How do I provide feedback or raise an issue?
Feedback/survey emails are sent out twice a year, should you require more urgent attention, please speak with Front of House or a Duty Manager. Alternatively, please take a look at our feedback procedure.
FAQ Topic: Bookings
Do you have to be a member or MV subscription holder to use the swimming pool?
No, everyone is welcome! You do not need to be a member or hold an MV (Magna Vitae) subscription to use our swimming pools. We offer pay-as-you-go options, so anyone can book a swim session—whether you’re visiting for the day, just getting started, or prefer the flexibility of occasional use. Of course, membership and MV … Continued
Can I cancel or transfer my booking?
We require at least 48 hours’ notice to cancel or transfer your booking to another day. If you cancel more than 48 hours before your session, you will receive a full refund. To request a refund or reschedule your booking, please contact our Front of House team directly. Refunds are not issued automatically, so getting … Continued
Who do I contact if something goes wrong when trying to book?
If you experience any issues while trying to make a booking, please contact the facility you are booking with directly. Their Front of House team will be happy to help resolve any problems and assist you with your booking. You can find contact details for each of our venues on our Contact Us page.
How long do I have to complete the online booking?
Once you begin your booking, you’ll have a 10-minute window to complete the process. After this time, your selected space will be released and made available to others. To avoid losing your slot, we recommend having your payment details ready before you start.
Can I book introductions, personal programmes or personal training sessions via the app/online?
A new feature now allows you to book all of these via our app! You will then get an email confirmation with your booking. Introductions are free for all members and prospective customers. Personal programmes are free for members only. Personal training sessions are £26.50 per hour. Please ensure you make us aware if you … Continued
I am not very good with technology. How do I use the app?
You can find a tutorial of how to use our Magna Vitae app here. If you are still struggling to use the app, feel free to speak to our Front of House team who will be more than happy to show you how to navigate it and book classes/swimming.
Why can’t I log into my Magna Vitae account?
You may be unable to log on to your account via our website, or Magna Vitae app, for numerous reasons. If you have not updated your password in line with our systems upgrade, you will need to select ‘Forgotten password’ and update your password to ensure it meets updated security requirements. You may need your … Continued
How do I receive my online booking details?
If you create an account online, you will be sent your login details via email. Click the link as described in the email and create your password. If you create an account at reception, you will need your email address and member ID number to login and create your password the first time.
Do I have to pay at the time of booking?
All bookings must be paid for at the time of booking. Payment can be made via cash or card. You can make bookings via our website, app, or with our Front of House teams.
