Whether you are a frequent guest or a first time spa-goer, we look forward to creating a truly extraordinary experience for your next visit. Communication is so helpful to make sure all your expectations are met. If you have more questions after reading below, please call us at 713-622-7722 or email us at email@example.com.
How early should I book my appointment?
To ensure your desired appointment time, it is recommended you schedule your spa experience with as much advance notice as possible or at the conclusion of your last experience. Sanctuary’s professional staff allocates time especially for each guest; therefore a credit card or gift card is requested to guarantee these reservations. All spa experiences are subject to availability.
Do I get to choose my therapist?
We have both male and female therapists on staff. If you have a preference, do let your choice be known. If you have enjoyed the services of a particular therapist on a prior visit, you may request that person.
When should I arrive?
To begin your spa journey totally relaxed, we ask that you arrive 15 minutes prior to your scheduled appointment time. For new guests, please allow 30 minutes to accommodate completion of your guest profile. Once your forms are complete, we invite you to our meditation room to relax, have a treat or beverage, as you prepare to completely escape.
What if I’m late?
Delayed arrival will limit the time for your experience, reducing the effectiveness of your treatment and the expectations of your visit. In consideration of other spa guests, service time will not be extended for delayed arrivals, and the full price of your service will be charged.
Please notify the Spa guest care if there are any special physical or medical needs or conditions they need to consider prior to your services. (i.e. Pregnancies, Sensitivities, or Aggressive Medications).
What should I bring?
We recommend valuable items be left at home. Sanctuary is not responsible for lost or stolen items.
Can children come to the spa?
To preserve the tranquil experience of the spa, children are not permitted.
We accept guests of all ages, however for guests under 17 years of age a parental release form is required before services begin. As well, the parent is required to remain in the room while the technician is providing their service.
What should I wear?
We recommend that you wear comfortable clothing. Once the therapist shows you to your service room, they will leave you alone to change or to put on a robe. All jewelry and other personal belongings should be removed prior to spa services, but it is preferred that they be left at home.
Our therapists are well trained in the “art of draping” which means that the area of the body they are working on is the only area exposed at that time. They also will leave the treatment room before you get up from the treatment. Most people wear nothing in our hydrotherapy and wet room treatments, however, a swimsuit is appropriate if you prefer.
Can I bring my cell phone?
For your comfort, we recommend turning your cell phone off during your service. Using cell phones during session slows the technician and your service time will be adjusted in order to finish on time. As well, the buzzing of a phone on vibrate can be just enough to disrupt your escape.
With respect for all other guests attending the spa, please refrain from talking on your cell phone while in the spa. Preferably, keep your cell phone on silent or turned off while in the spa.
What payment forms do you accept?
Payments are accepted in the form of cash, checks, Visa, Mastercard, Discover, American Express, Spafinder Gift Cards, and Sanctuary Spa Gift Cards. There will be a $40 fee for returned checks.
What are the gift card policies?
Gift Cards contain value, which may be used to purchase services and products. Gift cards may not be used in the purchase of other gift cards. The Gift Card must be presented at the time of service or retail purchase and the available balance will be applied to the transaction. Gift Cards are non-refundable and may not be redeemed for cash. Any unused balance will remain on the card.
How much should I leave as gratuity?
Gratuities are very appreciated and are at the discretion of you, our guest, with the exception of our spa packages which do include tip. Customary tip for your spa technician is usually around 20%. You may add your tip to your card or discrete envelopes are available upon request at the end of your service.
Why does your technician need to know about my medical conditions?
Please be candid with us regarding any medical conditions, allergies or surgeries as some treatments may be inadvisable based on these conditions. This information can be provided on your guest intake form.
What is the product return policy?
Any products that are unopened may be returned for a full refund within 30 days of purchase. You may choose a refund to the credit card used on the original transaction or a Sanctuary credit on your account. After the 30 days or if you’ve used a minimal amount of the product, and you are unhappy, please return it and we can issue you a Sanctuary account credit in the amount of the product minus 25% (of the original price) return fee. Refunds will not be issued on purchases where the majority of the product has been used. Personalized and custom blended products, such as Customized Facial Cocktails, are non-refundable.