Ensuring guest welfare at URBNSURF Melbourne

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CORONAVIRUS SAFETY UPDATE: TEMPORARY PARK CLOSURE

Updated Monday, 23 March 2020

We have made the difficult decision to close URBNSURF Melbourne temporarily from tomorrow, being Tuesday, 24 March 2020, until initially Friday, 1 May 2020.

The Australian and Victorian Governments have recently announced tighter restrictions for non-essential businesses. While we previously put in place a range of measures to ensure guest and crew safety, we now believe it is socially responsible for us to temporarily suspend operations. We have not been notified of any confirmed cases of COVID-19 at the park, and we’ll continue to monitor and follow advice from relevant authorities.

At this stage, our plan is to re-open URBNSURF Melbourne on Friday, 1 May 2020, however this may change as the situation develops – so we’ll keep you updated on any further developments via this page, our email newsletter, Instagram, Facebook and LinkedIn. Once it’s safe to do so, we’ll be stoked to welcome you back so you can #surfmore perfect waves with us.

To our members

We have paused your monthly billing cycle, your current entitlements will remain valid, and we will extend the duration of your membership for the period of time we’re closed. If you’re booked in for a session or lesson from 24 March onwards, we’ll provide you with a credit for your bookings, to use once we re-open.

To our multipack holders

Your current entitlements will remain valid, and we will extend the duration of your multipack validity for the period of time we’re closed. If you’re booked in for a session or lesson from 24 March onwards, we’ll provide you with a credit for your bookings, to use once we re-open.

To our guests

If you’re booked in for a session or lesson from 24 March onwards, we’ll provide you with a credit for your bookings, to use once we re-open. For the time being, surf sessions, surf lessons, spectator passes, multipacks and new memberships are not available for purchase, however our gift cards remain on sale.

In the coming days, you’ll receive an email from our friendly CX team regarding a credit for your booking(s). If you haven’t heard from us by Friday, 27 March, or if you have any questions, please contact our friendly CX team at enquiries@urbnsurf.com. We appreciate your patience in us responding to you, as we’re currently receiving a high volume of emails and calls.

We encourage our members, guests and crew to stay safe, and help limit the spread by following government advice, practicing social distancing, washing your hands regularly, and avoiding touching your face, mouth, eyes and nose with your hands.

Many thanks again for your continued support during this crisis, and we look forward to having you back and surfing with us soon.

Stay safe,

Damon Tudor, CEO, URBNSURF Group

#surfmore

CORONAVIRUS SAFETY UPDATE: SPECTATOR PASSES, FUTURE BOOKINGS

Updated Thursday, 19 March 2020

As we continue to monitor the Coronavirus (COVID-19) situation closely, we wanted to share an update with you regarding visiting and surfing at URBNSURF Melbourne.

All surf sessions and surf lessons are running as normal, and our park amenities remain open.

However, in the interests of guest and crew health, safety and wellbeing, we have made some minor changes to our business operations.

From today (Thursday, 19 March 2020) until further notice:

  • Our Spectator Passes will not be available for purchase, and only surfing guests will be permitted at the park. For any guests who have purchased a Spectator Pass for Thursday, 19 March onwards, we will honour your booking, and you will still be able to enter the park and enjoy URBNSURF Melbourne’s amenities. To our members who usually have the benefit of unlimited Spectator Pass access, we apologise for any inconvenience this may cause, and appreciate your understanding at this time.
  • We are limiting future bookings via our online booking calendar to up to Sunday, 19 April 2020. We will continue to honour all current and future bookings, but we want to reduce the risk of disappointment for our members and guests should we be required to take further preventative steps as advised by the authorities.

We would also like to remind our guests to complete their safety waiver online (via your booking confirmation email) prior to visiting, to reduce your time in contact with other guests and crew.

We encourage all of our guests and crew to stay safe, and help limit the spread by practising social distancing, washing your hands regularly, and avoiding touching your face, mouth, eyes and nose with your hands.

If you have tested positive for the virus, or are otherwise feeling unwell, we ask you not to visit URBNSURF Melbourne and seek your doctor’s advice.  If you have received medical advice that could impact your booking, or if you have any questions, please contact our friendly CX team at enquiries@urbnsurf.com.

Many thanks again for your continued support, and we will keep you updated on any further developments as they happen.

Cheers and happy surfing,

URBNSURF

#surfmore

CORONAVIRUS SAFETY UPDATE: NEW MEASURES

Updated Tuesday, 17 March 2020

The health, safety and wellbeing of our guests and crew is our highest priority. We continue to monitor the Coronavirus (COVID-19) situation closely, and are reviewing our operations and policies regularly based on the advice of relevant government authorities, including the Victorian Department of Health and Human Services (click here for up to date information).

Currently, there is no change to our usual business operations.  For our members and guests, all surf sessions and surf lessons are running as normal, spectator passes are available, and all park amenities (including our Surf Academy, Surf Rental centre and Lagoon Supply Co) remain open.

There is no evidence that the Coronavirus can be spread to humans through the use of pools.  According to the United States Centres for Disease Control and Prevention, proper operation, maintenance and disinfection (eg with chlorine and bromine) of pools should remove or inactivate the virus that causes COVID-19.  URBNSURF Melbourne has a water filtration system and abides by the Victorian Aquatic Facility guidelines.  Our experienced facilities crew test our lagoon several times daily to ensure water quality levels (including chlorine) are maintained, and we regularly engage local specialists to further test our water.

In an effort to reduce the impact within our venue, we have implemented the following measures:

  • All major events (over 500 attendees) have been postponed or cancelled.
  • Additional cleaning and sanitisation of all guest areas throughout the venue.
  • Additional cleaning and sanitisation of all hire wetsuits.
  • Staff directed to wash their hands regularly, use latex gloves when handling cash and other regular-use items, and to stay home if feeling unwell.
  • Increased vigilance of guests and staff that are feeling unwell.
  • Non-customer facing staff are working from home wherever possible.

If you have tested positive for the virus, or are otherwise feeling unwell, we ask you not to visit URBNSURF Melbourne and seek your doctor’s advice.  If you have received medical advice that could impact your booking, please contact our friendly CX crew via enquiries@urbnsurf.com at least 24-48 hours prior to your booking.

We encourage all of our guests and crew to stay safe, and help limit the spread by practising social distancing, avoiding major events, using clean towels, washing your hands regularly, and avoiding touching your face, mouth, eyes and nose with your hands.

Cheers and happy surfing,

URBNSURF

#surfmore