• Retreat Day Spa Terms & 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.
  • IMPORTANT: Pre-therapy Pool Soaking and Consultation: To allow enough time for your pre-therapy consultation and Deluxe Lake Spa hot pool soak, please arrive at least one hour prior to your scheduled treatment time. 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.

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