• 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

RIGHT TO DECLINE TREATMENT
We strive to treat all clients with dignity and respect, expecting the same treatment for our staff. We retain the right to refuse service or discontinue a service if our staff are treated inappropriately. In such cases, refunds will not be issued.

CODE OF CONDUCT
Unacceptable behavior includes unwelcome physical contact, verbal harassment such as inappropriate comments or jokes, and threatening acts toward staff or other guests. Photography or video recording in locker rooms and changing areas is strictly prohibited. Guests should respect others’ personal space and privacy during treatments. Those engaging in discriminatory, harassing, or otherwise unacceptable behavior may be asked to leave without refund. We reserve the right to deny service to individuals violating these policies. Guests must comply with local regulations. A private changing room is available for guests if requested. Please enquire with our Retreat staff.

CANCELLATION
We understand that appointments may need to be changed occasionally. We request a minimum of 12 hours’ notice for appointment changes or cancellations. A full refund will be provided if proper notice is given. Failure to provide sufficient notice will result in full charges.

GROUP THERAPY BOOKINGS & CANCELLATION
Within 7 days of booking confirmation, a 25% deposit is required to secure your booking, which is non-refundable if the group booking is cancelled or individuals within the group cancel. The remaining 75% of the event cost is due 14 days before the event.

Polynesian Spa may cancel all appointments if the deposit or balance is not received by the due dates. A minimum of 7 days’ notice is required for full group cancellations, while individual bookings within the group can be cancelled 48 hours prior.

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.

MINIMUM AGE
Guests aged 12 to 15 may enjoy the ‘Family Retreat Therapy Package’ with a parent or guardian in a dual treatment room. After 16, single therapies are available.

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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World Luxury Spa Awards: 2023 Winner of Best Luxury Hot Springs, Best Luxury Lakeside

World Luxury Spa Awards: 2023 Winner of Best Luxury Hot Springs, Best Luxury Lakeside

Spa, Best Luxury Mineral Springs Spa for Australsia & Oceania

Spa, Best Luxury Mineral Springs Spa for Australsia & Oceania

Lux Life Winner for Most Relaxing Hot Springs Experience 2023 Australasia

Lux Life Winner for Most Relaxing Hot Springs Experience 2023 Australasia

Top10 Geothermal and Medical Spa Awards: Winner four times

Top10 Geothermal and Medical Spa Awards: Winner four times

Luxury Travel Guides Spa of the Year: Winner two times

Luxury Travel Guides Spa of the Year: Winner two times