Frequently Asked Questions

Our current Holiday promotion, which gives free thermal experience access tickets with the purchase of two massage packages, runs until December 27. Check out the following page for all the details: balnea.ca/en/fetes.

Free access tickets will be automatically added to your shopping cart based on the amount in your cart. A minimum of $460 + tax is required to trigger the addition of free access tickets. Please note that e-tickets and memberships are excluded from this promotion.

The promotion is only valid with a minimum purchase of $460 + tax, or $528.89. If the customer chooses a cash value, the minimum amount required to trigger the bonus is $529 (the rounded amount, including tax).

The free access tickets are valid from January 12, 2026. Please refer to the free access ticket validity calendar, accessible at the following link: bit.ly/validitycalendar2026.

Sure! You are free to offer your free access tickets or the packages you have purchased if you wish. You can also choose to keep them.

No, but you may use your purchased massage packages 48 hours after your purchase (except nature stays). Free access tickets will be valid in 2026 only, according to this validity calendar.

No. Purchased packages have no expiry date and can be used for the package purchased or for their equivalent monetary value. For example, if you buy 2 AGUR 1-hour packages for a total of $460 + taxes, you can use them 48 hours after their purchase. Also, you can choose to use your 2 AGUR 1-hour packages or convert the package initially chosen into another package of equivalent value, such as the AGUR romantic package, for example. Finally, if you wish, you could also choose to spend the value of your package ($460 + taxes) entirely at the LUMAMI restaurant or at our boutique.

Yes, it is possible to purchase massage packages at reception and benefit from our Holiday promotion. However, there may be some waiting time. The recommended option is to buy online. You should know that the free access tickets obtained as part of the Holiday promotion are always sent by email. Also note: if you have a promotional code for our Holiday promotion and wish to take advantage of it, you must absolutely purchase your packages online. It is not possible to apply a promotional code at the reception. There are no order preparation costs for a purchase made on site.

By selecting the ”By email” option, you will receive your purchases instantly in PDF form. They can be printed or simply presented to our reception when you visit us.

The packages purchased during our Holiday promotion are all delivered in a collection envelope that is great as a gift! For this reason, we charge a shipping fee. To avoid shipping costs, you can choose the option to receive your packages by email (in a printable PDF version).

Regular post 6 business days: For any order placed after noon on December 17, we cannot guarantee postal delivery in time for December 24. We suggest sending by email.

All sales on balnea.ca or in person are final.

You will not be able to use the packages purchased to pay the cost of your visit on the same day. Packages will be activated in our system 48 hours after purchase (except nature stays). As for the free access tickets, they can only be used in 2026, according to the validity calendar.

No. You can make your purchase online using a credit or debit card, or at the reception desk using the same payment methods or cash.

Absolutely. It is possible to show up spontaneously without an e-ticket or reservation and pay the entrance fee for the thermal experience at the reception.

It is possible to buy an e-ticket until noon the day before the visit. When you see the note Sold on site on our e-ticket calendars, you may simply show up at the front desk to access the thermal experience. You may purchase e-tickets online approximately 4 weeks ahead of time. A new week is opened every Monday.

Sometimes it is possible to obtain a same day treatment, if there are still some places available. However, we encourage you to reserve your treatment in advance, in order to ensure your place.

No, the reservation of a treatment must be combined with the full day thermal experience. 

It is simple to make another selection than what is written on gift certificates since they are linked to a monetary value. However, in the case of promotional gift certificates (see question 4), these must be honored as such.

Yes, when you call to cancel or modify more than 48 hours before your treatment appointment. For cancellations or modifications made less than 48 hours in advance, 50% of the cost of your treatment will be taken from your credit card. 100% of the cost of the treatment will be charged for cancellation or modification made less than 24 hours before the appointment.

If you forgot to request your massage therapy receipt during your visit, you can request it here: Get my receipt

Promotional certificates, which usually start with letters, are valid only for a limited period. The dates are identified on the gift certificate. Gift certificates (or gift cards) bought online or at BALNEA don’t have an expiration date. However, it is important to note that they are honored for their monetary value at purchase (ex.: a gift certificate bought in 2019 could have a lesser value if used in 2022).

If you wish to book a massage or beauty treatment, please contact our care consultants at 1-866-734-2110 a minimum of 3 weeks in advance and ask about our current rates.

Please note that it is not possible to make a reservation for an e-ticket with your gift card as payment. We are currently working on a system redesign to make this option available. Thank you for your understanding.

Yes, the credit card number is necessary for our 48-hour cancellation policy. No amount of money or deposit is taken from the card. In case of a non-compliance with our cancellation policy, we take the amount from the credit card and not from the gift certificate.

reservation is only required to guarantee a place at LUMAMI for groups of 4 or more people.

Free Access Tickets are valid according to the validity calendar. Make sure to check if you have a 2-season or 4-season Access Ticket.

You will want to bring your bathing suit, sandals, a bottle of water and a bag to store wet items.

Upon arrival at the reception desk, our wellness agents will provide you with a bathrobe and towel and will assign you a locker with a digital lock for the day.

In order to enhance your stay, we invite you to bring a good magazine or book, sunscreen, sports clothing, sunglasses, and any other item that will enrich your experience. Remember to bring a bag to store your wet items—to reduce our ecological footprint and to comply with the City of Bromont’s bylaw (banning not only conventional plastic bags, but also biodegradable and compostable bags), we no longer distribute single-use bags.

It is always a pleasant experience to take advantage of our facilities, even in the rain. However, in the event of a violent storm, we might have to shut down some of our outdoor facilities.

We do not have heated pools on our site. We hope our clients will take advantage of the thermal experience, the hot-cold-rest cycle.

Located on a mountainside and surrounded by nature, our site presents accessibility challenges for individuals with reduced mobility. Please contact us before your visit so our team can inform you about possible accommodations.

The installations change with the seasons. For example, the Beach Club is not open during the winter season.

We work in collaboration with certain hotels in the region to offer you some amazing packages. You may contact them for more information about the packages available or to purchase one. When you purchase such package, the hotel is responsible to contact us to reserve your seat at BALNEA.

Le Beatnik hôtel
Le Pleasant

We currently do not have any electric terminals available, but we are working to add them to our site soon.

You can park a larger vehicle without any problem. However, we ask that you do so in the lower parking lot, so as not to obstruct traffic. Please also note that it is not possible to stay overnight in your RV / trailer at BALNEA.

By visiting BALNEA, you will experience the importance of silence, peace and quiet. Silence is required in most of our facilities. It is however possible to whisper on the outdoor West deck located near the Lounge. It is also possible to discuss at the LUMAMI restaurant.

No. We have 2 catering services offering a full menu as well as a wine, beer and cocktail list.

Children of 14 and 15 are admitted if accompanied by an adult. From 16 years of age and on, access is given without an adult. This also applies for the restaurant. Please note that a child of 14 or 15 years old wishing a massage therapy treatment must be massaged by a woman and be in duo with an adult. An ID card proving your child’s age may be requested.

Unfortunately, no, that’s not possible.