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 a reservation to receive the optimum service time. A credit card is required to reserve spa services. We will not charge your credit card except in the time of a no-show, which will be a 50% charge. We will make every effort to remind you of your appointment time and reschedule if necessary. Please give at least 24 hours notice for rescheduling.
02
How do I schedule an appointment?
You can schedule an appointment by calling Lakeland at (253) 447-7578, Sumner at (253) 750-3656 or you can book online by clicking HERE. A credit card is required to hold spa services. Please note our cancellation policy below.
03
Why do you need a credit card number?
Our staff is eagerly awaiting your arrival, and has prepared products and the room just for you. We regard your time as important and valuable, so we reserve your treatment spot 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 unforseen emergencies happen, and the spa manager will review each charge at her discretion.
04
Why does each therapist have different prices for the same services?
The level system in the spa is based on therapists meeting customer service objectives and the demand of their time. The therapists at all levels are highly trained and have exceptional skills. Prices may change slightly at each level due to the promotion.
05
Am I supposed to tip my therapist?
Guests may be confused or concerned when checking out of the spa, 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 spa service providers as recognition for a job well done.
The normal range of a gratuity is between 15 - 20% of the total cost before taxes. If paying by credit card, there is an opportunity to include a tip before processing payment. If you have services from several different treatment providers, you may wish to leave a tip for each individual or one tip and ask the concierge to divide it among those who administered your treatments.
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 concierge 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 value each client’s time and will try our best to keep a tight schedule. Please arrive at least 15 minutes prior to the start of any appointment to fill out the appropriate paperwork and relax in our private waiting room. If you arrive after your scheduled appointment time, depending on circumstances, we may need to modify your service or reschedule.
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 your spa needs and will take every effort to make you feel comfortable and relaxed. Upon arriving, your hostess will take you back to the private sanctuary to change into a plush robe and slippers. A locker is provided for your personal belongings.
Because spa services have health benefits, all clients are required to fill out a health history. We follow all strict HIPPA privacy laws and will never share your personal information without your consent. Your professional therapist will then greet you in the sanctuary to escort you back to your treatment room. We will do everything to ensure your spa experience exceeds your expectations!
08
Do I have to talk during my treatment?
It's entirely up to you. If you have questions or would like to talk, certainly do so. The staff takes their cues from you. If you're quiet, they will be also. Your therapist will ask health based questions before the treatment as well as at the beginning to get a feel for the pressure level and quality of their touch. After that, the treatment is usually quiet and relaxing. If your therapist's touch is too deep or too light – please speak up!
Also, tell your therapist if the temperature of the room or table bothers you, the music is too loud, etc. 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, explain it to the therapist. They can suggest the appropriate adjustments or enhancements to treatments.
09
Can I bring my children to my appointment?
While we do understand that everyone and their child would love to go to the spa, we are unable to accommodate your small treasures during your service(s). This is your time to relax and be pampered, so we ask that small children do remain at home. Spa guests must be at least 13 years old to receive services and must have adult permission if under 18.
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 treatments are easier to perform with the client is completely disrobed, but at ALL times during the treatment you will be completely draped. Your therapist only undrapes the area being worked on, and will ask if there are any areas that you do not want worked on. All therapists 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 therapist?
Absolutely! Our therapists have been rigorously trained and educated, and are excited to build a loyal clientele. If you enjoy a treatment and would like the same therapist 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 therapists, feel free to schedule with any available technician. If for any reason you are unhappy with your service, please call the spa manager immediately and we will resolve your complaint promptly.
12
How long can I stay?
When your treatment has just ended and the therapist 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 guest. It is certainly appropriate to take your time getting up, such as 5 to 7 minutes. Your therapist will meet you outside of the room and will escort you back to the changing/locker area.
As a spa guest, you are welcome to stay at the spa as long as you like in the sanctuary. 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 treatment. Our spa changing/locker area is stocked with toiletries to help you freshen up before you leave the spa.