Frequently Asked Questions

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 / Contact form.

E-TICKET

CAN I SHOW UP WITHOUT AN E-TICKET OR WITHOUT A RESERVATION FOR THE THERMAL EXPERIENCE?

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.

THERE ARE NO E-TICKET ON SALE THE SAME DAY?

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.

TREATMENTS

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.

CAN I RESERVE A TREATMENT WITHOUT THE BATHS ?

No, the reservation of a treatment must be combined with the thermal experience. You can book a treatment if you come for the full day and even if you only visit us for the Episode (morning), the Twilight (afternoon), or the Evening. Please note that, by doing so, the rate for the thermal expercience will be of $90 at all times, no matter what is the type of thermal experience desired. If you have already purchased a ticket (online or at the front desk) for the Episode (morning), the Twilight (afternoon), or the Evening and wish to book a treatment, please contact our care consultants at 1-866-734-2110 a minimum of 3 weeks in advance. You may know that there will be a small amount to pay (the difference between the price paid and the $90 which is applicable at all times when thermal experience is combined to a treatment).

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.

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

Yes, when you telephone more than 48 hours before your treatment 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.

HOW CAN I GET MY MASSAGE THERAPY RECEIPT ?

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

RESERVATIONS AND VALIDITIES

HOW CAN I USE MY BALNEA GIFT CARD ?

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.

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 WE MAKE A RESERVATION FOR THE RESTAURANT ?

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

I HAVE A BONUS TICKET OBTAINED DURING THE 2021 HOLIDAY PROMOTION OR A PREVIOUS PROMOTION. IS IT STILL VALID?

Bonus tickets obtained for free as part of the 2021 Holiday promotion or previous promotions were valid for a specific period of time and are now expired. No extension will be allowed.

ACCESSIBILITY

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.

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.

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.

ARE OVERNIGHT ACCOMMODATIONS AVAILABLE ON THE SITE ?

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

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.

REGULATIONS

IS IT POSSIBLE TO WHISPER IN THE FACILITIES ?

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.

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.

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.

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