SPA ETIQUETTE

FAQS

How do I make a spa appointment?
Please visit our make an appointment page for reservation office information and an online booking request form. Or call us on 0708 20 20 20 or 0702 221 877. You can also email us on book@serenityspa.co.ke

What time does the Spa open?
Spa services are offered daily beginning at 9 AM till 9 PM

How old must I be to schedule an appointment?
Spa treatments are reserved for guests ages 18 and older. However, The Spa does offer a variety of kids/teen services.

What do I do if I need to cancel my appointment?
Please notify the Spa a minimum of 24 hours in advance should you need to cancel or re-schedule to avoid a 50% charge for the service. All no-show appointments will be charged at full value. Group bookings ( more than 4 people ) need to advise on any changes or cancellations 48 hours prior their bookings. We do not want to disappoint you if we cannot fit in changes on the day. Please also note that we charge 100 % upfront for any group bookings to guarantee the bookings. If we do not receive the payment in advance, we will release the booking 48 hours in prior the booking date.

How early should I arrive for my spa services?
Please check in at the spa reception desk 15 minutes prior to your first scheduled appointment. Unfortunately, late arrivals may not receive an extension of scheduled treatments, so as not to inconvenience other spa guests.

Should I tell anyone about any physical, medical or allergy concerns?
Upon arrival to the Spa, you will complete a brief health history questionnaire to assist the spa therapist in providing you the best possible experience and to assure your maximum safety and comfort. We encourage you to disclose any pertinent health conditions that may affect your spa experience. Please also consider printing and completing the questionnaire prior to your visit to expedite your check-in process. Treatment descriptions throughout this website will indicate any health considerations, such as those services not recommended for guests who are pregnant.

What should I bring to the Spa?
We will never compromise your modesty. You will be given a robe and slippers to change into before your treatment. What you wear under the robe is up to you. Our therapists will only expose the portion of your body that is being treated at the time.

What should I do with my jewellery and other valuables?
Please leave your jewellery and other valuables at home if you can otherwise we do keep them safely in a box but we do not take any liability of lost items.

May I bring my child to the Spa?
We offer Kids/Teen treatments so if you bring your child, we would like to book you child in for a treatment. We do not allow children to run around the spa to avoid any noise.

May I use my cell phone while in the Spa?
So that an atmosphere of relaxation can be maintained and as a courtesy to other guests in the Spa, we ask that all electronic devices (cell phones, laptops, smart phones, etc.) be turned off and not used while in the Spa. However, we do not mind electronic devices in the nail spa area as long it is courteous to others.

Do I need to tip the spa therapists?
We do not have a policy on tipping our therapists but its always very much appreciated to leave a tip to thank your therapists for the service given.

I would like to purchase a gift. What do you suggest?
Serenity Spa gift cards make the perfect gift! Please contact us or ask our receptionist for a gift voucher.