Elmbridge Xcel development FAQs

Huge investment in your centre

We are incredibly pleased to announce our continued management of the Elmbridge Xcel Leisure Complex, Elmbridge Xcel Sports Hub, and The Hurst Pool in partnership with Elmbridge Borough Council for the next 10 years.

Making a difference to the communities in which we are based is our core purpose as a Social Enterprise – Because Community Matters.

In light of this news, we are excited to announce that Places Leisure will be investing 6 million pounds into a complete refurbishment and restructure at Elmbridge Xcel Leisure Complex taking place over the next 2 years.

We hope that you are just as excited as we are to bring this new space to life and that all your questions are answered below. 

Should you have any further questions, please do not hesitate to speak to a member of the team. 

General FAQs

Can I freeze my membership?​

Yes, our members are able to freeze their membership for a maximum of 3 months at one time. Members must give 15 days’ notice prior to their next direct debit. For further information, please speak to a member of the team or refer to our T&Cs.

How can I keep up to date with further communications? 

We are really looking forward to sharing more exciting updates with you! Regular emails will be sent out regarding upcoming developments. To ensure you receive these communications, please update your marketing preferences and opt-in to communications. Our social media will also be updated with any exciting updates.

How long will the developments take? 

The refurbishments will commence later this year with the aim to reach completion in 2024.

Will the centre remain open throughout the developments? 

Yes, the centre will remain open throughout the developments. The work will be carried out in phases to minimise disruption. We will communicate with our customers at each phase to provide specific information on timelines and the impact the developments will have on accessing facilities.

Gym FAQs

How do I sign up for an induction?

Members can book via the Places Leisure app for a gym induction and EGYM induction. These sessions can also be booked via the website and reception. The inductions are 45 minutes long and can have up to 6 people in each induction session. 

What should I do if I’m unsure how to use some of the new equipment?

We're always on hand to help! Just chat to one of our Fitness Instructors or PTs. You can also book an induction as discussed above. 

Health Suite FAQs

Will I be able to use the Health Suite with my existing membership?

Members will be able to upgrade their current membership to Premium Plus to be able to gain unlimited access to the Health Suite. We will also be offering a Health Suite only membership. Both memberships will be launching when the Health Suite opens.

I am on a Flexi DD/12 month DD membership. How do I upgrade?

Please contact a member of the Placemaker team at Elmbridge Xcel Leisure Complex, who will be happy to upgrade your membership. Once upgraded, you will be able to start utilising the new facilities immediately and your next DD will be increased according to the new membership type selected.

If I am on 12 month DD how will this effect my current contract end date?

Your end date will remain the same however your direct debit will increase from the next DD due date until the end of your contract. 

How do I upgrade if I have paid for an annual membership in advance? 

Places Leisure will calculate, on a pro rata basis the number of days you have used on your existing advance membership, and deduct this from a new advance membership (at the new price), you will then need to pay the difference for any remaining days on your existing advance membership.

I only want to use the Health Suite, do I need a Premium Plus membership?

We will also be introducing a health suite only membership, which may better suit your needs, please speak with a member of the team who will be happy to discuss this option with you. 

What if I want to use the new Health Suite and the swimming pool?

You will need to upgrade to a Premium Plus membership.We would encourage customers to bring a dressing gown and suitable footwear (flip flops / crocs for example) so that you can move between the health suite and swimming pool. 

Costa Coffee FAQs

We are introducing a brand new Costa Coffee with extended seating area, an exciting Costa menu and more!

Will there be any other facilities available?

Unfortunately due to the development, there will be no catering facilities available until the new Costa Coffee opens at Xcel Leisure Complex, however the bar will be available at Xcel Sports Hub, just across the car park.

When will the new Costa Coffee open?

Our new Costa Coffee will open summer 2024. 

Where are the nearest toilets/changing areas whilst the café is closed?

Alternative facilities are available in the wet side changing rooms (Ground Floor) / Fitness Changing Rooms (Ground Floor) or opposite the gym (First Floor).

Soft Play FAQs

When is the existing Soft Play being closed?

Our existing Soft Play will close on 18th March 2024.

Why is the Soft Play being closed?

We are closing our Soft Play to facilitate our brand new Costa Coffee, opening in summer 2024.

What are my options if I have children on my Premium Membership?

You can use the pools, or alternatively you may with to freeze your ‘bolt on’ membership. Our members are able to freeze their membership for a maximum of 3 months at one time. Members must give 15 days’ notice prior to their next direct debit. For further information, please speak to a member of the team or refer to our T&Cs.

When is the new Soft Play opening?

Our new Soft Play is planning to open summer 2024.