Recreation Customer Service

CLOSURES & CANCELLATIONS

• Jimmy Thompson Pool:Jimmy Thompson Pool will be closed for an extended period of time. During scheduled maintenance activities, staff uncovered significant deterioration and structural deficiencies within the pool basin requiring comprehensive repair. Further review also identified broader building system concerns, including humidity control elements that must be addressed to ensure the long-term preservation and operation of the facility. Given the pool’s heritage designation and cultural significance to the community, a detailed feasibility assessment has been initiated to determine the full scope of restoration work, preservation requirements, lifecycle renewal activities, and modernization needs associated with the site. This assessment will guide the development of a comprehensive rehabilitation strategy that respects the historic character of the facility while addressing critical infrastructure deficiencies.
• Valley Park Community Centre: Valley Park Community Centre reopened on Monday April 13 for regular site users.  The gymnasium opening will be delayed until Tuesday, April 21, 2026 to allow time for the new floor installation to cure. This curing process is important to ensure the floor is safe, durable, and ready for use. Registered program participants within impacted programs will be notified directly by phone. 
• Valley Park Pool:  Closed March 23 to Summer 2026 to begin work on the pool basin, waterslide replacement and changerooms.More information on this closure: hamilton.ca/recprojects 

Recreation Customer Service Staff are available by email [email protected]

Recreation Customer Service Staff are available by email [email protected]

Outdoor pools are closed for the season

All transfers are subject to availability and any fee difference must be paid at time of transfer. Effective date of program transfer is the date received by the City of Hamilton and not the date the participant stopped attending.

You have the option of adding a participant to a waitlist for any program that is full at the time of registration. When a space becomes available, waitlisted customers will be contacted via email and have 24 hours to confirm enrollment and provide payment. After 24 hours has lapsed, the offer is cancelled, and we will continue down the waitlist. Ensure your email is current and added to all family members accounts.

If you are waitlisted for other courses that you no longer require a spot in, please remove yourself from those other waitlists, so that those spots may be offered to others. You can log in to your account to remove yourself from waitlists or contact customer service to request to be removed.

Due to limitations staff cannot confirm your exact spot on the waitlist.

Age requirements are set across all programs to support safe, positive, and developmentally appropriate experiences for participants. As an accredited HIGH FIVE® organization and an accredited member of the Ontario Camps Association, our programs follow recognized standards for quality and program delivery. We also use guidelines from Sport for Life to group participants based on typical stages of growth and development.

Our system calculates age based on the registrant’s age on either the first or last scheduled day of the program, depending on the program. Most programs use the participant’s age on the last day of the program.

Some programs require participants to be the correct age on the first day. This helps ensure that activities, supervision, and group dynamics are appropriate for all participants, and supports our commitment to meeting established standards.

The following programs require participants to meet the age requirement on the first day:

• Parent & Tot Programs
• Preschool Programs
• Camp Kidaca Programs*
• Senior Centre Programs

*Age groupings and requirements are also informed by provincial legislation, including the Child Care and Early Years Act, 2014. These requirements help ensure programs are structured in ways that support children’s development and align with school-year groupings where required.

Individuals who provide an incorrect birthdate to enter a program may have their registration cancelled.

Adults 55+ of age or older will be eligible for a 20% reduction on most adult registered recreation programs. Some exceptions apply. Qualified registrants registering online, or in-person will automatically receive the appropriate discount. Proof of age may be required. Discounts will not be backdated. Discounts do not apply to memberships or programs or services at Sackville Hill Seniors Recreation Centre, Ancaster Seniors Achievement Centre, or Flamborough Seniors Centre or the Seniors’ Clubs.

Visit our Recreation Refunds page to learn more about how to request a refund.

Most courses may be cancelled through the online portal before they begin. Follow the below steps to complete.

Log into your account 

1. Click on the “My Info” tab at the top of the page. Click on the name of the person you wish you withdraw from the program. 
2. Click on the “Schedules” section to expand it. Click on “Switch to List View” located next to the calendar month at the top of the calendar. Find the line with the program you wish to withdraw from. 
3. Click on “Actions” on the right side of the program line. A small box will appear. Click on the “Withdraw” option. 
4. If you paid with credit card, you may choose to have the refund sent back to your card. You may choose “Account Credit” and the refunded amount will stay on your account to be used for future payments. If you paid with any other method, please contact us to assist.
5. Once you have chosen your refund method, click on “Withdraw” to complete the process.

Make-up classes, credits or refunds are not available for participants that miss classes due to illness, vacation or other reasons.

Whenever possible, make up classes will be offered for program cancellations due to inclement weather, unplanned facility closures or instructor issues. Every effort will be made to reschedule single date cancellations. If the participant is unable to attend the rescheduled date a credit will not be provided.

The Recreation Assistance Program provides City of Hamilton residents living with a low income the opportunity to participate in organized sports and recreation programs. For more information, contact the Recreation Assistance Office at [email protected].

Subsidy amounts and balances are viewable in your online account. Please contact us for assistance.

The non-resident surcharge applies to participants at the City’s recreation facilities who are not residents or taxpayers in the City of Hamilton to help subsidize the operating cost of providing these services. Proof of residency may be requested by staff.

Non-Residents will be charged an additional fee to the total fee of:

• All registered courses and lessons
• When purchasing Memberships

To view, reprint or email your registration confirmation, please follow these steps:

1. Sign in to your Recreation account and select the “My Info” tab located on the top navigation bar.
2. Select the applicable family member registered in the program you want the registration confirmation for.
3. Scroll down and select the “Schedules” heading which appears after the personal information details. For easier viewing, select the “Switch to List View” to display all current registrations for the client.
4. Find the program you wish to receive an email confirmation for.
5. Select the “Actions” link and then “Print”. The Registration Confirmation document will open and you can select “Email.”
6. You will receive a pop-up notification advising the email was successfully sent.