Frequently Asked Questions
Going to a spa is a wonderful way to relax - we should know. If you have never visited a spa before and there are questions that you want to ask, we have you covered! If you have any other questions, simply ask your sales consultant when booking your experience or email us at [email protected]
General FAQs
What is the age limit to participate in a spa experience?
Most venues will only allow customers aged 18 years and over to participate in
full treatments (e.g. massages, facials, body wraps, body scrubs, body polish). However, venues will
generally allow individuals of a younger age to receive basic treatments such as manicures and
pedicures provided they are accompanied by an adult.
I have a medical condition or have undergone surgery? Is it safe to go on a spa experience?
This depends on the nature of the medical condition or surgery. As such, it
advised that you consult your doctor prior to participating in an experience. Please notify the
sales consultant of your medical condition at the time of the booking. Additionally, inform a
representative at the venue of your conditions prior to commencing any treatment or potential risky
activity (e.g. swimming).
I am pregnant. Is it safe to go on a spa experience?
There are certain things that you should avoid at a spa including the jacuzzi,
sauna, steam room, aromatherapy and anything that puts undue pressure on the stomach and groin (e.g.
deep tissue massage). However, gentle treatments such as, facials, manicures, pedicures, head
massages and specifically created pre-natal treatments. It is advised that you consult your doctor
prior participating in an experience and that you notify the therapist of your condition.
What should I wear on my spa experience?
Aside from checking whether the restaurant has a dress code, a spa experience
is about being relaxed. Wear something comfortable and carry your swimming costume and a pair of
slippers, should you wish to swim. The spa will generally provide robes, towels and slippers to be
used within the spa facilities.
What should I wear to have my treatment?
The therapist will tell you what to keep on or take off. If you are not
comfortable with their suggestion please speak up. It is perfectly acceptable to wear your underwear
or a swimming costume for your treatment should you wish to. You will always be draped with the top
sheet during your massage session. The etiquette your therapist will follow is to only uncover the
part of the body they are working on, ensuring that your modesty is respected at all times. Certain
spa experiences may include access to gym facilities. Should you choose to use these facilities,
appropriate sportswear must be worn at all times.
What time should I arrive, and leave, on my spa experience?
Most venues request that you arrive at the spa 30 minutes prior to the
treatment. This gives you the opportunity to complete any required paperwork, shower, change into
your robe and relax before your treatment. This does however vary from venue to venue so you will be
advised of the specific timing when you book. Please be punctual because if you are late your
treatment time will be reduced.
Can I book extra treatments with my spa experience?
Yes. Simply ask your sales consultant at the time of booking.
Where do I store my valuable during my experience?
A locker will be provided to you to store your clothes and valuables.
Can I speak on my phone?
No. Please switch off or silent your phone to help maintain a tranquil
environment. Additionally, please refrain from loud conversations so as not to disturb other guests.
Can I request a male or female therapist?
Of course. Please notify the sales consultant of your preference at booking.
However, please note that therapists are trained to respect boundaries and use proper draping
techniques.
Is it ok to interrupt a therapist mid-treatment if I am not enjoying it, or if it is not what I anticipated?
Yes. A spa experience is all about you. Before your treatment begins, please
inform your therapist of areas to be avoided and during your treatment, please inform your therapist
if you feel any discomfort and your preferred pressure. The therapist would rather you voiced your
discomfort so that they can adjust their approach.
If I am not happy during my treatment or with part of my spa experience what should I do?
Please bring it to the attention of the therapist or relevant supervisor at
the venue. If you do not reach an acceptable resolution to your complaint, please notify us on:
[email protected]
Should I book a time for dinner or lunch in advance?
Yes. Restaurants at venues typically require an advanced booking to guarantee
availability. It is therefore a good idea to book your meals at the time you book your experience,
or directly with the restaurant well in advance of the date of your experience.
If I have any special dietary requirements, can they be accommodated?
A venue will try to accommodate special dietary requirements however they
cannot guarantee that all requests can be accommodated. In addition to informing your sales
consultant of your requirements during the booking process, please also communicate these
requirements to the venue upon arrival.
Can I cancel or reschedule my experience?
We apply a strict no cancellation policy and booked experiences are
non-refundable upon cancellation. Additionally, a reduction in the number of booked guests in a
party will result in a loss of monies paid. Should you or your party be unable to participate in an
experience on a booked date, provided reasonable notice is provided and at the sole discretion of
the partner, we will try to rebook the guest or party on an alternative date mutually agreed by both
the guest or party and the partner. A booked party can substitute members of the party for other
individuals at no additional cost provided such substitution does not require a change to the booked
experience.