Frequently Asked Questions

General Info

What will the PTC be doing to reduce the risk of transmission of COVID-19?

All customers and members will be required to submit a daily health screening assessment via our website two hours prior to accessing the facility.

Training blocks and capacity limits will be set to ensure physical distancing.

Increased cleaning protocols including the use of an electrostatic disinfectant sprayer and increased sanitizing wipe dispensers for members are being implemented throughout the facility.

Additional hand sanitization stations are being placed in all areas of the facility.

Physical distancing measures including signage and markings will be in place.

Do I need to wear a mask in the facility?

Due to the City by-law, masks are mandatory when entering the facility. Once on the weight room floor, masks can be removed with proper hand hygiene and placed with your belongings inside the facility.

Why have the hours of operation been reduced?

We will be resuming operations under a new set of circumstances. Cleaning plans, training blocks, and staffing considerations have all been factored into our decision to open with reduced hours to start with. We will continue to monitor our operations and facility usage which will inform future hours of operations.

Why is the gym closed from 1:15 PM - 2:15 PM?

During this time the facility will undergo a deep clean and sanitization of all touchpoints and surfaces that require additional time and care to complete. Examples of these areas include the turf, red circuit floor, platforms, etc.


Your Gym Visit

Where do I park and enter/exit the facility?

Members are to park beside Canada’s Sports Hall of Fame (or the lot before the Hill Road gate) and come through the main plaza entrance to the Markin MacPhail Centre to access the PTC. Please see our map for exact locations. There will be no access from the Player’s Lot entrance of the arenas.

We have also created a new exit point from the facility and members will be required to enter and exit at different locations.

Can someone at the front desk assist me if I have questions?

Only one Sport Services Assistant will be behind the Front Desk at this time and is only able to assist one member at a time, including assisting with member check-ins. Please be patient and wait in the designated line up area and following physical distancing measures.

How far in advance can I book a workout?

48 hours in advance.

Why do I have to book my workout?

Our new online booking process will provide the safest training environment possible and an exceptional experience for our members. A preset capacity for each training block helps facilitate physical distancing while also guaranteeing your workout time.  

Book now

Do I need to come right at the start of my booked time slot?

No, you can arrive and check-in anytime within your scheduled workout, however, all members must leave the facility at the end of the training block time.

Is there a waitlist?

Yes. If a time slot is full email [email protected] stating which time slot and day you wish to sign up for and you'll be added to the waitlist.

If you are on a waitlist for a time slot and someone cancels their spot, you will be automatically added to the slot in the order you signed up on the waitlist and an email will be sent to you to notify you. 

What happens if I need to cancel my booked time slot?

We ask that you only book time slots that you know you can make and in the event of cancellation we ask you cancel a minimum of 1 hour in advance. This is to allow proper notice to anyone who may be on the waitlist. If you do not cancel 1 hour prior to the start of your time slot, it will be counted as a no-show. Members who accumulate 3 no-shows within a 30-day period may be charged a $25 no-show fee to ensure we are managing the facility and providing the best experience possible for our members. 

What amenities will be affected?

We will have limited amenities available during our initial reopening phase in accordance with AHS guidelines and recommendations. Affected services include:

  • Steam rooms will be closed.
  • Hairdryers and curling irons are not available. Due to health and safety concerns, members are not permitted to bring their own.
Will the water fountains be available?

Members are encouraged to bring a pre-filled water bottle for their workout. The water fountain bottle station will be open, but members are not permitted to drink directly from the water fountains.

What about air fans in the facility?

Floor fans and mounted fans will remain off at this time to prevent any unnecessary air movement.

Memberships, Classes and Fees

Why is the membership fee the same when I can't access the same amenities?

Although amenities and services have been reduced in order to provide a safe training environment and to comply with government regulations, the cost of cleaning has increased.

We believe the training facility and staff will maintain a level of professionalism that will bring value to your membership fee.  

If you are not comfortable paying membership fees while amenities and services are limited, we are offering extended membership freezes. Please contact us if you would like to learn more or to take advantage of this offer by emailing [email protected]

How will the PTC determine when it is safe to re-open amenities?

We are closely monitoring all provincial health guidelines to ensure our facility is safe for all members. We will only reopen closed amenities/services when it is safe to do so based on these guidelines and following the recommendations of local public health officials.

Are these changes permanent?

We will continue to monitor our safety system, controls and update our procedures where needed; however, we will only do so once it is safe, following the guidelines and recommendations from local government and public health officials.

How will my membership be reactivated?

Your membership will be extended for the length of time that the WinSport PTC was closed. All memberships will be reactivated on August 31, 2020, as we resume operations. For Annual Memberships, your expiry date will be extended by 5 1/2 months to accommodate the duration of the closure. For Monthly Memberships, your expiry date will be updated to allow you to access the PTC for the remaining days left of your membership. All memberships will be reactivated unless we receive a request to "opt-out".

When you re-open can I keep my membership frozen until I am comfortable coming back?

Yes. All memberships will be re-activated on August 31, 2020, when operations resume. We are offering our members a 4-month hold option to provide flexibility with people’s lifestyles. This hold option is available for members to take advantage of until August 28, 2020.  Anything after August 28, 2020, our regular policy of 2 months is in effect. If you choose to put your membership on hold, it would be from August 31, 2020 – December 31, 2020. If you are ready to come back sooner you can call, come in-person or email [email protected] to get your membership re-activated.   

If no communication is received the membership will be reactivated.

Can I cancel my membership?

Members may cancel their membership by completing a Membership Cancellation Form by August 28, 2020. A Cancellation Form can be obtained by emailing [email protected]. A cancellation fee still applies to any early termination of an Annual Membership as per the Terms & Conditions of your membership agreement.


Give us a call 403-247-5405

Send us an email [email protected]