Important Policies, Common Questions
We make every attempt to maximize your experience, so please take a moment to look over our policies, or call us at (408) 354-5901 for an answer to a specific question.
Cancellation Policies & Fees
We require a 24-hour cancellation notice or a 50% cancellation fee will be charged. No-shows will be charged full price. Scheduling an appointment is your acceptance of these policies. All services need a credit card to guarantee a reservation, so please have a Visa or MasterCard ready when booking. All clients must provide a credit card number at the time of booking, including those with gift cards. You will not be billed unless there is a cancellation or no-show.
For parties of four people booking two or more services each, or groups of five plus, please contact our group coordinator for group booking policies and availability. Exclusive use of the Spa is available; please inquire for fees and available dates.
Cell Phones and Electronic Devices
Please respect the sanctuary we provide and turn your cell phone off upon arrival.
Prices and services
Prices and services are subject to change without notice.
Gift cards are available in any dollar denomination. There is a small handling fee for gift cards sent by mail. Gift cards are not refundable or replaceable even if lost, misplaced or stolen. Gift cards are not valid for Aqua Salon or cosmetic medical services.
Please arrive at least 15 minutes before your scheduled appointment. This will allow adequate time to change and relax in our library before your treatment.
Massage clients need to be 16 years old and facial clients may be as young as 12. All senior levels are welcome! We do have treatment rooms upstairs, so if you’d rather avoid the stairs, please let us know when you schedule the appointment.
Please respect the privacy of Spa guests and their wish to experience personal renewal in complete tranquility. Let your therapist know of any concerns, special needs or questions prior to your treatment.
Is parking a problem?
When planning your arrival time, please make sure you allow ample time for traffic and parking. We have several free unlimited-time parking areas very near The Spa, and there are also parking spaces behind our building dedicated to Spa patrons only.
What will I do with my personal belongings?
The Spa provides you with a personal locker and key. We do regret that we cannot be responsible for lost or stolen items, so it might be best if you left your valuables at home to ensure their security – especially jewelry, as we will ask you to remove it before any spa service.
Why should I arrive early for my service?
We recommend that you arrive at least 15 minutes prior to your first treatment. This not only allows you to check in, but also to take advantage of our beautiful library area where you can sit and enjoy some complimentary light refreshments as you relax and unwind prior to your service. Arriving late for your service will deprive you of valuable treatment time.
What should I tell my therapist before my service?
Disclosing any medical conditions or prescription medication you are using before your service begins is very important. Allergies, pregnancy, high blood pressure, etc. may be affected by certain services.
Should I say anything during my service?
Communication with your therapist is encouraged. For example,
if the pressure of your massage is too light or too hard, let your
therapist know. You should also let them know if you want them to focus on or avoid certain areas (such as ticklish or sore spots). Feel free to voice any questions or concerns; treatment time is your time.
What should I bring?
Because robes, slippers and towels are provided, you need not bring any special clothing for your spa service. We provide you with blow dryers, brushes and other products in the lounges if you'd like to utilize them instead of bringing your own, but you may want to bring your favorite make-up and curling iron.
What do I wear during my service?
Most people will undress completely for facial, massage and body therapy treatments. If you prefer, you can wear undergarments. Proper and conservative draping techniques are always observed during our treatments and robes are provided for all our guests to use during their time here.
Can I request a male or female therapist?
Our staff wants you to be as comfortable as possible during your services. If you have a preference as to gender, please indicate so at the time of your booking. We will do our very best to accommodate you based on availability.
What if I’m Pregnant?
Pregnant women in their first trimester and women with a high-risk pregnancy should avoid many types of treatments at spas. If you are pregnant, be sure to tell the Spa Hostess your current status when booking any appointments. They will know which treatments are suitable and which are not. Always check with your obstetrician before going to any day spa.
How do I deal with gratuities?
Gratuities are always appreciated! Unfortunately, we are unable to accept them on credit cards, so it's best to be prepared with cash or a check. Typically, when you receive a gift certificate, the gratuity is not included. Gratuity envelopes are available at the front desk at the time of check out for your convenience and should not be dealt with in the treatment room.