FAQs

FAQ's

Here at Serente Spa, we strive to ensure that our clients have the smoothest possible experience! Below, please find a list of Frequently Asked Questions so that you can become better acquainted with our Spa and procedures.

 

 

Q?

How Do I Book A Spa Party?

A.

Call 713-621-7722 and one of our event specialists will help you put together any combination of services from the Serente Spa menu to create the perfect spa party experience! Spa parties must be reserved with a credit card provided by the spa party organizer. However, the credit card will only be charged if there is a cancellation within our cancellation policy or no-show by any spa party guest.

Q?

When should I make my Reservations?

A.

We recommend you reserve appointments prior to your arrival to our Spa, as demand for services is high. One of our spa reservation agents can book your reservation. We accept all major credit cards and traveler’s checks. A credit card number is required to guarantee your appointment. By scheduling your appointment, you are indicating your acceptance of Cancellation Policy. For the relaxation and serenity of all our clients, infants and children under the age of 3 may not accompany adults to the spa.

Q?

Do you accept Personal Checks?

A.

Of course. We accept cash and personal checks for any products or services. Should a check be returned to us by the bank for any reason, we will pass on to you the $30 service fee. A valid Driver’s License is required.

Q?

What is your Cancellation Policy?

A.

Serente Spa requires a 24 hour cancellation so we can fill your reserved time.

Q?

What if I have a Medical Conditions?

A.

If you are pregnant or have a medical condition such as high blood pressure, allergies, or some physical illness or disability, it is your responsibility to seek the advice of a medical professional prior to receiving any spa treatments. Our licensed spa professionals are not medical doctors and cannot advise you on the suitability of spa treatments in your condition. Please advise our spa reservations agent if you require any special accommodation.

Q?

What time should I Arrive for my Appointment?

A.

For your enhanced comfort and relaxation, we suggest you arrive at least 15 minutes before your scheduled treatment. In the event you arrive late for your appointment, please be advised that your treatment will end on time, so that the next guest is not delayed.

Q?

Can I order Gift Cards online or in person?

A.

Yes. We are delighted to assist you in selecting the perfect, personalized gift. Gift cards may be purchased in any dollar amount for treatments, services, or products. Gift cards are elegantly presented and can be ordered by phone or online on our spa gift card order page. Be advised that gift cards are non‐refundable and cannot be replaced if lost or stolen.

Q?

What should I do with my Cell Phone?

A.

The Spa is an oasis of peace and quiet. Please turn off all cell phones and pagers within the spa to enhance everyone's experience.

Q?

What should I do with my Valuables?

A.

We recommend leaving your valuables at home. Serente Spa cannot be responsible for lost or stolen property.

Q?

What about Gratuity & Service Charge?

A.

Gratuities are not included in the price for our services, but are gladly accepted. Usually gratuities range from 15-20% of the service price, or larger if you experience exceptional service.

Q?

What do I need to bring?

A.

Please check‐in at the spa reception desk to receive a robe, slippers, and a private locker for your personal belongings.  Just bring “You” to be ready to relax, rejuvenate and experience the most memorable journey.

 

Q?

Be mindful of other guests’ space.

A.

While you are certainly welcome to engage in quiet conversation, please refrain from loud talking. Our lounge is a place where many guests savor a much‐needed private moment to read, meditate or simply relax.

Q?

I bought or won a gift certificate for one of your packages, but the package is no longer available (or the price has changed). What happens now?

A.

Gift cards and certificates, work just like cash (with the exception that they have no cash surrender value). They can be redeemed for Serente Spa services up to the dollar amount printed on the certificate or shown when the card is swiped. If your certificate is for a particular service or package, and that package is no longer offered, you may use the card or certificate to purchase other spa services or products up to that dollar amount. If there has been a price increase for the package you purchased, the new price will be charged.

Q?

Can I make arrangements for a standing appointment?

A.

Absolutely! We will do our best to accommodate any requests for standing appointments, working with you to most conveniently schedule your request for regular, recurring appointments weekly, bi-weekly or monthly.

Q?

Anything else I should know?

A.

It’s always a good idea to stay well-hydrated, but you should be sure to drink plenty of water particularly after any body treatment or massage. These services break up toxins that have collected in your body, and you must drink enough water to help flush them out of your system to derive the full value of your services

Q?

Communicating with Your Therapist or Esthetician

A.

At Serente Spa we specialize in customized treatments that are based on each individual client needs. All aspects of our services can be customized, so please let your therapist know if you feel any discomfort or would like special attention on a particular area. Also, feel free to ask questions. The best experience always comes from honest, open communication with your therapist.

Q?

Age Restrictions

A.

We welcome all ages of guests to experience Serente Spa. For the comfort of our other guests we do ask the following:

  • Guests under the age of 12 can only receive nail services and must be accompanied by an adult (one adult per child). They must be well behaved while in the spa and receiving services.
  • Guests 10 -17 years of age must get approval from a Serente Spa manager to receive body work, facials, wraps, scrubs or hair removal services. In addition, a parent or guardian must accompany them to the spa, and both parties will be required to sign a written consent.

Q?

Spa Hours

A.

Serente Spa location is open Monday – Saturday, 10am to 4pm

Q?

Pricing Policy

A.

Prices are subject to change without notice. In certain instances, our fee schedule may change before the pricing on our website or menu of services. Please confirm the price for your treatment with our reservationists when booking your appointment.

Q?

Management Discretion

A.

Serente Spa reserves the right to deny any services or stop services during treatment at the discretion of management.


Q?

What Should I Wear to the Spa?

A.

At Serente Spa, we pride ourselves on being non-pretentious. Your comfort is our priority! We recommend wearing loose fitting, comfortable clothes or just wearing what you feel the most relaxed in. You will be asked to remove all jewelry to not get oils or creams on your item’s therefore we strongly recommend leaving all jewelry at home.

Q?

I’ve Never Had a Massage, Facial or Nail Treatment Before!

A.

No worries. Our expert staff will walk you through the treatment, explaining what you’ll be experiencing every step of the way from beginning to end.

Q?

Can I Go to the Restroom During A Treatment?

A.

Absolutely. Your therapist will ask you prior to your treatment if you would like to use the restroom. If at any time during the treatment you need to use the restroom again, just ask.

Q?

Can I Choose a Male or Female Therapist?

A.

Sure thing. We have both male and female therapists, so just let us know which you prefer when you book your appointment.

Q?

Should I Eat/Drink Before Coming to the Spa?

A.

We suggest eating a light meal prior to a massage or coming on an empty stomach. It is best to avoid drinking alcohol or limiting the amount of alcohol you consume prior to massage. Eating and drinking is perfectly fine prior to skin care and nail care appointments.

Q?

Do I Have to Get Completely Undressed for a Massage or Facial?

A.

... This is completely up to you. Most people choose to undress completely, and some choose to leave on their underwear. Prior to your massage or facial, your therapist will exit the room for you to get completely comfortable. During a massage treatment, we use a draping technique in which the therapist will use the sheet to cover the entire body except for the body part being worked on. During your facial, you’ll be wearing a wrap under the sheet that allows your neck, arms and décolleté to be exposed for treatments.

Q?

What Body Parts Are Treated During a Traditional Massage?

A.

At Serente Spa, we massage the back, neck, head, hands, feet, legs, arms, décolleté and gluteal muscles. If you would like to skip any of these areas, just tell your therapist. Or if you’d like special focus on one of these areas, let us know that as well. This is your time and experience, and we pride ourselves on delivering customized treatments that fit your specific need(s).

Q?

What’s the Difference Between Swedish & Deep Tissue Massage?

A.

Swedish massage is a luxurious massage technique that melts the muscles and the mind using long fluid strokes with varying pressure to improve muscle tone, circulation and joint flexibility. This type of massage is generally less intensive than a Deep Tissue Massage. A fusion between Swedish massage and structural massage, Serents’e Deep Tissue Massage relieves aches and pains that are stored in the deepest parts of the muscles. Perfect for working out knots and alleviating stubborn tension and soreness.

Q?

Will I Be Sore After a Massage?

A.

Since massage therapy is releasing lactic acid from the muscles, it can sometimes leave you sore. This is only temporary though and is due to the lactic acid — which is crystallized in the muscle — being worked out. This is why it is so important to drink plenty of water following a massage. You need to help hydrate the tissue and flush the toxins being released.

Q?

Is It Safe to Get A Massage After a Workout?

A.

Yes, this is a great time to get a massage! The massage will help flush out lactic acid from the muscles and help relax the body.

Q?

Is It Safe to Get a Massage Right After an Injury?

A.

No. We recommend waiting at least 48 hours after an acute injury due to possible swelling in the area. When you have swollen tissue it can be counterproductive to massage. You should ice any swollen areas and see a doctor if the swelling persists.

Q?

What Will My Skin Look Like Right After a Facial?

A.

Usually you will leave with glowing skin! However, most facials come with extractions, so some redness may occur right after the facial. We do use a high-frequency wand with all facial treatments to lessen redness when and if it occurs.

Q?

Can I Get a Facial the Day of an Event?

A.

We recommend The Special Event Facial to prepare for an event for more beautiful skin. This facial can be performed just prior to an event for that red carpet glow.

Q?

What Should I Bring to a Pedicure?

A.

We recommend bringing a pair of open-toe shoes or sandals that do not touch your toenails.

Q?

I’m Taking Medication for My Skin. Can I Still Get A Treatment?

A.

We will not perform peels, microdermabrasion or hair removal services on pregnant women or on guests who are using Retin A, Accutane, Avage, Tazorac, Differin or any other medications that increase skin exfoliation or compromise the skin.  Peels, microdermabrasion or hair removal cannot be performed on people who have recently had laser treatments, plastic surgery or a sunburn.

Q?

How Many People Make Up a Spa Party?

A.

At Serente Spa, a spa party is defined as 5 or more guests.

Q?

How Do I Pay for My Spa Party or Event?

A.

At time of reserving your event, we will decide what is best for you. Our front desk staff will happily split up the bill individually, or take one payment for the entire spa party. This arrangement will be made before you special day.

Please note that a 20% gratuity will be added to services received by all spa parties (guests of 5 or more).

Q?

Can I Rent Out the Entire Spa for a Private Party?

A.

Absolutely! We offer the option of renting out the entire spa so that your party can be completely private and ensure that no other guests – other than those in your party – will be in the Relaxation Room or in the spa receiving services. Plus you’ll be able to choose the music, can offer a wider variety of refreshments, and have complete control over the noise level. Pricing for Private VIP Parties is based on the length of time of your party and the day of the week your event is scheduled. Call 713-621-7722 call for more information.

Q?

What If I Need to Change My Appointment or Cancel?

A.

If you need to cancel your party, you must do so one week (7 days) prior to the date of your spa party. If you need to make changes for existing guests, please call us for arrangements at least 72 hours prior to the date of your party. Changes to appointments cannot be made the day of the spa party. We cannot guarantee that we will be able to accommodate last minute changes to existing appointments due to room availability, so please notify us as far in advance as possible to help ensure that each of your guests can receive the services they would like.
Spa parties must be reserved with a credit card provided by the spa party organizer. The credit card on file will be charged if there is a last minute cancellation or no-show by any spa party guest. All cancellations made less than one week prior to the spa party date will be charged for the full price of the service.


Q?

What Else Do I Need To Know About Spa Parties?

A.

All guests should arrive at least 15 minutes prior to appointment times. New guests will be required to fill out a short intake form. We will email all forms to the spa party organizer to expedite this process – please have these filled out and bring them in with you.

Please be mindful of your party’s noise level, since other clients are enjoying spa treatments in adjacent treatment rooms. We respectfully ask to keep your voices down so as not to disrupt other clients’ spa experiences.

Q?

If I have been to Serente Spa before, do I already have a customer account for On-Line Booking?

A.

Yes! If you’ve been to Serente Spa before for services where you are trying to book an appointment online, then you already have a client account.  You can click the “Forgot Password” link and enter your email address that we have on your client account and your password will be emailed to you. Or you can give us a call (or email us at info@serentespa.com and we will email you your password so you can start booking your appointments on-line!

Once you have your login and password, go to www.serentespa.com and click on the Book On-Line button, then follow the instructions to book your appointment.

Q?

If I have not been to Serente Spa before, how do I book an appointment on-line?

A.

If you have not been to Serente Spa before, you can create a new account by going to www.serentespa.com and clicking on the Book-On-Line button. Choose the “Not Registered? Click here to Register” link (bottom right) to create your client account.

Q?

What information will I have to provide if I am creating a new client account?

A.

Just the basics: First name, last name, gender, phone number, email address, credit card information and billing address.

Q?

How do I view a reservation I booked online?

A.

Log into your account via the On-Line Booking button on the Serente Spa website. Your future appointments will be under “My Account” on the right hand side of the screen, under My Appointments.  Your future appointments will also be visible when you log in under “My Account @ a Glance”.

Q?

What if I want to reserve multiple services?

A.

To reserve multiple services or consecutive appointments on a the same day:

After you select your first service, click Add Another Service in Step 4 of the on-line booking process to select a second service. Repeat to select any additional services.

To reserve services on an additional day or nonconsecutive appointments on the same day: Finish booking your first appointment and once you are finished booking your service(s), choose Book Another Appointment,then follow the instructions to book your next service.

Q?

What if I want to reserve services for multiple people?

A.

If you would like to book more than one person, it may be easier to do so by calling the spa and speaking to one of our concierges to ensure that you are scheduled correctly.

Please call us at 713-621-7722 and we will be happy to get you scheduled.

Q?

What if I can’t find a specific service that I want to book on-line?

A.

Not all services that we offer are available to book through our on-line booking system. Please call us at 713-621-7722 to book any service that you cannot find through our on-line booking system.

Q?

What if the specific service time that I want is not available?

A.

If no times are available on the date you selected, you can check availability for other days and/or times by starting your search again.

If you are having trouble booking your appointment(s) on-line, you can always call us at  713-621-7722 and we will try to accommodate you as best we can.

Q?

Where can I find descriptions of services or packages?

A.

Click on the "Our Treatments" tab at the top of the page.  Select the Service Category and scroll over the specific service that you are interested in.  A description of the service will appear in a box.

Q?

How do I cancel or change an appointment that I booked on-line?

A.

Once you have booked your appointment through our on-line booking system, you cannot cancel or change it using our on-line booking system. You must call us at 713-621-7722 to change or cancel your appointment.

If you did not finalize your booking through our on-line booking system, you can always go back to the desired step to search for other times, services, service providers, and/or availability.

Please remember that you must cancel your appointment within 24 hours of your appointment time to avoid a cancellation charge per our cancellation policy.

Q?

What happens if I do not show up for my appointment?

A.

We require 24 hours notice for cancellations of treatments.  If you do not show up for your appointment, your credit card will be charged for the full amount for all missed appointments or late cancellations.  Please see our full cancellation policy.

Q?

How can I change my password?

A.

You can change your password by clicking "My Account" at the top of the page. Once you are in your account information page, you can update your password under “My Profile”

Q?

How can I update my information?

A.

You can update your name, address, phone number, email address, birthday, and password by clicking "My Account" at the top of the page.  Once you are in your account information page, you can update your information under "My Profile".

Q?

If I am having trouble logging in, what should I do?

A.

Please call us at 713-621-7722 and we will be happy to help you with your on-line booking account.

Q?

What else can I view through the on-line booking website?

A.

Besides booking services, you can also see all your future appointments, your history of services and service providers, your account information and a list of our on-line services with descriptions (scroll over any treatment to view it's description).

Q?

If I need help with on-line booking, what should I do?

A.

Please call us at 713-621-7722 if you need help. We’re standing by!