There are five reasons why our business policy is to secure credit cards for appointments. The first is because in our industry, service is provided before payment. We need to ensure guests are able to pay for the services they book. When you save your card in our system, the system will automatically authorize the card for $1 which will later fall off from pending on your account. This ensures the card is active. The second reason is to prevent theft of service. Having a form of payment prevents customers from just leaving without paying after their service is complete. The third reason is to secure a customer's identity. This ensures we keep accurate records on clients regarding forms and notes. It's hard to believe but people do use fictitious names and take advantage of one time offers. We also store cards for the convenience of our regular clients who love being able to come in and use the card stored on file. And lastly, we store cards to be able to enforce our cancellation policy.
Cancellation policies protect our providers and our other guests. Our providers rely on appointments filling their schedule. If we are given at least 24 hours notice that a slot is available, we can often get it filled. Sometimes, for whatever reason, many people want the same time slot. If it is taken, and the guest occupying it does not show, everyone who wanted to book that time loses out on an opportunity. Less than 24 hours is not sufficient time to move someone on the waitlist into the spot or find a client who could use that time. It is respectful to our therapists and other guests to give sufficient notice that you are not going to make it. If you cancel 23 hours in advance.... Yes, we will charge you. A 24 hour policy is just that, down to the minute and the second. Our system has a computerized clock and if it is less than 24 hours, we will charge you. No exceptions.
We understand that things out of your control do happen. If you are sick, we appreciate you not bringing your illness into the space. We work very close with our clients, and it is important that we do not get sick as well. If you are sick and give us notice that you're not going to make it, we will still charge you but we will allow you to use the charge as a credit on your next appointment if you get in within 2 weeks time. We do request a doctor's note if late cancelling due to illness becomes repetitive.
The nature of the services we offer require total or partial undressing. Rings, watches, and jewelry typically impede us from giving you the best quality service possible. Small valuables also very easily fall and bounce into corners or under furniture or simply get picked up by another guest. It is less stressful for us and for you if you leave your personal items in your car or at home to ensure none of these things happen.
We strongly encourage all our clients to rethink bringing children and guests with them to the spa. This is your time to relax and enjoy yourself. But even if you aren't worried about that, other guests deserve to come to the spa and expect a quiet, relaxing experience. One of the biggest complaints spa guests have is loud noises and busy hallways full of people in the spa. Our guests get into robes with no clothing underneath. It makes them feel exposed when there are multiple people/children not in robes roaming the spa. It is also simply unsafe for children to be present in the spa. Each room is equipped with sharp, hot, and expensive equipment and implements. Therapists can not be expected to focus on the service they are providing you as well as keep an eye on curious children at the same time. We love kids, but it is hard for any child to sit still and stay safe in a spa environment. However, we totally get that sometimes babysitters fall through or something else out of your control happens and you HAVE to bring them. In those cases, instead of turning you away and charging you a late cancellation fee, we will welcome your small guest with open arms, make them a hot chocolate, grab them a cozy kid chair and set them up with a smartpad full of games or movies to keep them occupied. The guest fee applies in such circumstances. Disruptive children or guests will be asked to leave, and payment for service will still be due.
Disruptive behavior is any behavior that impedes the safe enjoyment of our clients at our spa. Loud, rude, or sexually explicit comments and tones of voice are unacceptable. If you take exception with services or professionals employed at Bella Mer, we ask that you put your complaints in writing and send them to us by email so that we can respectfully resolve your complaint in a considerate and unobtrusive manner. Resolutions will not be discussed or conducted anywhere on our premises in respect to our other clients who don't want or care to overhear disruptive comments or feedback.
Aggressive behavior can take many forms. Our providers are alone with clients in a private room and it is essential that both parties feel safe at all times. Physical or verbal aggression will not be tolerated. Offending parties will be asked to leave immediately and if spa management requests are ignored, authorities will be called and notified.
We are professionals. Any lewd or sexually explicit behavior or conversation will not be tolerated. Violators will be asked to leave, payment for the service will be charged to their credit card and the appropriate authorities will be called and a report filed. Inappropriate conduct will include touching or grabbing your therapist, attempting to undrape yourself, touching yourself in genital areas, sexual conversation, soliciting the therapist for sex or massage of the genital area, use of derogatory words or language, wearing objects intended for sexual gratification to your appointment, asking the therapist personal questions regarding their relationship status, or asking the therapist to meet you outside the spa.
Everything we do here is of a holistic and healing nature and will in no way be confused with what occurs at illegal "massage parlors". We have a strict "NO TOLERANCE" policy regarding inappropriate conduct and even if there is a "miscommunication", anything we deem to make the therapist uncomfortable will result in permanent termination of services and appointments for the client. No exceptions. We make the safety and comfort of our therapists a TOP PRIORITY. (Please note that arousal can be a normal response to increased blood flow from massage and is not grounds for dismissal, if you make no mention of it neither will we.
Bella Mer is a by appointment only spa and we are unable to accept walk-in appointments or visits. You can book same day and future appointment here on our website as well as purchase gift certificates digitally, and cancel or move appointments.
We look forward to pampering you!