How may we help you?

 

 

 

Frequently Asked Questions

 

Studio Etiquette

 

 

 

ABOUT THE STUDIOS

 

Do you offer mat or reformer Pilates classes?

All of our Pilates classes are on the Allegro II reformer machines. The reformers add resistance to your workout to help you build strength without adding bulk. Sorry, no mat classes!

 

Where can I park?

The Potomac studio has ample parking; clients are welcome to park either in the main lot in front of the shopping center or in the back lot behind the shopping center. The Palisades, D.C. studio has free, 1-2 hour street parking available along MacArthur Blvd and going North along Arizona Ave. Additionally, there are 4 free spots available along the brick wall in the shopping complex. The Chevy Chase studio has a paid parking garage with entrances on Friendship Blvd and Willard Ave. The rate for 0-1 hours is $3.00; the rate for 1-2 hours is $6.00. There is also free street parking available in the area. The McLean studio has ample parking in the Chesterbrook Shopping Center parking lot. The Highlands Ranch, CO studio has ample parking available in the Village Center parking lot.


Do you offer childcare?

No, childcare is not available at any of our studios. We do not have enough studio space to be able to accommodate children in a safe manner. Please leave the kiddos at home!

 


 

GETTING STARTED

 

How do I sign up for a class?

Signing up is a breeze with our online scheduling system! First you need to create an account -- it only takes a few seconds. Click here to create an account for our Mountain Standard Time Zone studios, or click here to create an account for our Eastern Standard Time Zone studios. Then you can purchase a package, sign up for classes, and manage your schedule all from your own computer or device. We recommend adding the scheduler to your Bookmarks or Favorites for quick and easy access.

 

I've never been on a reformer. Will I be able to take Pilates?

Absolutely! Our Level 1 classes are specifically designed for beginners -- no experience necessary. Don't hesitate to tell the instructor it's your first time; they'll be able to keep an eye on your form and help you with any questions.


Are there any requirements I need to meet in order to sign up?

Pilates is a great workout for all fitness levels! However, you do need to be at least 16 years of age in order to take an RTR Pilates class, and at least 4'11'' tall in order to be able to comfortably operate the reformer.

 

I've taken tons of Pilates classes before. Can I start with an advanced class?

Regardless of experience, we ask that everyone take at least one Level 1 class when coming to our studio for the first time. Teaching style and terminology can differ from studio to studio, so there may be aspects of the higher-level classes that you aren't familiar with.

 

What should I wear to class?

Comfort is key. Think tank tops, yoga pants, leggings, etc. Overly baggy clothing can make it difficult for the instructors to see your form, so fitted clothing is best. Please refrain from wearing jewelry and other loose accessories.

 

What about footwear?

Grip socks are required in all classes! The grip socks help with your safety and stability on the machine, as well as cleanliness! ToeSox and Tavi Noir brand grip socks are sold at all of our studios starting at just $18 per pair, and can be purchased with a credit or debit card at the self-checkout station in each studio.

 


  

GIFT CARDS

 

How do I redeem a gift card?

Email info@RTRpilates.com with your gift card number and we will apply the gift card balance to your account!

  


  

BILLING AND ACCOUNT INFORMATION

 

How do I update my billing information?

You can update your billing information online -- it's easy! Just log into your RTR Pilates account from a computer (the mobile app does not store billing information, for security purposes) and go to the "My Info" page. In the middle of the page you'll see a "Billing Information" section -- click the "Edit" link to update your billing information. Be sure to click "Save" when you're done!

 


  

MONTHLY MEMBERSHIPS

 

Can I suspend/pause/hold my membership if I'm going to be away for a period of time?

Absolutely! Go to www.RTRpilates.com/suspend and fill out the form on that page at least 2 weeks prior to your desired suspension start date. Please be sure to read through all of the guidelines and restrictions before submitting your request.

 

How can I cancel my membership?

Go to www.RTRpilates.com/cancel and fill out the form on that page. Please note that we do require 30 days notice prior to your next billing date. For example, if your billing date is the 15th of each month and you'd like to cancel by November 15th, then your form must be submitted no later than October 15th. Requests submitted less than 30 days prior to the next billing date will be honored for the following billing cycle.

 



PERKVILLE

 

What is Perkville?

Perkville is a rewards system that allows you to earn points for attending classes or interacting with us via social media. These points can be redeemed for RTR freebies such as drop-in classes, guest passes, and more! Perkville will send you an email after you attend your first class. All you'll need to do is create a Perkville account, and then you can start tracking and redeeming your points!

 

How can I bring a guest using my Perkville points?

First, your guest will need to create their own account on our scheduling website. Next, log into your Perkville account and redeem your points for a Guest Pass - this automatically credits your RTR account with a drop-in class! Once your guest has set up an account and you've redeemed your points, just reach out to us via phone or email and we can transfer the guest pass from your account to your guest's account! Then your guest will be able to schedule a class online without having to make a purchase.



 

  

ETIQUETTE

 

Canceling - Early

We adhere to a strict 12-hour cancellation policy. Cancellations must occur at least 12 hours prior to class in order to be considered on-time. Classes must be canceled online through either the online scheduler or the RTR Pilates app. 

 

Canceling - Late

Cancellations occurring less than 12 hours prior to class are considered late. The penalty for each late-cancellation is loss of class credit. What does this mean? If you're using prepaid classes (i.e. drop-ins, 10-Point Package, Perkville classes), the appropriate number of points are deducted from your account. If you're using an unlimited special or monthly membership, you forfeit your chance to take any class that day (the late-canceled class maxes out your 1 class/day limit), however, you have the option to switch to a different class by purchasing the Same Day Class Change fee for $15. The Same Day Class Change option ONLY applies to clients with a 1 class/day limit.

 

No Show

Failure to attend a scheduled class results in a $15 fee in addition to loss of the class credit (see description above). No exceptions! Our classes fill up very quickly, and oftentimes there's a waitlist of clients hoping to take your spot. Please be respectful of our staff and our other clients... CANCEL if you can't attend! This not only spares you from the $15 fee, but also gives us the opportunity to fill your space.

 

Late Arrivals

You must show up for class no later than 10 minutes after the scheduled start time in order to ensure your spot in the class. After 10 minutes, your spot may be given away to a standby client. This helps to minimize distractions for the instructor and for other clients during class.

 

Scheduling Online

Classes must be scheduled online and in advance through either the online scheduler or the RTR Pilates mobile app. You are responsible for your own schedule! Any adjustments to your schedule can be made by going to RTR Pilates Online > My Info tab > View/Edit Schedule. Our classes fill up quickly, so please only schedule yourself for classes that you plan to attend.

 

Pilates Class & Schedule Changes

We reserve the right to cancel or reschedule any class with one or fewer registrations. In this event we will contact you via email and/or phone call with reasonable advance notice. Instructors are subject to change without notice in the event that the regularly scheduled instructor is unavailable. If the instructor for a class is listed as "STAFF STAFF" this means we have not yet found an available substitute; the schedule will be updated immediately once we have found and confirmed a substitute instructor. Absolutely no refunds or credits will be issued due to a substituted instructor.

 

Winter Weather

In the event of severe weather, class cancellations and/or studio closures may occur. RTR Pilates makes a studio-by-studio, class-by-class decision regarding weather-related cancellations. If we decide to hold classes, the standard cancellation and no-show policies do still apply, so please cancel your own reservation online if you are not able to attend. If classes are canceled, we do our best to provide as much notice as possible. The best and most accurate way to view cancellations is to check the MindBody Online Schedule via the web or the RTR Pilates mobile app. The schedule is updated online immediately as decisions are made. You will also receive an email notification from us if your class has been canceled (please check your settings within your RTR profile to ensure you are opted-in to receive these notifications!). You may view more information regarding winter weather procedures at www.RTRpilates.com/weather.

 

Wait Lists

If a class is full, you have the option to add yourself to the wait list. You must have an active class, package, or membership available on your account in order to join a waitlist. When someone early-cancels their reservation, the first person on the wait list will be automatically added to the class as long as there are no scheduling conflicts. If your package/membership limits you to 1 class per day, then you could not be moved off of a waitlist if you are already scheduled for another class. You are automatically confirmed for any class you clear the waitlist for. If you no longer wish to attend, you are responsible for canceling the class online (late-cancel and no-show policies apply). The waitlists only work outside of the 12-hour late-cancellation window -- this ensures you have the opportunity to early-cancel a class you moved into from the waitlist if needed. It is best to remove yourself from the waitlist if the class is less than 12 hours away, as this will allow you to view and sign up for an opening in the class if it becomes available.