Frequently Asked Questions
Q.: How many clubs are under the umbrella of Smash Management?
A.: Smash Tennis Academy @ Heliopolis, Smash Katameya Residence Sporting Club @ Katameya, soon to be opened, Smash Royal City @ 6th of October, and more to come soon.
Q.: I am a member in Smash Tennis Academy, do I have access to the other clubs managed by Smash Management?
A.: Yes, we provide our members with an extra invitation booklet of 10 cards upon renewing their membership. These cards allow the whole family to have 10 visits to any other club managed by Smash. Once these free invitations are consumed you can buy new ones with nominal fees. As other clubs have different owners and Smash Management has a management contract but is not an owner, we cannot offer equal access to all clubs. Smash Tennis Academy’s members have an additional benefit of 20% discount on the membership fees in other clubs managed by Smash Management.
Q: What is the Club working hours?
A: Club generally operates from 7:00 am till 12:00 pm.
Working hours for departments are as follow;
Customer service department: from 9:00 am till 10:00 pm.
F & B department: from 8:00 am till 11:00 pm, and last time for food order is 10:30 pm.
Accounts Department: from 9 am till 5:00 pm (vouchers and checks payments from 10 am till 5:00 pm).
Gym: from 7:00 am till 10:00 pm.
Spa: from 10:00 am till 9:00 pm.
Indoor Swimming pool: from 9:00 till 10:00 pm.
Outdoor Swimming pool: from 10:00 till sunset.
Q: Do you have a Ladies Day? When?
A: Yes, we have on Monday, in summer from 9:00 till 3:00 at outdoor pool and in Winter from 9:00 till 1:00 at indoor pool.
Q.: I would like to be a member at a Smash club what are the procedures?
A.: First: filling a membership application form and have a guided tour of the club.
Second: interview with the management during which any questions you might have will be answered.
Third: if approved, payment of the required fees at the Customer Service.
Q: What are the types of membership? Do you have summer, 3-6 months membership?
A: We have long term membership and annual membership. The least membership period is one year and we do not have summer or 3-6 months membership.
Q.: What are the membership fees?
A: Membership fees consist of initial fees (to be paid once when becoming members) and annual fees (to be paid every year at the beginning of the year till the end of February).
Q: I don’t have a credit card or cheques, I want to come and pay on monthly basis the installments in Smash Tennis Academy.
A: In this case, you will become a member after you complete the payment. If you would like to become a member now, you have to pay the whole fees in cash in one lump sum.
Q.: If I have an annual membership and then I decide to change to lifetime membership, will the initial payment be considered as down payment?
A: Only if you decide to change to lifetime membership within the first 3 months. After that, you have to pay the full fees.
Q: Does Smash Tennis Academy own the land or is renting the land from the Airport Authority?
A: No land can be purchased at airport premises; we rented the land just like Novotel, Iberotel, the gas station and all the area around. We have a contract which is renewable. The Airport Authority is encouraging investment and they are getting consistent returns from the operation, apart from the rental fees, they act as silent partners and have interest for project continuation.
Q: Are you planning for an extension in the future, here or in the new communities?
A: We are approaching the airport authorities for expanding our current facilities next door to existing facilities.
Q: Do you monitor the club capacity?
A: We are continuously monitoring the membership capacity. However, some members emigrate or come less frequently, so we have some room for new members. Definitely, like every other club, we have 2 peak periods during the year with higher density of members visiting the club. These periods are from early June till beginning of July, when schools are off and people still did not go in vacation and in September when everybody comes back.
Q: I am living abroad and I am not here to pay the annual fees till the end of February? Why should I pay a penalty?
A: There are 3 options for payment in the required period:
a) you can pay the fees online through our websites www.smashtennis.com.eg
b) you can pay in advance for the next year if you are here in holidays.
c) You can transfer the amount to the Arab African International Bank, account number 564737-3931-EGP-002
Q: I can't use the club any more for personal reasons, can I have a refund or sell the membership?
A: There is no refund or selling of membership. As mentioned in the application which is signed and approved by the new members.
Q: I am living abroad and I don’t use the club, why should I pay the annual fees?
A: The membership has to be renewed every year, however, if you are not using the club you can pay ½ of the annual fees only (“freezing membership”). Any member who does not renew the membership fees for more than 3 years will lose the membership. The annual fees are your contribution in maintaining the club. Freezing will be for a whole year. No invitations will be given. In case you would like to use the club during that period, you have to pay the rest of the fees in full. You will receive your invitation booklets as well.
Q: I come to Egypt only one week/month during the year and I am freezing the membership, what should i do to use the club?
A: You can pay the difference to full annual and you can use the club.
Q: When the invitations are finished can I have another invitations booklet?
A: You can buy another booklet of 20 invitations for LE 1000, or you can pay at the reception every time you have guests LE 50 for every adult and LE 25 for every child under 12 years old.
Q: (Fridays) I have some guests for lunch. We will just have lunch in the restaurant and leave. Do I have to pay for invitations?
A: Yes, you have to pay for invitations for your friends to have lunch at Smash. This restriction is a way to ensure our members’ privacy.
Q: Do you have any other activities beside sports, trips, parties, etc.?
A: Yes, our social activity manager is organizing parties, trips and social events on monthly basis.
Q: I have a complaint/problem and it wasn’t solved. How can I escalate my complain?
A: All our management staff is always striving to meet your expectations. In case of the direct supervisors failing to meet your request, any senior manager will be happy to help you. For any comment, you can contact the GM at sta@smashmgmt.com or the management company at smash@smashmgmt.com.
Q: Do you have day use?
A: No, there is no day use.
Q: I am not a member, can I use the gym?
A: No, the gym is only for members.
Q: How many players are in a tennis group?
A: Red Level: from 16 to 20 player (four players with one coach).
Orange Level: 8 players (four players with one coach).
Green Level: 4 players with one coach.
Q: How many swimmers are in a group?
A: Star, Snail, Penguin and Seagull: 4 swimmers Sea turtle, Octopus: 5 Swimmers.
Q: Can I have private swimming training? I have seen some swimmers training private.
A: No, there is no private swimming training only group training. The only one-on-one training is for children with special needs.
Q: I am not a member can I have tennis individual training?
A: Apart of being a member, if you are registered in a group of our tennis school you can have individual classes.
Q: I lost my ID card/the ID card is damaged, can I have a replacement?
A: We can replace your card for a fee of LE 50.
Q: I am not a member and I want to have the maid enter the club, can I pay a ticket?
A: Only members’ maids are allowed to access the club, and it is restricted to certain areas.
Q: What is Smash Tennis Academy's WI-FI Password?
A: Please check with customer service to give you the free WIFI password, as we change it from time to time.
Q: Can I bring My Dog/Cat with me?
A: Sorry, but Pets are not allowed to enter the club.
