Frequently Asked Questions
Going to a spa is a wonderful way to relax - we should know. If you have never visited a spa before and there are questions that you want to ask, we have you covered! If you have any other questions, simply ask your sales consultant when booking your experience or email us at [email protected]
What is the age limit to participate in a spa experience?
Most venues will only allow customers aged 18 years and over to participate in full treatments (e.g. massages, facials, body wraps, body scrubs, body polish). However, venues will generally allow individuals of a younger age to receive basic treatments such as manicures and pedicures provided they are accompanied by an adult.
I have a medical condition or have undergone surgery? Is it safe to go on a spa experience?
This depends on the nature of the medical condition or surgery. As such, it advised that you consult your doctor prior to participating in an experience. Please notify the sales consultant of your medical condition at the time of the booking. Additionally, inform a representative at the venue of your conditions prior to commencing any treatment or potential risky activity (e.g. swimming).
I am pregnant. Is it safe to go on a spa experience?
There are certain things that you should avoid at a spa including the jacuzzi, sauna, steam room, aromatherapy and anything that puts undue pressure on the stomach and groin (e.g. deep tissue massage). However, gentle treatments such as, facials, manicures, pedicures, head massages and specifically created pre-natal treatments. It is advised that you consult your doctor prior participating in an experience and that you notify the therapist of your condition.
What should I wear on my spa experience?
Aside from checking whether the restaurant has a dress code, a spa experience is about being relaxed. Wear something comfortable and carry your swimming costume and a pair of slippers, should you wish to swim. The spa will generally provide robes, towels and slippers to be used within the spa facilities.
What should I wear to have my treatment?
The therapist will tell you what to keep on or take off. If you are not comfortable with their suggestion please speak up. It is perfectly acceptable to wear your underwear or a swimming costume for your treatment should you wish to. You will always be draped with the top sheet during your massage session. The etiquette your therapist will follow is to only uncover the part of the body they are working on, ensuring that your modesty is respected at all times. Certain spa experiences may include access to gym facilities. Should you choose to use these facilities, appropriate sportswear must be worn at all times.
What time should I arrive, and leave, on my spa experience?
Most venues request that you arrive at the spa 30 minutes prior to the treatment. This gives you the opportunity to complete any required paperwork, shower, change into your robe and relax before your treatment. This does however vary from venue to venue so you will be advised of the specific timing when you book. Please be punctual because if you are late your treatment time will be reduced.
Can I book extra treatments with my spa experience?
Yes. Simply ask your sales consultant at the time of booking.
Where do I store my valuable during my experience?
A locker will be provided to you to store your clothes and valuables.
Can I speak on my phone?
No. Please switch off or silent your phone to help maintain a tranquil environment. Additionally, please refrain from loud conversations so as not to disturb other guests.
Can I request a male or female therapist?
Of course. Please notify the sales consultant of your preference at booking. However, please note that therapists are trained to respect boundaries and use proper draping techniques.
Is it ok to interrupt a therapist mid-treatment if I am not enjoying it, or if it is not what I anticipated?
Yes. A spa experience is all about you. Before your treatment begins, please inform your therapist of areas to be avoided and during your treatment, please inform your therapist if you feel any discomfort and your preferred pressure. The therapist would rather you voiced your discomfort so that they can adjust their approach.
If I am not happy during my treatment or with part of my spa experience what should I do?
Please bring it to the attention of the therapist or relevant supervisor at the venue. If you do not reach an acceptable resolution to your complaint, please notify us on: [email protected]
Should I book a time for dinner or lunch in advance?
Yes. Restaurants at venues typically require an advanced booking to guarantee availability. It is therefore a good idea to book your meals at the time you book your experience, or directly with the restaurant well in advance of the date of your experience.
If I have any special dietary requirements, can they be accommodated?
A venue will try to accommodate special dietary requirements however they cannot guarantee that all requests can be accommodated. In addition to informing your sales consultant of your requirements during the booking process, please also communicate these requirements to the venue upon arrival.
Can I cancel or reschedule my experience?
We apply a strict no cancellation policy and booked experiences are non-refundable upon cancellation. Additionally, a reduction in the number of booked guests in a party will result in a loss of monies paid. Should you or your party be unable to participate in an experience on a booked date, provided reasonable notice is provided and at the sole discretion of the partner, we will try to rebook the guest or party on an alternative date mutually agreed by both the guest or party and the partner. A booked party can substitute members of the party for other individuals at no additional cost provided such substitution does not require a change to the booked experience.
[email protected] FAQs
Do your therapists carry massage tables?
Yes, the therapist will come with a treatment table. However, therapist are also trained to perform massages on the floor or on a bed, should you prefer.
Do you therapist provide sexual services or 'extras'?
No. Therapists do not provide any form of sexual services, and should not be requested to do so.
What locations/geographies do you serve?
The '[email protected]' service is available in the Nairobi environs.
Is transportation cost included in the package price?
Yes, to a travel distance of up to 10Kms (from Westlands). Should the travel distance exceed 10Kms, Tumi Wellness will inform you of the supplementary payment required and payment will be made directly to Tumi Wellness.
Why is the [email protected] service currently only available on an individual basis to female customers?
We have chosen to temporarily restrict this service to our female clientele, as we develop procedures and controls to ensure the safety and comfort of both our customers and the therapists. We aim to lift this restriction in the near future.