Appointments may be cancelled at any time, without charge, up to 7 pm the day before the appointment by speaking with a spa representative or by cancelling using our online system. Cancellations after that time are subject to a late cancellation fee equal to the full price you would have paid for the service. This fee is used in part to pay your therapist, who depends on the income from the treatments on his or her schedule. The fee is necessary for the spa to hire and maintain high quality massage therapists and aestheticians. Massage therapists and aestheticians only get paid for appointments, so if they lose an appointment due to a last minute cancellation, they do not get paid unless we charge a fee.
If you need to cancel your appointment, please try to do so as early as possible so that we can re-book the time slot with another guest. 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.
Credit Card Policy
A valid credit or debit card is required to hold all appointments at the spa. If you have a Hawaiian Experience Spa Gift card, you will still be required to provide a credit card to hold any appointments.
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. After 24 hours the cancellation policy above applies.
Payment is due when you receive your services. By receiving any services at the spa you authorize the spa to charge your credit card on file, and/or use any prepaid services or unredeemed gift certificates you have purchased in the past, at the spa’s sole discretion, to pay for your services and any other valid spa charges incurred by you, including charges incurred by your guests for whom you have made appointments, without further authorization, unless you pay by another means. All sales are final and all services received must be paid for at check out. THE SPAS DO NOT ACCEPT CASH. Payment must be by credit card. Cash tips can be left for your therapist or tips can be put on your credit card.
All sales of gift cards, treatments and services, and gratuity are final. They cannot be returned. Product sales are also final unless the product is damaged. If the product is damaged please return it to the spa within 10 days of purchase and we will gladly exchange it for another of the same product. Mahalo.
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 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:
- The treatment will be immediately stopped
- The guest will be responsible to make full payment
- The guest will not be allowed back in the spa
- Other action will be taken as needed
If you are not yet 18 years old you will need to have a parent or legal guardian sign your Intake Form and authorize your treatment. Please have parent contact the spa for more information. Couples’ treatments will not be provided to minors for any reason. Minors not of the same sex cannot receive treatments together in the same room. Parents do not need to remain present during the minor’s treatment, however, they are welcome to do so.
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.
Unless specifically stated otherwise all specials, discounts, etc. cannot be combined with other discounts or specials.
Click here to see gift certificate policies.
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 administrator or any therapist you see. We all want your visit to be perfect!
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.
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.
Massage therapists and aestheticians depend on tipping as part of their compensation. Leaving gratuity of at least $25 per hour per therapist is customary. Leaving a gratuity of at least $20 per hour is required and will automatically be charged to your credit card if the gratuity is not paid by cash or gift card. If you are not satisfied with your service, please contact a manager who will discuss your concerns and refund your gratuity if desired. The spa coordinator who checks you out does not have the ability to lower the gratuity amounts. Mahalo for your understanding.