Booking
You can book online any time, by phone or at the front desk. Online bookings are confirmed by email straight away, and we send a reminder the day before. Couples treatments are booked once, with a lead therapist, and are priced for two guests; we assign the second therapist and confirm within one business day.
Arrival and late arrivals
Please arrive 15 minutes before your treatment, or 30 minutes before a spa ritual, to check in and change. Treatments end at their scheduled time so the next guest isn’t kept waiting, so a late arrival shortens your treatment, and the full price applies.
Cancellations and no-shows
Please cancel or reschedule at least 24 hours before your appointment, using the link in your confirmation email or by calling us. Cancellations with less notice, and missed appointments, are charged 50% of the treatment price, payable before your next booking. Spa rituals, couples treatments and group bookings need 48 hours’ notice.
Health and safety
Before your first treatment, we ask you to complete a short health form. Please tell us about pregnancy, injuries, recent surgery, skin conditions, allergies, high or low blood pressure and any medications. Some treatments aren’t suitable for every condition, and your therapist may adapt or decline a treatment for your safety. If you feel unwell, especially with a fever or a contagious illness, please reschedule; we’ll waive the cancellation fee.
Pregnancy
We offer prenatal massage and the Mother-to-Be Ritual from the second trimester. Hot stones, seaweed wraps, steam and some essential oils aren’t used during pregnancy. If your pregnancy is high-risk, please bring your doctor’s approval.
Age
Guests must be 16 or older. Guests aged 16 and 17 need a parent or guardian to sign the health form and remain on site throughout the visit.
Prices and payment
Prices on our website are per guest, except couples treatments, which are for two. Payment is due after your treatment by card, Apple Pay, Google Pay, cash or Balm gift card. Prices may change; the price you booked at is the price you pay.
Gratuity
Gratuity is not included in our prices. It is always at your discretion; 18–20% is customary, and every cent goes to your therapist. Groups of four or more have an 18% service charge added.
Respect and draping
Our therapists are licensed professionals. You are always draped during a treatment, and only the area being treated is uncovered. Inappropriate comments or behavior will end the treatment immediately, and the full price will be charged.
Spa facilities
Please keep voices low and phones on silent in the steam room and the garden lounge. Use the steam room for no more than 15 minutes at a time, and skip it if you are pregnant or have a heart condition. Balm is not responsible for valuables; please use a locker or leave them at home.
Gift cards
Gift cards never expire and carry no fees. They can’t be exchanged for cash. Treatment gift cards are honored at the price paid, and can be switched to a treatment of equal or higher value by paying the difference.