FREQUENTLY ASKED QUESTIONS
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GENERAL QUESTIONS
WHEN ARE YOU OPEN?
Our Soho location is open from 10:00 AM to 9:00 PM everyday, with the exception of major holidays. We strive to keep our hours on Google up to date, please check our location profile for our most current opening hours. Contact us anytime via the below:
Email: frontdesk@spencers.spa
Phone: (212) 259-8232
DO I NEED TO MAKE AN APPOINTMENT?
While we do welcome walk-ins, we highly recommend making an appointment in advance. This ensures that you can secure your preferred time and service. We aim to provide a seamless and personalized experience for every guest.
WHAT IS YOUR CANCELLATION POLICY?
We require 24 hours notice if you need to cancel or reschedule your appointment. Late cancellations made with less than 24hrs notice will incur a 50% forfeiture of your treatment cost when you reschedule your appointment. If you wish to reschedule, please reach out to us and we will do our best to accommodate. Appointments may be early rescheduled only once at no cost. If you are more than 10 minutes late to your appointment, you will be considered a ‘no show’ and you will be charged the full cost of your booked treatment.
WHAT SHOULD I BRING TO MY APPOINTMENT?
Just yourself! We provide all necessary amenities, including comfortable slippers and fresh linens. Please note that inside the perimeter of our massage arena is a shoe-free zone. We will provide you with socks and fresh slippers in an effort to preserve the cleanliness and comfort of our space. You will be provided your own shoe locker and you are welcome to bring your belongings with you into your private treatment room.
DO YOU OFFER GIFT CERTIFICATES?
Yes, we do! Our gift certificates make wonderful presents for any occasion and can be purchased either in-store or online. Guest certificates may be redeemed for any of our offered services.
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MASSAGE THERAPY
WHAT TYPES OF MASSAGES DO YOU OFFER?
We believe that our guests should have the ability to customize their massage according to what they need on any given day. The Spencer’s Signature Body Massage is a luxurious full-body treatment grounded in a delicate balance of ancient massage traditions and modern therapeutic best practices. We combine Lomi Lomi, Swedish, Deep Tissue, and Thai modalities to create a highly personalized massage for each individual, catering to your specific needs or requests.
Depending on your treatment duration, your session will include elements of Aromatherapy, Hot & Cold Stone work, Head & Scalp Massage, Heated Wraps, Deep Tissue Massage, Myofascial Release, and Stretching Techniques.
HOW SHOULD I PREPARE FOR MY MASSAGE?
To fully enjoy your massage, we suggest arriving a few minutes early to unwind in our lounge. Try to avoid heavy meals and alcohol before your session. This helps ensure that your body is in the best state to benefit from your treatment.
WHAT SHOULD I WEAR DURING MY MASSAGE?
Your comfort is our priority. You may undress to your comfort level, whether that means fully or partially. Our therapists are trained to use professional draping techniques to ensure your privacy and comfort throughout the session.
CAN I REQUEST A SPECIFIC THERAPIST?
Absolutely. If you have a preferred therapist, please let us know when you make your appointment. We strive to build lasting relationships with our clients and understand the importance of consistency in your care.
WHAT IF I HAVE SPECIFIC HEALTH CONCERNS?
Your health and well-being are very important to us. Please inform us of any health concerns, conditions, or special needs when booking your appointment. Our therapists are trained to tailor the session to accommodate your specific requirements.
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FACIAL & SKINCARE
WHAT TYPES OF FACIALS DO YOU OFFER?
The Spencer’s Signature Facial is a luxurious treatment designed by renowned NYC Esthetician Gillian Milberg to give you a radiant, lifted face. Our licensed estheticians perform a thorough, soothing facial that ensures effective exfoliation while enhancing barrier function. Modalities include enzymes, Celluma LED Light Therapy, Lymphatic Drainage Massage, EMS, Microcurrent and Light Extractions.
All treatment durations are concluded with a deeply nourishing hydro jelly mask bursting with skin vitamins & hydration. You will leave feeling rejuvenated, toned and glowing with no recovery time so that you are ready for anything. Suitable for all skin types.
HOW SHOULD I PREPARE FOR MY FACIAL?
To get the most out of your facial, we recommend arriving with a clean face if possible. Avoid applying heavy makeup or skincare products on the day of your treatment.
CAN I GET A FACIAL IF I HAVE SENSITIVE SKIN?
Yes! Our facials have been thoughtfully designed to be suitable for all skin types. Our estheticians use gentle, soothing products that are kind to delicate skin. Please inform your esthetician about any skin sensitivities or allergies you have, so we can tailor the treatment accordingly.
HOW OFTEN SHOULD I GET A FACIAL?
For optimal skin health, we recommend getting a facial every 4 weeks. This regular care helps to maintain a clear, hydrated, and youthful complexion. However, your esthetician can provide a personalized schedule based on your specific skin needs.
WHAT PRODUCTS DO YOU USE IN YOUR FACIALS?
We use only high-quality, professional skin care products known for their effectiveness and safety. If you have any preferences or allergies, please let us know. We believe in using the best products to provide the best results for your skin.
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SPA ETIQUETTE & AMENITIES
WHAT AMENITIES DO YOU OFFER?
Every element of our space has been curated for our guests. From the moment you enter our space, you are greeted by special furnishings sourced from all over the world. Our lounge, where you will be welcomed to spend time before and after your treatments, offers a self-serve beverage and snack bar, books, board games, and various objects L’Art. We offer well appointed restrooms, a coat closet, and designated area for shoes in our Japanese ‘Genkan’ or ‘Slipper Room’. In your private room, you will find a place to hang your clothes, place your jewelry, your own bouquet of fresh flowers and lighting fit for your treatment experience. Custom scents fill our space as we strive to make every moment sublime.
IS THERE A DRESS CODE FOR THE SPA?
For your convenience and in order to maintain a clean and comfortable space, we provide slippers to be worn upon entering our massage arena. We also provide you with new socks, in respect of our therapists and the cleanliness of our rooms. We expect that we will see you in your everyday attire when you stop by for a treatment. Our goal is to make you feel comfortable and at ease, please let us know if we can do anything further to improve your experience when you arrive.
ARE THERE AGE RESTRICTIONS FOR TREATMENTS?
We welcome clients of all ages, but some treatments may have age restrictions for safety reasons. Please inquire when booking, and we will help you choose the most appropriate services for younger clients. Minors under 18 years must be accompanied by an adult.
CAN I USE MY MOBILE PHONE IN THE SPA?
To maintain a peaceful and serene environment for everyone, we ask that mobile phones be set to silent and used minimally. We encourage our guests to unplug and fully immerse themselves in the relaxation experience.
DO YOU OFFER MEMBERSHIPS OR PACKAGES?
Yes, we offer a variety of monthly memberships that provide great value and special benefits. Unlike many other spa destinations, our memberships are free and offer reduced pricing for our regular services. See our membership details page or speak with one of our qualified staff members at checkout to find out more.
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MEMBERSHIPS & REWARDS PROGRAMS
WHAT TYPES OF MEMBERSHIPS DO YOU OFFER?
We offer varying membership options to suit a range of lifestyles and needs. Our memberships are free to join and require a card on file to be charged on a monthly basis for your selected service subscription.
Members: See our memberships and subscriptions page for full details.
WHAT ARE THE BENEFITS OF BECOMING A MEMBER?
Members enjoy a host of benefits, including discounts on treatments and products, a rewards program for complimentary services, priority booking, special event invitations, and access to exclusive member-only promotions.
HOW DO I SIGN UP FOR A MEMBERSHIP?
Signing up for a membership is easy. You can enroll online through our website, visit our spa in person, or call our customer service team, who will be happy to assist you with the process.
CAN I SHARE MY MEMBERSHIP WITH FAMILY OR FRIENDS?
Our memberships are designed for individual use only.
ARE THERE ANY ADDITIONAL FEES FOR MEMBERS?
There are no hidden fees for our memberships, all memberships are free to join. Our members simply pay for their subscribed treatments each month at a discounted rate. Tips are not included, see our memberships page for further details.
CAN I FREEZE OR CANCEL MY MEMBERSHIP?
Yes, we understand that circumstances can change. Members can freeze their membership for up to two months once per year without losing their benefits. If you need to cancel, please provide at least one month’s notice to avoid additional charges. You can cancel your membership at any time with one month’s notice, making the minimum membership term two months.
WHAT HAPPENS IF I MISS A MONTH’S MEMBERSHIP BENEFITS?
No need to worry if you are unable to use your membership benefits within a given month. You are free to use your membership benefits for one year from the purchase date, provided you are still enrolled as a subscribed member. Benefits accrued under the membership program expire upon termination of your membership. Please check the specific terms of your membership plan or speak to our staff for more information.
DO YOU HAVE A REWARDS PROGRAM?
Yes, we offer a rewards program where you can earn one (1) point for every dollar spent on services and products. Points can be redeemed for services, see our rewards program page for further details.
HOW DO I EARN REWARDS POINTS?
You earn points for every purchase you make at our spa, including treatments, products, and gift certificates.
HOW CAN I CHECK MY REWARDS POINTS BALANCE?
You can check your rewards points balance by logging into your account on our website, through our mobile app, or by asking at the front desk during your visit.
HOW DO I REDEEM MY REWARDS POINTS?
Redeeming your rewards points is simple. You can use your points towards services or products at checkout. Our staff can assist you in applying your points to your purchase.
ARE THERE ANY LIMITATIONS ON USING REWARDS POINTS?
Points can be used on most services and products, but some special promotions or limited-time offers may be excluded. You must accrue enough rewards points to redeem for the dollar value of a treatment or product in full, no partial discounts are permitted. Please check the terms and conditions of our rewards program for specific details.
DO REWARDS POINTS EXPIRE?
Yes, rewards points typically expire after 12 months of inactivity. We encourage you to use your points regularly to take full advantage of the program.