Question 1

Do I need an appointment?

Accepted Answer

An appointment is preferable, especially if requesting a certain time or therapist. We do accept walk-ins, if available. Demand for appointments can be expected to be high on weekends and around holidays.

Question 2

When should I arrive for my appointment?

Accepted Answer

We ask that you arrive 20 to 30 minutes prior to your appointment to fully benefit from the Urbana experience. Once you’ve checked in, you’ll have a chance to kick back in our lounge area, enjoy our music, sample some complimentary tea at the tea lounge or browse the retail sections.

Question 3

What if I am late for my appointment?

Accepted Answer

If you’re running late for your appointment, please call us and we will try to make adjustments so that you can enjoy all of the time that was scheduled. However, please understand that this won’t always be possible. If you are late, you will be responsible for payment for the entire service that was scheduled.

Question 4

What is your cancellation policy?

Accepted Answer

Please remember that your appointment time is reserved exclusively for you, so please review our cancellation policy. We ask that you give us 48 hours notice of any changes or cancellations. If less than 48 hours notice is given or no shows, we charge 100% for the service scheduled.

For groups of three or more, the cancellation policy is at least 14 days prior to the scheduled appointment.  For multiple appointments, the cancellation policy is 7 days. For spa parties our event coordinators will review strict cancellation policies with you as it is dependent on various factors such as larger group size, unique requests, etc.

Question 5

Do you accept SpaFinder, SpaWish or SpaWeek Gift Cards?

Accepted Answer

SpaFinder (only multi-use gift cards) can be used for the majority of our regular-priced services.  They are not applicable for discounted services such as Memberships, Monthly Specials, Introductory Services, Rooftop Services, Spa Packages or Spa Parties.  Other conditions may apply. Only 1 card, per person. Please call to check before purchasing SpaFinder cards.

We no longer accept Spa Week or Spa Wish Gift Cards.

Question 6

What are your payment policies?

Accepted Answer

Appointments must be reserved with a credit card. Payment must be made 1 week in advance for spa parties and spa packages with multiple services. We accept cash and all major credit cards for services and for gratuities. Personal checks are not accepted.

For any special offers, only one offer may be used for any service, and discounts are not valid for groups.

Question 7

What is your gratuity policy?

Accepted Answer

Gratuities are not included in our prices, but they can be paid in cash or added onto charge cards. We are often asked about the appropriate gratuity. If your service reached your expectations, you should consider 20% of the regular price. Gratuity envelopes are located at the checkout desk.

Exception: A 20% service fee (includes gratuity) is automatically added for certain services.  Examples include but not limited to spa parties, spa packages, multiple services and 120 minute services.

Question 8

What is the procedure after I check in?

Accepted Answer

You’ll be able to relax in the signature tea lounge or at the tea bar area until your appointment time, and we suggest this as a transition time to help you unwind prior to your service. We hope you’ll enjoy a complimentary cup of hot tea while listening to spa music until it’s time for your appointment, where you’ll be greeted in the tea lounge by your therapist.

Your therapist will offer a brief consultation. For massage, you’ll undress privately, then lie face down on the massage table, with a sheet and blanket covering you. Early in the massage, your therapist will ask you whether the technique and firmness of touch are to your liking and may ask about the room temperature or volume of the music.  Please feel free to communicate your thoughts at that time or at any time during your massage. Honest communication will help him or her provide you with the best massage possible.

After the massage has concluded and you have dressed, you’ll join your massage therapist outside the treatment room. Once you check out, please take time to relax in the tea lounge again and enjoy complimentary tea.

Question 9

Where will I keep my personal items?

Accepted Answer

Our treatment rooms allow space for changing clothes. If you should need to leave the room for any reason, we’ll provide a robe for your use and a basket that you can use to put personal items in and take along with you.  We can’t be responsible for personal items.

Question 10

Will I need to shower before or after my massage?

Accepted Answer

If you prefer to shower before your massage, be sure to arrive at least half an hour before your appointment time and let the receptionist know as you check in.

During the massage, we use natural products that are non-greasy. Most guests won’t feel the need for a shower. But, if you wish, you may shower after your massage, or the massage therapist can use a steamed towel to wipe off any excess product. Just let your therapist know your preference.

Question 11

How should I dress for my treatment?

Accepted Answer

Many clients prefer to wear comfortable or loose fitted clothing prior to their service and undress to their comfort level. A sheet, towel or blanket will be used to drape the body, exposing only the part of the body that is being worked on. Above all, your comfort is paramount; if you wish to remain clothed, you are welcome to do so.

Question 12

Do I need to discuss health or mental conditions?

Accepted Answer

Transparency between therapist and client will result in the best treatment. Before your treatment, you will fill out a pre-massage questioner. This can be filled out online prior to service and emailed to us. Otherwise, be sure to allow time to fill it out before your appointment time. Your massage therapist will be happy to discuss any conditions or other issues with you before your service. If you believe there may be a contradiction that would prevent our therapist from providing your service, please don’t hesitate to call us in advance so we may determine whether written permission is required from your medical or chiropractic physician.

Question 13

Can I request a particular therapist?

Accepted Answer

Yes. Some clients may prefer a particular therapist’s style. Other clients may want to try the styles of different therapists. If you have a preference, please let us know.

Question 14

Are dogs allowed?

Accepted Answer

As much as we love our furry companions, the spa is not an appropriate environment for pets. City and state health regulations prohibit us from allowing  animals in the spa/salon or service rooms.

The State Board of Cosmetology and the Board of Consumer Affairs have specific Rules and Regulations stating that no animals are allowed in a salon at any time.

Should you need to bring a working service dog (not an Emotional Support Animal), please contact the spa in advance of booking an appointment so that we may facilitate a visit for you, your service provider and other guests at the spa.  This may require additional cleaning fees required to ensure that other staff and guests who may be allergic, can continue to enjoy the spa as well.

Frequently Asked Questions