Croydon Memorial Pool Booking - FAQs

Frequently Asked Questions and Answers (FAQ’s)

What services are available?

From 17 October:

Croydon Memorial Pool - 50-metre lap pool, toilets and retail sales (limited merchandise and bottled water)

Which areas can’t I access?
Children’s pools, changerooms, showers, kiosk.

What happens with my membership?
All memberships will remain paused until further notice.
Direct debit and fixed term members will be notified in advance of membership reactivation options. Existing credits on membership accounts cannot be used as payment for bookings during this time.

I'm not a member, can I book?
Yes, a session must be booked in advance either by downloading the Maroondah Leisure app and setting up an account, or you can call Croydon Memorial Pool on 9294 5630.

How do I book my session via the Maroondah Leisure app?

  • Download the Maroondah Leisure app to book your session
  • Click on link to download for Apple iOS or click on link to download for Google Play OR
  • Go into your app store and search ‘Maroondah Leisure’
  • Download ‘Maroondah Leisure’ app
  • Create a Mywellness account and enter personal details*

            *Maroondah Leisure app account may take up to 24-hours to be activated

  • Once your account is activated, select facility - Croydon Memorial Pool
  • Click on Bookings tile (image) within the app
  • Click on all upcoming sessions, including session dates, times and locations and review the link for Frequently Asked Questions (and Answers) and Terms and Conditions
  • Select desired session you wish to participate in. As the app user you can see how many spots are remaining or if the session has been booked out. (If the session is full, you can nominate to go on a waiting list and if a session spot becomes available, you will be notified with all other members on the waiting list and have the option of booking in. Push and email notifications will only be received if you activate Notifications within the app).
  • Please arrive 10 minutes prior to the commencement of your session to allow for check-in and processing payments
  • Please provide your name and contact details to our customer service staff upon check in.
  • Payment is required upon entry to venue.

 How do I book my session if I cannot access the Maroondah Leisure app?

  1. Please call Croydon Memorial Pool on 9294 5630 during operating hours to book a session.

  2. Our customer service staff will ask a series of questions to obtain your personal details for ‘contact tracing’ e.g. name, email address and phone number and ask which session you would like to attend and on what day.

  3. After the phone call, you will receive an email within ten (10) minutes to confirm your booking details. (please always check your Junk mail).

  4. Please arrive 10 minutes prior to the commencement of your session to allow for check-in and processing payments.

  5. Please provide your name and contact details to our customer service staff upon check in.

  6. Payment is required upon entry to venue.

Can I book more than one person through the Maroondah Leisure app?
No, each person can only set up one Maroondah Leisure app account and book sessions in for themselves on the one device. However, if you have different devices, you can create a different Maroondah Leisure app account on each device, with a different name and different email address.

How do I book a session if I require a carer, need to book a group or I am under 16 years of age?
For family groups, patrons under 16-years of age and carers, please call Croydon Memorial Pool on 9294 5630 during operating hours to book a session.

Will Croydon Memorial Pool be accepting walk-ins? 
No walk-ins will be accepted. Only bookings via the app or over the phone are permitted entry to allow us to adhere to social distancing requirements and capacity management. In the interests of patron and staff safety, it is important to effectively manage visitors to the venue and to ensure social distancing regulations are adhered to, this includes staggering patron arrival times. 

How do I change my booking?
Session times can be cancelled and rebooked through the Maroondah Leisure app. All you need to do is:

  1. Access the Maroondah Leisure app

  2. Choose ‘Croydon Memorial Pool’ as the facility

  3. Click on Bookings image

  4. Find the session you booked

  5. Click ‘Delete booking’ on the session you wish to cancel

If you don’t have access to the Maroondah Leisure app you can call Croydon Memorial Pool on 9294 5630 to cancel your session.
We request that all bookings are cancelled at least 30 minutes before the session to allow other users to book in a session spot.

Is there a waiting list for fully booked sessions?
Yes, only when booking through the Maroondah Leisure app. If the session is full, you can nominate to go on a waiting list and if a session spot opens, you will be notified with all other app users on the waiting list if a place becomes available and have the option of booking in. (Push and email notifications will only be received if you have activated Notifications).

How do I activate Notifications?
Firstly, you need to go into your Maroondah Leisure app:

  1. Then click on the Profile icon at the bottom right of the screen.

  2. This will take you to your ‘Profile’ page.

  3. Then click on the ‘Settings’ tab

  4. Then click on the ‘Notifications’ tab

  5. Then swipe right  the Push Notification button and Email Messages button for ‘Classes’ and ‘Challenges’

How do I change or re-set my password in the Maroondah Leisure app?
Firstly, you need to go into your Maroondah Leisure app:

  1. Then click on the Profile icon at the bottom right of the app screen
  2. This will take you to your ‘Profile’ page
  3. Within you profile click on the ‘Edit profile’ wording
  4. This will take you to the USER INFO screen, where you will scroll down to ‘Change username’
  5. Click on the “>” icon next to the right of ‘Change username’
  6. This will take you to the SETTINGS and Account settings section within the  mywellness.com webpage
  7. Swipe right to  the Change Password section and enter ‘New password’, then ‘Confirm password’
  8. Click on ‘Save’ and this will send you an email confirmation confirming your New password has been updated

Can I have a refund?
Refunds will only be issued due to venue evacuations.

How long is each session? 
Lap swimming sessions are 60 minutes in duration.
Approximately five (5) minutes before the end of your session, our staff will ask you to prepare to leave the area. After your session, please collect your things and leave the facility promptly so the next session can commence as scheduled. 

Are there changeroom, shower and toilet facilities available?
In line with Victorian Government restrictions our toilets and hand basins will be available, however change rooms and showers will be closed. We recommend you bring adequate clothing to help you be as comfortable as possible once you finish your session. 

How do I indicate I have additional requirements/needs when booking a session at Croydon Memorial Pool?
All visitors with additional needs can call the venue on 9294 5630, during operating hours and book a session over the phone. Upon arrival there will be complimentary access for carers on presentation of a Companion Card. 

What hygiene and safety measures are in place?
Maroondah Leisure will be following the below hygiene, social distancing measures and safety protocols:

  • Additional cleaning processes have been introduced and cleaning frequency will be increased between session bookings. Special attention will be taken to disinfect all high-touch surfaces.

  • Staff will direct participants that if they are feeling unwell or have symptoms of fever, flu, cough or respiratory problems, they should not attend the session.

  • Session restrictions which adhere to Victorian Government regulations apply.

  • Wipe over all fixtures, common use areas and equipment prior to, during and at completion of session with disinfectant wipes and spray.

  • Hand sanitiser and cleaning wipes will be available at the entrance and throughout the venue.

Can I enter a session late?
We have staggered start times to ensure Victorian Government regulations are adhered to.
Late arrivals for lap swimming must swim within their allocated booking time and cannot carry over into the next session.

Can I leave a session early?
Yes, please exit through the normal venue entry/exit point.

What happens if I forget my towel or water bottle?
You can purchase these items from customer service. Contactless payments are  preferred.

Why is there a maximum of 30 patrons per pool?
Maximum numbers of people within spaces or areas will be set to ensure we adhere to Victorian Government restrictions.

What happens to lost property?
Lost property will be kept for one week only and can be collected from the venue. To enquire about lost property please call 9294 5630

What can I purchase at the venue? 
We will be selling water and limited retail items.  You can purchase these items from customer service (contactless payments are preferred).

Can I get started as a new member?
Yes, you can. Simply complete the contact us form on our website and one of our team members will contact you. Alternatively, please email memberships@maroondah.vic.gov.au.

Can I purchase a Croydon Memorial Pool season or multi-visit pass?
Yes, you can purchase a Croydon Memorial Pool season pass here 
Multi-visit passes can be purchased in venue.

I have a current seasonal/multi-visit pass for Croydon Memorial Pool. Can I use this rather than pay the casual rate?  
Yes, you can. If you have a current seasonal or multi-visit pass for the venue, you can use this upon entry, rather than pay the casual rate. Simply book your session time via the Maroondah Leisure app or the venue on 9294 5630.

I am a Fitness Passport member. Can I access the venue?  
Fitness Passport is not available until Victorian Government restrictions ease. You are welcome to download the Maroondah Leisure app, book a session and pay the casual fee upon entry.