New Booking System
FAQs
We’ve changed our booking system, for Hackney Wick and Startford saunas.
Below we curated a list with the most important changes on our new system:
Account Set Up
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Before your first booking at Hackney or Stratford, please follow these steps to activate your account:
Download the app:
Apple app - HERE
Google Play app - HERE
OR access the web-log in with this link.
Once on the log-in page press ‘Forgot your password?’.
Input the same email address you used on our old booking system.
Underneath the email box, click on ‘Send Link’ button.
You will receive an email with instructions to reset your password. Follow this thoroughly.
Once you have set your new password, you are ready to go!
Book your next sauna :)
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Only Hackney Wick and Stratford sites are currently available for bookings on our new system; along with events and treatments.
Other sites such as Glengall Wharf and Bermondsey can be booked through our old system.
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Downloading the app is optional and you can also make any bookings through your preferred browser by clicking HERE.
If you do however want to download the app:
Apple app - HERE
Google Play app - HERE
Through the new system you will be able to book & reschedule sessions, events & treatments for our sites in Hackney Wick and Stratford only!
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To activate:
Scroll down to the calendar
Click the "My account" icon in the top right corner.
Follow the prompts to sign into your Community Sauna account
On the booking screen click the icon with your initials in the top right corner
Click the "Account info" tab
Scroll down to the section labelled "What do you want to hear about?"
Tick the "Email" and "Text" boxes next to "Account Management" to receive email and text confirmations.
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When you sign up to our app or on our website, you’ll be asked to sign the Health & Safety waiver.
You will only need to do this once and it will be store on your profile.
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If you would like to save your paying details to the account, go on the booking page, “My account” - you can add your payment details under “Payment info”.
Bookings & Cancellations
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I made a booking at Stratford or Hackney before 9th July via the old booking system. How does this affect my booking?
A. If you booked before the 9th July and your booking is scheduled AFTER 15th July:
Your booking will be migrated to our new app. Simply create an account in the app and your booking will be waiting for you. You can amend your booking from there.
B. If you booked your session before the 9th of July and your booking is BEFORE the 15th July (INCLUSIVE):
Rescheduling
From 9th July you will no longer be able to reschedule your booking via the links in the old confirmation or reminder emails.
If you would like to reschedule this booking you need to cancel your booking via the link on your confirmation or reminder email. As long as this is done more than 24 hours of the session start time you will receive a refund within 5 working days.
You can then rebook your booking via the Community Sauna App.
Do not reschedule via the link in the confirmation or reminder email as we will not be able to see your new booking.
Cancellation:
Please use the links provided at the bottom of your confirmation or reminder email.
As long as the session is cancelled more than 24 hours ahead of the session time, you will receive a refund within five working days.
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The schedule for Hackney and Stratford will be available on the new system. All of our pop-up saunas (example: Glengall, Innervisions Alchemy etc.) will remain on our old booking system.
Booking:
Simply select the date, location and time you would like to book your session for and book away.
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Once you've booked a slot, simply press "Book" again to book your next seat at the same slot under your name.
When you come to site, you will have to provide the Emergency Contact details for the person booked under your name.
We are working under the constrains of the new software and unfortunately we are not able to do so for the App.
On the APP, we are still able to book for multiple people via Family Accounts. See 'Family/Friends Account' question in the FAQs.
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Scroll down to the calendar
Click the "My account" icon in the top right corner.
Follow the prompts to sign into your Community Sauna account
On the booking screen click the icon with your initials in the top right corner
Select "View profile"
Click on the "Schedule" tab
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You can book for friends & family that don’t have an account with us by creating a sub account with their details under your name.
We are working to solve a bug in the system and at the moment you cannot use discount code for sub accounts added to your account via Family Accounts to make multiple bookings.
How to Do Multiple Bookings: On the App -VIDEO INSTRUCTIONS HEREOnce you are signed in on the app and on the Home page - click "Profile" (bottom right).
Top right, click on "Edit". Once the Profile page opens, Click on the right side of your name on "Edit".
Sign in on the Mindbody platform.
Scroll down to "Family". Click “Add Family” and add the name of your 'family' member.
Close and re-open the app.
On the Home page of the app, press “Hi, <your name>” (top left) and click on/select the name of the person in your '"Family Account" you would like to book for.
Head to "Book" to book a session for them.
How to Do Multiple Bookings: On the Website - VIDEO INSTRUCTIONS HERE
When you press “Book”, click on the blue circle with your initials, Click “Manage Family Members” and add the name of your friends or family member.
Next time you press “Book” and click on the blue circle with your initials, you will be able to click on the name of your friend or family member you would like to book for.
If you, as the main account holder, have a membership, this does not apply to family and friends.
In the case that individuals from your Family Account would like to have their own membership, they would have to create an individual account, purchase a membership and book separately.
HOW DO BULK PASSES WORK WITH FAMILY ACCOUNTS?
If you purchase a multi-session pass (e.g. 10 sessions passes for £99), you can only use this for the account you have bought them with. You cannot buy them with you account and use them for a sub account (in your "Family account") or the other way around.
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Early Cancel
If you find that you can no longer attend your booking, you can early cancel the session and claim it back as a session pass, up to 24 hours before the session start time.
A session pass will be added to your profile to the "Passes" tab to use for the exact type of session.
For example, if you cancel a ‘Hackney: Afternoon Weekday Off-peak’ session, you will only be able to use that session pass to book another ‘Hackney: Afternoon
Weekday Off-peak’ session.Late Cancel
If you late cancel within 24 hours of the session start time, we are unable to issue a pass or reschedule the session (we are a small not for profit and late cancellations do impact us).
Please note: Refunds are not available for session cancellations which value are £15 or less.
We are able to process refunds if the value of your individual session is more than £15, for example, a group private sauna, a treatment or an event, and you cancel your session more than 24 hours before the session.
Please email us at info@community-sauna.co.uk to request the refund.
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If you already have a concession membership, please, enter your existing discount code to each booking to apply your discount.
This old code will eventually expire; when this happens, we ask that you contact us to reinstate your membership.
For newly purchased/obtained concession memberships, you won’t need a discount code, as this information will be saved on your profile, and you will see the discount automatically when booking.
Membership, Gift Cards, Bulk sessions and other credit transfers
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Memberships will now be saved on your profile and we won’t be using discount codes any more.
If you are a member with a recurrent payment, your profile will be updated and you will receive the member discount automatically without having to add any codes when booking a session.
Become a member HERE.
If you would like to cancel your membership, please email info@community-sauna.co.uk -
Gift Card Remaining Credit Transfer
If you purchased a gift card before we moved to the new booking system and you haven’t used it yet:
Make sure that it is still in date, then email us with the gift card number and email address you registered the giftcard to so that we can transfer the balance to the new system.
If you have a Treatment specific Gift Card, we will have to manually book you in the treatment in order to use the voucher code. Please email us with your preferred date and time along with the voucher code.
New Gift Cards
The credits are available for: sauna, treatments and events at Hackney and Stratford only.
When you purchase a gift card for someone else you will add their email address, so that the amount of the gift card can be added to their Community Sauna Account.
If they do not have an account with us, please take note of the 'card number' to pass it onto them.
Each card has a monetary value. For example, you can purchase a £15, £30, £60 or £100 gift card.
When you buy a gift card you or the recipient are given a card number.
When making a booking, you’ll be prompted to input this number at payment:
Use the card number at Payment.
The price for the particular session you book will be deducted from the gift code automatically.
You can use the rest of the value until the voucher expires or until you have used the entire amount.
Example: If you have a £15 card, you could book a £10 sauna session and use the rest of it to book in a £5 cheaper event or massage treatment!
Please bear in mind that gift vouchers are currently only redeemable at our Hackney Wick and Stratford sites.
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If you would like a physical card, you will receive a printable and downloadable image on your email, which you can digitally send or print for your dear ones to keep.
Buy a gift card HERE.
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HOW DO BULK PASSES WORK WITH FAMILY ACCOUNTS?
If you purchase a multi-session pass (e.g. 10 sessions passes for £99), you can only use this for the account you have bought them with. You cannot buy them with you account and use them for a sub account (in your "Family account") or the other way around.