Frequently Asked Questions (FAQs)

Last updated: Wednesday, 20 October 2021


Frequently Asked Questions (FAQs) 

What are your opening hours?

Please view our roadmap for reopening with COVID-19 for all information on all available facilities and services under our 3 stages of reopening.

Facility opening hours

Willoughby Leisure Centre

  • Monday – Friday:
    5:30 AM* – 8:00 PM**
  • Saturday – Sunday:
    7:00 AM – 2:00 PM**

*Health Club opens at 6:00 AM on weekdays (Mon-Fri).
**Pool closes 15 mins prior to facility close.   

From Monday, 25 October, standard opening hours resume:

Monday to Friday:
5:30 AM* – 9:00 PM**

Saturday and Sunday:
7:00 AM – 7:00 PM**

*Health Club opens at 6:00 AM on weekdays (Mon-Fri).
**Pool closes 15 mins prior to facility close.



What is open?

Please view our roadmap for reopening with COVID-19 for all information on all available facilities and services under our 3 stages of reopening.

We are currently in stage 2 of reopening.

Is the pool open?

Yes, the pool is open for Swim School lessons, squad programs, lap swimming and aqua aerobics classes.

Recreational swimming is not currently permitted under the NSW roadmap for easing COVID-19 restrictions until 1 December. For further information, please refer to our roadmap for reopening with COVID-19

Bookings are required for lap swimming and rehabilitation exercise. Each session will run for 55 minutes and all visitors will need to leave by the end of their booked session. Entry is permitted up to 30 minutes after a booked pool session commences; however, you will need to leave by the end of your session time. 

Members and multi-visit pass holders can book up to 7-days in advance. Casual visitors can book up to 1-day in advance. 

The pool will be closed for lap swimming at the following times due to phyiscal distancing requirements for swimming lessons and squad programs:

 Monday to Friday:  3:00 PM - 6:30 PM
 Saturday:  7:00 AM - 8:30 AM
 Saturday & Sunday:  8:30 AM - 12:30 PM (open with limited lanes) 


Do I need to wear a mask to enter the facility?

Face masks must be worn by staff and customers in all indoor areas including the Pool Hall, Health Club (gym) and Sports Hall.

Persons engaging in strenuous physical exercise are exempt from mask wearing, unless they are participating in an indoor group fitness class. 

Masks may be removed when swimming or participating in aqua aerobics classes

Children under 12 years are not required to wear a mask.

How can I show proof of my COVID-19 vaccination status?

Any person entering the facility will be required to show proof of vaccination or a valid COVID-19 vaccine medical contraindication form. We will need sight your proof of vaccination each time you enter the facility.

You are also required to complete the NSW government COVID-19 Check-in (QR code) upon entry.

We ask all members and guests to be patient as we work through this process.

How to show proof of COVID-19 vaccination status

Add your COVID-19 digital certificate to the Service NSW app

You can now add your COVID-19 digital certificate to the Service NSW app. This will allow you to quickly check-in and show proof of vaccination wherever it’s required.   

Find out more 

Please visit the NSW government website for instructions on how to get proof of COVID-19 vaccination status.

Other methods of providing proof of vaccination

There are 2 other ways to show proof of your vaccinations:

More information is available on the Services Australia website.



Are the change rooms and lockers available?

Toilets and change rooms are available. Showers will remain closed until  Monday, 25 October. View our roadmap for reopening with COVID-19 for more details. 

We encourage all visitors to arrive showered and dressed for their activity or exercise. 

Lockers are available.

Are showers available?

Yes, showers are available under stage 2 of our reopening roadmap; however, we encourage all visitors to arrive showered and dressed for their booked activity or exercise. 

Do I need to book?

Bookings are required prior to attending a group fitness class or the pool.

You can book in advance via the Member Portal or by calling us on (02) 9958 5799.

How do I book online?

For members

Before attempting to book online, please ensure you have requested to reactivate your membership and received confirmation of reactivation.

You are required to book your session online via the Member Portal in advance. If you already have an account, you can keep using this. If you have a membership or multi-visit pass, and you are unsure of your username (email), please contact us to check.

For instructions on how to book once you have an account, please refer to our instructions for booking guide. Our friendly staff are available to help, should you experience any issues while booking.

Other visitors

If you are new to Willoughby Leisure Centre, or don’t believe you have a profile (and are not a member or multi-visit pass holder), please book your visit via the Bookings & Availability page. This will allow you to create a new account during the booking process. Please note, casual visitors will only be able to book up to 24-hours in advance.

When do I need to arrive for my booking?

For group fitness bookings, please arrive 5-minutes prior to your session commencing. You will be unable to enter if you arrive more than 10-minutes past the start of your session.

Please note everyone must leave by the end of their session timeslot.

What if I can't make my booked time?

If you are unable to attend your booked timeslot, please cancel your booking so that someone else may book.

What are the rules for booking / scheduling?

Members and multi-visit pass holders (e.g. 10-visit swim pass)

May boook up to seven-days in advance.

Casual visitors

May book up to one-day in advance.

How do I visit the Centre?

All group fitness participants are required to book into a class before attending the Centre.  Bookings are not required to visit the Health Club.

  • If you have a profile already, please book via the Member Portal.
  • If you do not have a profile, please choose a session using the Bookings & Availability section of our website. You will be asked to create a profile (username & password) during the booking process, and can use these details to book via the Member Portal for future visits.
  • If you are unsure whether you have a profile already, please contact us.

Booking limitations apply

All sessions are 45 - 60 minutes; you will be required to leave at the end of your class, unless you have booked multiple sessions back-to-back.

We are asking all visitors to arrive showered and dressed ready for their booked activity.

Members and visit pass holders:

  • May book up to 7 days in advance for eligible sessions
  • Cancel at any time prior to the session start time

Casual visitors:

  • May book up to 24 hours in advance for sessions
  • Cancellation not available unless exceptional circumstances apply. In the event of non-attendance, your fee is forfeited. 

Are there restrictions on equipment use?

To facilitate physical distancing, we have reduced equipment available for use in the Health Club.

Selected cardio equipment has been unplugged and other equipment removed to facilitate the 1.5 metre physical distancing rule.

We have also removed some of the smaller items like, foam rollers, mats and blocks that are often passed from person to person.

What COVID Safe practices are in place?

Willoughby Leisure Centre is registered as a COVID Safe business. Your health and safety is our priority. We have maintain many of the same processes we used when we re-opened last year.

You will notice several measures to keep visitors and staff safe while providing health and fitness facilities to the community, including:

  • Staff to monitor cleaning, physical distancing and visitor check-in
  • Compulsory QR and vaccination status check-in for all members and visitors
  • Compulsory bookings to attend the Centre to help manage venue capacity limits
  • Limit of 20 people per Group Fitness class
  • Limit of 20 people in the Health Club
  • Limit of 1 person per 4 square metres for all facility areas and 1.5 metre physical distancing (signage to indicate capacity)
  • Additional protective measures including; increased cleaning, floor markers, counter guards and face mask use for staff and patrons.

We thank you in advance for your patience and understanding while we do our best to provide as many opportunities for you to attend our facilities in the safest way possible.

Health and Safety

The following compulsory protocols have been implemented to keep you safe:

  • Stay at home if you are sick
    Please do not enter the facility if you are feeling unwell or have a fever, cough or shortness of breath. Our team will be doing the same.
  • Wash your hands and use the hand sanitiser
    Regularly wash your hands and use the hand sanitiser provided. We have installed additional stations so there is plenty available.
  • Café re-opens – from Monday 18 October
    We love to see our customers stay around after their workout for a chat and coffee in the café. Please help us to manage the facility capacityand safety by limiting numbers to 20 people in the café and comply with the social distancing rules.
  • Book your visit in advance
    You are required to book your session online via the Member Portal in advance, or call us on (02) 9958 5799 to book. For the safety of you and our employees, we are limiting face to face contact including over the counter transactions. On the odd occasion that you do have to pay in centre, we are only accepting card payments (no cash).
  • Physical distancing
    Please maintain a minimum distance of 1.5 metres from other customers and staff. Floor markers will indicate a safe distance at the front entrance and various locations throughout the centre. We ask that you avoid waiting in high-traffic areas. Please take note of this signage and observe social distancing at all times.
  • Toilets and change rooms will be available, no showers.We kindly ask you come prepared for your class or activity. Toilets and change rooms are available. Showers are not available.
  • More frequent cleaning and disinfecting of surfaces
    We will undertake frequent cleaning and disinfection of the facilities. This includes equipment that may be used in classes. We will also be regularly disinfecting high touch surfaces. Members are also asked to wipe down the equipment before and after use.
  • Bring your own water bottle, towel and mat
    Ensure you bring your own water bottle and towel to each session. If you are attending a group fitness class that requires a mat, you will need to bring your own. Please understand that for your own safety, and the safety of others, you will not be able to use the Healthclub if you do not bring your own towel.

Will only fully vaccinated members & visitors be permitted to visit the Centre?

Yes. The health and safety of our staff and community are our priority.

In line with NSW Government information, all visitors and employees (16 ) who are fully vaccinated (or have a COVID-19 vaccine medical contraindication) are able to access Willoughby Leisure Centre. 

Proof of vaccination or a valid COVID-19 vaccine medical contraindication form (as per HSW Health) is required for all adults (16 ) at the time of entry.

People under the age of 16 who are not fully vaccinated are allowed into the facility, but must be accompanied by a fully vaccinated member of their household.

Are all Willoughby Leisure Centre staff fully vaccinated?

All staff working at the centre are required to be fully vaccinated.

How will the facility be ventilated?

In the Sports Hall all louvre windows and emergency doors will be open and the fans will be turned on to ensure the room is well ventilated during classes.

In the Cycle (RPM) room a new exhaust system has been installed during the closure to ensure we adhere to NSW Health ventilation requirements. This will circulate air from outside down into the cycle room.

In the Health Club, all louvre windows will be open and the ceiling fans will be turned on.

There is a preventative maintenance program in place to regularly clean, check and replace filters within the air handling system.

How is physical distancing being managed?

We have been guided by NSW Health, which calls for 4-square-metres of space per person. We have calculated the maximum capacities of each area and limited capacity in the facility to ensure social distancing can be maintained.

It is important that each individual takes the personal responsibility for maintaining the recommended 1.5 metres distance from other persons at all times.

Will the centre be crowded?

Physical distancing is a primary requirement of our COVID Safe plan and it is why we are limiting visitor numbers and class times. 

In addition, all visitors are required to pre-book their classes so that everyone is aware of the capacity at any given time.

Floor markers and barriers will be in place to ensure physical distancing compliance. Staff will be monitoring physical distancing especially outside the facility where gathering may occur.

Are group fitness classes running as normal?

We have tried to keep the group fitness timetable as close to what it was prior to closure, with the exception of Aqua classes. which will resume from Monday 18 October 2021, depending and on advice from NSW Health. You can view the full schedule of our classes on the Willoughby Leisure Centre website, noting the following information:

  • Sports Hall and outdoor classes limited to 20 participants per class.
  • Cycle classes limited to 10 participants per class.
  • Bookings can be made via the online Member Portal.
  • Classes are subject to immediate change.

Are outdoor classes running?

We have added four additional outdoor classes, and also moved five early morning indoor classes, outside.

Participants in these classes are not required to wear a mask.

View our group fitness timetable online.

What are you doing to manage cleanliness in the facility?

We have always taken pride in our facilities’ cleanliness, but will be taking extra steps to ensure the cleanliness of the facility during this time:

  • Regular cleaning as per Safe Work Australia recommendations for cleaning of workplaces.
  • More frequent cleaning and disinfecting of surfaces that are frequently handled by multiple people such as doorknobs, handles, handrails, lockers, change rooms, sinks, toilets, benches, the front desk, keyboards, computers, phones, EFTPOS keypads, and gym and group fitness equipment.
  • Health Club staff will regularly be disinfecting all equipment.
  • There will be no sharing of equipment in group fitness classes.
  • Towels are mandatory for entry into the Health Club.
  • Members will be encouraged to bring their own water bottles; water fountains will be available to fill water bottles only.
  • Alcohol-based hand sanitiser will be available in various locations for customers to use
  • Members will be required to clean each piece of equipment after use with disinfected wipes or disinfected spray and single-use paper towel. Sanitising materials will visible and easily accessible to customers.
  • Contract cleaners will disinfect and clean the Health Club and change rooms during the middle of the day and will clean the whole facility in the evening after the facility closes.

I have a multi-visit pass, how does this work?

Your multi-visit pass will be available to use for online bookings.

Multi-visit passes can be renewed via the Member Portal.

If I'm not a member, what are the prices?

Please refer to the admission prices page of our website for a list of all entry fees.

Will concession discounts be available online?

Yes, Concession visits can be purchased be purchased online. Please view our admission prices online. 

Please ensure you bring your valid concession card with you as verification is required.

If you purchase a concession multi-visit pass, you can use this to book online.

Are the spa and sauna open?

The spa and sauna are to remain permanently closed as both areas require extensive works. We look forward to a providing a new sauna and spa on pool deck within our upgraded facility. View the Willoughby Leisure Centre pool area upgrade details online.

Can I hire the facilities?

The facilities will not be available for hire during this time for casual basketball or badminton.

View our roadmap for reopening.

Is the crèche (Play Club) open?

The crèche will reopen on 1 November 2021.

Opening times and hours are Mondays, Wednesdays and Friday, from 8:30 AM to 12:00 PM.

Cost will be $4.00 per hour for a maximum of 2-hours. 

Can I cancel my membership?

Members may cancel their membership if they choose by completing a departure form; however, we encourage anyone wishing to cancel to take advantage of the free suspension period until 1 December 2021.

How do I get in contact?

To get in touch, please use our general enquiry form, email, or call us on (02) 9958 5799 during our opening hours.