When and How Should I Deal with Unauthorized Guests at the Pool?

Every community pool deals with it. A member shows up with a guest who isn’t on the list. Someone sneaks in without a pass. A friend of a friend “just stops by.” Whatever the scenario, unauthorized guests aren’t just a rule-breaker issue—they affect capacity, security, and member satisfaction.

So, when do you step in, and how do you handle it without causing friction?

Here’s what we’ve learned works best.

Start with Clear Guidelines

Before anything else, your rules should be crystal clear. If members don’t fully understand the policy, it’s hard to expect them to follow it.

Make sure your guest policy covers:

• How many guests a member can bring
• What times guests are allowed
• Whether guest passes are required in advance
• Consequences for not following the rules

And don’t just bury this in a PDF. Post signage at the entrance, include a reminder in member emails, and ask attendants to gently reinforce it at check-in.

Don’t Wait Until It’s a Pattern

You don’t have to wait until a rule is broken five times before addressing it. If you notice a member regularly arriving with unregistered guests or trying to bypass the process, it’s time to have a conversation. Early communication can prevent bigger issues down the road.

Approach it from a helpful angle:

“Hey, we noticed there were a few guests without passes yesterday. Just wanted to remind you how it works and make sure everything’s clear.”

That tone shows you’re being proactive, not punitive.

Train Staff on How to Respond

Your gate attendants or front desk staff are the first line of defense, so it’s important they feel confident handling tricky guest situations. Encourage them to stay calm, stick to the facts, and avoid jumping to conclusions. If someone shows up without the proper pass, they can simply explain the policy and offer a quick fix, like purchasing a guest pass or completing registration online.

If the situation starts to get tense, they should know exactly who to call or how to report the issue. With a respectful and steady approach, staff can keep things under control without creating conflict.

Use a Reliable Check-In System

Sometimes it’s not about rule-breaking but outdated systems. If your process relies on clipboards or memory, it’s easy to miss someone slipping through. Digital check-ins with photo IDs and up-to-date guest tracking help avoid guesswork. They also give you a record of activity so you can spot patterns and handle issues with facts instead of assumptions.

Talk to Repeat Offenders Privately

If someone continues to bring in unauthorized guests, don’t call them out at the gate. Set up a time to talk privately. Explain why the policy matters—safety, fairness, member trust—and outline what happens if the behavior continues.

Most people will respond well to a respectful, clear explanation. If they don’t, you’ll already have documentation in place to support next steps.

Set the Standard and Stick to It

The fastest way to lose control of your policy is to apply it inconsistently. If one member gets away with bending the rules, others will follow. Whether it’s a holiday weekend or a quiet Tuesday afternoon, the same rules should apply to everyone. Make sure your team is on the same page, and hold regular check-ins to reinforce the standards.

With clear rules, friendly but firm enforcement, and a system that supports your policies, you can stay ahead of the issue without frustrating your members. Want a better way to track passes, guests, and facility usage? Our team at Access Granted Systems can help!

Sign up for a demo today and see how we can make managing access easier for you, your staff, and your members.