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From a Mayan Sanctuary Massage treatment to a Zac-Xib Body Polish, let us help you create the ultimate spa experience to ensure maximum relaxation and rejuvenation. For your convenience, we have compiled answers to common questions you may find helpful in selecting a treatment or preparing for your visit to our day spa in Cancun, Mexico. Prepare to have your worries melt away at our day spa with the soothing touch of our massage professionals paired with a serene background of the Caribbean.

When should I reserve my treatment?
We encourage you to make spa appointments as far in advance as possible to ensure the availability of your preferred treatments and times. Spa receptionists are available to assist you with spa service selections, including the sequence of treatments.

When should I arrive?
For your enhanced comfort and relaxation, we suggest that you arrive 30 minutes before your scheduled treatment. This will allow you to relax in our lounges, saunas, steam rooms and whirlpool.

Should I shave before a treatment?
Shaving is recommended but not necessary for men prior to a facial. If you do choose to shave prior to your facial, be sure to do so at least 8 hours prior to your scheduled appointment. Shaving is not recommended prior to any body treatments or hair removal services.

Where should I keep my jewelry and valuables?
If you are staying in the hotel, please leave valuable items in the safe in your guest room. Otherwise, lockers are available for your personal items in the spa facility.

Should I eat before a treatment?
For your safety, treatments should not be taken on a full stomach, and will not be rendered to any guest under the influence of alcohol or drugs. Smoking, food, beverages, cellular phones and bare feet are not allowed inside the spa.

What if I am late for my appointment?
Arriving late will simply limit the time for your treatment, thus lessening its effectiveness and your pleasure. Your treatment will end on time so that the next guest will not be delayed. The full value of your treatment will be applied. 

What is the cancellation policy? 
If you must cancel or reschedule your appointment, please notify us by 5 p.m. on the day before. After this time, reimbursements are not available; however, you may reschedule your spa service based on availability. Appointments may be rescheduled no later than four hours before your spa service is scheduled to begin. A 15% service charge will be added for rescheduling. Special cancellation policies may apply to groups.

Can minors ages 14-17 receive massages or facials?
Minors aged 14-17 may receive massages or facials only when a parent or legal guardian is present in the guest room or private treatment room during the entire session, and the service is provided by a same-gender therapist.

Can minors aged 13 and younger receive massages or facials?
Minors aged 13 and younger may not receive massages or facials in guest rooms or private treatment rooms.

How will my comfort be ensured?
This is your time and you should delight in the experience to the fullest. Whether it's the room temperature, the amount of massage pressure or the volume of the music, please share your preferences with us. We request that cell phones and pagers be turned off in the spa. For your comfort, you may request a male or female therapist; however, the availability of a particular therapist or gender cannot be guaranteed. All therapists are highly trained professionals.

What if I have special health considerations?
Please notify the spa receptionist when reserving your treatments if you have high blood pressure, allergies, physical disabilities, or are pregnant. If you have health concerns, you will be asked to complete a medical questionnaire.

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