Frequently Asked Questions

Frequently asked questions

1.When and how will you re-open?

All facilities except St. David’s are now open, initially all sessions will need to be pre-booked and pre-paid there will be no drop in sessions. This to be reviewed regularly and procedures changed to fall in line with changes in Government guidelines 

2.Why is St. Davids not open

Due to the limited numbers that can be accommodated in the fitness suite it has been decided to delay opening, this will be reviewed on an ongoing basis.

3.How will you communicate what is happening?

All customers should have received an e-mail about returning to exercise.  If you have not received this e-mail please e-mail [javascript protected email address]

4.What extra cleaning measures are you taking?

The safety of our staff and customers is paramount; to ensure the highest standards of cleanliness we have increased our cleaning schedule to include more regular sanitisation of gyms and studios, all gym equipment, andstudio equipment as well as toilet and subsequently changing facilities when they are provided.  Staff will make regular checks to ensure consistently high standards.  We reserve the right to cordon off areas during the day to allow additional cleaning

5.Are there sanitising stations?

Yes customers will be asked to use hand sanitiser before entering the building, we ask that users wash their hands regularly and use hand sanitiser, which is available throughout the building. There will be sanitising equipment available to all users and we would ask that equipment be wiped down before and after use.  This is in addition to the regular cleaning by our staff.

6.Can I check in at your facilities using the Covid 19 App

Yes, each area of the centre has a unique QR code displayed to enable you to check in, please ensure you use this every time you attend an activity

7.What should I do if I, or a member of my household are exhibiting Covid 19 symptoms?

If you or a family member exhibit Covid 19 symptoms please do not visit our facilities. Book a test and self-isolate for 14 days or until a negative result is received.  Please inform us immediately so that we can report through the track and trace process.

8.Will there be toilet and changing facilities?

Initially only toilet facilities will be available; to be reviewed on an on-going basis 

9.Will I be able to access drinking water?

Initially Water Fountains will not be available please bring sufficient water for your training session

10. Do I need to wear a mask?

From Monday 14th September, in Wales wearing face masks in indoor public spaces will be compulsory. 

When you arrive at the Leisure Centre you will need to wear a face mask in all public areas, this will include:

•             Reception area

•             All corridors

•             Toilet facilities

You will not be required to wear a mask while you are completing your chosen activity.

We’re sorry but if you do not wear a face mask you will not be permitted to enter the facility.

Please follow the link to the  Sport Wales Website for full information with regards the wearing of face masks

11.How do I book sessions and classes?

All sessions and classes need to be pre-booked and paid, this can be done up to 7 days in advance through our website https://pembrokeshireleisure.co.uk/, by downloading our App (search Pembs Leisure in your App store) or by telephone between 9am and 5pm Monday to Friday. Sessions are 60 minutes and limited to one bookable area.  If you are unable to attend, please ensure you cancel your slot to release it to for allocation to another user.  Cancelling less than 4 hours before the start of the activity will result in a dishonour charge, this will restrict your ability to book further activities until it is paid .  Failure to cancel 3 times in one month will result in suspension of your ability to book. You will be unable to book a session less than one hour prior to it commencing

12.Will all class equipment be supplied? 

You will need to bring your own Yoga Mat, all other equipment is available, we ask that you wipe down equipment before and after use with the sanitising products provided.  You are welcome to bring along your own kit such as kettlebells or hula-hoops if you would prefer

13.How will gym sessions work?

A gym session will be pre-booked and paid, you will be able to enter the building 5 minutes before your session starts. The gym is set up to allow for social distancing and sanitiser supplied for wiping down equipment before and after use.  We ask that whilst you are in the gym you maintain safe social distancing.

*Please note that in sites offering 2 fitness suite areas only one suite can be booked at any one time to use both fitness suites 2 bookings will need to be made with different start times *

14.What time is last entry for pre booked session?

 Classes please ensure you are in the studio for the start time of your class.

15.How will classes work?

All classes will be pre-booked and paid, you will be able to enter the building 5 minutes before the start of your clas, and the door closed at the start of the class. 

Our classes will have reduced capacity to allow for social distancing and we will need to allow a 30-minute break between classes to allow for thorough cleaning, this will result in a reduced timetable. 

All equipment EXCEPT YOGA MATS are available, we ask that you use the sanitiser provided to wipe down the equipment before and after use.  We ask that whilst you participate in the class you maintain safe social distancing.

16.How will the swimming pool operate?

You will need to come swim ready (wear your costume under your clothes) as in some sites it may not be possible to use changing facilities.You will change poolside and your clothes will remain poolside, at the end of your session you will need to dry and change dependant on the site you use this will either be poolside or in an allocated cubicle.  Shower facilities will not be available initially.  As with classes and gym sessions swimming sessions will need to be pre-booked and paid, you can do this up to 7 days in advance either through our website https://pembrokeshireleisure.co.uk/ by downloading our App (search Pembs Leisure in your App store) or by telephone. Sessions are 60 minutes & will be, are initially limited to lane swimming, Aqua classes, and swim clubs.  Family swim time and lessons introduced later, we will keep you informed.   

When swimming please select the appropriate lane and maintain a respectful distance from other users, staff members will offer gentle reminders if necessary. 

Equipment will be available for Aqua classes and sanitised after every class.

There will be hand sanitiser available poolside for your use.

17.What is happening with swimming lessons?

Swimming lessons are under review, we will contact all individuals enrolled in lessons prior to lockdown when we have a decision on a start date.  The current forecast is that swimming lessons will return in a limited offer prior to January 2021

18.How is my membership be affected?

All memberships will remain frozen until further notice, in the meantime all those with a frozen current membership will be able to pay per session or purchase a “Be Active” membership at a cost of £19 per month, this is non-contractual and can either be paid by direct debit or card payment monthly.  You can purchase the “Be Active” membership through the website https://pembrokeshireleisure.co.uk/ if you experience any issues please e-mail [javascript protected email address] and a member of staff will contact you to help

19. I bought a 12-month membership before lockdown what happens with this?

When you are ready to return e-mail [javascript protected email address] a member of staff will ensure that the membership is extended to allow for the closure period. 

20.I bought a one-month membership just before lockdown what happens with this?

When you are ready to return e-mail [javascript protected email address] a member of staff will ensure that the membership is extended to allow for the closure period. 

21. I would normally have a Passport to Leisure membership how can I arrange this?

If you have a frozen current direct debit Passport to Leisure membership you will be able to resume a direct debit membership to do this you will need to e-mail [javascript protected email address]

Before you can purchase a new passport to leisure membership, your account would need to have Passport eligibility applied to it.To do this we would need to see proof of benefits, please e-mail to [javascript protected email address], once processed a member of staff will contact you to let you know.  When eligibility is applied, you will be able to purchase a Passport to Leisure membership or take advantage of discounted “Pay and Play” rates.

22.Will annual swim tickets still be available?

Yes, Annual swim tickets are still available for those eligible

23.I bought an annual swim ticket before lockdown what happens with this?

When you are ready to return e-mail [javascript protected email address] a member of staff will ensure that the swim ticket is extended to allow for the closure period. 

24.I am not ready to come back, do you have a planned date to re-start all memberships?

All memberships will remain frozen until we are able to offer a more comprehensive service, before collections are resumed customers will be contacted.

25.I have not had a membership before can I buy one now?

We are happy to welcome new members; currently our normal package of memberships is not available.  We are offering an alternative “Be Active” membership at £19.00 per month, this is non-contractual and can be paid either by direct debit or card payment monthly.  You can purchase the “Be Active” membership through the website https://pembrokeshireleisure.co.uk/ if you experience any issues please e-mail [javascript protected email address] and a member of staff will contact you to help

26.When will the sauna and steam room open?

Currently there is no date set to re-open health suites, this will continue to be reviewed and we will keep you informed 

27.I am an unpaid carer; previously I had a free 6-month carer membership are these still available?

Yes, we are working with Social Care who have funded a limited amount of 6-month passes.  To prove eligibility you would need to scan or send a photograph of your “Carers recognition card” to [javascript protected email address]