Spa Policies, procedures and helpful information
Scottsdale and Chandler, Arizona
Please click on any item below for more information.
If you have any questions that are not answered here, please email us. Mahalo.
Cancellation Policy - If you need to cancel your appointment, please try to do so as early as possible. If you need to cancel with less than 24 hours notice, we may need to charge you 50% of the regular price of your treatment. This fee is not charged if we can rebook your time slot with someone else so please cancel as early as possible. The fee is used in part to pay your therapist who may have missed other appointments. Massage therapists and aestheticians are only paid when they provide a treatment. This policy is necessary to hire and maintain quality professionals as therapists. If you do not show up for your treatment or cancel within two hours of the scheduled starting time, you will be charged the entire amount of the treatment.By booking an appointment either online by phone or otherwise you authorize us to charge your credit card on file for any cancellation fees. Mahalo for your understanding.
Deposit: A 25% deposit is required for all couples treatments, packages, and any services or combination of services exceeding two hours in length (members are not required to give a deposit). The deposit will be charged to your credit card shortly after you book your appointment. The deposit is 100% refundable up to 24 hours before your appointment time (except for booked spa parties). After 24 hours the cancellation policy above applies.
Improper Conduct - Hawaiian Experience Spa provides professional spa treatments only. Although some treatments may be quite exotic, and even sensual, 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 client improperly touches a therapist, makes sexual or suggestive remarks, intentionally exposes themselves in an improper manor, or displays any other type of sexual or other improper behavior:
Minors - If you are not yet 18 years old you will need to have a parent or legal guardian sign an authorization before we can provide you with any services. Couple's treatments will not be provided to minors for any reason. Parents do not need to remain present during the minor's treatment, however, they are welcome to do so.
Pregnancy - Congratulations! If you are pregnant and wish a massage, please bring a doctor's note with you authorizing massage therapy. If you cannot obtain a note, please at least speak with your doctor and get specific permission to get a massage. You will need to sign a document certifying you have permission from your doctor to get massage therapy. This is strictly for your safety. Please tell us when you make your appointment that you are pregnant so that we can put you with a therapist trained in pregnancy massage therapy. You do not need a doctor's note for a facial. Body Wraps cannot be provided to pregnant women. Any treatment that raises your body temperature, such as a wrap, should be avoided for the safety of you and your baby. Massage can only be a maximum of 60 minutes in length. Click here to see a list of treatments suitable for pregnant women.
Specials/Discounts - Unless specifically stated otherwise all specials, discounts, etc. have the following restrictions. They cannot be combined with other discounts or specials. You cannot use spafinder, or other promotional gift certificates (including gift certificates beginning with S, DON) to pay for discounted services or products.
Gift Certificates - Sales and specials often have special terms. These policies are general in nature only. Any special advertised terms will over ride these policies. Gift certificates for dollar amounts (ie. a $100 gift certificate) for which you paid full price expire in five years from purchase date (purchase one here). Gift certificates for services (ie. Gift Certificate for a Specific Massage) expire in one year from purchase date. After one year we will still honor the gift certificate for five years from purchase date for the dollar amount paid for the certificate. For example, if you buy a massage gift certificate on sale for $49 you have a year to use it for that massage. After a year you can still use it for its value of $49 but may no longer be able to get that massage for the same price. Gift certificates for a specific treatment can only be used for that treatment. If the recipient wants a different treatment she or he can use the certificate for the value paid for it and apply that amount towards any treatment she or he wishes. Gift certificates are none refundable.
When purchasing gift certificates online: Dollar amount gift certificates can be instantly printed out by you or emailed to the recipient. If you purchase a treatment gift certificate we will email you the gift certificate within 24 hours. If given an option, choose "In Store Pick Up" as your shipping method when purchasing gift certificates so you are not charged shipping. We will still email you the gift certificate.
Packages: A 25% deposit is required when booking a spa package unless you are a spa member. Packages cannot be booked online so please call the spa of your choice. An 18% gratuity will be added to the regular price of the services included in the package for for your therapists. Gratuity is not added to the price of sauna sessions, products, or other package items not performed by a therapist. Packages cannot be combined with other coupons or specials but they can be paid for with Spafinder gift cards. 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 the 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 attendant or any therapist you see. We all want your visit to be perfect!
What should I leave on for 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. If you want more guidance, download our What to Wear information sheet.
Draping - All clients are always professionally draped during their treatment. Draping methods, however, vary significantly from treatment to treatment and can vary slightly from therapist to therapist.
Traditional style draping using a sheet is provided for most treatments. With this type of draping we will uncover one area of your body at a time as we work on it. The picture shows an Advanced Therapeutic Massage done with traditional draping.
Hawaiian style draping is used for 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.
Specialty treatments such as the BeachBum Treatment require different draping. Please let your therapist know at any time if you are cold, or need more covering for your comfort. We do not provide massage therapy with no draping. Some draping is always used.
Gratuity - Obviously this is a personal decision, however, we are often asked by clients for guidance. Telling clients that it is a "personal decision" is not very helpful! We suggest thinking of gratuity in terms of how many hours of treatments you received, not as a percentage of price. In a day spa environment, therapists usually receive $15 - $20 per hour for good service. Exceptional service is sometimes tipped at a higher rate. Don't forget to double this amount if you had a couple's treatment with two therapists! Cash is always great for tips, however, tips can also be put on credit cards. It is really up to you, of course. However, gratuity is an integral part of the therapists' pay structure and if no gratuity is left a 20% (of the regular price) gratuity will be charged to your credit card (or the credit card that was used to hold the appointment). If you are not happy with your service and do not wish to leave a gratuity please speak with the spa manager when checking out.