Helping more customers access activities
We know how popular our fitness classes are, and we want to ensure as many members as possible have the opportunity to book and attend the sessions they enjoy.
To help make class spaces available fairly and reduce the number of unused places, we will be introducing our Booking Strike Process from 19th October 2026.
When members book a class but do not attend, or cancel too late for someone else to take their place, valuable spaces can go unused. The booking strike process is designed to encourage members to cancel bookings they can no longer attend, giving others the opportunity to take that space.
How it works
- If you’re unable to attend a class, please cancel your booking at least 2 hours before the activity via the MonLife app, online or by contacting the leisure centre.
- Customers who do not attend a booked activity without cancelling will receive a booking strike
- Customers who receive three strikes within a 12-month period will have their advance booking privileges temporarily restricted for 7 days. During this suspension period, bookings can only be made on the day of the activity, either online or via our reception teams.
The policy aims to promote fair access to classes and improve availability for all members!
Why we’re introducing this change
Over recent months, we’ve seen a number of classes fully booked, with some members unable to secure a place while booked spaces remain unused due to non-attendance.
By introducing this policy, we hope to:
- Improve class availability.
- Reduce waiting lists.
- Ensure spaces are used effectively.
- Provide a better experience for all members.
We will continue to monitor attendance and support members in managing their bookings through the MonLife App and online booking system.
Thank you for your support in helping us make our fitness classes accessible and enjoyable for everyone.
The new booking strike process will come into effect on 19th October 2026.
FAQ’s
Why is MonLife introducing a strike policy?
We want to make it easier for members to access classes and activities. When customers book and do not attend, spaces remain unavailable to others who would like to take part. The strike policy is designed to encourage responsible booking and improve availability for everyone.
What is a strike?
A strike is recorded when a customer books an activity and does not attend without cancelling at least 2 hours in advance.
When do I need to cancel my booking?
If you can no longer attend, please cancel your booking at least 2 hours before the session starts to avoid receiving a strike.
Why has this policy been introduced?
The policy has been introduced following customer feedback about classes and activities appearing fully booked, only for spaces to go unused because booked customers did not attend.
How many strikes can I receive?
Customers can receive up to three strikes within a rolling 12-month period before a penalty is applied. Following the penalty, the strike process resets and starts again.
What happens when I receive three strikes?
Once three strikes have been accumulated within a rolling 12-month period, a penalty will be applied in line with the Booking and Cancellation Policy. This means that for 7 days you will be unable to book activities in advance. Following the penalty, the strike process resets and starts again.
How can I check my bookings?
You can view and manage your bookings through the MonLife app, online booking system, or by contacting your local leisure centre.
What should I do if I can no longer attend a session?
Please cancel your booking as early as possible but no later than 2 hours prior to the activity. This allows another customer to take your place and helps us make the best use of available spaces.
What if I have an emergency and cannot attend?
We understand that unexpected situations can occur. If there are exceptional circumstances, please contact monmemberships@monmouthshire.gov.uk as soon as possible so the situation can be reviewed.
Will my strikes ever expire?
Yes. Strikes are tracked on a rolling 12-month basis. Any strike older than 12 months will no longer count towards your total.
Does this apply to all classes and activities?
The new booking strike process applies to pre-booked sessions where attendance is recorded.
How does this benefit members?
The strike policy helps:
- Improve availability of popular classes and activities
- Reduce booking ‘no shows’
- Give more customers a fair opportunity to book their favourite activities
- Create a better experience for all users