link to activate your account and get your PIN.
Can I book via the Leisure World App?
Unfortunately, you cannot book a session for Aqua Springs on the Leisure World app. You will need to book via the Leisure World or Aqua Springs websites.
I am a Lifestyles member and a charge is showing online when booking for Aqua Springs?
If you are a Lifestyles member, depending on your membership, your Aqua Springs session will be free of charge and this will show as ‘zero’ at check-out. Please contact us on 01206 282010 or email@example.com if you are experiencing any issues with booking
Can I attend as a spectator?
Due to current restrictions, we are sorry, but we are currently unable to accept spectators within the facilities. For those needing the assistance of a Carer, please see ‘I require the assistance of a Carer what do I need to do?’
Can I access Aqua Springs through the main Leisure World building?
No, to help with access control we will only be allowing people to access Aqua Springs through the main reception.