Help
Please scroll down to the following sections for help:
1. Wet Weather Cancellations
2. Do you have problems booking or paying for courts? This section starts the step-by-step guide below
3. I cannot seem to book or the booking form shows padlocks
4. Booking form is ‘greyed out’ (without a padlock symbol)
5. When I try to book it says ‘Bookings exceeded
6. My card details have expired, how do I update it?
7. I no longer use my sign-in email and would like to update to a new one
1. Wet Weather Cancellations
- The duty officer may stop play whenever it is considered necessary to protect the surface of the courts or for safetyreasons, if the courts are deemed unplayable. If play is already in progress, no money can be refunded; however, if play is stopped during the first half hour, a free game will be allowed on another day within the next four weeks.
2. Do you have problems booking or paying? Please follow the step-by-step guide below.
If you have tried all of the options below and still cannot book, please call 020 8247 3857, Mondays to Fridays 9am to 5pm only.
- Please always make sure you use www.playtenniscityoflondon.com to sign in and not via the separate LTA website. Then choose the location you want to play at.
3. I cannot seem to book or the booking form shows padlocks:
- To book a court, you need to select the grey squares that have a price in. Yellow squares that have the word ‘Booking’ in means they have a booking in them and are already taken.
- Do you have grey padlocks where the prices should be? Then scroll up and check the top right hand corner of the webpage: Does it say your name or ‘sign in’? If the latter, please click it and sign in – this should unlock the booking form.
- If you were already signed in and/or there are still padlocks, then have you also signed up for a membership package? Is it still in date? Only current members can book the courts. If you are unsure, click on your name on the top right and chose the ‘profile’ section from the drop-down menu. Here you will find a list of any memberships you hold and the date they expire. If you do not have one or it has expired, click on the membership tab, read the various options and choose a new one.
- If you have a membership for one of Hampstead Heath sites and are trying to book on a different site you will also see padlocks because memberships aren’t transferable. E.g. if you normally play at Golders Hill but would like to try Parliament Hill, you will need to visit the membership tab via the new location and chose a membership package to be able to book the different set of courts.
4. Booking form is ‘greyed out’ (without a padlock symbol):
- If you are attempting to book outside your allotted time, the booking slots will appear greyed out, i.e.:
- If you have a free ‘Pay-and-Play’ (free) membership, please check you are not trying to book more than 24 hours in advance of your desired booking slot.
- If you have an ‘Annual Membership’ please check you are not trying to book more than 72 hours in advance of your desired booking slot.
5. When I try to book it says ‘Bookings exceeded’:
Each membership package has a maximum number of 1 hour slots you can book within a rolling 7-day period. If you have met this number within a 7-day period, you will be unable to book. Please check your dates.
- Annual membership: 5 x 1 hour slots per 7-day period
- Pay-and-Play: 2 x 1 hour slots per 7-day period.
6. My card details have expired, how do I update it?
- Via the website:
Please sign in and go book a slot as normal. When your old card details pop up, click on the numbers and you will be able to change these to your new details. These new details will be autosaved.
- Via the clubspark booker app:
Sign in and click on the cogwheel symbol in the top left corner. You will see a ‘remembered cards’ section where you can update your card details.
7. I no longer use my sign-in email and would like to update to a new one.
- Please sign in using your old email and click on your name in the top right hand corner. Select ‘My Account’ from the drop down menu and update your email details.