Frequently Asked Questions

About

Do you have a question for BALNEA ? Check our most frequently asked questions below. For other information, please call or write to one of our agents. We will be happy to answer you. 1-866-734-2110 and info@balnea.ca

FAQ ABOUT COVID-19

Are treatments available ?

Our massage therapy treatments are currently available 7 days a week. Please note that our aesthetic treatments will be back very soon.  

Is the thermal experience available?

Good news! Access to the thermal experience is available again. All outdoor and indoor areas including whirlpools, Nordic baths, thermal waterfall, relaxation areas, saunas, steam baths, and the LUMAMI restaurant are open.

Is it possible to come to BALNEA without reservation?

Reservations are required for all treatments, including massages. Also, although it is not mandatory, we strongly recommend an e-ticket for the thermal experience to guarantee your access to the site.

When can I use my bonus gifts from the 2020 Christmas promotion?

Good news! Your bonus Christmas gifts are valid until December 2022. Click here to consult the validity calendar.

When can I use my bonus gifts from the 2020 Christmas promotion?

Good news! Your bonus Christmas gifts are valid until December 2022. Click here to consult the validity calendar.

What should I do if I have a treatment?

For the guest:
– A shower is mandatory before your treatment.
– Be sure to arrive a minimum of 30 minutes before your treatment time.

For the massage therapist or esthetician:
– Wearing a mask when the guest is lying on his/her back;
– Additional sanitary measures have been added in the rooms.

Must I wear a mask the whole time during my visit?

Since May 14, 2022, masks are optional throughout the site. However, please be aware that procedural masks are available upon request.

Please note that we encourage a peaceful experience and advocate for the protection of the health of our guests and team members above all else. In this context, we ask that you schedule your visit only if:

– You are not experiencing any symptoms related to COVID-19;
– You respect the 5-day isolation period prescribed by Public Health in case of symptoms related to COVID-19.

If you have any questions or concerns, please contact us at 1-866-734-2110.

Will BALNEA’s staff must wear the mask?

Wearing a mask is mandatory for staff members in certain circumstances:
– At restaurants, lounges and harbors: Wearing masks when serving at tables.
– Reception: Wearing a mask (or plexiglas) when guests are present at the reception counter.
– Care: Wearing the mask when the guest is lying on his back or facing the front.

What is the procedure I must follow if I experience symptoms such as fever, coughing, a sore throat, or losing the sense of smell after I’ve made a reservation?

If you feel such symptoms as a fever, coughing, a sore throat or if you’ve lost your sense of smell, we ask you not to come to BALNEA.

We ask you to follow the procedure below:

– More than 48 hours, BALNEA will send you a gift card covering 100% of the monetary value paid, which will become valid after the COVID period.
– Between 24 and 48 hours, BALNEA will send you a gift card covering 50% of the monetary value paid, which will become valid after the COVID period.
– Less than 24 hours, no cancellation or refund request will be accepted. The ticket will no longer be valid.

Should you have symptoms, or that you’ve been diagnosed as having contracted COVID-19, communicate with our client services by calling 450-534-0604 or toll-free 1-866-734-2110. An attestation from your doctor must be presented at the time of cancellation, in order not to pay any cancellation fees.

OTHER IMPORTANT INFORMATION

WHAT SHOULD I BRING FOR MY FIRST VISIT ?

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.

IS IT POSSIBLE TO WHISPER IN THE FACILITIES?

By visiting BALNEA, you will experience the importance of silence, peace and quiet. Silence is the rule in all our facilities. In the event of non-compliance, BALNEA reserves the right to require your departure from the site without refund or compensation.

HOW CAN I USE MY BALNEA GIFT CARD ?

Your BALNEA gift card has no expiry date and can be used either for the package indicated or for its monetary value.

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.

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.

WHAT METHODS OF PAIEMENT ARE ACCEPTED?

If you buy on our website, you can pay by Visa, Mastercard or American Express. If you visit us on site, we accept payment by cash, debit, Mastercard, Visa, American Express or Balnea gift card.

IS IT POSSIBLE TO BRING YOUR OWN LUNCH OR DRINKS?

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

MUST I MAKE A RESERVATION FOR THE THERMAL EXPERIENCE ?

We do not take any reservations for the Thermal Experience. However, the purchase of an e-ticket automatically reserves you a seat for the spa experience.

WHAT IS THE MINIMUM AGE FOR ACCESSING THE SITE ?

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.

IS MY GIFT CERTIFICATE STILL VALID ?

Promotional certificates, which usually start with letters, are valid only for a limited period. The dates are identified on the gift certificate.
Gift certificates 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 2013 could have a lesser value if used in 2016).

CAN I RESERVE ON SITE FOR A SAME DAY TREATMENT ?

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 a minimum of two weeks in advance, in order to ensure your place.

DO I HAVE TO TAKE THE ITEMS THAT ARE WRITTEN ON MY GIFT CERTIFICATE OR CAN I MAKE SOME CHANGES ?

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.

WHAT HAPPENS IN CASE OF RAIN OR SNOW ?

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.

DO YOU HAVE HEATED POOLS AT BALNEA ?

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.

HOW LONG WILL IT TAKE US TO DRIVE FROM MONTREAL TO BALNEA ?

It’s an hour ‘s drive from Champlain bridge to BALNEA.

MUST I STILL GIVE MY CREDIT CARD NUMBER EVEN WHEN I RESERVE WITH MY GIFT CERTIFICATE ?

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.

CAN I CANCEL/MODIFY MY RESERVATION WITHOUT PAYING A FEE ?

Yes, when you telephone more than 48 hours before your appointment. For cancellations 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 any same day cancellations.

CAN I RESERVE A TREATMENT WITHOUT THE BATHS ?

Due to the high demand for care, we are not able to offer this service at this time.

WHICH IS THE BEST MASSAGE ?

This depends on your needs. Our treatment counselors will know how to guide you through the panoply of massage choices offered. For an appointment please call 450-534-0604 or 1-866-734-2110.

WHAT IS COVERED BY MY INSURANCE POLICY ?

We suggest that you check with your insurer since policies vary from one company to another. Please note that it is not possible to give receipts for either the Thermal Experience nor for any esthetic cares (facials, exfoliations, etc.).

DO YOU HAVE GROUP RATES ?

Yes, absolutely! We invite you to write to groupes@balnea.ca for details.

IS THE SITE ACCESSIBLE FOR PEOPLE WITH REDUCED MOBILITY ?

Regretfully, because of the hilly terrain we have had to build several stairways throughout the paths leading to the different area sites.

ARE THE INSTALLATIONS OPEN ALL YEAR ROUND ?

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

WHAT TYPE OF FOOD IS SERVED AT THE RESTAURANT ?

LUMAMI restaurant’s Executive Chef, offers you a cuisine inspired by nature and the seasons.

TO EAT AT YOUR RESTAURANT, SHOULD I BE FULLY CLOTHED OR JUST WEAR A BATHROBE ?

The restaurant welcomes everyone. Therefore, you can wear your swimsuit, bathrobe or street clothes.

CAN WE MAKE A RESERVATION FOR THE RESTAURANT ?

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

ARE OVERNIGHT ACCOMMODATIONS AVAILABLE ON THE SITE ?

We work in collaboration with certain hotels in the region to offer you some superb packages. Please feel free to contact them directly.

IS IT POSSIBLE TO PARK MY RV OR CAR WITH TRAILER?

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.

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