All customers must report future absences directly through the Customer Portal no later than 2 hours prior to the start of their scheduled reservation in order to excuse the absence and earn a swim lesson makeup token. Excused absences will be able to view and use makeup tokens the day after the absence has occurred.  

There are no exceptions to this policy.

How to Report an Absence in the Customer Portal:

• Log in to your Customer Portal
• Navigate to My Account
• Find the student and click Future Absences option
• When prompted, select By Enrollment (DO NOT SELECT “By Date”)
• Choose the correct date and enrollment, add an optional comment, and click Submit

See our Customer Resources & Policy page for more details and self-service instructions. 

Purpose: 

• AquaRec is a designated recreational swim time intended exclusively for families to enjoy safe, unstructured, and playful time in the water. To ensure a fun and secure environment for all guests, the following participation guidelines apply:

Family Participation Requirement:

• AquaRec is a reservation only program - no walk-ins allowed. See the Recreational Family Swim page for details and book directly through the Customer Portal. 
• Children under the age of 14 must be accompanied by a responsible adult (18+) who remains onsite during AquaRec.
• Adults may not enter or use the facility during AquaRec hours unless they are accompanying a child (under 18).
• Children may only participate without a parent or guardian in the water if the following criteria are met:
• The adult remains onsite for the full duration of the visit, and
• The child is able to fully stand in 4-foot-deep water with their head above water, and
• The child can demonstrate basic water safety skills (e.g., float, swim independently, safely exit the pool), and
• The child is able to safely use the restroom and manage personal care needs independently.

Instruction-Free Zone:  To preserve the recreational purpose of AquaRec:

Outside swim instructors, coaches, or teachers—whether formally employed or independently contracted—are not permitted to conduct lessons during AquaRec hours.

Any form of structured instruction, organized training, or business-related aquatic activity is strictly prohibited.

Safety remains the foundation of every AquaTech Swim experience. During AquaRec sessions, AquaTech staff are present to oversee the environment; however, parents and guardians are fully responsible for supervising their swimmers. Children who are not independent swimmers must be accompanied by an adult in the pool.

These guidelines ensure that AquaRec remains a safe, respectful, and enjoyable experience for all participating families.