The Spa at Rock Barn Country Club 

Frequently Asked Questions & Policies

FACILITY FEE

To preserve the exceptional standard of our facilities, a maintenance/administrative fee is included with all service charges (excluding retail purchases). This fee helps sustain the luxurious environment our guests expect.

RESERVATIONS & REFUNDS

• A 50% deposit and a valid credit card are required to confirm bookings.

• Cancellations made with at least 72 hours notice will receive a full refund to the original cardholder.

• Refunds are only issued to the primary cardholder for financial security.

SAME-DAY BOOKINGS, CHANGES & CANCELLATIONS

Same-Day Booking: Public guests must present valid ID and the credit card used for the booking upon arrival.

Same-Day Cancellation: Cancellations on the day of service will be charged the full amount.

Same-Day Changes: Any changes on the day of service (massages, facials, nails, times, etc.) will incur a $30 fee per guest. These are subject to availability and not guaranteed.

PAYMENT POLICY

• All charges must be paid at check-out with a valid credit card and ID.

• Declined payments will be handled by management and may require additional verification or legal action.

LOST & FOUND POLICY

Reminder, please leave your valuables at home. The Spa at Rock Barn is not responsible for lost, missing, or damaged items. It is the responsibility of the guest to leave valuable items at home. We do not hold or mail items. All items must be secured in lockers. Staff are not permitted to conduct any investigations regarding lost items.** 

LOCATION

3779 Golf Drive NE, Conover, NC 28613 – inside Rock Barn Country Club. Off I-40.

OCCUPANCY & MEMBER ACCESS

• Capacity enforced for safety (no walk-ins). Daily manifest required.

• Reservations required for both members and public.

HEALTH RISK NOTICE

Please notify us if you are pregnant or have medical conditions:

• No massages for guests 12 weeks pregnant or less.

• Doctor’s note required for cancer patients receiving massage.

PAYMENT VERIFICATION & CREDIT CARD FRAUD POLICY

• Same card and valid ID required at check-out.

• All suspicious or fraudulent activity is reported and may lead to legal prosecution.

• See NC General Statutes, Chapter 14, Article 19B for penalties.

CALL RECORDING POLICY

All incoming and outgoing calls to and from The Spa at Rock Barn may be recorded for training, quality assurance, and verification purposes. This ensures our team maintains the highest level of guest service and allows us to review interactions for accuracy and staff development. By calling our spa or receiving a call from us, you consent to having the call recorded.

MAKING AN APPOINTMENT

• Call: 828-459-9150

• Online: Book Now

• Credit card and guest info required (name, contact, services).

Deposit & Card Use:

• 50% deposit charged at booking.

• Cardholder and ID must be present at check-out.

No Split Deposits: Deposits apply only to the primary booking cardholder.

BOOKING CONFIRMATIONS

• Email confirmations are sent after booking (please check your spam folder).

• Confirm that you have received this confirmation via email or text message to the cell phone number you provided at the time of booking.

• Due to sudden technical changes or scheduling adjustments, you may be contacted regarding modifications to your appointment time. We will do our best to accommodate any changes needed.

• Confirmations reflect your reserved services, appointment times, and any add-ons. If any details are incorrect, please contact the spa immediately.

• Guests should also ensure their contact details are accurate and up to date in our system.

CHECK-IN

• Arrive 30–60 minutes prior to service.

• Complete forms, receive locker assignment, and orientation.

HOURS

• Mon–Thurs: 8:30 AM – 6 PM

• Fri–Sat: 8:30 AM – 7 PM

• Sun: 10:15 AM – 6 PM

HYDROTHERAPY & SPA ACCESS

• To uphold our spa cleanliness standards and ensure a safe, enjoyable experience for all guests, we require that all individuals shower or rinse off prior to entering any hydrotherapy feature or pool. This removes lotions, body oils, and other products that can interfere with our saltwater filtration systems and negatively affect water quality.

• Having lotion, oils, or heavy body products on prior to entering the pools can damage our facility’s saltwater systems and impact water cleanliness. Please rinse thoroughly before use.

• Sandals are required to be worn throughout the spa facility for hygiene and guest safety.

• All guests are required to shower or rinse before entering any pool or hydrotherapy feature. This helps maintain water cleanliness, reduce skin oil and lotion buildup, and preserve the integrity of our saltwater filtration systems.

• Towels are also provided in the spa deck area. We kindly ask that you take only what you need—a maximum of 2 towels per guest—to help us preserve resources and maintain availability for all visitors.

• Our main saltwater pool is heated to 90°F and features underwater music, enhancing your sensory experience during relaxation.

• The back grotto is set to 101°F and provides soothing warmth.

• The front grotto is set to 102°F and offers therapeutic benefits:

  • A larger stream massages your back.

  • A smaller stream targets your neck and shoulders., enhancing your sensory experience during relaxation.

• Locker rooms are separate for men and women and include showers, steam rooms, saunas, bathrooms, secured lockers, and towels along with complimentary toiletries for your convenience.

• Our Hydrotherapy Circuit is designed to promote relaxation, reduce muscle tension, and enhance circulation by alternating between heat and cold therapies. Guests are encouraged to follow this recommended sequence to maximize benefits:

  1. Steam Room (110°F–120°F) – open pores and prepare muscles.

  2. Sauna (170°F–180°F) – promote detoxification and deeper heat therapy.

  3. Indoor Pool (90°F) – gently lower your body temperature and relax muscles.

  4. Waterfalls (101°F) – target tension in the shoulders and back.

  5. Jacuzzis (104°F) – immerse in high heat for maximum relaxation.

  6. Cold Plunge Pool (65°F) – finish with an invigorating cold immersion to tighten pores, stimulate circulation, and revitalize the body.

• You may repeat the cycle as desired, always listening to your body and hydrating frequently.

• Services $200+ include full-day spa access.

• Purchase of any a la carte services on massages or facials also grants you all-day access to the spa. Please visit the service booking area.

• Robe and slippers provided.

• Robes and sandals must be returned and placed back in your locker to avoid charges.

• Bathing suits required.

Gratuity 

• Gratuity is not included in the cost of services unless otherwise noted.

• Tipping is optional and is appreciated and can be added via credit card at check-out.

• We do not hold any cash tips at the front desk for any staff under any circumstances.

FOOD & BEVERAGE

• Please notify spa staff of any food allergies either prior to booking or upon arrival.

• Food and beverage items that are not included in your package may be purchased separately.

SPA CONDUCT

• No yelling, splashing, jumping, or saving chairs.

• No outside food, alcohol, or glass.

• Phone use is not allowed in relaxation rooms, treatment rooms, or locker rooms to protect the privacy of spa guests.

• You may use your phone on the spa deck, but you are not permitted to take photos or videos of other guests without their permission.

• Please avoid talking on your phone in shared spaces. If you need to return a call or have a conversation, please step into the lobby or outside.

• You may bring a tablet, iPad, or book to read during your visit.

• Violation of privacy or guest comfort will result in removal.

GIFT CARDS

• Purchase online or in-person.

• No refunds for any gift cards.

GROUP BOOKINGS (5+ GUESTS)

• Contact: Lindsay Brooks
  Email: [email protected]
  Office: 828-459-3605
  Mobile: 828-999-0230

• Groups must pre-pay and follow Group Booking coordination policies.

• Social "parties" booked individually do not include coordination.

CHILDREN AT THE SPA

• Ages 8–16: Nail services only, with guardian onsite.

• Ages 17+: Services allowed with waiver.

• No hydrotherapy access under 18.

SAFETY & WELLNESS

• Must be 21 years of age or older to consume alcohol.

• The spa deck includes saltwater pools and hydrotherapy features with elevated temperatures:

  • Indoor Pool: 90°F

  • Jacuzzis: 104°F

  • Waterfalls: 101°F

  • Cold Plunge: 65°F

• Saunas: 170°F–180°F

• Steam Rooms: 110°F–120°F (with high humidity)

• High temperatures and salt in the air may enhance the effects of alcohol and elevate your body temperature. Please be cautious when combining heat exposure and alcohol consumption.

• Drink water frequently, especially when consuming alcohol.

• No excessive drinking before massage.

• Notify staff if feeling unwell.

• Allergies: bring your own EpiPen® or medication.

SPA CAPACITY

• Varies by season (65–80 max).

• Waitlists available when capacity is reached.

For reservations, contact:
[email protected] | 828-459-9150 or Book Online

Thank you for choosing The Spa at Rock Barn. We look forward to providing you a relaxing, safe, and luxurious experience.