Welcome to Solei! We are happy to answer your questions.
01
"Do I have to make an appointment to visit the spa?"
No you do not! We welcome walk-ins, however, we do prefer that you make an appointment to receive the optimum service time. A credit card is required to reserve any spa services. We will not charge your credit card except in the time of a no-show, which will be a 50% charge of the booked service. We will make every effort to remind you of your appointment time and reschedule if necessary. We ask that you give at least 24 hours notice for rescheduling.
02
"How do I schedule an appointment?"
You can schedule an appointment by calling Sumner at (253) 750-3656, Redmond at
(253) 294-0179 or you can book online by clicking HERE. A credit card is required to hold your appointment time. Please note our cancellation policy below.
03
"Why do I need to have a card on file?"
Our providers eagerly await your arrival, and has prepared products and the room just for you. We regard your time as important and valuable, so we reserve your service time solely for you and no one else. A credit card is required to hold your spot as we cannot have clients during your time and will miss out on services if you do not show up. We understand that unforeseen emergencies happen, and the spa manager will review each charge at their discretion.
04
"Why does each provider have different prices for the same services?"
The level system in the spa is based on providers meeting customer service objectives and the demand of their time. The providers at all levels are highly trained and have exceptional skills. Prices may change slightly at each level due to the promotions.
05
"Am I supposed to tip my therapist?"
Clients may be confused or uncertain whether or not to tip and how much is appropriate. Tipping at a spa is similar to tipping at restaurants - it is discretionary and is appreciated by the providers as recognition for a job well done, however, tips are NOT required.
The normal range of a gratuity is between 15 - 25% of the total cost before taxes or discounts. If you're paying by card, there is an opportunity to include a tip during the check-out process with the receptionist. If you have services from several different providers, you may wish to leave a tip for each individual or one tip and ask the receptionist to divide it among those who serviced you.
If you did not have a pleasant experience or felt your spa service was not consistent with your expectations, it's appreciated if you can politely provide feedback by speaking with the manager or with the receptionist about your concerns. We all want you to enjoy your spa experience and will appreciate the opportunity to learn of any shortcomings.
06
"What if I am late for my appointment?"
We ask that clients arrive at least 10 minutes prior to the start of any appointment to fill out any appropriate paperwork and relax before the service starts. If for whatever reason you are running late, we ask that you call or text the spa of your estimated time of arrival so that we can notify your provider. If you arrive 15 or more minutes after your scheduled appointment time, depending on the circumstances, we may modify your service or reschedule for another day.
07
"I’ve never been to a spa, what can I expect?"
If this is your first time at the spa, welcome! We are excited to service all your spa needs and will take every effort to make you feel comfortable, relaxed and ensure your spa experience exceeds your expectations!
​
Because spa services can have health benefits, all new clients are required to fill out an intake form prior to their service starting. We strictly follow all HIPPA privacy laws and will never share your personal information without your consent.
​
If you plan on visiting the Sumner location, the receptionist will take you back to the private locker room to change into a plush robe and slippers, while a locker is provided for your personal belongings. Your provider will then greet you in the sanctuary room to escort you back to your treatment room.
08
"Do I have to talk during my treatment?"
Talking during any service is completely up to you and what would make you feel most comfortable. If talking throughout your service provides you relaxation, then by all means feel free to engage with your provider. You can also ask your provider for a "Silent Service", which lets the provider know to limit the amount of talking or conversation, other then to check in with pressure and how the quality of their touch is for you.
If at any point you'd like more or less pressure, adjustments to the table heat, or any changes to the sound or light in the room, please let your provider know so that they can adjust to your requests. They are there for you and their goal is to provide you with a perfect spa experience.
If you have a particular injury or physical condition, please explain it to your provider. They can suggest the appropriate adjustments or enhancements to treatments.
09
"Can I bring my children/pet to my appointment?"
While we do understand that everyone and their kids would love to go to the spa, we are unable to accommodate your little ones during your service(s). This is your time to relax and be pampered, so we ask that your children do not attend your service with you. Because we are a pet-free space, we ask that you refrain from bringing in your pets unless they are a trained licensed medically necessary service animal for you.
10
"Do I have to completely disrobe for my treatment?"
Your comfort is of the utmost importance to us. It is up to the discretion of each client as to what to leave on or take off. Most massage and spa services are easier to perform with the client is completely disrobed, but at ALL times during the service you will be completely draped. Your provider only undrapes the area being worked on, and will ask if there are any areas that you do not want worked on. All providers are trained and professional and will NEVER perform services out of their scope of therapeutic practice. We value your business, and we will strive to make your experience safe and enjoyable.
11
"Can I request a certain provider?"
Absolutely! Our providers have been rigorously trained and educated, and are excited to build a loyal clientele. If you enjoy a service and would like the same provider again, please let the spa receptionist know at the time of booking so they can schedule you accordingly. On the flip side, if you would like to bounce around and try different people, feel free to schedule with any available provider. If for any reason you are unhappy with your service, please call the spa immediately and we will resolve your complaint promptly and appropriately.
12
"How long can I stay?"
When your service has just ended and the provider extends an invitation to "take your time getting up" while they leave the room, just how long is it acceptable for one to continue lying there reflecting on the experience? In most instances, the treatment room will be needed in the next 15 minutes or so for the next client. It is certainly appropriate to take your time getting up, such as 5 to 7 minutes. Your provider will meet you outside of the room and will escort you back to the private locker room.
As a guest at our Sumner location, you are able to stay as long as you like in the sanctuary room to decompress after your service. It is recommended to drink a lot of water following a massage to help flush the toxins that were released into your system during the service. Our spa changing/locker area is stocked with toiletries to help you freshen up before you leave the spa.
​
If after your service you are wanting to try any of our other services, please ask the front desk for any possible openings, they'd be more then happy to extend your spa day with us.