Frequently Asked Questions
Q1: Does O’Brien Icehouse offer further discounts?
A: Unfortunately other discounts don’t apply. This includes student, concession, Entertainment Book, Myki, V-line and Costco discounts. These only apply to single entries purchased at in venue.
However, we can offer family discounts of 10% off for the second and each subsequent family member. This discount will be deducted from the cheaper membership and only applies to upfront memberships - Silver, Gold or Black. Does not apply to Blue and Bronze Memberships.
Q2: If I have any queries about my membership who do I speak to?
A: Our team is happy to help you with any questions or feedback you have. Please email your queries to firstname.lastname@example.org or call us on (03) 8631 3902
Q3: How do I update my personal details and/or account details?
A: You can update all your personal details in person at the Icehouse via emailing email@example.com or calling us on (03) 8631 3902
Q4: Can I put my membership on hold?
A: Time freezes on Memberships will be assessed on an individual basis based on medical certificates and supporting documents. Please speak to the Memberships Manager for more details via emailing firstname.lastname@example.org or calling us on (03) 8631 3902.
Q5: How do I give feedback?
A: We welcome your feedback, good and bad, and we want to hear about ways we can assist you with any concerns or ideas you may have.
Please email your feedback to email@example.com or call us on (03) 8631 3902. A feedback survey will also be made available on our website in the coming weeks.
Q6: What happens if I lose my membership card?
A: Don’t worry. Please let our staff know. They will cancel your card and can issue a replacement card at a fee of $10.00
Q7: Where do I collect my membership card?
A: Membership cards can be collected upon in-house purchases. If you order over the phone you are welcome to come into the Icehouse to collect your card or it can be posted for a small fee - registered or express post.
Q8: Can I cancel my membership?
A: Cancellation of memberships will be assessed on an individual basis based on medical certificates and supporting documents. Please email us at firstname.lastname@example.org or call us on (03) 8631 3902
Q9: How long are memberships valid for?
A: Blue and Bronze memberships are valid for the duration of twelve (12) months. Silver, Gold and Black memberships are valid for a duration of six (6) months.
Q10: Is there any equipment hire included in my membership?
A: Standard skate hire is included in Blue and Bronze Memberships only. Skate upgrades, skate aids, lessons and programs are an additional cost
Q11: Can I transfer my membership?
A: Membership cards and their benefits are non transferable and are only valid for the card holder.
Q12: When can I skate?
A: Blue and Bronze Members can skate at anytime during public sessions, including weekdays, weekends, school and public holidays which can be viewed in our online calendar at http://www.obrienicehouse.com.au/calendar
Silver Members can skate at anytime during public sessions mid-week. This does not include school and public holidays
Gold and Black Members can skate at anytime during public sessions, including weekdays, weekends, school and public holidays which can be viewed in our online calendar at http://www.obrienicehouse.com.au/calendar
Gold and Black Freestyle Members can skate at anytime during public and freestyle sessions, including weekdays, weekends, school and public holidays which can be viewed in our online calendar at http://www.obrienicehouse.com.au/calendar
Q13: How do the ‘bring a friend for free’ entries work?
A: You must accompany your friend on their visit and you may only bring one friend at a time. Your friend cannot be an existing O’Brien Icehouse member. Friend must be of equal or lesser value (i.e. a child cannot bring an adult as their friend). Skate hire is an additional $5 if they are required.
Q14: How can I receive my discounts at the Icehouse?
A: Discounts will be applied to your purchases on presentation of your valid membership card.
Q15: What are the age requirements for children/adults for the Blue and Bronze Memberships?
A: Our age requirements are the same as general skating:
Child: 3-14 years
Adult: 15+ years
Q16: My Blue Membership entries have expired and I still have time valid on my membership, what can I do?
A: Your discounts and partner offers will still be valid for the remainder of your twelve (12) month membership along with your bring a friend for free entries. You can purchase single entries at ticketing for your entry into the Icehouse while accompanying your friend. Alternatively we can offer a Booster Pack of 5 entries, including skate hire, for $100.00 - adults and $80.00 - children, for each existing Blue Member. These must be used up in the twelve (12) month membership.
Hockey and Skate School
Q17: How can I redeem my free term of Hockey Academy or Skate School or my discounted term?
A: Free terms (Gold and Black Members only) can be redeemed after the purchase of your first term. This is valid for new students that have not previously participated in an O’Brien Icehouse program. Please email your queries and redemption requests to email@example.com or call us on (03) 8631 3902
Bronze Membership 20% discount can be redeemed for the first term of Skate School or Hockey Academy. This is valid for new students that have not previously participated in an O'Brien Icehouse program. Please email your queries and redemption requests to firstname.lastname@example.org or call us on (03) 8631 3902
Q18: How does the Adult Drop In/Stick and Puck upgrade work?
A: The hockey upgrade allows Silver Members access to ten (10) sessions to any session, on any day of the week. They must be used up in the six month membership period, no rollovers. If you would like to add additional Adult Drop In/Stick and Puck sessions we can offer a Booster Pack of 10 sessions for $180.00
Q19: Can I add the Adult Drop In/Stick and Puck sessions to my Gold or Black Membership?
A: Yes, we can we can offer a Booster Pack of 10 sessions for $180.00. These must be used up in the six month membership period, no rollovers
Q20: How does the Freestyle upgrade work?
A: The freestyle upgrade allows Gold or Black Members access to any freestyle session for no additional charge and for as many sessions as they wish. Sign in sheets still aplly to ensure fairness on the ice. A membership will not grant a special advantage for ice time
Q21: Will you still be offering freestyle multi session passes?
A: Yes, we will still offer freestyle multi session passes in 30 increments. We will no longer have 10 and 20 session passes available
Q22: How will the multisession passes work through the new access gates?
A: Your access card will still allow you through the new access gates with your multisession passes so long as you have sessions left on your card. These will be decremented from your card as you go through the gates
Q23: How long do I have before and after my session to warm up/cool down?
A: On our Freestyle packages you will not need to worry about how much time you have to warm up/cool down as you will have unlimited access.
If you are still using the multi session passes you will have 45 minutes before and after your session to warm up/cool down before you card will no longer scan at the access gates
Q24. Do I need a membership to come in for programs?
A: No, this is all accounted for in your program fees. You will be allocated a programs card which will allow you access for your program
Q25. Do parents/chaperones need to pay a spectator fee?
A: As per our previous processes, one parent will be allowed to enter at no extra cost for spectating during programs (Skate School and Hockey Academy), classes and freestyle sessions
As per previous processes, spectators during public sessions are still required to pay the $4 spectator fee which includes a complimentary hot beverage from our Igloo Cafe during cafe trading hours
Q26. How does the gym membership work?
A: Black Memberships include a gym membership for the six (6) month membership duration. A separate FOB pass will be allocated to you for access to the gym. Gym terms and conditions also apply for this membership. Loss of your FOB pass will incur a replacement fee of $20.00
If you would like to find out more about becoming a member, submit your details below and one of our friendly team members will get back to you shortly.