How To Spa
Frequently Asked Questions
Q. Do I need to make an appointment for services?
A. Although we can sometimes accommodate "walk-ins," Serenity 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.
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 accommodate 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 twenty 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 decrease 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. Are any discounts available?
A. discounts are available by taking advantage of our monthly specials (posted on our website and at the spa), by purchasing service "Six Packs", "Twelve Packs" or other discounted series, and by receiving our email specials. To register, go to our CONTACT US page and add your name and email address.
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.
Q. What is your cancellation policy?
A. If you must cancel or modify your appointment, please give us as much notice as possible. In order to ensure that our service providers are compensated for the time they set aside for clients, we require a credit card or gift card to guarantee all Group appointments and we must receive at least 24 hours cancellation or modification notice or a 50% service fee will be charged. A 20% Gratuity will be applied to each person at checkout for parties of 4 or more.
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 childcare available?
A. While we do everything possible to accommodate the needs of our clients, we are not able to offer childcare during spa appointments. If your child must accompany you to your appointment, they must stay with you in the treatment room. For the enjoyment of all spa guests, we also ask that everyone use their "spa voice" at all times in the spa. We do 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 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. 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.
The Gift of Relaxation
are available for Purchase Online!
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Day Spa Package Have Us Mail it for You.
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