Frequently Asked Questions
24-HR CANCELLATION POLICY
Your appointment time is reserved especially for you. Your practitioner will be prepared and ready to provide you with their complete attention and focus. Since time is not replaceable, we require a minimum of 24 hours notice when rescheduling or cancelling your single appointment and 72 hours notice if cancelling a group or package of 3 or more services. The full appointment fee will be charged for cancellations under 24 hours (or 72 hours for groups).
PHONES & ELECTRONICS
Please silence your cell phone before coming into the spa and kindly step outside if you need to make a phone call while waiting. Treatments and classes are always going on and we do our best to maintain a peaceful, relaxing atmosphere for all our guests.
WHAT IF I’M LATE TO MY APPOINTMENT?
If you arrive late to your appointment we will do our best to accommodate IF time allows. Please expect your service to end at the originally scheduled time since we are typically fully booked and there is likely another appointment after yours. The originally scheduled appointment fee will apply.
Online booking is a great way to conveniently book your appointment at Xenana Spa. It does have some limitations though. We will occasionally reach out via text or phone to adjust your appointment time slightly to help streamline our schedule and give you the best service. If you are booking multiple treatments or coordinating multiple appointments, we encourage you to book with us over the phone or give us a text at 503-238-6262.
HOW TO PREPARE FOR YOUR APPOINTMENT
Please allow ample time for parking and using the restroom before your appointment begins. We offer herbal tea when you arrive so you are welcome to come 5-10 minutes early to relax if you want. Please leave jewelry and valuables at home or in your car to make sure you don’t forget them! And if possible, schedule your spa treatment on a day where you do not have to go right back to work or have an event so you can receive the maximum benefit of your session!
Prenatal massage is what we specialize in and give particular attention to. Please make sure to let us know if you are pregnant so we can be prepared and fully accommodate you.
PAYMENTS & DISCOUNTS
A payment method is required to have on file when booking making a reservation. We accept all major credit cards at Xenana Spa. Gift Cards are not eligible to be used on discounted services or products.
While we do not bill health insurance directly, many of our clients request an itemized receipt to submit for reimbursement. You will also need our tax id for insurance reimbursment which is: 59-3818326. Please reach out if you need any additional information to complete your reimbursement.
Gift certificates are available on the website for a digital version, or in-person at the spa for a physical one. They are non-refundable and we encourage you to use them within 12 months of purchase. You are welcome to combine Gift Certificates if you have more than one and they are good for any purchase of product or service in the spa. Gift Certificates may not be combined with any discount or promo offer.
Products may be eligible for return if they are unopened, in perfect condition, and returned within 2 weeks of purchase.
Gratuity is a standard practice among the service industry and is not built into the price of your service. If you would like to leave your practitioner a tip, you may bring in exact change or use your credit card when checking out. 15-20% is customary for all service providers.
COVID VACCINATION AND MASK REQUIREMENTS
Our entire staff is fully vaccinated and committed to staying current with booster shots.
We are mostly Mask Optional in the spa and only ask clients to wear a mask during their treatment with certain practitioners who are immune compromised.
Yoga classes are mask optional as well. Please reach out to us if you are immune sensitive and require those you practice with to also wear a mask. We want to support you!