Frequently Asked Questions
Please Note: A 7% Facility/Admin Fee will be added to the total bill (with the exception of retail purchases) to offset increased processing fees and product expenses due to the additional efforts currently required to create a safe and healthy environment for our guests. This fee will be increasing to 8% on 01/01/22
Safety
Face Masks
Employees
All Spa staff, whether vaccinated or not, are required to wear a face mask while working at the Spa
Spa Guests
Face masks are not mandatory for guests. For your safety, however, if you have not been vaccinated, we encourage you to wear a mask unless you have health issues that could be exacerbated by doing so, receiving a spa service where wearing a mask is not feasible, or enjoying the Hydrotherapy area, sundeck, or salt room.
Vaccinations - Employees and Guests
The decision to be vaccinated is a personal choice and vaccinations are not mandated for our employees or guests. We do not ask for proof of vaccinations.
Service Providers
While some of our staff have chosen to voluntarily disclose their vaccination status at the Spa, we believe this falls under the category of medical information and is kept confidential. Therefore, the Spa is not able to respond to requests from guests for a service provider who has been vaccinated. As a guest of the Spa you do have the right to ask a service provider if he or she has been vaccinated, but that service provider is under no obligation to respond.
Making an Appointment
Does The Spa accept Groupons or Spa Finder? We do not accept either nor do we accept cash value of the Group-ons or Spa Finders. For discounted rates on Spa services, our Spa Packages of combined services offer the best deals. GroupOn or Spa Finder Day Passes will not be accepted at this location.
How do I make an appointment? Call our Spa Desk, at 828-459-9150, or you may book SOME services online by visiting https://na.spatime.com/rbcs8613/5118738/home A valid credit card number is required to make an appointment along with first and last names of each guest, their email and phone and choice of service or package options. We cannot hold or book appointments with only a valid cc OR only with your name and services. All bookings are first come first serve basis. Appointments booked 90 days out are subject to change. Guests will be contacted regarding any change impacting their reservation. Final confirmation will be sent out within 60 days of the scheduled appointment.
Do I need to make appointments in advance? Appointments are required to ensure availability of Spa services, including Spa Hydrotherapy Circut and Salt Cave.
How do I know if my appointment is booked? You will be sent a confirmation email with a confirmation number, and you will receive a confirmation call few days before your appointment as a reminder. Please also check your email spam or junk mail box for your confirmation and your text. If you have not recieved it please contact the spa at 828-459-9150 and we will resend the confirmation for your records.
When should I arrive for my appointment? Arrive at least 30 minutes prior to your first appointment to allow time to check in, change into one of our Spa robes, and complete a health history questionnaire. Late arrivals will result in shortened treatment times.
What is the cancellation policy? Cancellations within 48 hours of the appointment will be charged 50% of the booked service. Cancellations the day of the appointment will be charged 100% of the booked service.
May I use the Spa if I have health issues or disabilities? Let the Spa professional know of any health issues when you make an appointment. Each guest fills out a health history form upon entry where you can list your health issues. The therapist will address any concerns with you prior to treatment.
I have a large group. Can we come to the Spa together? Yes but groups with 6 or more guests are only allowed to purchase 3 day passes. Any additional guests over 3 in your group must purchase services.
Spa Day and Evening Passes
Due to the increase of day and evening pass bookings for weekends and the limited space, weekend rates have changed:
Friday to Sunday rate change Day & Evening Pass Price change
- Weekend Day Passes (Friday-Sunday) are $200 per person (Open to close with all day Hydrotherapy Circuit access in addition to the Salt Cave, lunch, drink and Chocolate Covered Strawberries)
- Weekend Evening Passes are $100 per person (Includes 1 drink only: wine, beer or champagne)
Gratuity and facility fee not included.
I have a Day Pass voucher. How do I know if I can still use it? Due to limited availability, The Spa is not accepting comped paper day passes until further notice. All day passes has to be purchased and booked through spa front desk.
Spa Treatments & Services
Are there medical benefits to Spa treatments? Many of our treatments can ease aches and pains, alleviate congestion, and are designed to reduce stress.
What treatments are best for me? Our Spa professionals can offer treatment suggestions and explain packages or seasonal specials.
May I ask a therapist to make adjustments to improve my comfort? Your comfort is our priority. Therapists are able to adjust the lighting, temperature, music, or the amount of pressure applied during your treatment.
May I request a male or female therapist? Yes, you may specify your preference when making your appointment. If for any reason we are not able to meet your request, we will contact you with alternative options.
How will the Spa protect my privacy? The men’s and women’s locker rooms are separate, each with saunas and steam rooms. We also have a strict no cell phone or electronics policy.
Do I have to disrobe entirely for my Spa treatment? Your therapist may offer suggestions based on the treatment, but disrobe to your comfort level. Swimsuits are required on the Spa Deck. Salt Cave guests can be fully clothed or wear undergarments under their robe.
Are your service providers certified and trained? Yes our services are all trained and certified. They are all independent contractors and also all individually fully insured.
If I come with someone or a group, can the appointments be at the same time? We will do our best to accommodate but cannot make any promises due to booking. Scheduling will depend on our time slot availability.
If we get our services at the same time, is it a couples massage? No, receiving massages at the same time is different from booking a couples massage.
What is a couples massage? It is a massage in an ajoining room with the door open. The massages must be the same type of massage for both people. We only offer Swedish Couples Massages and Hot Stone Couples Massages. It will state that it is a couples massage.
Can I get a certain package upgraded to a couples massage? No. Our promotions are prices per individual services only.
At the Spa for Your Visit
What do I need to bring? A bathing suit is required for the Spa Hydrotherapy Circuit. Locker room amenities include lotion, body wash, shampoo, conditioner, shaving cream, disposable razors, and towels. A robe and slippers are provided for those receiving Spa services or utilizing the Spa Hydrotherapy Circuit. Please return your robe and slippers to your assigned locker before leaving to avoid a fee of $25 for slippers and $60 for the robe.
Can I bring my water bottle, Yeti cup, or cooler? Outside food and drink are not allowed. Spa attendants can provide water, and the Spa Café menu offers a range of beverages and food items for your visit. Guests with these personal items will be asked to return them to their lockers.
May I wear makeup? During services such as facials, makeup may be removed.
May I wear jewelry? We ask that you do not bring valuables to the Spa. The Spa is not responsible for lost or stolen items.
Does the Spa have Lost & Found? No. The Spa is not responsible for lost or stolen items. We will not mail or hold any items.
Will consuming alcohol enhance my spa visit? We offer a range of specialty alcoholic beverages, but your Spa experience will be equally rewarding with one of our teas or fresh juices. Outside drinks are not allowed in the Spa.
What are the temperatures of the pools? The cold plunge is set to 65° Fahrenheit; the main pool is 90° Fahrenheit; the outdoor and indoor jacuzzis are set to 104° Fahrenheit; and the waterfalls are set to 101° Fahrenheit.
Are your pools salt water or chlorine? Our pools are all salt water. We use salt to make the chlorine. A chemical reaction turns the salt to chlorine.
May I use my cell phone or I-pad? All cell phones are NOT allowed to be used in the locker room. Cell phones can be used on the hydrotherapy circuit at discretion. Taking pictures of other patrons are absolutely not allowed and violates guests privacy. You may use your I-pad or Kindle to read on the hydrotherapy circuit.
Can I bring my own bottle of wine? You can but there is a $30 corking fee.
How will you handle disruptive guests? If a group continues to be loud and disruptive, after receiveing multiple complaints, they will be asked to leave the Spa.
Will I ever be turned away from enter the Spa? We can deny you access to the Spa if you are tipsy, or drunk, when you arrive. We will ask you to reschedule your appointment for another day.
Hydrotherapy Spa Deck Acess
What is hydrotherapy?
Hydrotherapy is the practice of using warm water immersion, such as soaking in a hot tub or spa, to help treat a wide range of ailments such as high blood pressure, anxiety, aching joints, and sore muscles.
Hydrotherapy for arthritis in particular is often recommended by physicians, as it helps alleviate many of the symptoms of arthritis. Many people with active lifestyles take advantage of the many hydrotherapy benefits; it reduces post-workout soreness, aids in muscle recovery, and is often used in physical therapy. Finally, hydrotherapy is a great stress-reducer and has been shown to relieve anxiety and promote feelings of well-being.
Which services include access to the Hydrotherapy Circuit? Guests with services totaling $175 or more have access to the Spa Hydrotherapy Circuit.
Can I reserve chairs on the Hydrotherapy Circuit while I'm receiving treatments? Chairs on the Spa Deck cannot be reserved while guests are receiving treatments. Chairs are first come, first served for guests using the Hydrotherapy Circuit amenities.
Can I work out in pool area? No, Water aerobics and working out in spa pool is NOT allowed. The spa pool facilities is meant primarily for relaxation.
Pregnant or Pumping
May I visit the Spa if I am pregnant? Yes, but you may want to avoid treatments with deep pressure as well as hydrotherapy treatments involving heat. If you are pregnant, please notify us when scheduling your appointment.
May I breast pump while at the Spa? Yes, however depending on room availability we cannot always provide a private room for pumping, and offer a designated space in the refrigerator for storage.
SPA CAPACITY:
What is the spa's capacity? The spa can hold up to 250 people but we only allow a limited amount of people due to seating capacity and comfort level. For booking purposes we can only allow certain amount of guest.
Spring / Late Fall / Winter Months (Nov to Mid April) : 65 capacity
Spring /Summer / Early Fall Months (MidApril to October): 85 capacity
Seating Inside: 31 lounge chairs, 32 chairs for tables (dining)
Seating Outside: 17 lounge chairs, 20 chairs for tables (dining)
Chairs must not be saved while you are in service. Other guests will need chairs. If you are using the pool or waterfall, please do not save chairs. Chairs are used for lounging purposes. If items are left on your chair and spa guests needs the chair- your items will be removed and placed at front desk. Please be considerate of other guests while at on the Hydrotherapy Circuit deck. Members will not have access during capacity bookings.
Salt Cave
What are the Salt Cave policies? Acceptable attire is either your clothing or a Spa Robe with undergarments. Socks are recommended. Socks are available for purchase at the Spa Service Desk. Please refrain from wearing perfume or scented lotions. Arrive at least 30 minutes prior to your appointment. Late arrivals will not be able to access the Salt Cave once a session has started. The door will remain closed until the next scheduled session. With an appointment, children aged 0 - 18 years are allowed in the Salt Cave with an adult. For information about the benefits of halotherapy, click here.
Gift Cards
Where can I purchase an online gift card? Click here.
What happens if my gift card is lost? If you have the receipt for your gift card we can look up your balance and issue another gift card for that amount.
What if don’t want the Spa service on my gift card? Gift cards can be used for Spa services, retail items, or items at the Spa Cafe.
I lost my gift card. Will the Spa replace or refund? The Spa cannot replace or refund for missing physical gift cards.
I have decided that we do not want the gift card now, can I recieve a refund? We cannot refund any gift cards uner any circumstances. All gift card sales are final.
Children at the Spa
Can children use the Spa? Children 8-16 may receive a manicure or pedicure, provided the parent or legal guardian sign a waiver release form and remain in the building throughout the service. They may not use the locker rooms or Hydrotherapy Circuit. Children 17 years old may receive a manicure, pedicure, massage, or facial, provided the parent or legal guardian signs a waiver release form and remains in the building throughout the service. They may use the locker room if accompanied by an adult. Children under 18 are not permitted in the Hydratheraphy Circuit.
Spa Pricing
Pricing, spa services, and hours of operation are subject to change without notification. Holiday and peak pricing will vary.