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Commission presses for written cancellation policy after tennis class no‑show
Summary
A commissioner reported a tennis/pickleball class at Roosevelt had no instructor present and asked for a written cancellation and make‑up policy; staff said the instructor emailed a late cancellation and staff will follow up and issue refunds if needed.
A commissioner raised concerns Dec. 1 after participants arrived for a recreation class at Roosevelt and found no instructor or lights on; commissioners urged the Community Services Department to formalize a written cancellation and make‑up policy for vendors and classes.
The commissioner said parents and participants arrived to find courts dark and no staff present and asked whether vendors are given a clear cancellation policy when they contract with the city. “I think there should be 24 hour notice and the vendor should let the city know whether or not it's happening,” the commissioner said, calling a two‑hour notice before a class insufficient.
Assistant Director Matthew Ronald Stevens said staff investigated and learned the instructor emailed staff around 3:15 p.m. the same day to say the class would be canceled for lack of enrollment. Stevens said that last‑minute emails are not sufficient notice and that staff had called and attempted to contact enrolled participants; staff will follow up with the instructor to determine whether to combine classes or issue refunds. “He sent an email, but that wasn't until 03:15, 03:30 to staff saying, oh, well, we're gonna cancel it due to no no enrollment, which is not an acceptable way of communication,” Stevens said.
Commissioners proposed several remedies: require written cancellation policies in vendor agreements, require instructors to maintain backup staff or assistant coaches so classes can continue, and publish a clear make‑up/refund policy for families. One commissioner proposed that any new policy be a one‑page document reviewed by the commission before staff implements it.
Why it matters: last‑minute cancellations can leave families and small vendors scrambling and harm community trust in city programs; commissioners said clarity in expectations and communications could reduce no‑shows and improve enrollment outcomes.
Next steps: staff said they will contact the instructor, determine whether to refund participants or combine classes, and will follow up with the commission about creating a formal cancellation and make‑up policy.
