Frequently Asked Questions – Online Class and Waitlist Reservations

Answering your frequently asked questions about class registration

CLASS REGISTRATION

When can I sign up for a class? And how far in advance can I sign up?

Online registration for classes opens 6 days in advance at 12:01am, at which point you can register. You can register up until 30 minutes before the start of the class. 

How do I sign up?

Through our website, on our Classes page. Simply scroll down the schedule and choose the class you want. You can also filter by class type. You’ll be prompted to enter your log-in info or to create an account. When you create an account, make sure to use the same email address that we have on file for you. Follow the prompts to secure your spot. 

You can also use our Branded Mobile App to sign up for classes and manage your account! Download the Castle Hill Fitness app for iOs or Android, and create or log in to your account. Need help setting up your account on our Branded app? Click here for a detailed step-by-step guide. 

What do I do when I arrive?

Be on time. Anyone who has not arrived by class start time to a fully reserved class will have their spot given to a waitlist client. If you are delayed, please let our front desk know immediately so your spot can stay reserved by calling us at (512) 478-4567. If you don’t get a hold of us the first time, hit redial and keep trying until you do – we want you to make your class!

How do I cancel my reservations? 

To cancel your class online, go to castlehillfitness.com and use the Member Log-In portal in the top right-hand corner of the home page. Once you’re logged in, view and cancel your reservations under ‘Manage my Schedule’.

To cancel your class through the app, click on “Home” or “Profile” in the bottom navigation bar. You should see the class you’re registered for, with a “Cancel” option next to it. 

How far in advance do I have to cancel?

We understand things come up. However, to ensure a fair opportunity for all, we require a 4-hour cancellation policy for class reservations. If you do not cancel within this time frame, you will be charged a late fee:

• Members: $30
• Drop-in clients: Single Class pass, or the reduction of one class from a non-member class package.

Why do you charge a fee for late canceling or no-showing? 

When you don’t show or late cancel a class, it makes it very difficult for us to fill your spot. We assume that you want to take every class you sign up for, and when you don’t arrive, it’s unfair to other clients that do want to take the class.

I didn’t reserve online in time, and now the class is full. What do I do?

Sign up for the class, and you’ll be added to the waitlist. Many people sign up for classes in advance, then life gets in the way and they cancel. So you still have a good chance of getting in! You must have an active membership pass or class pass to use the waitlist. 

WAITLISTS

What does it mean to join a class waitlist?

Joining the waitlist means that, if someone on the class roster cancels, you will automatically be moved into the class. People are added into the class from the waitlist in the order in which they signed up. When you waitlist a class, you are setting your intention to take the class. 

I received a notification I got into the class, but I can’t make it. What should I do?  How do I ensure I don’t get late canceled?

Please remove yourself from the class via your Mindbody profile, by responding to the text/email, or calling us. This also allows us to offer your spot to another client. Please note: if you do not remove yourself from the class and do not come, you may be subject to the late cancellation policy.

How do I find out what position I am on the waitlist?

If you log in to your Mind Body Online account, head to “My Schedule”, and click the Waitlist link. Under each class, it will show you the classes that you are currently waitlisted for, and the position you are on that list. Those on waitlists 10 deep have been known to get put into a class, so don’t despair if you see double digits.

I signed up for the waitlist, but didn’t receive a notification that I got into class. Is there still a chance I could get in, and should I still come?

We recommend arriving and checking in at the front desk, even if you’re still on the waitlist! We often have clients who have reserved, but can’t make it or don’t show for class. If, at the start of class time, there are clients who have not checked in, we begin to give those spots away, starting with the first name on the waitlist. We encourage you to come in; we love to get as many clients into their class as possible. And if you don’t get it, you can always do a personal workout! 

I didn’t get notified that I was moved from the waitlist to the class. What happened?

Log in to your Castle Hill Mind Body account and check your notification preferences. You want to make sure that your mobile phone number and email are correct and that your preferences are set to receive email and mobile text. Also, make sure that the email address Business5111@mindbodyonline.com is in your trusted senders list.

Have any other questions? 

Feel free to email us at hello@castlehillfitness.com – we’d be happy to answer any other questions you might have. Otherwise… see you in class!