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Spa Policies, procedures and helpful information Scottsdale, Arizona
Please click on any item below for more information.
Policies
Helpful Information What should I leave on for my treatment? How will I be draped (covered) during my treatment?
If you have any questions that are not answered here, please email us. Mahalo.
Cancellation Policy - If you need to cancel your appointment, please try to do so as early as possible. If you need to cancel with less than 24 hours notice, we may need to charge you 50% of the regular price of your treatment. This fee is not charged if we can rebook your time slot with someone else so please cancel as early as possible. The fee is used in part to pay your therapist who may have missed other appointments. Massage therapists and aestheticians are only paid when they provide a treatment. This policy is necessary to hire and maintain quality professionals as therapists. If you do not show up for your treatment or cancel within two hours of the scheduled starting time, you will be charged the entire amount of the treatment. Thank you for your understanding.
Deposits - We only ask for deposits under special circumstances such as for parties, extensive treatments, for appointments on holidays, etc. All deposits are non refundable.
Improper Conduct - Hawaiian Experience Spa provides professional spa treatments only. Although some treatments may be quite exotic, and even sensual, they are not sexual in any way. If you are looking for a sexual service in any way, please look elsewhere. We have ZERO tolerance for improper conduct no matter how subtle. If any client improperly touches a therapist, makes sexual or suggestive remarks, intentionally exposes themselves in an improper manor, or displays any other type of sexual or other improper behavior:
Minors - If you are not yet 18 years old you will need to have a parent or legal guardian sign an authorization before we can provide you with any services. Couple's treatments will not be provided to minors for any reason. Parents do not need to remain present during the minor's treatment, however, they are welcome to do so.
Pregnancy - Congratulations! If you are pregnant and wish a massage, please bring a doctor's note with you authorizing massage therapy. This is strictly for your safety. You do not need a doctor's note for a facial or body scrub. Body Wraps cannot be provided to pregnant women. Any treatment that raises your body temperature, such as a wrap, should be avoided for the safety of you and your baby. Massage can only be a maximum of 60 minutes in length.
Specials/Discounts - Unless specifically stated otherwise all specials, discounts, etc. have the following restrictions. They cannot be combined with other discounts or specials, You cannot use spafinder, or other promotional gift certificates (including gift certificates beginning with S, DON) to pay for discounted services or products.
First Visit to the Spa - Welcome! For your safety you will be asked to complete a medical intake form upon arriving. You can also download one here and complete it at home. Please arrive at least 10 minutes before your appointment time so you have enough time to get set up. We don't want you to feel rushed and stressed before your treatment! If you need anything during your visit, please ask the spa attendant or any therapist you see. We all want your visit to be perfect! To read about what exactly to expect when you arrive, please visit our About Your Experience page.
What should I leave on for my treatment? - The most common choice is to take everything off and get comfortable in the nice soft robe! You will be draped professionally during your treatment. Of course, you can leave underwear or other clothing on, however, it will in some cases interfere with your treatment slightly. If you want more guidance, download our What to Wear information sheet.
Draping - All clients are always professionally draped during their treatment. Draping methods, however, vary significantly from treatment to treatment and can vary slightly from therapist to therapist. Traditional draping using a sheet is provided for most treatments. With this type of draping we will uncover one area of your body at a time as we work on it. For a Lomi Lomi Massage and for part of other massages that use lomi lomi techniques you will only be draped with a small towel. As the massage is done on the entire body at once, your back and legs need to be uncovered at the same time. Specialty treatments such as the BeachBum Treatment require different draping. Please let your therapist know at any time if you are cold, or need more covering for your comfort.
Gratuity - Obviously this is a personal decision, however, we are often asked by clients for guidance. Telling clients that it is a "personal decision" is not very helpful! We suggest thinking of gratuity in terms of how many hours of treatments you received, not as a percentage of price. In a day spa environment, therapists usually receive $15 - $20 per hour for good service. Exceptional service is sometimes tipped at a higher rate. Don't forget to double this amount if you had a couple's treatment with two therapists! Cash is always great for tips, however, tips can also be put on credit cards. It is really up to you, of course. However, gratuity is an integral part of the therapists' pay structure and if no gratuity is left a 20% (of the regular price) gratuity will be charged to your credit card (or the credit card that was used to hold the appointment). If you are not happy with your service and do not wish to leave a gratuity please speak with the spa manager when checking out.
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