FAQ’s and Cancellation Policy

Policies and Spa Etiquette


Cancellation Policy:

In consideration for our therapists’ time and availability, please inform us within 24 hours prior to your appointment if you must cancel. Cancellations within less than 24 hours of the scheduled treatment time, as well as no-shows will be charged 100% of the treatment price.  

A valid credit card is required to secure all spa appointments. 

Arrival:
Please arrive at least 15 minutes prior to your appointment to allow time to park, fill out your intake form, and change into a robe if you wish. Give yourself extra time in the summer months to allow for traffic and parking. Arriving late may require the massage therapist to shorten your treatment time so as not to inconvenience other guests. The full service charge will still be paid in this circumstance.

Sauna:
If you would like to use the infrared sauna prior to your appointment, please arrive up to 30 minutes early. Use of the sauna, locker, and shower facilities is complimentary with the purchase of any massage, body scrub or wrap, or facial. The use of these facilities without a spa service is $25.

Payment:

A credit card is necessary to hold all appointments. Payment options include cash, American Express, Discover, Visa, and Mastercard.  We do not accept personal checks.  SpaFinder gift certificates are also accepted as payment for regularly-priced spa services and retail.

Gratuities:
Gratuities are greatly appreciated, but entirely at the discretion of the client. 15%-20% is customary for spa guests. Gratuities are not included in the treatment price.

Phones:
Please turn off or put your cell phone on vibrate before entering the spa, to honor other guests’ relaxation.

Preferences:
Please inform your therapist of any comfort preferences you may have, such as pressure, temperature, or music.

Amenities:
As a part of your spa experience (massage, body scrub / wrap, or facial), please feel free to use our sauna, shower and locker facilities. We supply our guests with robes, spa sandals, shampoo, conditioner, body wash, and towels.

Lockers:
We provide lockers for our spa guests to lock their belongings. However, we do not assume any responsibility for any lost or stolen items. We recommend that you do not bring valuables to the spa.

SpaFinder / SpaWish Gift Cards:
SpaFinder and SpaWish gift cards are redeemable for regularly-priced services and products only, and are not redeemable for spa packages (as packages are already at a discounted rate).

Conduct:
Sexual innuendo or action is not tolerated. If a therapist feels threatened or that any sexual innuendo or intention is occurring, he or she will end the session immediately. The guest is responsible for full payment.

Draping:
Clients’ modesty will be respected with proper draping at all times.

Drug / Alcohol Use:
Please be free of the use of illegal drugs and alcohol at the time of your service. We reserve the right to refuse service to, or reschedule appointments for those who are under the influence of drugs or alcohol (as the circulatory nature of massage and body therapies will increase the effects of drugs and alcohol in the body – this, combined with being in high altitude can be an unhealthy combination).

 

Frequently Asked Questions:


This is my first massage – what should I expect?

Thank you for choosing Riverspointe Spa! All of our therapists are highly trained, and will answer any and all of the questions you may have about getting a massage. In general, this is what you can expect during your massage at Riverspointe Spa:

When you enter the spa, the receptionist will greet you, check you in for your appointment, and give you a brief tour of the spa.  You will be shown to the locker rooms where you will change out of your street-clothes and into a plush robe and spa sandals (there are lockers provided to lock your belongings). Once changed, you will be asked to fill out an intake form to determine your preferences and considerations for your massage – if you arrive early enough, you’ll be able to take advantage of the Infrared Sauna (complimentary with any massage, facial, or body treatment). Your therapist will then come greet you when it is time to start your massage session.

woman on massage table at spa

Your therapist will show you to your treatment room, and talk with you about your goals and expectations for your massage (for relaxation, for deep tissue massage, etc), and any special considerations to be aware of (Bruises? Allergies? Areas to avoid? Areas of concern?). Your therapist will then step out of the room for you to hang your robe, and get onto the massage table. Generally, your therapist will ask you to start laying face-down, between the covers (as shown in the photo). In a minute or two, your therapist will knock on the door and ask you if you are ready for them to come in to start the massage.

As your therapist starts your massage, the pressure will begin light and relaxing. He or she will work into a firmer pressure, and will check in with you to determine what the perfect amount of pressure for you is. The pressure should never feel painful or uncomfortable – so if you feel that you are receiving too much or too little pressure during any part of your massage session, just speak up and let your therapist know what pressure you would prefer.

Your only job during your massage is to relax and receive the massage (best job in the world!). Your therapist will ask you a few questions about how the pressure is feeling, and your preference for table temperature, but other than that, you’ll be left to your own thoughts. If chatting with your therapist makes you feel more comfortable, then by all means, chat away! However, our therapists are trained not to engage you in conversation so that you can relax and get the most from your massage. Many clients drift deeply into relaxation, or even fall asleep during the massage session – this is a deeply healing state-of-mind, and provides the stillness your body needs to activate healthy immune function, overall healing of tissues, and calming of emotions. We invite you to allow yourself to sink deeply into this state of relaxation, and your therapist will gently wake you when your session is finished.

Once your massage is complete, your therapist will leave the room and let you get up and into your robe. They will be just outside of the door waiting with a glass of water for you. You’ll want to drink a lot of extra water after a massage, because massage increases the circulation of blood and fluids in your body, as well as loosens toxins from tight muscles – drinking a lot of water will help to flush these toxins out of your body.

How much clothing should I take off for a massage?

You should only undress to your comfort level. Some people take everything off, some people leave their underwear on. Regardless of how much you disrobe, a modest draping will be used during your massage. You will be resting under a sheet and blanket for your massage, and your therapist will only undrape (uncover) the part of you they are working on—your back, one leg at a time, etc. Your therapist will be able to work a little more effectively into the gluteal area and hips with underwear removed, but it is entirely at your discretion.

Should I talk during the session, or just be quiet?

That is entirely up to you! If talking is part of your healing process, then by all means chat away! Generally, however, it is easier for the body to relax when the mind and mouth are at rest as well. Don’t feel like you have to “fill the silence”. Your therapist is not bored with the silence—giving massage is a very meditative experience.

What kind of pressure is the best? Is it “no pain, no gain”?

A massage should never cause you extreme pain. There is a ‘hurts so good’ kind of pressure, and a ‘hurts so BAD’ kind. It should never cross your pain threshold. On a scale of 1-10: 1=“did a butterfly just land on me?” and 10=“whoa, that hurts!”, effective therapeutic pressure should be at a 6-8. Your therapist will check in with you several times for pressure, but it is YOUR responsibility to let your therapist know if pressure is ever too much for you—or if it’s too little for that matter. For a relaxation massage, the range of 4-6 is appropriate.

Is there anyone who shouldn’t get a massage?

As a general rule, EVERYONE can benefit from massage therapy. There may be certain modalities or types of massage that will fit certain people better. For instance, for the elderly, or during pregnancy, relaxation massage would be more appropriate than a faster-paced Sports Massage or Deep Tissue Massage. Those who are on anticoagulants such as Coumadin should not receive Deep Tissue work, but would benefit from the relaxation and improved circulation that a Swedish Massage would provide. Those who are suffering from a cold or flu should not get a massage. The highly circulatory nature of massage can overwhelm the lymph nodes and immune system as a whole and make you feel a lot sicker. And you should not receive massage if you have had a recent alcoholic beverage, as massage causes alcohol to circulate very quickly through your body. You will be asked to fill out a short intake form upon arrival at Riverspointe Spa, so that your therapist can tailor your massage to your unique needs and expectations.

What does my Massage Therapist want me to know?

There is nothing ‘gross’ about anyone’s body.  The human body is a beautifully crafted machine. Your massage therapist is only thinking of ways to relax your muscles and create a quiet space for you to get the most from your massage.

It is most helpful to us for you NOT to help! If we are lifting an arm, leg, or your head, don’t try to help by moving your limbs. This creates tension in your body and negates the benefits of the massage.  It can be helpful to think of yourself as a “wet noodle” or a rag-doll as your therapist is lifting and moving your arms or legs.

We want you to get the most from your massage—so, if anything is uncomfortable, needs adjusting, if the music is not right, if our pressure is too much or too little—let us know!! Your massage is your time to relax, reflect, heal, and unwind. Let us know how to create the environment you need to do that.

Emotional release can occur when receiving a massage—it is entirely normal to release stored emotional stress or trauma during a massage. This can be any range of expression such as crying, sighing, sniffling, muscle spasms, or putting words to what you’re feeling. This is a safe space for any emotional expression, and your therapist will meet any emotions with compassion.

Massage Therapy is non-sexual therapeutic work. Sexual innuendos, suggestions, or physical actions are inappropriate and will terminate your session immediately. You will still be responsible for full-payment for your massage.

Massage Therapy is complimentary with any other form of bodywork, including chiropractic, physical therapy, and acupuncture—among others. Do talk with your other healthcare providers for their recommendations for the best form of bodywork for you.

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