FAQS | YMCA of Honolulu | Honolulu, Hawai‘i | www.ymcahonolulu.org

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FAQS

FAQS

Frequently Asked Questions (Updated on December 1, 2021)

Online Reservation System For Pool Use and Group Exercise Classes

What is my Customer ID Number?

Your Customer ID Number is NOT the number under your barcode on your keytag (scan card). If you did not receive your Customer ID Number, email info@ymcahonolulu.org or you may contact your YMCA Branch. Please provide an updated email address.

I have a family account. Does each member on my family account need to set up their own reservation account, and therefore, need their own Customer ID number?

Yes. Please email info@ymcahonolulu.org, or you can contact your YMCA Branch for family member Customer ID numbers. Please provide an accurate email address for each family member.

I have tried to set up a Reservation Account and I am getting an invalid message.

It could be that your membership account was placed on-hold, is not active, or needs to be reactivated, or you may using the barcode number on your keytag or scan card number – which is not your Customer ID number. Please email info@ymcahonolulu.org or contact your YMCA Branch for assistance.

Where can I find the Reservation System to set up my account and to make reservations?

Go to our YMCA of Honolulu website and click on “Make a Reservation at the Y” for instructions. You can also click here to go directly to the site.

I don’t have internet access or I am having trouble setting up my reservation account. How can I get assistance?

Please see our pictorial instructions here. If you still need assistance, please call your YMCA Branch, and they can assist you in setting up an online reservation. Reservation assistance is also available for members who do not have access to the internet.

What if I need help registering for a reservation block?

If you need assistance in registering for a time slot, please call your Y Branch location or our Call Center at 808-678-4296. Our Call Center is open Monday through Friday, 8 am to 5 pm.

I have called my YMCA Branch, but am not able to reach a “live” person to talk to and must leave a message.

We apologize for the delay our members may be experiencing. You can also send an email to info@ymcahonolulu.org or call our call center at 808-678-4296, which is in operation Monday through Friday, 8 am to 5 pm.


How soon in advance can I make a reservation to take a group exercise class or use the pool?

While "walk-in's" are welcome, advance reservations are recommended to ensure your spot. For group exercise classes in our facilities and pools, unlimited reservations can be made for up to 2 days in advance, starting at 8:00 am each day.

For use of our heated pools for lap swimming, stationary exercise, or family swim, members may have 1 "open" reservation for each of the following pool activities at a time. Please complete your current pool reservations before you making another reservation.

  • 55-minute "Pool Lane Access" [Depending on demand and the size of Y Branch pool lanes, up to 3 members may be assigned per lane at all branches.]
  • 55-minute use of a section of the pool for individual "Stationary Water Exercise." 
  • 55-minute use of a section of the pool for "Family Swim"
Reservations are not needed to use our Health and Fitness Centers.

Can I register for multiple fitness activities per day?

Yes. Reservations are not required to use our fitness facilities, you may visit at any time during our hours of operation.

While "walk-in's" are welcome, advance reservations are recommended to ensure your spot for  group exercise classes in our facilities and pools. Unlimited reservations can be made for up to 2 days in advance, starting at 8:00 am each day.

For use of our heated pools for lap swimming, stationary exercise, or family swim, members may have 1 "open" reservation for each of the following pool activities at a time. Please complete your current pool reservations before you making another reservation.

  • 55-minute "Pool Lane Access" [Depending on demand and the size of Y Branch pool lanes, up to 3 members may be assigned per lane at all branches.]
  • 55-minute use of a section of the pool for individual "Stationary Water Exercise." 
  • 55-minute use of a section of the pool for "Family Swim"
Can I still come to the Y if I don’t have a reservation?

Yes. Reservations are not needed to use our health and fitness facilities and while "walk-in's" are welcome for our group exercise classes and use of our pools, advance reservations are recommended to ensure your spot.

What if I need help registering for a reservation to use the pool or take a group exercise class?

If you need assistance in registering, please call your Y Branch location or our Call Center between 8 am to 5 pm, Monday through Friday, at 808-678-4296.

What if I am unable to make it to my reservation time or if I arrive late? Or what if I need to cancel my reservation?

Should you arrive late for your reservation time, your pool lane reservation will not be extended, but you will still be able to enter and use any remaining time left on your reservation.

However, if you have reserved an in-person group exercise class, we recommend that you arrive to the Y at least 10 minutes prior to your class start time to allow time to move through the check-in process at the Y.

If you are unable to make it to your reservation, please cancel your reservation as soon as possible, through the reservation system or by calling your Y Branch location.

For our live streaming group exercise classes, we recommend that you log in 10 minutes before class starts as we do not let members into live stream classes 5 minutes after class starts. This is for safety reasons, to ensure all members do not miss the warm up.

Are reservations transferable?

No, your reservation is unique to you only.

What Can I Expect and What Should I Bring?
  • Please arrive no more than 10 minutes before your pool reservation time. Arrive at least 10 minutes in advance if you are have a reserved group exercise class.
  • Please do not come to the Y if you are feeling unwell or are experiencing any COVID-19 symptoms, or if you or a household member has an active or suspected case of COVID-19 or mandated by the State of Hawaii to quarantine.
  • You will be asked to self-scan in using our membership scan card or the YMCA mobile app on your phone. Instructions on how to download the YMCA of Honolulu mobile app on your phone are here. Alternatively, you may provide your name or membership number to our staff member who will be located behind a protective Plexiglas screen.
  • Masks must be worn at all times when indoors. Bring your exercise towel and a water bottle with you.
  • Please be sure to clean any equipment or machines before and after you use.
How many members will there be in the pool or workout areas? What is the cleaning that will be done in facilities or pool areas

All City and County capacity restrictions have been lifted, so we are now operating at normal capacity.

All members are asked to clean equipment and machines used before and after use. Cleaning of facility areas is done per CDC guidelines.

What if pool and group exercise class reservations are filled every day, and it's difficult to obtain a time slot?

Now that City capacity restrictions have been lifted, while unlimited online reservations are available, they are not required. However, our pool capacity is still controlled by lifeguard to pool user ratios - so advance reservations are still recommended to ensure your have a spot. By using an online / by phone advance reservation system, reservations can be made up to 2 days in advance.

Our reservation system with instructions and registration is available on our website here.


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Membership Account Questions

What is the difference between cancelling my membership and putting my membership on hold?

Instead of cancelling your membership, you have the option of putting your membership on hold which will suspend your auto draft of membership fees within that time frame. When you reactivate your membership, you will not be charged the $99 Joiner Fee. You will need to renew your request to put your membership on hold each month at least 5 days before your auto draft is due.

If you cancel your membership, the $99 Joiner Fee will only be waived if you rejoin within 60 days of your cancellation.

Know that you may choose to keep your membership on hold on a month to month basis, cancel it, or apply for financial assistance via our website here. You may also call your Branch or email info@ymcahonolulu.org for assistance.

How can I cancel or put my membership on hold?

You can cancel or put your membership on-hold using our online system here. Or you may call your Branch or 808-678-4296 or email info@ymcahonolulu.org for assistance.


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