SPA Etiquette

Kindy check-in at least 15 minutes prior to your scheduled appointment to allow us the time to fully prepare for you ensuring you receive maximum attention during your treatment session. Arriving late may result in a reduction of treatment time!

CANCELLATION POLICY
Treatments and staff are reserved especially for you. Appointments cancelled with less than six hours notice will incur a cancellation fee of 50% of the reserved treatment price.

SPA PROTOCOL

• We kindly request mobile phones are placed in silence mode to respect the privacy and serenity of all our clients who have come to enjoy while at our spa.
• Smoking and consumption of alcohol in the spa is not permitted.
• Spa amenities including complimentary shampoo and spa body products are provided for your enjoyment.
• Robes, slippers and disposable underwear are provided for our guests.

RESERVATION
Kindly specify whether you prefer a male or female therapist when making a booking. Advance bookings are highly recommended to ensure preferred dates and times of treatment are made available. Please call the spa directly on 0791-200019, 0791-200030.

HEALTH CONCERNS
Guests with previous medical histories (cancer, heart problems, high blood pressure, asthma, claustrophobia or ladies who are pregnant), are advised to seek advice from their medical practitioner before booking any treatments at the spa.

GIFT CERTIFICATE
Gift certificates for spa treatments and retail products are available for purchase from any of our branch receptions. You can also purchase the gift certificates online for friends and loved ones and we are more than happy to arrange it for you. Simply call us on 0791 200 030.

REFUND
Spa treatments and spa memberships are non-exchangeable unless otherwise agreed.

ACCIDENTS & INJURIES
Illusion Spa shall not be responsible or liable for any accidents or injury suffered by any member or guest while at the Spa.

VALUABLES
Jewelry and valuables may be placed in secured lockers in the treatment room. However, we recommend jewelry not to be worn while in the spa. The management accepts no responsibility for the loss of money or valuables brought, worn or left in the spa. Naturally, items left behind will be held at reception and clients notified when possible.

CONTACT LENSES
We recommend you to remove your contact lenses before your facial treatment. Please bring your own case and solution for lenses.

EXTRA TIME
We offer private changing and shower facilities in each of our treatments rooms. In addition to your treatment, extra time is charged at Ksh. 1,500 each fifteen minutes or part thereof. Please let us know in advance if you require extra showering or changing time so that we may reserve your room.