Frequently Asked Questions

FAQs Answered!

Frequently Asked Questions (FAQs)

 

For further information regarding any of the topics listed below, please click on the heading to reveal the answer to some frequently asked questions and additional information that may be of interest to you.

If you don’t find the answer to your question, please call one of our venues, and a member of our team will be more than happy to help you.

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Personal Information/Registration

1) How do I register my details with the centre?

You can register in person at the reception, over the phone and online.

2) Can I register a child?

Yes. The quickest way of registering your child and all relevant consents is by registering online by clicking on Family Registration when you are logged in as a parent. Please click on the link to login/register and click here for instructions.

3) How do I know my personal details are secure?

Personal information is handled and dealt with appropriately and there are safeguards we follow to ensure this. WTW treats personal information lawfully and correctly.

Making a Court Booking

1) How can I book courts?

In person, over the phone or online. You’ll need to pay for the court when you book, unless you are a Smartcard holder. Please check centre’s information for advance bookings days for different player types. Only selected courts can be booked online.

2) Do I have to be a cardholder to be able to book courts?

No. We are a public facility and anyone can book a court. The Smartcard holder scheme is designed for regular players and allows players to book courts with a discount and up to 7 days in advance.

3) Are the racket hire and tennis balls included in the price?

No, we do not normally provide equipment for individual bookings, but we sell tennis balls at the centre from £6 per can and you can hire a demo racket from £3 (we would hold a deposit). If you purchase the racket after trying it, the hire charge will be taken off the retail price.

4) What happens if it rains?

Please contact the centre before the time of your booking and ask for a credit note. Credit notes are non-transferable.

5) What if I need to cancel my booking?

We do not offer refunds against court bookings, but if you give at least 24 hours notice and cancel the booking online, a credit will be applied to your account. Any cancellations that occur after the 24 hr deadline will not be refunded. Please ask at reception for full details of our Cancellation Policy.

6) What do I need to do to start making bookings online?

You need to register on the WTW website in order to book online. Please click here for instructions.  Once you have verified your account through the verification email, you can start booking courses and courts.

7) How far in advance can I book?

Smartcard holders can book up to 7 days in advance. Other users can book up to 3 days in advance. This means on Monday at 7.01am Smartcard advanced booking is possible until end of the day next Monday. The online Booking system starts daily at 7:01am high season, 8.01-low season.

8) Are all activities availible for online booking?

No. Courses and camps are available for online bookings for all WTW main locations. Drop in sessions can only be paid for at each location up to 45 minutes before the session. All activities available online are also available to book through reception.

9) Can I book a drop in session online or over the phone?

No.  A drop-in session, in very simple terms, is a pay-and-play coaching session. You can arrive and register for the session up to 45 minutes before the start time (in person, not by phone). Numbers are limited on these sessions.

Canceling a Booking

1) How can I cancel a booking?

To cancel a court booking, please ring the reception or alternatively do it online. You will be credited the booking fee if the cancellation is made more than 24 hours in advance. Please contact the reception, should you wish to cancel your reservation for a course or a camp.

2) What if I book an activity but don't turn up, or if I need to cancel at the last minute?

Our terms and conditions state that those who book a court/pitch but don’t turn up, or who cancel within 24 hours of the activity taking place, will be charged a cancellation fee that equals the full booking fee. Different rules apply to course and camp bookings. Please see our cancellation policy.

3) What if the courts/pitches are unplayable?

If the courts/pitches are unplayable, the booking may be credited to your account and used against another purchase online or in-house. You will need to contact the centre’s reception to arrange this.  Please refer to the cancellation policy for course and camp cancellation due to adverse weather conditions. No refunds will be given in cash.

4) How do I claim a credit?

As any credits issues are added your credit account, you can use any credits against your future payments at any of the WTW venue’s online and in-house.

Individual Coaching

1) How do I book an individual 1:1 coaching session?

Please contact the coach of your choice directly. Mobile numbers for coaches are available on the website and at the centre’s reception. When leaving them a voice or a text message, please clearly give them your name, contact number and – very important – availability. Coaches aim get in touch within 48 hours, and will offer advice if they are unable to coach at your preferred times.

2) Can I book a 1:1 coaching lesson at reception?

No. Our coaches operate on a self-employed basis and organise their own timetables.

3) How much does an individual session cost?

Prices depend on the coaches’ qualifications and often time the session is booked (peak or off-peak). Details are available from the coaches’ information sheets and on the website.

4) Can 2 or 3 people attend individual sessions?

Yes, you must however let the coach know of your intention. He/She will advise you of any additional fees for a small group session.

5) Can I cancel my individual session?

Please try to give the coach at least 24 hours notice if you cannot make the scheduled session. The coach may still charge you for missed or cancelled sessions if they cannot be rescheduled.

6) Can I bring my own coach to the centre?

No. Only coaches who have a Will to Win Coaching Agreement may charge for coaching services. Use of baskets of tennis balls is restricted to these coaches only.