Online Booking Help

ONLINE BOOKING HELP

This guide is designed to assist customers with using our online booking system.

Please see instructions and Frequently Asked Questions below.

INSTRUCTIONS

To register on the online booking system

1. Go to www.willtowin.co.uk/online-booking
2. Click on ONLINE BOOKING and ‘Register’
3. Provide personal details, email address and specify the centre you wish to be associated with
4. Check your inbox for a verification email (check your spam or junk folders) and click the link in the email
5. Choose a username and password and add any additional relevant personal details and preferences
6. Start booking

Types of registration available

1. Already registered with WTW (existing SmartCard holders and non SmartCard holders). Register using: your ID (found on your welcome letter and available from reception), your Surname and your Email address
2. New users (no existing profile with WTW). Please register your personal details and email address. Please specify the tennis centre you wish to be associated with
3. Family registration – When logged in click on Family Registration, select Add dependent child/Add dependant adult and select between New user/Already registered user to create an account or link an account to your account

Making court / pitch bookings

1. Login using your username and password
2. From left hand menu choose Book/view a court. The system will automatically display courts/pitches from the centre you are assigned to
3. Courts available for booking will have the word Tennis [Available] displayed. Hover over the court to reveal booking prices
4. Click on the court/pitch you would like to reserve, then click Book it on the top page.
5. Click Check out and pay

To book a course or a camp

1. Course and camp bookings are only possible up to one day prior to start date.
2. From left hand menu choose Book/View a Course or Book/View a Camp
3. Select Programme – click as appropriate – Adult Course / Junior Course / Camps etc
4. Select term: Programme Dates
5. Click on book to proceed with selected programme
6. If you are booking for a member of your family, select their name from the “/Course owner confimration” list

To buy a SmartCard

1. Please login, go to SmartCard
2. Click on Buy a new SmartCard
3. Select required smartcard from the list of card available to you
4. A fee for a selected card will be added to your shopping basket
5. If you purchase a discounted card, you might be asked you to validate your eligibility for a discount at any of the centre’s receptions by asking you to present a proof of eligibility e.g. freedom pass, full time student ID

Payments

• To review your reserved items click on the shopping basket icon on top the booking page
• Payment via debit account require that you have funds available on your WTW account. Your account can be topped up over the phone, in person at the centre’s reception and on line via Top Up Account page
• If you change your mind and no longer require a reservation, tick items you no longer require and click “delete item”

FREQUENTLY ASKED QUESTIONS

Personal Information/Registration

Q. How do I update my personal information?
A. Please log in to your online account and click on My Account to update your personal information. If you are using the system for the first time, you will be asked to provide some information, set up a password and activate your account by following a link from a verification email.
Q. What if you have forgotten your password or user name?
A: Go to the system home page, login, click on Forgot Password/Username and enter required information.
Q. How long does it take to sign up?
A. It only takes five minutes from start to finish. This includes signing all relevant consent forms.
Q. Can I sign up a child?
A. Yes. This is done via Family Registration when you log in as the parent.
Q. The system is not allowing me to create a new account for my child, why?
A. Although you can use the same email address for all children, the combination of the first name, surname and users names have to be unique to our database. Please include second names and combinations of letters and numbers for usernames to make your entry unique.
Q. Is there a limit on how many children I can register?
A: There is no limit to how many children can be registered and linked to one parent.
Q. How do I know my personal details are secure?
A: Personal information is handled and dealt with properly and there are safeguards we follow to ensure this. WTW treats personal information lawfully and correctly.
Q. I am a Smartcard holder and have an ID but I am not able to register, why?
A. We must have your email address to allow you to register your profile online. If you have not given us your email and wish to book online, please call the centre reception and ask to update your profile with your email address.

Making a Booking

Q. What do I need to do to start making bookings?
A. You need to register yourself for online bookings (see instructions on www.willtowin.co.uk/online-booking). Once you have verified your account through the verification email, you can start booking courses and courts.
Q. How far in advance can I book?
A. Smartcard holders can book courts 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. Booking system starts daily at 7:01am high season, 8.01-low season.
Q. I’ve booked an activity online, what do I need to do now?
A. Print off the confirmation email which will be sent to you and take this with you when you go to the centre to attend the activity.
Q. Can anyone use online booking?
A. Yes, anyone can book online. If you don’t have an ID and are currently a Smartcard holder, please phone our main reception desk to obtain one. If you are a non member, simply register.
Q. How do I book my child on a course?
A. Once family registration is completed, your child will be added to the list of related users and you will be able to select who you would like to attend the course by choosing their name from the Book For list.
Q. Are all activities available for online bookings?
A. 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. A minimum of two courts per hour are made available for online bookings throughout the year.
Q. I want to book an activity but it isn’t showing online. Why not?
A. Not all activities are available for online bookings. Ask at Reception for details. You may still be able to make a booking by contacting the centre as a separate allocation is reserved for bookings made over the telephone and in person.
Q. Can I book online 24 hours a day?
A. No. Booking system starts daily at 7:01am high season, 8.01-low season.
Q. How do I book a coaching course or holiday camp?
A. Please see Online Booking Instructions/Course and Camp Bookings.
Q. How do I book my child onto a course/camp?
A. Once Family Registration is completed, your child will be added to the list of related users and you will be able to select whom you would like to attend at the stage of selecting a course. Steps that need to be taken therefore are: creating a sub account for your child (under your login), selecting the course you would like your child to attend and selecting who is doing the course from the list above your selection Book For.
Q. Can I book a drop in session online?
A. No. A drop-in session, in very simple terms, is a pay-and-play coaching session. You can register for the session up to 45 minutes before the start time (in person not by phone) and until capacity is reached.
Q. How do I know which courts are available for online bookings?
A. Please note the text on the booking and its colour coding. Any activity (tennis/football) in green means that it is available for booking

Text Colour Description
Your Name Black Your paid booking
Your Name Red Your unpaid booking
N/A Any Not available to your card type
Booked Black Booked by another person
Restricted Any Blocked by management
Activity Name Green Activity is available for booking

Q. How many activities can I book?
A. You are permitted to book one activity (court/pitch) per day and an unlimited number of course bookings. To add an additional course to your booking, simply go to Booking/Course Booking Timetable and select courses you are interest in.
Q. What is the latest I can book an activity prior to its start time?
A. Courts/pitches can be booked online up to until start of the court time. Courses and camps can normally be booked up to 24 hours before the start date.
Q. How do I book an individual session?
A. Individual coaching sessions cannot be booked online. Please contact the coach of your choice directly. Mobile numbers for coaches are available on the website and at each centre. When leaving a 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.

Cancelling a Booking

Q. How can I cancel a booking?
A. To cancel a court booking, go to My Bookings, select the location and date range you booked for, click on submit and click on Go To Booking. Select the reservation and click on Cancel It. You will be refunded the booking fee if the cancellation is made more than 24 hours in advance. It is not possible to cancel a course/camp booking on line. Please contact the reception, should you wish to cancel your reservation.
Q. What if I book an activity online but don’t turn up, or if I need to cancel at the last minute?
A. 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.
Q. What if courts are unplayable?
A. 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 relevant 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.

Smartcards

Q. Can I buy a Smartcard at any time?
A. No. Due to demand there might be some restrictions and waiting lists for some of the locations. Ask at reception to find out if you can apply to the waiting list.
Q. What types of cards are available for online purchasing?
A. The majority of cards are available online. If you purchase a discounted card, you might be asked to validate your eligibility for a discount at any of the centre’s receptions by asking to present proof of eligibility e.g. freedom pass, full time student ID.
Q. When can I renew my Smartcard online?
A. You can renew your card when it has less than a month to expire.

Payments

Q. How can I pay for my bookings?
A. The Secure Trading option will allow you to pay via credit/debit card. Payment via credit account requires that you have funds available on your WTW account. Your account can be topped up online via Members/Credit Account, over the phone or in person at the centre’s reception and online. Once payment is completed you will receive an email confirmation of your payment with a summary of your booking. Please print and take this with you when you go to the centre to attend the activity.
Q. How can I check my account balance?
A. You can check your account balance by logging into your account and clicking on Members/Credit Account.
Q. How can I top up my account?
A. You can top up your account by logging into your account and clicking Top Up Account.
Q. How do I claim a credit?
A. 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 relevant reception to arrange this. Credits issued for cancelled courses will be added to your account and can be used against your future payments at any of the WTW venue online and in-house.
Q. I am receiving a message that this item is in your shopping basket, why?
A. You already have added this activity to your basket. You can review your reserved items by clicking on the shopping basket icon on top the booking page (next to your name). To confirm a purchase of listed items, tick the box next to the item and click on checkout.
Q. What if I change my mind and no longer require a reservation that is in my shopping basket?
A. For course/camp bookings it is important that you free these items by going to your basket, ticking items you no longer require and clicking on “delete”. Court/pitch bookings will automatically be removed from your basket is you do not check them out within 2 hours.

Still having problems?

Q. I still have more questions about online bookings – who should I ask?
A. Please contact the relevant Reception or complete a Contact Us form from the online booking site. We will endeavour to answer any questions or queries you might have.