NVRC strives to meet the needs of the community in our programs, services and events. In June this year we surveyed book-a-visit and book-a-court users to get their feedback on how we could improve the booking process.

We had a great response and are very grateful to everyone who shared their experiences and suggestions with us. Based on the findings from the survey, the following changes are being implemented effective Tuesday, September 5, 2023:

• The registration day and time for book-a-visit and book-a-court spots for the following week will now be Tuesdays at 7 a.m. 
• The refund window for booking cancellations has been reduced from 72 hours to 24 hours.

Customers with a monthly fitness pass can continue to withdraw from booked drop-in fitness classes at any time without penalty.

Survey users expressed a strong preference for an earlier booking time as work, school or family responsibilities made the 9 a.m. opening time challenging for many people. Feedback also indicated Tuesday was the preferred day as it would not be impacted by statutory holidays.

Having refunds available up to 24 hours before a visit makes it more convenient for people to cancel if their plans change which will help ensure there are more spots available for other people. Visit the cancellations and refunds page on our website to find out more about cancelling a booked activity.

If you would like to provide feedback to us, email CustomerService@nvrc.ca or visit nvrc.ca/community-engagement to use the secure online form.