How To Spa - Frequently Asked Questions

Q. Do I need to make an appointment for services?

A. Although we can sometimes accommodate "walk-ins," Balance is set up for pre-scheduled appointments. This is especially true if you need a specific time or prefer a certain therapist for your services. Appointments for services and packages can be reserved with a valid credit card number.

Q. How far in advance do I need to schedule appointments?

A. Though many times we are able to schedule appointments on the same day of your call, we usually suggest scheduling two or three days in advance of your desired date. Keep in mind also that packages and group bookings take longer to coordinate, so you'll probably want to allow a week or two for the best selection of times and services.

Q. What happens if I am late for my appointment?

A. If you expect to be late for your appointment, please let us know as soon as possible so we can make any adjustments needed to keep you and our staff on schedule. Although we will do whatever we can to accomodate late arriving clients, it will not always be possible for us to give a late client their entire appointment time, especially if the client is more than ten minutes late. Please note that the client is responsible for payment for the scheduled service, not the time that was given.

In the case of a package, we will generally cut the service time of the first scheduled service to keep the other services on time. Again, the client is responsible for payment of the scheduled services.

Q. What if my technician or therapist is running late?

A. Unfortunately, sometimes timing issues occur that are beyond our control. When a service starts late due to a technician or staff member issue, we will make every attempt to give the client the full service. If timing issues for either party prevent this, we will make other arrangements to reschedule the appointment or resolve it to the client's satisfaction.

Q. What is your cancellation policy?

A. Effective November 1, 2004, Balance Day Spa will require a credit card deposit to guarantee all appointments for services and packages. In the event of an appointment change or cancellation of less than 24 hours or "no-show" for any or all services, the credit card on file will be charged a half fee for all services cancelled or changed. For group bookings, one credit card number may be given to secure the appointments but will be charged for any cancellations or no-shows within the group.  This policy has been established to insure that our service providers are compensated for the time they set aside for our clients and their guests ahead of other clients. Without proper notice of cancellations, these service providers are unable to rebook these appointments with other clients or services. 

Please schedule your appointments with care and be sure to give 24 hours notice on all cancellations or service changes.  We greatly appreciate your understanding and cooperation!

Q. Do I need to make a deposit to guarantee the appointment?

A. Effective November 1, 2004, Balance Day Spa will require a credit card deposit to guarantee all appointments for services and packages. In the event of a cancellation of less than 24 hours or "no-show" for any or all services, the credit card on file will be charged a half fee for all services cancelled. For group bookings, one credit card number may be given to secure the appointments but will be charged for any cancellations or no-shows within the group.  This policy has been established to insure that our service providers are compensated for the time they set aside for our clients and their guests ahead of other clients. Without proper notice of cancellations, these service providers are unable to rebook these appointments with other clients or services. 

Q. May I request a male or female massage therapist?

A. Certainly. All of our therapists are trained to create a safe and comfortable environment for each client. If you have a preference for a male or female massage therapist, be sure to mention it when you are scheduling your appointment. Please note that at this time, all nail technicians and estheticians are female.

Q. Once I see a certain therapist or technician, am I required to see them exclusively?

A. No. While we certainly encourage relationship building between each technician and their regular clients, we encourage our customers to try working with different staff members. Each staff member has their own personality, style and specific areas of expertise, so it is only natural to want to find the person or persons who best suit your specific needs. The bottom line is that we want you to be happy with your services as well as your service provider!

Q. Do I have to undress completely for spa services?

A. No. However, our staff is trained to provide each client with a high level of comfort and privacy during their visit. Draping with sheets and/or towels are a part of all massage, skin care and spa services, and robes and slippers are provided to clients having more than one massage/spa service.

Clients may also feel free to wear undergarments or bathing suits during treatments if desired, keeping in mind that they may get oily or wet during the treatment. Disposable undergarments are available for spa services as well. Whatever the service, clients should feel free to voice their concerns or preferences throughout the treatment.

Q. Should I tip my therapist or technician?

A. While tipping is not required or expected, it is always appreciated by staff members. If you feel you have received good service, you are welcome to show it by offering a gratuity to any staff members who assisted you.

Q. How much should I tip?

A. Most clients tip for spa services in the same way that they would in a restaurant...usually at a rate of 10 - 20%. Tip envelopes are available at our front desk for cash tips. Gratuities may also be added to your check or credit card and will be distributed to the appropriate staff members.

Q. Is lunch available?

A. Yes. We use Maria's, a gourmet catering company, for all of our spa lunches. A box lunch with a sandwich, fruit and pasta salad is served along with a beverage of choice. Clients wanting to order lunch should mention it when scheduling spa appointments or upon arrival at the spa. There is a charge of $10 for this service.

Q. How do you handle group bookings?

A. To insure the best possible service and handling of multiple reservations and services, all groups of three or more should schedule directly through our group bookings coordinator. Groups of five or more will have an automatic sevice charge of 20% added to all services. This includes a gratuity for all service providers and is due to the additional time needed to coordinate appointments and special arrangements for larger parties. As with other appointments, a valid credit card number is needed to guarantee all group bookings.

Q. Are any discounts available?

A. All clients who provide us with their address and birthdate will receive a Birthday Gift Coupon during their birth month each year. Also, clients who refer friends and family to Balance will receive a  Referral Bonus Discount coupon for each person referred. (Please note, the referred client must give us your name when they come in for their first service.) The birthday and referral discounts are good toward any regularly priced service over $25 but may not be used with SpaWish or SpaFinder gift certificates or toward Balance gift certificate purchases.

Other discounts are available by taking advantage of our monthly specials (posted on our website and at the spa), by purchasing service "Twelve Packs" or other discounted series, and by receiving our email newsletters. To register, go to our feedback page and add your name and email address.

Q. Is childcare available?

A. While we do everything possible to accomodate the needs of our clients, we are not able to offer childcare at Balance. As such, we ask that all clients make outside arrangements for childcare during spa appointments. If this is not possible and your child must come with you to your appointment, we ask that they stay in the treatment room with you as we are not able to supervise little ones. For the enjoyment of all spa guests, we also ask that children (and adults)use their "spa voice" at all times in the spa.

We do also offer a limited menu of services for children such as our Kids' Mini-Facial, Mini-manicure and Mini-pedicure, as well as our Teen Facial!

Q. Do you allow cell phones in the spa?

A. For the enjoyment and comfort of all clients at Balance, we ask that all cell phones and pagers are turned off in the spa and reception areas of Balance. If an emergency arises, please keep any conversations as quiet and brief as possible.

Q. Do you offer refunds on retail merchandise or gift certificates?

A. It is our policy to exchange any product purchased for a full store credit within a 2 week period of the purchase provided that no more than 10 percent of the product has been used. If it has been longer than 2 weeks since the purchase or more than 10 percent of the product has been used, a partial credit may be given to be decided on a case by case basis. PROOF OF PURCHASE IS REQUIRED! Sorry, we do not offer refunds on retail purchases.

We do not offer refunds on gift certificate purchases, but will gladly transfer the certificate to another individual with the return of the original gift certificate.