Covid-19 FAQs

Please read our FAQ's thoroughly before your visit to ensure your safety and that of our staff.

The safety of our customers and staff is at the forefront of every decision we have made. With physical distancing no longer legally required, many of our services across the facility will be able to operate at a higher capacity. 

To find out what changes will be taking place over the coming weeks, please read the latest news release here.

Please click the links below to read the FAQ's about a specific activity:

General Facility FAQ's
Gym & Group X FAQ's
Swimming Pool FAQ's
Climbing & Bouldering FAQ's
Wellness & Beauty FAQ's
The Phoenix Cinema FAQ's
Jungle World FAQ's


 

General Facility FAQ's

 

What additional cleaning protocols are in place?
Our cleaning protocols have been enhanced throughout the Centre and we have purchased state of the art cleaning equipment to help with this. Following each hour-long bookable session, our team will undertake cleaning of all areas used for half an hour with facilities cleaned and ready to go for the next hour session thereafter. Further deep cleaning will then be undertaken at the end of each day.

Will there be hand sanitisers available?
There are hand sanitisers located at the entrance and exit of the building, as well as a large number situated throughout the facility.

Do I need to wear a face covering?
Anyone aged 12 and over must wear a face covering when you enter the building and are in transit to your activity. You are not required to wear a face covering during your activity, however you are welcome to if you prefer. People who are exempt are not required to wear a face covering.

Do I need to book in advance?
All activities within the centre will require advanced booking until 29th August 2021. From the 30th August, The Gym, Jungle World and Athletics Track will no longer require advanced booking. Advanced booking will still be required for those that attend Group X classes, the cinema and the pool, and should book online rather than with reception where possible.

The only activities that you will not be able to book online are Bouldering, Family Swim Sessions and Squash. Please phone us on 01856 879900 to make a booking. If the phone is engaged, leave a voicemail with your telephone number and someone will get back to you as soon as possible. You may also send an email to enquiries@pickaquoy.com with your name and phone number.

ActiveLife members can book up to 14 days in advance, and seven days in advance for ‘pay & play’ customers.

How do I register or update my details for your system?
Please go to Book Online and click the button of the activity you would like to book. You can either register as a new user, or update your details by logging in with your registration details. You can also update your password if you have forgotten it.

Will you continue to have Track and Trace in place?
We will continue to follow the Scottish Government track and trace guidance. You will see QR codes available located throughout the Centre as well as sign in/sign out sheets, specifically where there is admissions only. Please be sure you scan the QR code and follow the instructions on your mobile phone, or sign in and out on the sheet of paper provided.  

What changing facilities and toilets are available?
All public toilets and changing facilities, including showers, will be available from Monday, 23 August.

Is the lift available?
The lift is available for people with limited mobility and families with buggies. Only one individual or household will be permitted on the lift at any given time due to ventilation requirements. 

Is there a one-way system in place?
We will continue with the one-way system where possible. Although physical distancing is no longer required, please give people space where you can.

Will I still be charged full price if I have to cancel my booking last minute due to COVID-19 symptoms?
If you have COVID symptoms, please do not come to The Pickaquoy Centre. If possible, please let us know as early as possible that you will not be able to attend your session as this may free up a space for another customer. You will not be charged if you cancel your class or gym session due to COVID-19 symptoms. However, we may request proof that a test has been taken before you can book onto another session.

Some of your services are not available, when can I expect those to resume?
We understand that some of our services are not available in the first phase of reopening and this may be frustrating for you. We are continually monitoring the situation and will keep you up-to-date on any change of service through our website and social media channels.

Where can I find your COVID Guidelines for individual activities?
You can find our COVID guidance for Group X, Gym, Swimming, Climbing, Bouldering, Athletics Track and Squash on our Terms & Conditions page.

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Gym & Group X FAQ's

 

Download the Gym and Group X Covid Guidelines below:

COVID-19 Gym Guidelines
COVID-19 Group X Guidelines

You can view our Group X timetable here.

Where do I check in for the Gym?
A member of the fitness team will check in all gym customers at the entrance of the The Gym until 29 August. From 30 August, there will be no more bookable slots and the Gym will be admissions only. Gym users will be required to check-in at a Quick Ticket machine with their ActiveLife membership card or at Reception if you are paying for session. If you do not have a card, please pick one up from Reception. Please also ensure you scan our QR code when you arrive at the gym. Alternatively, you can sign in/out of you gym session at the entrance of The Gym and S&C gym.

Where do I check in for my Group X class?
A member of staff will check in all customers at the entrance of either the Quayside or Studio 2 depending on where your class is held.

What are my cleaning responsibilities when working out in the gym?
When using the gym you must clean all equipment using the disinfectant spray and blue roll provided after using any piece of equipment. We also advise you to clean the equipment before use.

Do I need to wear a face covering during my activities?
Although you need to wear a face covering when transiting throughout the facility, you do not need a face covering when you do your activity. Please remember if you need the toilet during your session, or when exiting the building, you must put your face covering back on. 

Do I need to book in advance?
All Group X classes must be booked in advance. From 30 August, gym sessions will be by admission only and you will check in at the Quick Ticket machines. We highly encourage you to book Group X classes online.

Will changing facilities be available for me to use before I go to the Gym or attend a Group X class?
All changing facilities, including showers, will be available from Monday, 23 August.

Are lockers available?
If you need to store belongings, you can use a locker downstairs near the CV Gym entrance, or upstairs near the Cinema. Please remember to bring a locker token with you, these can also be purchased from reception for £1. 

Will I still be charged for my session if I have to cancel last minute due to COVID-19 symptoms?
You will not be charged if you have to cancel your class or gym session within the usual 6-hour time limit due to COVID-19 symptoms. However, we may request proof that a test has been taken before you can book onto another session.

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Swimming Pool FAQ's

 

Download the COVID-19 Lane Swimming Etiquette below:

COVID-19 Lane Swimming Etiquette

You can view our Pool timetable here.

Do I need to wear a face covering in the pool area?
We ask that you wear a face covering when moving around in communal areas and in the village change. However, you can leave your mask in your locker when you go to the pool. Please take special care to adhere to physical distancing guidelines.

Do I need to book my swim sessions in advance?
All pool activities will require advanced booking. We encourage you to Book Online if you can, or you can telephone us on 01856 879900. The only pool activity that you are unable to book online is the family swim sessions. These can only be booked with a customer services advisor on the phone.

How do I book a Family Swim Session?
We have a number of family sessions available, please see the Pool Timetable for what sessions are available. When booking a family swim, the person booking the session should make the booking over the phone and each member of the family must be registered with us including babies.

How long will the session last?
All sessions will last for one hour. Customers should arrive no earlier than 5 minutes prior to the session commencing. Please be aware that customers arriving more than 5 minutes after their booking time has commenced will not be allowed to participate in their activity. Customers should have vacated the Village Change by the end of their 60-minute slot. Please ensure you finish your activity and get out of the pool with enough time to get changed and exit the facility.

Is there a one-way system in place?
There is a one-way system in the Village Change. This is clearly marked leading towards the swimming pool. Although physical distancing is no longer legally required, please give others space as much as possible.

Will I still be charged full price if I have to cancel last minute due to COVID-19 symptoms?
You will not be charged if you have to cancel your pool session within the usual 6-hour time limit due to COVID-19 symptoms. However, we may request proof that a test has been taken before you can book onto another session.

Some of the normal pool sessions are not available, when can I expect those to resume?
We will be looking to reintroduce the sessions that were previously on our timetables as soon as we can and have had the opportunity to monitor and review our initial offering.

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Climbing and Bouldering FAQ's

 

Download our Climbing & Bouldering COVID-19 Guidelines below:

COVID-19 Climbing Guidelines 
COVID-19 Bouldering Guidelines

You can view the Climbing and Bouldering timetables here.

How many people are permitted to use the Bouldering Cave at a time?
Up to six people are allowed to be in the Bouldering Cave during a bookable slot. Anyone aged 12 and above must wear a face covering whilst in the cave.

Do I need to wear a face covering when climbing or bouldering?
You do not need to wear a face covering while you are using the Climbing Wall but must wear a face mask at all times when belaying.

If there is more than one household using the Bouldering Cave during a booked time slot, both parties must have a face covering on at all times. 

Where do I check in before my session?
You must go to Reception to check-in before your climbing or bouldering session.

Am I able to hire equipment?
All customers must bring their own equipment at this time. We are unable to hire equipment out until it is safe to do so.

Do I need to book in advance?
All climbing and bouldering activities must be booked in advance and can only be booked over the phone on 01856 879900.

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Wellness & Beauty FAQ's

 

What are your hours of operation? 
Each therapist has a personal schedule, you can see when their hours are over on the Therapists page.

What kind of Personal Protective Equipment (PPE) will the therapist be wearing during my visit?
The therapist will be wearing a face mask, possibly a face shield and a fresh apron during your visit. The therapist will change PPE after each client.

Do I need to wear a face covering?
You will need to wear a face covering when moving throughout the building and while you're receiving your treatment (unless in facedown position during massage).

Will I have to have my temperature taken on arrival?
Yes, we are asking customers to allow the therapist to take their temperature on arrival.

Will I have to complete a COVID-19 disclaimer before my appointment?
We require you fill out a COVID-19 disclaimer before every appointment and email it to enquiries@pickaquoy.com once completed. This will then get forwarded onto your therapist. The form can be downloaded from your confirmation email once you book your appointment, or you can download it here.

Do I need to book in advance?
All bookings must be taken in advance, you can do this by phoning the Customer Services team on 01856 879900.

Will I have to pay for my treatment in advance?
Yes, all treatments must now be paid for at the time of booking.

Will I still be charged if I have to cancel last minute due to COVID-19 symptoms?
You will not be charged if you cancel your treatment due to COVID-19 symptoms. If you do have symptoms, please do not come to The Pickaquoy Centre. If possible, please let us know as early as possible that you will not be able to attend your treatment as this may free up a space for another customer.

Some of your services are not available, when can I expect those to resume?
Unfortunately there is a reduction of available treatments, please visit the Treatments page to see what's available.

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The Phoenix Cinema FAQ's

 

Download the COVID-19 Phoenix Cinema Guidelines below:

COVID-19 Phoenix Cinema Guidelines

What are the Cinema opening hours?

Click here to view our Cinema schedule.

The cinema will open 15 minutes before the advertised start time of each show, please do not arrive any earlier than this. After your screening, please exit the building promptly.

What additional cleaning protocols are in place for the Cinema?
Cleaning protocols have been enhanced throughout the Centre and we have purchased state of the art cleaning equipment to help with this. Following each show, our team undertake thorough cleaning of all touchpoints in the cinema, ready for the next screening.

Please make sure you take all rubbish with you when you leave the cinema, and place into the general waste and recycling bins provided.

Do I need to book in advance?
Tickets for cinema screenings should still be booked in advance where possible, but you can now purchase tickets from reception in person directly before each screening.

We encourage you to Book Online if you can, or you can telephone us on 01856 879900. A confirmation email will be sent to you after you book, this is your ticket/s so please bring this with you to show to staff at the cinema when you arrive. At the time of your screening make your way straight to the cinema – there is no need to go to reception if you have bought your tickets in advance.

How do I register or update my details for your system?
Please go to Book Online and click the button of the screening you would like to book. You can either register as a new user, or update your details by logging in with your registration details. You can also update your password if you have forgotten it.

Can I choose where I sit in the cinema?
Physical distancing is no longer required in cinemas, but due to the ventilation capacity of our cinema we have blocked off 23 seats that are unable to be booked. All other seats are now available, and there are no restrictions on who you can choose to sit with.

We understand that some customers may still feel nervous about being too close to others, and would like to assure you that our auditorium is large enough that during most screenings there will plenty of space to sit apart from other customer groups. We suggest you check how busy a screening is going to be and choose your seats accordingly when you book, you can do this by looking at the online booking page for each screening on our website – as you look at the seating plan, 23 of the Sold/Unavailable seats will be the ones we have blocked, any other unavailable seats will be where other customers have booked. If you are unsure when you arrive at the cinema, please speak to the projectionist checking tickets on the door of the cinema and they will be able to help you find a suitable seat.

Click here to see the current cinema seating plan, showing where the 23 blocked seats that are not for sale are located.

Do you still need to record my contact details?
We are still recording contact details for all customers and where you are seated within the cinema, to comply with the Scottish Government Test & Protect protocols. We also have QR codes available for customers to self-scan for Test and Protect.

Do I need to wear a face covering in the cinema?
Anyone aged 12 and over must wear a face covering when moving around in all communal areas of the Centre, and in the cinema. You are only permitted to remove your mask if you are asked to by a member of staff for ID purposes, or when eating or drinking while sitting in your allocated seat during the screening. Please keep your face covering on at all other times.

If you are exempt from wearing a face covering, you do not need to wear one. Our staff may politely ask you to put on your face covering when they see you in the Centre, please just let them know you are exempt if this applies to you.

More details on face coverings and who is exempt can be found on the Scottish Government website.

Is the cinema kiosk open?
The cinema kiosk is open before each screening – although physical distancing is no longer legally required, we do recommend that you give other customers space when choosing your snacks and queuing. There are no hot drinks or pic 'n' mix available at this time, but we are looking into how we can safely bring these back in the future. We are accepting cash payments, but encourage all customers to use contactless if possible. Once the film has started and the kiosk has closed, no further purchases will be permitted. 

Will I be able to get a refund if I have to cancel my booking last minute due to COVID-19 symptoms?
If you have COVID symptoms, please do not come to The Pickaquoy Centre. Please let us know as early as possible that you will not be able to attend your screening, as this may free up a space for another customer. You will be refunded if you cancel your booking due to COVID-19 symptoms, if you contact us before the scheduled start time of the film. However, we may request proof that a test has been taken.

Can I still use my cinema loyalty card?
Yes, we are still running our usual cinema loyalty scheme. Loyalty stamps will only be given out at the cinema kiosk, when you attend your cinema screening. To redeem a free ticket from a completed loyalty card, this must be booked at reception.

When are new cinema listings advertised and available to book?
We programme our film schedule 1-2 weeks ahead, all confirmed films will be listed on our website once they are available for booking. We recommend that you sign up to our weekly mailing list to keep up to date with what's on.

We will always keep you up-to-date on any change of service through our website and social media channels.

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Jungle World FAQ's

 

 

Download the COVID-19 Jungle World Guidelines below:

COVID-19 Jungle World Guidelines

How do I book onto Jungle World?
All bookings must be made in advance until the 29th August. From 30 August Jungle World will be by admission only. 

How long will I be able to use Jungle World for?
All slots will be for a one hour time limit up until the 29th August. From 30 August there will be no time limit in Jungle World.

Do I need to wear a face covering?
Anyone aged 12 and above will need to wear a face covering in all communal areas of the centre. Individuals 12 and above should wear a face covering inside of Jungle World if other households are using the area. Please read the Scottish Government guidance on face coverings.

How do I check-in for my session?
You will need to check in at reception. 

Will I still be charged if I have to cancel last minute due to COVID-19 symptoms?
You will not be charged if you cancel your booking due to COVID-19 symptoms. If you do have symptoms, please do not come to The Pickaquoy Centre. If possible, please let us know as early as possible that you will not be able to attend your session as this may free up a space for another customer. We may, however, ask for proof that a test was taken.

Will there be disinfectant spray available inside of Jungle World?
Although all of our touchpoints around the Centre will be disinfected regularly before and after every hourly slot by our staff, we do advise you to disinfect door touch points before and after your activity. There will be disinfectant spray and blue roll provided on shelving inside the seating area accessible for adults only.

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