Reopening Plans

We are delighted to welcome you back!

The safety of our customers and staff is at the forefront of every decision we have made. We are taking a phased approach to reopening and ask for your patience and cooperation as we all adjust to the new guidelines in place here in the Centre.

We have created a list of Frequently Asked Questions for each of the areas that will reopen in this initial phase. We ask that you read these carefully before attending an activity as this will help all involved have a safe and enjoyable experience. 

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 are your hours of operation?
Monday-Friday 0645-2130
Sat & Sun 0845-1730

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?
You 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, however we ask that all customers be mindful of the two metre physical distancing guidelines at all times.

What activities are available?
The Swimming Pool, The Gym, The CV Gym, S & C Gym, Climbing & Bouldering, Squash and the Athletics Track will be available during the first phase of our reopening plan.

Do I need to book in advance?
All activities within the centre will require advanced booking, either online or over the phone, with activities paid for at the point of booking. We will not be able to facilitate walk-ins. You can pre-book all activities at by clicking the Book Online link.

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

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.

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.

How many sessions can I book?
There is no limit on how many sessions a customer can book in a day or a week, but we do ask that you be considerate when booking so all customers get the chance to attend the services available.

Will toilets be available?
Toilets will be available for customer use. If you need to use the toilet during your activity, please remember to put your face covering on when in transit. Some of our toilets  will not be available in the initial stages or reopening, these toilets will be clearly marked.

Will changing facilities be available?
Dry side changing facilities will not be available, so we ask that all customers come ready for their activity. Wet side changing will be restricted. Please visit our Swimming Pool FAQ’s for further details.

Will I be able to use the lift?
The lift will be 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. If you are waiting for the lift, please adhere to physical distancing guidelines, and we encourage you to sanitise or wash your hands after you use the lift.

Is there a one-way system in place?
We have incorporated a one-way system where possible. You will see a number of COVID specific signs, banners and floor markings throughout the centre and we would politely ask that you read these and follow the guidance given to keep both you, other customers and our staff as safe as possible.

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

What are your hours of operation for The Gym, CV Gym, The S & C Gym and Group X Classes?
Monday-Friday 0645-2115
Sat & Sun 0845-1715

You can view our Group X timetable here.

How many sessions can I book?
There is no limit on how many sessions a customer can book in a day or a week, but we do ask that you be considerate when booking so all customers get the chance to attend the Group X classes and Gyms.

How many people can be in the Gym at one time?
There are 12 bookable slots for The Gym (Weights & C.V.) and 4 for the S & C Gym. This allows for individuals to physically distance throughout the duration of their workout.

How many people can attend a Group X class?
As all classes will be held in the Arena, there will be up to 24 bookable slots available depending on the class. This allows at least two metres between individuals at all times.

Will there be hand sanitisers available?
Hand sanitisers are available at the entry and exit of the CV Gym currently located within the Arena. There are also hand sanitisers in The Gym and The S&C Gym.

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 Gym sessions and Group X classes must be booked in advance. We encourage you to book online to save time, or you can phone reception on 01856 879900.

Can I come to my session midway through my time slot?
If you are attending a session in any of the Gyms, you must arrive no earlier than 5 minutes before and no later than 5 minutes after your booked slot. If you arrive later than 5 minutes from your booked time, you will not be admitted.

Can I move between Gyms?
Yes, you can move between The Gym and The C.V. Gym only. You are not permitted to move between The Gym (weights & C.V.) and The S&C. This is to adhere to the Scottish Government's Track and Trace system, and to control the number of people in the building at any given time to reduce the risk of spreading COVID-19.

Will toilets be available?
Yes, the available toilets will be clearly marked and sign posted.

Will changing facilities be available for me to use before I go to the Gym or attend a Group X class?
No, changing facilities for Gyms or Group X classes will not be available at this time. Please come ‘gym and class ready’. All belongings will need to be stored in lockers or plastic containers provided.

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 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.

Some of your services are not available, when can I expect those to resume?
We will be looking to reintroduce Personal Training, Personalised Programmes, Body Composition Analyses and specific group training as soon as we can and have had the opportunity to monitor and review our initial offering. We will be constantly monitoring our Group X classes and make adjustments where necessary.

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Swimming Pool FAQ's

Download the COVID-19 Lane Swimming Etiquette below:

COVID-19 Lane Swimming Etiquette

What are your hours of operation?
Monday-Friday 0700-2130
Sat & Sun 0900-1730

You can view our Pool timetable here.

Will there be hand sanitisers available for use in the pool?
There are hand sanitisers positioned at the entrance to the village change and at the vanity area.

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 many sessions can I book?
There is no limit on how many sessions a customer can book in a day or a week, but we do ask that you be considerate when booking so all customers get the chance to use the pool.

How do I book a Family Swim Session?
We have a number of family sessions available, please see the Pool Timetable for further information. 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.

There is a maximum of 6 family members per booking. If there are more than 6 people in your household, then special arrangements can be made, please ask when booking. (Admission policy applies - view here).

Family sessions are currently available in the main pool only. ‘Tanks’ will be roped off and the pool will be set at a depth of 0.9 metres deep.

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.

Will toilets be available?
The Village Change and the Poolside Toilets will be available. These will be cleaned after each session. Hairdryers will not be available.

Will Cubicles and Lockers be available?
Changing cubicles and lockers are available. On arrival, as you are checked in for your session, you will also be allocated a numbered cubicle and matching numbered locker. These will be clearly marked. It is important customers use the cubicle and locker they have been allocated. Where possible, families will be allocated the family cubicles. Cubicles and lockers will be cleaned after each session.

Do I need to shower before my swim?
We request that all customers arrive ‘beach ready’. Whilst cubicles are available, we ask that you arrive having had a shower and wearing your costume under your clothes. This will help minimise time in the cubicles and changing room. Reduced numbers of showers are available but should only be used if available for a quick rinse before and after using the pool, please avoid queuing. Soap or shampoo should not be used.

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. Please adhere to the one-way system when going to your cubicle, locker and to the pool, adhering to physical distancing guidelines at all times.

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

What are your hours of operation?

The Climbing Wall will be available for a number of public sessions and courses throughout the week.

You can view the Climbing and Bouldering timetables here.

Will there be hand sanitisers available near the Climbing Wall and Bouldering Cave?
There is a hand sanitizer near the fire exit door alongside the Climbing Wall and outside of the Bouldering Cave.

How many households are permitted to use the Bouldering Cave at a time?
Two households are allowed to be in the Bouldering Cave during a bookable slot. Due to physical distancing requirements, both parties must wear a face covering at all times.

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 are two households 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.

Only one household is allowed to use the Bouldering Cave at a given time.

If you have booked a climbing or bouldering session, you must arrive no earlier than 5 minutes before and no later than 5 minutes after your booked slot. 

Is there a one-way system in place?
For accessing the Climbing Wall there is a one-way system in place. Exit from the Climbing Wall will be via the fire exits in the Arena.

For the Bouldering Cave there will be a 2-way system along the bottom corridor running parallel to the main arena in place, this will be done to ensure physical distancing can be maintained at all times.

Some of your services are not available, when can I expect those to resume?
Inductions will resume when restrictions and guidelines are relaxed enough for it to be felt that the safety of our customers and staff can be guaranteed.

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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 and/or face shield, and 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.

Can I attend my appointment if I have travelled outwith Orkney in the last 14 days?
We ask that you do not book an appointment if you have travelled out of Orkney in the last 14 days as this helps prevent the spread of COVID-19.

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The Phoenix Cinema FAQ's

Download the COVID-19 Phoenix Cinema Guidelines below:

COVID-19 Phoenix Cinema Guidelines

What will be 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 following the one-way system, as sign posted after you leave the cinema.

Where do I check in?
A member of the fitness team will check in all gym customers at the reception area. At this point you will collect a plastic box for your belongings if required. You must keep this box with you throughout the duration of your visit.

Will there be hand sanitisers available?
There are hand sanitisers positioned at the entrance to the cinema and at various points around the building. We encourage you to use these during your visit.

What additional cleaning protocols are in place for the Cinema?
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 show, our team will undertake thorough cleaning of all touchpoints in the cinema, ready for the next screening. Further deep cleaning will then be undertaken at the end of each day.

Please make sure you take all rubbish with you when you leave the cinema, and place into the general waste and recycling bins provided, as this reduces the risk of spreading the virus.

Do I need to book in advance?
All tickets for cinema screenings will need to be booked in advance. 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.

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?
Due to physical distancing guidelines, there is a reduced number of seats available to book. All customers will have to sit in allocated seats in one of our ‘bubbles’ which are 2 metres distanced from each other – only one household (or extended household, as defined by the Scottish Government) will be able to sit together, and you will need to book all the tickets you require in one transaction. Please choose a bubble that is the closest match to your group size when booking. Please be aware, your allocated seat numbers may be subject to change up to the screening time. This is to ensure we can cater to as many people as possible, and to ensure we are adhering to the physical distancing guidelines for every screening. We will need to record your contact details and where you are seated within the cinema, to comply with the Scottish Government Test & Protect protocols. 

Click here to see our standard film seating plan, and here to see our family seating plan.

None of the bubbles match my group size – can I book for a larger family group?
If none of the available bubbles match your group, e.g. there are more than 6 people in your household and you want to sit together, please contact us and we will try to accommodate you where possible. As fewer seats are available overall, please book as early as possible to avoid disappointment.

Do I need to wear a face covering in the cinema?
You 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.

Will the cinema kiosk be open?
The cinema kiosk will be open before the film, please follow physical distancing guidelines when choosing your snacks and queuing. We will have a slightly more limited offering in the kiosk than usual – unfortunately there will be no hot drinks or pic 'n' mix available at this time. Once the film has started and the kiosk has been closed, no further purchases will be permitted. We will be accepting cash payments, but would encourage all customers to use contactless if possible.

Will toilets be available?
Toilets will be available for customer use. If you need to use the toilet during the film, please remember to put your face covering on when in transit. Some of our toilet facilities will not be available, these toilets will be clearly marked.

Is there a one-way system in place?
We have incorporated a one-way system around the Centre where possible. You will see a number of COVID specific signs, banners and floor markings throughout the building and we would politely ask that you read these and follow the guidance given to keep both you, other customers and our staff as safe as possible.

As there is no one-way system inside the cinema, all customers must adhere to 2m physical distancing guidelines as they make their way through the kiosk and to their assigned seats.

Will I be able to use the lift?
The lift will be 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. If you are waiting for the lift, please adhere to physical distancing guidelines, and we encourage you to sanitise or wash your hands after you use the lift.

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. However, we may request proof that a test has been taken before you can book into another film.

What happens if I have an expired multi-visit cinema card or annual membership?
If your multi-visit card expired during the period we were closed, a further six months will be added to it. To use a multi-visit card, you will need to book your cinema tickets at reception, where our customer service staff will update the expiry date for you.

All memberships were frozen when we closed in March, and monthly payments will start up again once we re-open the cinema. If you pay for your membership annually, this will automatically be extended for the same amount of time as we were closed.

Can I still use my cinema loyalty card?
Yes, we will still be 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.

Why don’t you have as many cinema screenings available to book as usual?
At the moment we are only programming films two weeks ahead, in order to be more reactive to changes in government guidance and within the cinema industry as they happen. Due to the worldwide pandemic, fewer ‘blockbusters’ are currently being released in cinemas and many films’ release dates are regularly changing. All confirmed films will be listed on our website once they are available for booking. We encourage you to sign up to our weekly mailing list to keep up to date with what's on. 

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.

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Jungle World FAQ's

Download the COVID-19 Jungle World Guidelines below:

COVID-19 Jungle World Guidelines

What are the hours of operation for Jungle World?

Monday to Friday 0900 – 2000
Saturday to Sunday 0930 – 1630

These will be hourly bookable sessions with one hour cleaning time between each bookable slot.

How do I book onto Jungle World?
All bookings must be made in advance. This will not be possible to do online so must be done over the phone to our reception team on 01856 879900.

How long will I be able to use Jungle World for?
All slots will be for a one hour time limit. This includes arrival time and departure time to allow our staff to clean the soft play area ready for the next booking.

Can I attend Jungle World with another household?
You can only come to Jungle World with your household (or extended household as defined by the Scottish Government). We will be taking up to two families for each hourly booking. Parents or carers should remain on either side of the area unless wearing their face covering and supervising their child/ren. No spectating should take place other than a parent or carer who is supervising a child or vulnerable adult.

Parents should remain on either side of the area unless wearing their face covering and supervising their child/ren. No spectating should take place other than a parent or carer who is supervising a child or vulnerable adult. Please ensure physical distancing is maintained.

Do I need to wear a face covering?
You will need to wear a face covering in all communal areas of the centre. Customers do not have to wear a face covering inside of Jungle World. There are some exemptions to this requirement, including babies and all children under 5. You are only permitted to remove your face covering when you enter the Jungle World area but must be mindful of physical distancing between other adults during this time. You must wear your mask if you wish to leave Jungle World (i.e. use toilet facilities). 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. Please arrive no more than 5 minutes before your booking is due to start, or 5 minutes after your booked time slot. This is to avoid congregation and to check all customers in safely.

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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