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

Is the vaccine passport required for the thermal experience or a treatment?

The vaccine passport is not required to access the thermal experience, including the hot tubs, saunas and resting spaces, or to receive a treatment, including massages, facials and body treatments.

In accordance with the Québec government’s directives, guests wishing to access the LUMAMI restaurant and its terraces are affected by this measure since September 1, 2021. Guests wishing to purchase food or alcohol at the Lounge or at the Orange Bar will also need to present their passport.

What can I expect on my next visit to LUMAMI restaurant?

Guests wishing to access the LUMAMI restaurant and terraces must present their vaccine passport (on the VaxiCode application, in a PDF on their mobile device or on paper) and provide their contact details so that we can enter them in the guest register. Guests over the age of 16 must also present valid photo ID to enable us to corroborate the identity of the passport holder.

The passport will be scanned using the VaxiCode Verif application, the official application of the Québec government. This application allows BALNEA to verify the vaccination status of guests. The application VaxiCode Verif to read the QR code found on someone’s proof of vaccination to verify whether they are protected against COVID-19. Their status will be shown in red or green, along with certification from the Government of Québec indicating whether or not they can gain admittance to the LUMAMI restaurant and its terraces. The only other visible information is the person’s name.

Please note that BALNEA has no control over the criteria used to determine whether or not a guest is adequately protected, nor the list of locations and activities for which the passport is mandatory.

For more details on the Vaccine Passport, the VaxiCode application, as well as the VaxiCode Verif application used to perform the validation, we invite you to refer to the Québec government website.

Please take note of the new opening hours:
– Monday to Thursday: 11:30am to 7pm
– Friday to Sunday: 11:30am to 8pm

The closing time is the time of the last order.

Will I be able to eat or purchase drinks at the Lounge or Orange Bar?

Guests wishing to purchase food or alcohol at the Lounge or at the Orange Bar will also need to present their passport.

What about guests who do not reside in Québec and do not have a vaccination passport issued by the Québec government?

Guests not residing in Québec must present proof of vaccination valid in their province or country of primary residence, written in French or in English, and valid photo ID to access the LUMAMI restaurant and its terraces. Guests wishing to purchase food or alcohol at the Lounge or at the Orange Bar will also need to present their passport.

Does BALNEA require the vaccine passport from its team members?

Although BALNEA supports the COVID-19 vaccination campaign, the choice of whether or not to be vaccinated remains at the discretion of the team members, unless new indications are issued by the Government of Québec, Public Health or the CNESST. Thus, unvaccinated team members will not be required to present their vaccination passport in order to provide work services, in accordance with the Québec government’s directives.

All BALNEA team members and therapists continue to fill out a daily health questionnaire before entering the site, to take their body temperature, to wear a procedural mask at all times, to rigorously follow the hand washing protocol, to maintain a distance of two (2) meters from others and to ensure that the measures in place are maintained.

Are treatments available ?

Our massage therapy and esthetic services are available 7 days a week.

Is it possible to come to BALNEA without reservation?

Reservations are required for all treatments. For the thermal experience, you can either secure a place via the e-ticket calendar, or come directly to the spa. Please note that we are at reduced capacity.

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, lake access and the LUMAMI restaurant are open.

When can I use my bonus gifts from the 2019 Christmas promotion?

Good news! Your bonus Christmas gifts have new validity dates. Consult our calendar to discover them.

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 measures have you implemented to comply with the government recommendations?

Preventive Measures Implemented by BALNEA

For our guests:
– Upon your arrival, you will need to answer a mandatory health questionnaire.
– Showers are mandatory for all guests who have reserved a treatment (and recommended for the thermal experience).
– Sinks and disinfecting stations have been made available throughout the site.
– Routine area disinfection operations will be carried out everywhere on the site.

To limit contacts between guests:
– A distance of one (1) metre must be kept at all times.
– Always keep to the right when circulating through the site.

All BALNEA staff members and therapists must:
– Fill out a health questionnaire before entering the site.
– Wear a procedural mask if they come in contact with guests.
– Strictly follow the hand-washing protocol.
– Keep a distance of two (2) metres with others.
– Make sure all safety measures are maintained.

What should I do if I have a treatment?

For the guest:
– A shower is mandatory before your treatment.
– You will have to wear your procedural mask to the treatment room. Once installed, your therapist will let you know if and when you can remove it.
– Please respect the distance of one (1) metre with any other person.
– Respect the space that will be assigned to you, in order to complete your health record.

For the massage therapist or esthetician:
– Wearing a procedural mask at all times.
– Additional sanitary measures have been added in the rooms.
– Each massage therapist or esthetician remains in the same room for the entire day to limit the risk of contamination.

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

You will be given a procedural mask upon arrival. The mask is mandatory when moving indoors, but can be removed when seated and distancing is respected. It is optional when walking outside, except in certain areas where distancing cannot be respected.

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 a procedural mask), 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 ?

Exceptionally we can offer this service. You must, however make sure to mention this as you make your appointment. Please note that you will not receive a bathrobe/towel and won’t have access to the locker rooms. Your therapist will escort you from the reception area to the treatment room.

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  1-866-734-2110 or fill out the online reservation form.

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.

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