Our largest source of new guests is from referrals from existing guests who love us – we really appreciate it! If you are a spa guest (which means you had a service at the spa within the last 24 months) and you refer a new guest to us we will show our appreciation as follows:
- You get one 30 Minute Mahalo Service for each new guest you refer!
- You get two 30 Minute Mahalo Services for each new guest you refer who joins the Wellness Plan on or before his first visit.
Your Mahalo Service can be used anytime in the next 12 months to extend another service you receive by 30 minutes at no charge to you!
Kama’aina KOA Warrior Upgrade
Are you kama’aina (part of our Wellness Plan)? If not, you should be because you get so much from it, so click on that link and check it out. Kama’aina check out how you can get special upgrades here.
Referral Fine Print: 30 Minute Mahalo Services are valid for one year from date of issue. The Mahalo Service can be used to extend a standard massage, facial or body treatment by 30 minutes. They cannot be used with special services, double massages, couples’ services, etc. Only one can be used per service and the length of the service cannot be extended beyond the maximum time for that service. They cannot be given to others or transferred to other guests. Either the person you referred, or you need to tell us about the referral before the guest checks out (usually the person you referred writes your name on our intake form). Referred guest must be a new guest (meaning he or she has not visited any of our spas for a service within the last 24 months and you must be an existing guest. If the referred guest joins our Wellness Plan during or before his first visit, the referrer will receive a second referral credit if the new guest remains in the plan for at least three months. You will receive the second Mahalo Service about 95 – 100 days after the first one once we verify the guest remained in the plan. Referral program is subject to cancellation or change at any time without notice. For details of the KOA Warrior Upgrade visit our Wellness Plan page.
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, you will be charged $50 per 60 minutes of time you had booked. The fee is used to pay your therapist(s) and is far lower than competitors who often charge the full amount for cancellations. If you do not show up for your treatment you will be charged the entire amount of the treatment. There is a $5 fee for cancelling a sauna session within 24 hours. 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 Spa Finder, Spa Week or Hawaiian Experience Spa Gift card, you will still be required to provide a credit card to hold any appointments. If you do not have a credit or debit card, you can visit us to book your appointment using any of our accepted payment methods.
A 25% deposit is required for all couples treatments, packages, and any services or combination of services exceeding two hours in length (Kama’aina 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.
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. Click here to see a list of treatments suitable for pregnant women.
Unless specifically stated otherwise all specials, discounts, etc. cannot be combined with other discounts or specials.
A 25% deposit is required when booking a spa package unless you are a Kama’aina. Packages cannot be booked online so please call the spa of your choice. A 20% 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. 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.
Starting January 1, 2020 all of the spa’s pricing became all inclusive. This means that for services paid for starting that date no gratuity is expected or required. This is part of our living wage initiative and benefits our guests in many ways. You can read more about this on our 2020 living wage initiative page. You may still tip anyone at the spa for any reason but it is not required or expected.
If you have a gift certificate or prepaid treatment from 2019 or before that is not all inclusive or does not include a tip, please still leave your therapist an appropriate tip on those services. Your therapist is paid a lower rate for those services and needs gratuity as part of their compensation. All gift cards sold in 2020 and some sold in 2019 are all inclusive. A standard tip is 20% of the regular price of a service. Gratuity is an integral part of the therapists’ pay structure for services purchased before 2020 that don’t include gratuity. Therefore, 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.
Mahalo for helping our therapists earn a living wage!