• Family Pools – Open access, managed at the door. Wait times may apply during peak periods. Maximum capacity is 50 guests per lifeguard (maximum 100 guests/2 Lifeguards)
• Pavilion Pools (12+ years) – Shared public space, no set booking limit. Maximum capacity is 150 guests.
• Deluxe Lake Spa – Shared public space, no set booking limit. Maximum capacity is 70 guests.
• Sky View Private Pools – 2–4 people per pool. Minimum 2 adults (16+).
• Lake View Private Pools – 2–4 people per pool. Minimum 2 adults (16+).
• Retreat Day Spa – Up to 12 guests at a time (2 dual + 8 single therapy rooms). Groups of 6+ by arrangement.
• Wellness Room – Flexible setup, up to 60 people depending on activity.

• 25% deposit required within 7 days of booking (non-refundable).
• Balance due 14 days prior.
• Full cancellations require a minimum of 12 hours’ notice for a refund.
• Numbers can be reduced with at least 12 hours’ notice for a part refund.
• Cancellations or changes made with less than 12 hours’ notice are non-refundable.
• If catering is provided, dietaries need to be confirmed at least 7 days prior to the event.

For group pool bookings of 20 people or more, we require a minimum of 12 hours’ notice for any cancellations or changes. If the entire booking is cancelled with at least 12 hours’ notice, a full refund will be given. If numbers reduce, a part refund can be arranged provided we are advised at least 12 hours before the booking. Any cancellations or changes made with less than 12 hours’ notice are non-refundable.

For wellness class bookings, we require at least 12 hours’ notice for any cancellations. A full refund will be provided when this notice is met. Cancellations or changes made within 12 hours of the class are non-refundable.

No, outside food and drink are not permitted at Polynesian Spa. We have our on-site 88Ra Café which offers a wide range of fresh meals, snacks, smoothies, juices, gelato and coffee for visitors to enjoy during their visit.

• The Deluxe Lake Spa offers a natural geothermal experience with a cold plunge, Priest Acidic pool, Rachel Alkaline pools, and geothermal recliners. Surrounded by native plants, rock gardens, and waterfalls, it includes lockers, towels, and premium toiletries, and overlooks Sulphur Bay on Lake Rotorua. Suitable for all ages, it’s ideal for those seeking relaxation and connection with Rotorua’s geothermal environment.
• The Pavilion Pools are a favourite with locals and a great value option for visitors. This area features eight geothermal pools, three acidic and five alkaline, including the original women’s only pool from the Ward Baths, and a foot reflexology walk. Popular with both domestic and international guests, the Pavilion Pools provide a traditional geothermal bathing experience in a historic and natural setting, open to guests aged 12 and over.

The Lake View Private Pool offers a serene lakeside experience, while the Sky View Private Pool provides a open-pod style unit for privacy. Both are ideal for families, small groups, or anyone seeking a more private and tranquil experience.

Yes. Polynesian Spa offers experiences for every type of family visit. The Family Pools area includes a large gently heated freshwater pool for children to splash and play, as well as two smaller Rachel Alkaline mineral pools for gentle soaking. The Lake View and Sky View Private Pools are popular with families and small groups seeking privacy. The Deluxe Lake Spa is suitable for any age and features a cold plunge pool, a soothing Priest Acidic pool, and relaxing Rachel Alkaline pools, all overlooking Sulphur Bay on Lake Rotorua for a memorable family experience.

Yes. Bathing in geothermal mineral waters has been linked to improved circulation, relief of muscular tension, joint pain reduction, and skin rejuvenation. Polynesian Spa’s acidic and alkaline pools provide complementary therapeutic effects.

Unlike many hot springs, Polynesian Spa combines both acidic and alkaline waters in one location, alongside luxury spa therapies and lakefront views.

Pool bookings can be rescheduled within 3 months. At least 12 hours’ notice is required for changes. No refunds are provided.

Guests aged 12–15 can book the Family Massage & Facial Package with a parent or guardian in a dual treatment room.

• Minimum 12 hours’ notice required for changes or cancellations.
• Full refunds with sufficient notice.
• Late arrivals may result in a shortened treatment with no price reduction.
• Therapists may decline treatment if guests are unwell or behave inappropriately

You are responsible for your own property and vehicle. Secure lockers are available for hire, or you can use free storage tubs.

Yes. Therapies are available 10am–7pm daily and must be booked via retreat@polynesianspa.co.nz or +64 7 348 1328 ext 1.

Yes, but only in the lower temperature pools. Keep soaks short to avoid overheating, and always supervise babies closely.

You can make a request, but therapists are booked based on skill and availability. We cannot guarantee gender preference.

Arrive at least 1 hour before your treatment. This allows time for consultation and a complimentary Deluxe Lake Spa soak (valued at $79.95).

Bring swimwear, footwear and clean underwear. We provide robes, towels, shampoo, conditioner, and lockers. Disposable underwear is supplied for exfoliation or AIX treatments.

There are inherent risks with hot spring bathing. By entering the pools you accept the possibility of personal injury, illness, accident or property loss. Please act responsibly, supervise children at all times, and follow safety signage.

No, bookings are not required for public or private pools. Bookings are only essential for spa therapies at the Retreat Day Spa.

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.

CANCELLATION
We understand that plans can change unexpectedly. For direct (non-group) bookings, you are welcome to reschedule your booking within 3 months without any penalty fees, provided we receive a minimum of 12 hours’ notice. Please contact us at bookings@polynesianspa.co.nz or dutymanager@polynesianspa.co.nz to request adjustments. Please note that refunds are not available for direct pool bookings, and changes requested with less than 12 hours’ notice are non-refundable and non-transferable.

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, footwear and a clean underwear to wear for your treatment. We offer a range of swimwear for purchase or hire. Shampoo, conditioner, towels, security lockers, and a therapy robe will be provided for use during your visit. If you have booked an exfoliation or AIX treatment, you will receive a pair of disposable underwear for your therapy.
• 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. For the privacy and comfort of all guests, mobile phone use is strictly prohibited in all the changing rooms on site – this applies to not only the Retreat Day Spa but to all changing rooms on site.
• 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.

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.

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.

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.

We recommend that pregnant women are cautious when bathing in hot mineral water and only soak in the low temperature (33^oC – 38^oC) 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.

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.

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

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.

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 $10.95, 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 $8.95. Swimsuit hire is also available at $14.95.

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.

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.

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.

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

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.

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

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 Mahoney Wellness Room that can be booked out for your group. For customising your group booking, please contact marketing@polynesianspa.co.nz.