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

According to the directives issued by the Quebec government access to the thermal experience and the LUMAMI restaurant are not available until further notice. Please note that massage therapy and esthetic treatment will remain available from Thursday to Monday.

Spring 2021

Is care are actually available ?

Our massage therapy and esthetic services are available Thursday to Monday.

Do you ask the provenance of your guests?

BALNEA is committed to respecting the measures adopted by Public Safety. The government has recommended limiting travel between regions without prohibiting it. We have put in place a series of measures to monitor the health of our guests and team members before they enter the spa (hand washing, temperature taking, self declaration form, 2m distance at all times and wearing a mask in closed areas). We trust the judgment of our guests to follow the guidelines of the health authorities. / Please note that an ID is mandatory to enter the restaurant.

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?

The thermal experience is officially open.

Is the restaurant LUMAMI open?

The LUMAMI restaurant is open! Please note that only people coming from an orange zone can visit the restaurant (ID required).

Please note that a take-out service is available for all our guests.

* A maximum of 2 adults per table, from different addresses. People from the same private residence can be together at the same table.

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. So you’ll have plenty of time to use them when the thermal experience reopens. 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:
1. A maximum capacity
2. Upon your arrival, you will need to answer a mandatory health questionnaire.
3. Your body temperature will also be taken by a BALNEA agent.
4. Showers are mandatory for all guests who have reserved a care.
5. Sinks and disinfecting stations have been made available throughout the site.
6. Routine area disinfection operations will be carried out everywhere on the site.
7. To limit contacts between guests:
1. A distance of 2 metres must be kept at all times.
2. Always keep to the right when circulating through the site.

All BALNEA staff members and therapists must:
1. Fill out a health questionnaire before entering the site.
2. Wear a mask if they come in contact with guests.
3. Strictly follow the hand-washing protocol.
4. Keep a distance of 2 metres with others.
5. 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 mask to the treatment room. Once installed, you will be able to remove it without any problem.
– Please respect the distance of 2 meters 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 mask, visor or glasses is mandatory 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 avoid the risk of contamination.

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

Wear a mask at all times inside the buildings. The only exceptions include when inside the saunas, steam baths or restaurant LUMAMI. Wearing a mask is also mandatory when moving between the outdoor hot tubs, pools and relaxation zones.

Do you have an extra charge for the sanitary measures you put in place?

BALNEA has decided to opt for transparency. Rather than increase the price of our packages, we add a $12.50 fee when booking a treatment. This fee is used to cover the extra time needed to disinfect each room, as well as the necessary equipment. Please note that our care consultants will confirm with you the addition of this fee when you book your appointment.

What is the procedure I must follow if I present 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.

I have an annual membership; how can I recuperate the lost time of the previous months?

The thermal experience is now available and you can enjoy your membership again.

The following benefits will also be available again:
– 20% discount on care from Monday to Thursday, except for BALNEA holidays.
– 10 % discount on treatments from Friday to Sunday and during BALNEA holidays.
– 20 % discount on products in the boutique

Can I use my BALNEA gift cards?

You can use your gift cards to pay for your treatment package on site without any problem. Please note that you will have to pay a $12.50 fee, which will be used to cover the extra time needed to disinfect each room, as well as the necessary equipment.

 

OTHER IMPORTANT INFORMATION

1- WHAT SHOULD I BRING FOR MY FIRST VISIT ?

You must bring your swimsuit, your beach sandals and your water bottle. We will provide you with a bathrobe, towels and a lock for your locker.

Note that normally the water bottle is included. However, due to the current situation, we recommend that you bring your own on your next visit.

2- 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.

3- 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.

4- 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).

5- 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.

6- 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.

7- 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.

8- 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.

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

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

10- 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.

11- 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.

12- 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.

13- 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.

14- 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.).

15- DO YOU HAVE GROUP RATES ?

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

16- 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.

17- 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.

18- WHAT TYPE OF FOOD IS SERVED AT THE RESTAURANT ?

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

19- 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.

20- 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.

21- 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.

22- 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.

23- IS IT POSSIBLE TO BRING YOUR OWN LUNCH?

No. We have 2 catering services offering a full menu.

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