Frequently Asked Questions

Questions

How does the EFT billing system work?
Why do I still get a paper bill in the mail when I am signed up for EFT billing?
How do I change or update my EFT information?
How do I make changes to my membership?
How do I get guest passes?
May I use other Renaissance ClubSport or ClubSport locations?
Do you sell temporary memberships?
How do I make a suggestion or give you feedback?
Can I charge purchases in the club to my membership account?
Do you accept credit cards for in-club purchases?
Do I receive a discount on room rates at Renaissance ClubSport hotels?
May I freeze my membership if I will be out of town for an extended period or if I am injured?
If my child is not on my membership, may I bring my child to Kids World?
May I drop my child off in Kids World and run errands?
Do you provide snacks in Kids World?
How do I reserve a tennis court?
How do I reserve a racquetball or squash court?
When are the pick-up basketball games?
When do you hold drop-in volleyball?
When are pool lanes available for lap swimming?
What is the cancellation policy for massage appointments?

Answers

Q: How does the EFT billing system work?
A: You authorize us to charge your credit card or debit your checking account on a monthly basis for your monthly dues plus any in-club purchases you make on your house account (restaurant, spa, personal training, etc.). Dues are billed in advance and club purchases are billed in arrears. The EFT (Electronic Funds Transfer) draft will be processed on the first business day of each month. About 10 days prior to each EFT draft, you'll receive a bill that itemizes all the charges on your account, so you know the amount that will be charged to your credit card or debited from your checking account. Example: On August 1, EFT will be processed for your August monthly dues and for your club charges from the June 11 to July 10 time period.

Q: Why do I still get a paper bill in the mail when I am signed up for EFT billing?
A: Since your monthly EFT amount may fluctuate due to club purchases, federal law requires us to give you advance notification of the amount being drafted each month. It gives you an opportunity to review your bill before the charge or debit is made on the first of the month. If you have any questions regarding the charges posted to your account, please contact a Member Account Representative.

Q: How do I change or update my EFT information?
A: It's very important to keep your EFT information updated, especially the expiration date on your credit card. Please call, email or send a note to a Member Account Representative (or stop by the Membership Office) with your new information.

Q: How do I make changes to my membership?
A: A Member Account Representative can assist you with any changes to your membership, whether you want to add or delete family members or upgrade or downgrade your membership category. Please call, send a written request, or stop by the Membership Office. Some membership changes may incur a fee.

Q: How do I get guest passes?
A: You may purchase guest passes at the Front Desk or in the Membership Office. If you have a friend who is interested in joining ClubSport, contact your Membership Representative to arrange a complimentary visit.

Q: May I use other Renaissance ClubSport or ClubSport locations?
A: With GoldPLUS membership, you have unlimited access to ClubSport and Renaissance ClubSport properties. If you are not a GoldPLUS member and are interested in using other ClubSport locations, please contact a membership representative to upgrade.

Q: Do you sell temporary memberships?
A: Yes, temporary memberships are available for individuals who live more than 60 miles from ClubSport Pleasanton but who will be living temporarily in this area. Contact a Member Account Representative for more information.

Q: How do I make a suggestion or give you feedback?
A: We welcome and value your feedback. There are many ways to be heard:

• Feel free to speak with any of our associates.
• Fill out a suggestion form (available at the Activities Desk) and give us your name and phone/email if you want to be contacted.
• Contact the Service Director or a Member Account Representative.
• On the web site, complete our online suggestion form.
• Complete the electronic member survey that we send out once or twice a year (if we have your email address).

Q: Can I charge purchases in the club to my membership account?
A: Yes, if you are set up on EFT (Electronic Funds Transfer) billing for your monthly dues and house charges. Just show your membership card or give your membership number to the associate who is ringing up your purchase, and sign the charge slip.

Q: Do you accept credit cards for in-club purchases?
A: Yes, we accept MasterCard®, Visa®, Discover®, American Express®, Optima®, Diners Club®, Carte Blanche® and JCB®.

Q: Do I receive a discount on room rates at Renaissance ClubSport hotels?
A: A: Yes, we have a special member rate which is available when occupancy levels allow. For the Walnut Creek property, please contact the Hotel Sales Office at 925-942-6388 to inquire. The new RCS property in Aliso Viejo, CA will open in June 2008.

Q: May I freeze my membership if I will be out of town for an extended period or if I am injured?
A: Yes, on a one-time-per-calendar-year basis, you may place your membership on "inactive status" under the two scenarios above. Your membership account must be paid in full at the time of your request. Inactive status is granted for a minimum of two months and a maximum of six months. A $35 per month inactive fee is charged.

Q: If my child is not on my membership, may I bring my child to Kids World?
A: Yes, you may bring your child to Kids World for up to three hours in a day; a $5 per hour childcare fee will be charged. (Children who are on a membership receive three complimentary hours of childcare per day.)

Q: May I drop my child off in Kids World and run errands?
A: No, you must remain on club property when your child is in Kids World. However, if your child is enrolled in a supervised club program such as Kids Camp or a dance class, you are not required to stay on property, but you must return on time to pick up your child at the end of the camp or class.

Q: Do you provide snacks in Kids World?
A: The club does not provide snacks, but you are welcome to supply your child with a snack to enjoy during his/her stay. Label the snack bag with your child's name and any feeding instructions and place it in a cubby. Beverages must be in plastic, non-spill containers. We hold snack breaks at regular intervals.

Q: How do I reserve a tennis court?
A: If you are a Tennis Member, you may reserve a court up to three days in advance; phone reservations are taken as of 12:00pm, and in-person reservations are taken as of 1:00pm for 3-day advance bookings. You may reserve one hour for singles and one and a half hours for doubles. You must provide the names of all players when making the reservation.

Q: How do I reserve a racquetball or squash court?
A: You may reserve a court for one hour up to three days in advance; Phone and in-person reservations are taken as of 8:30am when the Activities Desk opens. You must provide the names of all players when making the reservation.

Q: When are the pick-up basketball games?
A: Mondays, Wednesdays and Fridays from 11:30am-1:30pm and Saturdays from 8:00-11:00am are the most popular times for pick-up games on the basketball courts. Check the Sports Schedule for other open play times.

Q: When do you hold drop-in volleyball?
A: Tuesday and Thursday nights from 7:30-11:00pm.

Q: When are pool lanes available for lap swimming?
A: There is always at least one lane reserved for lap swimming during all hours of operation, but there are frequently more lanes available. Check the Aquatics Schedule for details.

Q: What is the cancellation policy for massage appointments?
A: We require a 24-hour notice of cancellation for massage appointments. Without proper notice of cancellation, full payment will be charged.