Whether you’re new to Roots or have been a member for a while, here is everything you need to know about managing your reservations at Roots.
We provide members access to two different apps, Zen Planner and SugarWOD, and YES, YOU NEED THEM BOTH!
Creating and Managing Reservations: ZEN PLANNER APP
Create and manage all your reservations in the Zen Planner app.
TO NOTE: Previously, SugarWOD created the ability to manage reservations within their app however, in the last several months, the canceling reservations feature has become inconsistently available.
For this reason, manage all reservations in the Zen Planner app. If you have deleted this app, please download it and contact [email protected] if you need a password reset.
Why do I need two apps?
Zen Planner is for managing reservations, signing up for member clinics, updating payment information, etc.
SugarWOD is for logging your workouts, dishing out fist bumps, leaving comments on other athletes’ workouts, and, most importantly, tracking your progress over time!
How far in advance can I sign up for a class in Zen Planner?
Classes open for sign-ups 7 days in advance, and you can sign up at that point, right before class starts, or any time frame in between. We recommend reserving your spot in class a day or two in advance to ensure you have a spot in your preferred class time. Additionally, we ask that you only reserve class spaces for classes you plan to attend.
How does the waitlist work?
If a class is full, the waitlist function in Zen Planner opens, and you can add yourself to this waitlist. If a spot in class opens up, the system automatically rolls in the first person on the waitlist. If you are on the waitlist, you could get added to the class the day before, 3 hours before, 20 minutes before, etc. It all depends on when the spot opens up.
IMPORTANT: If you don’t think you’ll be able to make it to class if you’re rolled in, remove yourself from the waitlist. Once you are added to the class, if you don’t show up or late cancel, a $10 fee will be charged to your account.
Bottom line: If you’re on the waitlist, we expect you to show up if you’re rolled in.
Late Cancellation & No Show Fees
If you know you’re going to cancel a reservation, please do so as early as possible. This allows others time to see that they have been added to the class if they are on the waitlist. If you cancel less than 2 hours before the class start time, this is considered a Late Cancellation and you will be automatically charged $10.
NOTE! The Late Cancellation window for 5:30am and 6:30am classes is 10 hours prior so you’ll want to cancel the night before if you plan not to attend. This allows everyone to know if they have a spot in those early morning classes and for us to provide the right number of coaches based on attendance.
Please do not wait to see what the workout is at 6pm and then decide if you will attend the class the next day.
We see when athletes make this their habit, and it tears at the fabric of our general physical preparedness program, working your weaknesses, and being a contributing member to our CrossFit Roots community. Most importantly, it has a cascading impact on other athletes’ ability to attend class.
What happens if I don’t show up for a class?
If you don’t show up to a class you’ve reserved, this is considered a No Show, and you will be charged a $10 no show fee. If you have any questions about waitlists, No Show and Late Cancellation fees, or anything else related to class reservations, please refer to your Membership Agreement here or contact [email protected].