Outdoor Centre 2020 FAQ

Important changes

We are reopening some elements of our operations. Because of restrictions in this phased reopening, there are limits to the types of programs, rentals and services we can offer. Thank you for your patience and please check back regularly as the information in this document can change without notice. This page will be updated in early November with details for our winter rental procedures.

Rentals (Reopening for winter in November 2020)

A New “Business as Usual” - our ongoing commitment to Health and Safety

Here are the procedures we've put in place to support the health and safety of our co-workers, customers and community:

NEW - There are no walk-in rentals this summer

NEW - Rentals are available by appointment only

Appointments for winter gear will be accepted starting in early November - watch for updates.

NEW - Rental Confirmation

If the equipment you request is available, you will be contacted to arrange a convenient pick-up and drop-off time. You will be required to sign the rental contract and pre-pay online with a credit card.

NEW - Online rental contract and payment

Once we have confirmed your appointment you will be required to:

  • Login to your Active Living account: here;
  • Click your name at the top right hand corner and select "My Rentals";
  • Review and sign the Rental Contract;
  • Proceed to payment

Shortly after you will receive a receipt and copy of the work order.

NEW – Safety, Sanitation and Cleaning Procedures

Our safety and equipment sanitization protocols are based on guidelines provided by the Government of Alberta, and recommended best practices from national governing bodies and manufacturers’ guidelines. We have a multi-stage sanitation and quarantine procedure for rental items entering and exiting the shop, including careful record-keeping.

 

Rental Shop FAQs

Q. Do I need an appointment?

A. Yes. You will need to request an appointment when you book online, and we will contact you at the earliest available opportunity.

Q. Can I change my appointment?

A. We cannot guarantee that we will be able to change your appointment once it has been confirmed.

Q. Is my payment secure?

A. Yes. Online payment is by credit card only on a secure University of Calgary server.

Q. I'm unable to sign the contract, and/or I forgot my password. What do I do? 

A. You can change your Active Living password here. If you are having trouble signing the online forms, sometimes switching to Internet Explorer works. If you are still having problems, contact Active Living Client Services at 403.220.7749.

Q. Why are there only a limited number of rental items?

A. We’ve limited the number of gear items available in this initial phase of reopening to ensure that we can implement the safety procedures. We hope to expand our offerings as the reopening phases allow.

Q. Where can I park when I pick up or drop off the rental gear?

A. There is curbside pick-up and drop-off at the Outdoor Centre loading bay (free parking). 

Pick-up and drop-off times will be confirmed along with step-by-step instructions. When you arrive, call us at the phone number provided in your parking stall.  You do not need a parking pass.

Q.  What is the pick-up and drop-off procedure?

A. Pick-Up Procedure: 

  1. When you arrive for your estimated pick-up time, please park in one of the designated pick-up parking spaces by our front entrance.
  2. Call the number posted on the sign. Have your reservation number ready so that we can pull up your order. 
  3. Have your ID ready: Bring photo ID (driver's licence, passport, or UCID card).  Staff will need to verify the order and you will be asked to hold your ID up to the window. 
  4. Remain seated.  One of our staff will bring out your order and place it by your vehicle.  Once we go back inside, you can load your items while following directional signs and physical distancing guidelines. 
  5. Ensure that you have everything on your order, and that the equipment is in good working order.  You are responsible for the gear. Do you have insurance?  For the safety of our customers and staff, entry into the rental shop and trying on equipment will be prohibited.

A. Drop-off Procedure: 

  1. Parking: When you arrive for your estimated drop off time, please use a designated drop-off parking space by our front entrance and let us know your last name.
  2. Call the number posted on the sign. Have your reservation number ready so that we can pull up your order. 
  3. Remain Seated:  Remain in your vehicle until a staff member indicates you may start unloading.
  4. Unloading:   Equipment will be received outside the bay doors of the Outdoor Centre. Please follow directional signs and physical distancing guidelines, and place equipment in the designated return zone.  
  5. Complete the return: Please wait in designated area until staff have checked the equipment.  You will receive an official University of Calgary email shortly after confirming your equipment has been returned.

Q. Can I drop off my item early?

A. No. We have limited time-slots, days, and staff because of measures put in place to accommodate physical distancing guidelines.

Q. I have a question about my rental item. Whom do I contact?

A.  Email outdoor@ucalgary.ca. Please be advised that we are receiving a large volume of email and our staff will do their best to contact you in a timely manner.

Q. I sent in a request and haven't heard back - do I have a booking?

A. No. We are receiving a very high volume of requests and while doing our best to respond, are not able to accommodate all requests. Please ensure that your request contains all the required information, and both pick-up and drop-off times requested are during our open hours. We may not have the capacity to respond to incomplete request forms or invalid requests.

Q. What if the weather is bad? Can I change or cancel my booking after confirmation?

A. If more than 72 hours notice of cancellation is provided prior to the pickup date on the contract, a full refund will be provided. If less than 72 hours notice is provided, you will receive a 50% refund. A change of date will be treated as cancellation, with rebooking subject to availability of appointment times.

Programs (Open July 7, 2020)

We are currently running programs that are lower risk, and in close vicinity to Calgary or the Alberta Parks. Our information has been built around provincial recommendations for Outdoor Recreation, and best practices as outlined by the ACMG (Association of Canadian Mountain Guides), and AWA (Alberta Whitewater Association).

NEW – Revised Programs

Go to the Programs Overview page and see the list of programs that we are offering in this phase of reopening. On this page you will find step-by-step instructions and timely updates. 

Participants will receive a pre-course email to clarify COVID-related safety procedures. At the start of the course, the instructor will ask all participants the COVID-19 checklist collectively to ensure that the screening is witnessed and you must attest to the contents of the declaration to participate.

NEW – Safety, Sanitation and Cleaning Procedures

Our safety and equipment sanitization protocol is based on safety guidelines from the Government of Alberta and recommended best practices from the national governing bodies and manufacturers’ specific guidelines. We have a multi-stage sanitation and quarantine procedure for items entering and exiting the shop, including careful record keeping.

NEW – No Carpool or Van Transportation

We will not run any programs that require shuttling or carpooling. Participants should arrive in their own vehicles. See the Programs Overview page for more information

COVID Program FAQS

Q. Why are there only a limited number of programs?

A. We’ve limited the programs in this initial phase of reopening to ensure that we can implement the safety procedures as directed. We will expand our offerings as the reopening phases allow.

Q. Is the program gear safe to use?

A. Specific equipment sanitization protocol is based on provincial guidelines, national governing bodies “recommended best practices” and manufacturers’ specific guidelines. We have a multi-stage sanitation and quarantine procedure for items entering and exiting the shop, including careful record keeping.

Q. Can I bring my own gear?

A. Yes. As long as it is industry-approved and at the discretion of the instructor.

Q. Do I have to wear a mask?

A. Each program is different. Information will be provided in the pre-course email.

Q. Is my payment secure?

A. Yes. Online payment is by credit card only on a secure University of Calgary server.

Q. I'm unable to sign the online waivers or forms, and/or I forgot my password. What do I do?

A. You can change your password here. If you are having trouble signing the online forms, sometimes switching to Internet Explorer works. If you are still having problems, contact Active Living Client Services at 403.220.7749.

Q. Can I withdraw from my program?

A. Yes. Please review our updated cancellation policy.

Q. I have a question about a program. Who do I contact?

A. Email ocprograms@ucalgary.ca. We have limited staff so we might take longer than normal to respond.

Q. Are Outdoor Centre summer camps part of the University of Calgary summer camps?

A. Yes. Outdoor camps are run by the Outdoor Centre, but share some common operations with the other camps on campus, like parking, check-in systems, before and after camp care, bussing and more. Check the details of each camp to get information on pickup/drop-offs, absences, food, equipment, and the camp itinerary.

Q. Are outdoor camp leaders certified?

A. All outdoor camp leaders have completed a Police Information Check (with vulnerable sector). Urban camp leaders are certified with Standard First Aid & CPR Level C or higher. Out-of-city camp leaders are certified in 40-hour Wilderness First Aid or higher. Out-of-city camp leaders who drive for us have a Class 4 business driver’s license and have completed the University of Calgary trailer driving course.

Facility Status

Bike Repair /Ski Tuning Services CLOSED (Reopen date TBA)

Bike Repair services are not open at this time. Please check back regularly for updates.

Bowness Park FAQs – partially OPEN (Jul 19, 2020)

Bowness Park operations - the Boathouse rentals are now open, the Mini-Train will remain closed for the summer.

Climbing Walls FAQs – CLOSED (Reopen date TBA)

Climbing facilities are not accessible. Please check back regularly for updates.

Kinesiology Complex - Open

The Kinesiology Complex is now open, Monday to Friday, 8 a.m. to 5 p.m. However, not all facilities are accessible at this time.