Cancellation Policy

You can cancel your appointment without charge until 7 PM the day before your scheduled time, either by speaking with a spa representative or using our online system. Cancellations made after this time will incur a fee equal to the full service cost. This fee compensates our therapists, who rely on scheduled treatments for their income, ensuring that we can continue to employ highly skilled professionals. Please cancel as early as possible to allow us to offer the slot to another guest. By booking an appointment, you authorize us to charge any late cancellation fees to your credit card. Mahalo for your understanding.

Credit Card Policy

A valid credit card is required to secure all appointments. If you have a Hawaiian Experience Spa Gift Card, a credit card will still be necessary to hold your booking.

Deposit Policy/Discounts

A 25% deposit is required for all couples treatments, packages, services being booked for multiple guests, and services exceeding two hours (not applicable to members). This deposit is charged upon booking and is fully refundable up to 24 hours before your appointment. If you cancel within 24 hours, the standard cancellation policy applies.

Unless specifically stated otherwise all specials, discounts, etc. cannot be combined with other discounts or specials.

Payment Policy

Payment is due at the time of service. We charge your credit card on file or use any prepaid services or unredeemed gift certificates to cover your services and any other valid charges incurred, including those by your guests, unless an alternative payment method is provided. All sales are final at checkout. Please note, we do not accept cash for services, but you may leave cash tips or add tips to your credit card.

Return Policy

All sales of gift cards, treatments, services, and gratuity are final and cannot be returned. Product sales are final unless the product is damaged; please return any damaged products within 10 days for an exchange.

Improper Conduct

Hawaiian Experience Spa provides professional spa treatments only. Although some treatments may be quite exotic, they are not sexual in any way. If you are looking for a sexual service in any way, please look elsewhere. We have ZERO tolerance for improper conduct no matter how subtle. Absolutely no sexual activity is permitted in the spa. If any guest improperly touches a therapist, makes sexual or suggestive remarks, intentionally exposes themselves in an improper manner, or displays any other type of sexual or other improper behavior:

1. The treatment will be immediately stopped
2. The guest will be responsible to make full payment
3. The guest will not be allowed back in the spa
4. Other action will be taken as needed

Minors

Guests under 18 must have a parent or guardian sign their Intake Form and authorize treatment. Couples’ treatments are not available to minors. Minors of the opposite sex cannot receive treatments together in the same room. Parents are not required to stay during the treatment but are welcome to remain if they wish.

 Pregnancy

Congratulations! If you are pregnant and wish to receive a massage, please bring a doctor’s note or confirm that you have spoken to your doctor. You will need to sign a document confirming you have medical permission. Please inform us at the time of booking if you are pregnant so we can arrange a suitable therapist. Facials do not require a doctor’s note, but body wraps and some types of massages are not provided for pregnant women. Available massages are limited to 60 minutes.

 Gift Certificates

Click here to see gift certificate policies.

Spa Packages

 A 25% deposit is required when booking a spa package unless you are a Member. Packages cannot be booked online so please call the spa of your choice. Gratuity of $25 per hour per therapist. Gratuity is not added to the price of products, or other package items not performed by a therapist. Packages cannot be combined with other coupons or specials. Packages that allow you to choose any massage or facial may have some restrictions. Usually, you may substitute treatments in packages for a similar treatment if you wish. For example, you may substitute one type of facial for another, however, you normally cannot substitute a facial for a massage, etc. Please ask when making your appointment if you want to make any substitutions. All treatments in a package must be taken the same day by the same person, unless otherwise noted.

First Visit To Spa

Welcome! For your safety you will be asked to complete a medical intake form upon arriving. You can also download an intake form here and complete it at home. Please arrive at least 15 minutes before your appointment time so you have enough time to get set up. We don’t want you to feel rushed and stressed before your treatment! If you need anything during your visit, please ask the spa coordinator or any therapist you see. We all want your visit to be perfect! Read about your first visit experience here.

What Should I Leave On During My Treatment

 The most common choice is to take everything off and get comfortable in the nice soft robe! You will be draped professionally during your treatment. Of course, you can leave underwear or other clothing on, however, it will in some cases interfere with your treatment slightly. Please simply ask your therapist or a front desk person for more guidance.

Draping

 All guests are always professionally draped during their treatment. Draping methods, however, vary significantly from treatment to treatment and can vary slightly from therapist to therapist.

Hawaiian style draping is used for Hawaiian lomi lomi massages and some of our specialty massages and scrubs. Those treatments are done on the entire body at once so your upper and lower body needs to be uncovered at the same time. The picture shows the face down portion of a Maui Relaxation Massage done Hawaiian style.