Celebrity Fitness Philippines FAQs - Gym Queries and Fitness Questions

GYM
MEMBERSHIP
Self Service

General
1. What are the club opening hours?
  
  You have the flexibility of being able to workout any time, day or night. We are open from 8:00am to 8:00pm on weekdays*, and 8:00am to 6:00pm on weekends*. It's best to check with your club for exact opening times.
  
  *Selected clubs are closed on Sundays.
2. Can I bring a guest to the club?
  Bringing of guests is currently not allowed due to the COVID-19 situation. This is an extra precautionary measure to ensure the safety of our members and staff.
3. When's the quietest time to visit the club?
  Our club is busiest before and after work hours. If you prefer a more chill atmosphere, drop by after lunch or in the afternoon.
Facilities and Benefits
1. Do I need to bring my own towel?
  We do not have towels available in the club. You are advised to bring your own towel to dry off.
2. How do I use the lockers?
  Your membership card gives you access to the lockers. Lockers can be used during your workouts and will automatically open when the club closes in the evening. Members are held responsible in keeping their belongings secure and management does not assume responsibility over lost or damaged belongings.
3. Are there any social events for members and staff?
  Celebrity Fitness is all about having fun while working out. We'll keep you posted on any special happenings in the club through our social media pages or our members bulletin boards.
4. Who can I ask if I have trouble using the equipment?
  Feel free to approach any of our StarMakers should you need any assistance. They would be more than willing to give a hand.
5. What happens if I lose something in the changing rooms?
  Approach any of our StarMakers so we can check if someone's handed it in. Please remember that your belongings are your responsibility at all times.
6. What if I lose my membership card?
  Don't worry. Let any of our StarMakers know and they'll issue you with a new one for a minimal replacement fee.
Emergency
1. What should I do if the fire alarm sounds?
  
  Don't panic. We have a fully trained team to guide you to safety. If the alarm stops after a short time, it was simply a false alarm or a test.
2. Are the team trained in first aid?
  Yes, we always have a number of first aiders on duty. In an unlikely event that someone is injured, there are also first aid boxes located at reception.

General
1. How old do I have to be to join Celebrity Fitness?
  To join you must be 14 years old and above. Members under 18 will need to be supervised by a member who refer the minor when using the club facilities. All membership agreements for children under 18 years of age need to be authorised and signed by a legal guardian.
Payment
1. How much is membership at Celebrity Fitness?
  Our rates vary depending on the type of package that is best suited for you. Visit our Membership page to know more about our gym plans and add-ons.
2. How do I pay for my Celebrity Fitness membership?
  
  We accept credit card and debit card payment when you join in-club.
  
  However if you opt to join online, we only accept credit card at the moment.
3. Can I purchase a membership as a gift?
  Yes, you can buy a Celebrity Fitness membership as a gift. Just visit your local Celebrity Fitness club and speak with a StarMaker to learn more.
Membership Benefits
1. When I join, can I also use any Fitness First club in the Philippines?
  
  With our recent merge with Fitness First, we now offer a Dual Access membership. This allows you to access all Fitness First and Celebrity Fitness clubs in Philippines. Terms & conditions apply.
2. Can I work out while travelling overseas?
  Due to the current COVID-19 situation, we have temporarily ceased to allow access to members wishing to enter using the International Passport privilege until further notice. We apologize for the inconvenience, and we look forward to advising when international fitness passport privileges can be restored.
3. Can I put my membership on hold?
  
  Yes, you can. We call our hold option - freeze. At Celebrity Fitness, we believe that exercise is a lifelong habit. That is why when it comes to freezing of your membership, it will only be for medical reasons or outstation/ overseas assignments for a minimum of 1 month with written notice. For further information, please email our Member Services team so we can process your request. A freeze fee will be charged.
4. What if I want to cancel my membership?
  
  If you have to cancel your membership, please email our Member Services Team so your request can be processed. You will be required to give one calendar month's notice from the first day of the month of the next month. You may do this at any time after the end of your minimum contract period.
QUERIES AND FEEDBACK
1. If I have any queries about my membership or club who do I speak to?
  Our club staff are happy to help you with any questions or feedback you have. If you'd prefer to speak to club management please let our reception team know. Each club has a Service Manager to ensure you're completely satisfied with your membership. If your enquiry needs urgent attention, your Club General Manager can help.
2. How do I update my personal details and/or account details?
  You can update all your personal details through our reception team or you may also email our Member Services Team. They'll be happy to assist.
3. How do I feedback about your products and services?
  
  We welcome your feedback and we want to hear about ways we can assist you with any concerns you may have. Please have a chat with one of our club staff. If you would prefer to speak with club management, please let our reception team know. If they aren't immediately available, the reception team will ensure you are contacted by them as soon as possible.
  
  You can also email us, submit your feedback via the Celebrity Fitness mobile app, or send your query via our online contact form.
  
  We also love to know what we're doing well too! So do tell us about your successes or about a Celebrity Fitness team member who’s made a difference.

What is Self Service Portal?
- The Self-Service portal is a one-stop portal where you can get easy access to view your membership details, update some of your personal information and check your payment status.
How do I log in to Self Service Portal?
- You can login to the Self-Service Portal via our Celebrity Fitness brand website or through the Celebrity Fitness Mobile App. It is recommended to login via your home club brand website.
  
  • On the Celebrity Fitness brand website, click on the LOGIN button that is located at the top right corner of the website.
  • On the Celebrity Fitness Mobile App, tap on to the MORE section – Personal Details – Edit personal details link to login.
Do I need to register to access Self Service Portal?
- If you have already registered an account on our Celebrity Fitness Mobile App, you are not required to register for another new account. To access the Self Service Portal, you can use the same email address and password you used in your Mobile App to login.
  
  However, if you do not have an account registered with our Mobile App, then you are required to register for a new account in the Self Service Portal. Please ensure that you use the same email address that you have provided when you registered for a new membership with Celebrity Fitness.
Does my Self Service Portal in has to be the same login information as my Celebrity Fitness mobile app?
- Yes. If you have already registered an account on our Celebrity Fitness Mobile App, you can use the same login information as your Mobile App.
How do I reset my password?
- You can reset your password by clicking on the “Forgot Password” button on the login page. You will be prompted to input the email address used to register for an account in the Celebrity Fitness Mobile App. The system will then prompt you to reset your password.
Can I change my contact details such telephone number and email address?
- You may update your telephone number through the Self-Service Portal. However, updating your email address can be done in the club.
Can I change my membership payment card details?
- Yes, you are able to change your recurring payment card details. Once you have logged in to the Self Service Portal successfully, you can follow the steps below:
  
  Step 1: Select the Payments and Credits tab
  Step 2: Press the Edit button
  Step 3: Input your new payment card details
  Step 4: Click “Verify Card” button
  Step 5: Follow authentication method required by issuing bank (eg. 3DS OTP)
  Step 6: You will be prompted with the approval result
  Step 6a4: If successful, save your new payment card details
  Step 6b : If rejected, please check with your bank or retry with another card
Can I cancel my membership via Self Service Portal?
- You are not able to cancel your membership via the Self-Service Portal at this moment. While we hate to see you go, should you like to cancel your membership, please contact your club or contact us through our Customer Service email at info.ph@celebrityfitness.com to do so.
Can I freeze my membership via Self Service Portal?
- You are not able to freeze your membership via the Self-Service Portal at this moment. To freeze your membership, please send an email to our Customer Service email at info.ph@celebrityfitness.com so that we can process your request.
Can I change my billing details?
- Yes, you can update your billing address. Just login to the self-service portal to do so.
Can I make any outstanding payments on the Self-Service Portal?
- Yes, you can make outstanding payments for your account balance. You can do so via the following steps below:
  
  Step 1: Select the Payments and Credits tab
  Step 2: Select Make A Payment
  Step 3: Input the amount you would like to pay.
  Step 4: Click Proceed and go through the payment portal.
  Step 5: Your arrears will be updated on the Home Page.

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