• FAQs

Risks and Responsibilities

There are inherent risks in the participation in or at the Polynesian Spa Pools.  You, by entering these Pools, accept the inherent risks of personal injury, accident, illness or personal property loss. You must act in a responsible manner while at the Pools.  Adults and caregivers are solely responsible for persons under their supervision.  You must act with good judgement and consideration both for yourself and others, and refrain from behaviour which could affect your safety or the safety of others. Physical restrictions may apply in our facilities for safety or operational reasons, please refer to displayed signage.

You are responsible for your own personal property and vehicle while at the Pools.

Promotions and offers

Promotions/offers at Polynesian Spa often include services and products that have limited availability. Therefore; promotional items are all subject to availability and may not be available at preferred times or sometimes at all.

Promotions/offers cannot be substituted for alternate products and services.

Promotions/offers cannot be used in conjunction with any other offer, special, package, or discount.

Promotions/offers are only available during specified dates.

Public and Private Pools Cancellation Policy

CANCELLATION
We understand that plans can change unexpectedly. You are welcome to reschedule your booking within 3 months without any penalty fees; however, we kindly request a minimum of 12 hours’ notice for changes. Please contact us at bookings@polynesianspa.co.nz or dutymanager@polynesianspa.co.nz to request any booking adjustments. Please note that no refunds will be issued for changes made.

Retreat Day Spa Terms and Conditions

BOOKINGS AND AVAILABILITY

  • Therapies Schedule: Available daily from 10 am – 7 pm. Bookings are essential and can be made with the Polynesian Spa reception team at retreat@polynesianspa.co.nz or phone +64 7 348 1328 ext 1. Services are subject to availability.
  • Dual Therapies: If you’d like to share your therapy experience with someone special, please request a Dual Room when booking. We have a mix of male and female therapists and will try to accommodate your preferences. However, we book by skillset and availability first, so we cannot guarantee a gender preference.
  • Booking Confirmation: Once an online booking request (“enquire now”) is received, our team will send available treatment times and options via email. Bookings are confirmed upon receipt of payment and correspondence.
  • Pre-therapy Pool Soaking and Consultation: To allow enough time for your pre-therapy consultation and hot pool soak, please arrive at least one hour prior to your treatment. A consultation form will be provided, and payment will be required upon arrival if not already made.
  • What to Bring & What We Provide: Please bring your bathing suit and footwear. We offer a range of swimwear for purchase or hire. Complimentary robes, towels, toiletries, hairdryers, lockers, and disposable underwear are provided. Please bring something to store your wet swimwear in.
  • Eating Before Therapy: As your visit will take some time, we recommend eating before your warm mineral pool soak. Our café offers healthy and delicious items, as well as freshly squeezed juices and smoothies.

HEALTH AND SAFETY, SPA ETIQUETTE

  • Health Conditions: Please inform us of any health conditions, allergies, or injuries at the time of booking so we can assist you in choosing the most suitable service. If you are unwell, please do not attend your therapy. Contact our team, and we will arrange a refund.
  • Pregnancy: Expectant mothers should inform us during booking so we can recommend suitable services.
  • Minimum Age: Guests aged 12 to 15 can enjoy a ‘Family Massage & Facial Package’ with a parent or guardian in a dual treatment room.
  • Mobile Phones & Peace: Mobile phones, tablets, and other devices must be switched to silent mode while at the Retreat Day Spa. Please respect the serenity of the surroundings and other guests by speaking softly. The Deluxe Lake Spa is a quiet area; children should be passively bathing.
  • No Smoking: Polynesian Spa is a smoke and vape-free area.
  • Dress Code: Swimwear must be worn at all times in the Deluxe Lake Spa. Inside the Retreat Day Spa, please wear a robe, towel, or clothing.
  • Pathways: Our pathways can be slippery. Please walk slowly and use handrails when entering and exiting the pools.
  • Mobility and Accessibility: For the safety and comfort of all our guests, please note that our facilities require individuals to be of a suitable weight (up to 180kg) and physical ability to independently dress themselves and get on and off the therapy bed. As a non-medical facility, we are not equipped with specialized equipment or staff to assist in these matters. Please consider these requirements when booking your treatment.

TERMS & CONDITIONS

  • Cancellation Policy: We request a minimum of 12 hours’ notice for therapy appointment changes or cancellations. If sufficient notice is provided, a full refund will be given. If insufficient notice is given, the full booking price will be charged.
  • Late Arrivals: Please arrive on time to fully enjoy your booking. Late arrivals will result in a shortened session, with full charges applied.
  • Medical Conditions: If you have any medical conditions, allergies, or injuries, please inform us when booking.
  • Pregnancy: Inform us if you are pregnant so we can recommend suitable services.
  • Prices: Prices for therapies provided as of 1 April 2024, are GST inclusive and may be subject to change.

CODE OF CONDUCT

  • Right to Decline Treatment: We retain the right to refuse or discontinue service if our staff are treated inappropriately. In such cases, refunds will not be issued.
  • Behavior Expectations: Unacceptable behavior includes unwelcome physical contact, verbal harassment, and threatening acts. Photography or video recording in locker rooms and changing areas is prohibited. Guests should respect others’ personal space and privacy. Those engaging in inappropriate behavior may be asked to leave without a refund.

GROUP BOOKINGS

  • Group Booking Policy: A 25% deposit is required within 7 days of booking confirmation, which is non-refundable if the booking is canceled. The remaining balance is due 14 days before the event. Full group cancellations require a minimum of 7 days’ notice, while individual bookings within the group can be canceled 48 hours prior.

Thank you for helping us create a welcoming environment for all guests.

How does the mineral water affect jewellery?

Mineral water will tarnish silver jewellery and some gold. Please remove all jewellery before entering the pools. If your jewellery has contact with the water and does become tarnished you can clean it or take it in to a jewelers for cleaning.

What are the white particles in the pools and why is the water cloudy?

The most active minerals in the thermal waters are sulfur, silica and iron oxides. These bond together as the water cools and may become visible, either in the form of milky water or white particles in the water. The clarity of the mineral water can change with atmospheric conditions or variations in the mineral solids suspended when temperatures lower.

What health or medical conditions should I be aware of for hot pool bathing or a therapy?

If you are allergic to sulphur based drugs we strongly recommend not bathing in thermal pools as skin reactions may occur.

For the health and safety of both you and the therapist, if you have a cold or flu you cannot receive a therapy. Soaking in the waters is fine however to stop the spread, we ask that you consider other bathers and only come to Polynesian Spa when you have recovered.

Is it ok to have a hot mineral soak or a therapy if I am pregnant?

We recommend that pregnant women are cautious when bathing in hot mineral water and only soak in the low temperature (33oC – 38oC) alkaline Rachel Spring hot pools, while ensuring a high intake of fluids and breaks in between. We do not recommend pregnant women bathe in the acidic Priest Spa hot pools. Some pregnant women choose to only soak their feet.

For pregnant women who’d like to enjoy a therapy, we offer an Aromatherapy Associates Rose Pregnancy Massage or facial services.

Is it ok to have a hot mineral soak if I have a small baby?

Infants can soak in the hot mineral pools although we recommend keeping them in the lower temperature pools to ensure they do not overheat and babies must be supervised at all times.

Do we have to book to use the pools?

Bookings are not required to use the pools (including Private Pools). However, bookings are essential for The Retreat spa therapies.

What health or medical conditions should I be aware of for hot pool bathing or a therapy

If you are allergic to sulphur based drugs we strongly recommend not bathing in thermal pools as skin reactions may occur.

For the health and safety of both you and the therapist, if you have a cold or flu you cannot receive a therapy. Soaking in the waters is fine however to stop the spread, we ask that you consider other bathers and only come to Polynesian Spa when you have recovered.

Are towels and lockers included?

Towels and lockers are included in the entry price for guests to the Deluxe Lake Spa Pools and for The Retreat when you are booked in for a spa therapy.

For all other areas towels can be hired for $9.95, or can be purchased from the Spa Essentials Shop. Storage tubs are also available for your possessions for free, however a secure locker for your valuables can be hired for $6.95. Swimsuit hire is also available at $13.95.

What can I wear in the pools?

Swimwear has to be worn when bathing in the pools. Rash shirts, board shorts or other clothing using synthetic fabric such as lycra, nylon and polyester are permitted. Cotton shirts and pants including underwear are not permitted to be worn in the pools at any time. Babies must wear swimming nappies. Swimwear is not obligatory in the Private Pools.

Can I use a Private Pool on my own?

No, the Aquatic Facilities Guidelines state that pools that are not in public view must have a minimum of two adults per pool. An adult is aged 15 years and above.

Can I leave my children unattended?

Children under 8 years of age must be actively supervised by a caregiver aged 16 or over, this means you must be in the water with your child at all times and be able to provide immediate assistance. Children under 12 years of age must be accompanied by an adult.

What changing room facilities are there?

All Polynesian Spa bathing areas have changing rooms, which include showers and lockers.

How often do you change the water?

All pools meet stringent water quality standards. The law states that we must change the water in our mineral pools every 4 hours. We meet these legal requirements, and in some pools the water is changed every 3 hours. During the day there is a constant supply of fresh mineral water entering the pools. All pools are emptied, cleaned and refilled with fresh hot mineral water over night.

The chlorinated family pool is not emptied daily, but water is maintained constantly by the filter and chlorination plant to regulated levels.

Do you have wheelchair access to the pools and changing rooms?

Yes, Polynesian Spa is wheelchair accessible; however we do not have hoists into the pools.

Do you offer group discounts?

We regularly work with groups for wellness weekends or day retreats, spa therapies, pool bookings and provide delicious lunches and/or platters and drinks from our on site Cafe.  We have a private Wellness Room that can be booked out for your group.

For customising your group booking, please contact marketing@polynesianspa.co.nz.

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Built on the site of historic bath houses, Polynesian Spa has been an icon in Rotorua since it was established in 1972.

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LuxLife: 2024 Winner of Best Hot Spring & Pool Experience

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World Luxury Spa Awards Winner 2024

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Qual Mark Gold