FREQUENTLY ASKED QUESTIONS
We’ve answered some FAQs below, but if you have others, don’t hesitate to call or email us.
* Question: Do I need an appointment?
An appointment is preferable, especially if requesting a certain time or therapist. We do accept walk-ins, as available. Demand for appointments can be expected to be high on weekends and around holidays.
* Question: When should I arrive for my appointment?
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: What if I am late for my appointment?
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: What is your cancellation policy?
We know that emergencies come up, but we ask that you give us 48 hours’ notice of any changes or cancelations. For late cancelations (less than 48 hours’ notice) or no shows, we charge the entire rate for the service scheduled.
For groups of three or more, the cancelation policy is at least one week notice. Our event coordinators will review policies with you.
* Question: Do you accept SpaFinder, SpaWish or SpaWeek Gift Cards?
Spafinder and Spawish (only multi-use gift cards) can be used for the majority of our services. They are not applicable for discounted services such as Memberships, Monthly Specials, Spa Packages or Spa Parties. We no longer accept SpaWeek Gift Cards.
* Question: What are your payment policies?
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: What is your gratuity policy?
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: What is the procedure after I check in?
You’ll be able to relax in the signature tea lounge or in the tea bar area until your appointment time, and we suggest this as a transition time to help you forget the world outside. We hope you’ll enjoy a complimentary cup of tea and chill to our music until it’s time for your appointment, when 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 give you the best massage possible.
After the massage is finished 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: Where will I keep my personal items?
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: Will I need to shower before or after my massage?
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: How should I dress for my treatment?
Many clients prefer to remove all clothing. A sheet or towel will be used to drape the body, exposing only the part of the body that is being worked on. However, your comfort is paramount; if you wish to wear underwear, it’s okay!
* Question: Do I need to discuss health or mental conditions?
Honesty 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 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 massage. If you believe there may be a contradiction that would prevent our therapist from giving you a massage, 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: Can I request a particular therapist?
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.