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

SUMMER 2020

I bought the 2019 Christmas promotion, and I received some gift certificates for the thermal experience with some restrictions. Can I use these for the BALNEA Nature Experience?

The 2019 Christmas promotional tickets (gift cards), emitted between November 21 and December 28 2019 can be used two ways:
1- Use the 19-number barcode or your code starting the letters PN as a promotional value of $20 on the purchase of a station scheduled in the morning during the summer of 2020. Valid until July 23, 2020. A limit of one (1) use per promo code. Cannot be cumulated.

2- Keep your promotional ticket and use it for the thermal experience during the fall of 2020, as indicated on the ticket or when the BALNEA thermal experience will officially and completely reopen at a later date. The applicable periods will be communicated to you according to deconfinement authorizations and measures the government will announce throughout the upcoming months.

I have a promotional gift certificate; can I use it during the 2020 summer?

CC and Courtesy Promos
Promotional tickets starting with the letters: PM, PSC, PD, PÉ, PF, E, SE, BDJ19, PTUANGO and the $20 gift cards are non-valid for the summer of 2020, therefore until September 7, 2020.

The validity of promotional tickets starting with the letters PM, PSC, PÉ and PTUANGO will be prolonged according to BALNEA’s thermal experience official and complete reopening, at a later date. The applicable periods will be communicated to you according to the authorizations given by the government.

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

From June 15 until further notice: Due to the Covid-19 pandemic, and all the related operational challenges, the validity of monthly and yearly membership cards will be postponed depending on the type of membership and the BALNEA thermal experience’s official and complete reopening date which, for now, remains unknown.

Note that you can still benefit your 10% discount on the various treatments available 7 days a week.

The applicable periods will be communicated to you according to deconfinement authorizations and measures the government will announce throughout the upcoming months.

Are the thermal baths, the saunas and relaxation rooms all open?

For the time being, we don’t have the government’s authorization to open these installations. We will inform you as soon as we receive the necessary authorizations.

Can I go to BALNEA without making a reservation?

Good news, the thermal experience is now available through our Nature Immersion package.
Please note that the wet saunas and relaxation rooms remain closed.

What measures have you implemented to comply with the government recommendations?

Guests:
1. An online reservation is required to access the site. (A limit of 125 guests at one time on the site)
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. Follow the different coloured path indications we’ve placed on the ground.
3. Always keep to the right when circulating through the site.
8. Respect the station assigned to you.

What will happen if an agent finds that I’m running a fever when I arrive?

If the result of your temperature reading is high, we will ask you wait, away from others, for 15 minutes. While you are waiting, we will ask you to refresh yourself, drink some water, stay in the shade, etc. After this waiting period, we will take your temperature again. If it’s still high, it will be impossible for you to access the site.

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

We recommend that you wear a mask if it is impossible to keep a distance of 2 meters from others. Wearing a mask is mandatory for a client receiving a care, however, please note that your massage therapist or esthetician migh require that you wear one to ensure their own safety.

Do you accept cash payments?

yes, but we prefer that you pay with a card.

What happens if it rains the entire day of my visit?

We will ask them to leave the installations without any possible refunds.

What are the procedures I must follow when I arrive?

When you arrive, an reception agent will explain the procedures to follow. First, we askyou to wash your hands, then to go inside the what tent on the stairs leading to the reception area.
Inside the tent an agent will take your temperature and ask you to sign BALNEA’s responsability discharge of responsibility. If everything conforms, you will be invited to enter the main reception building, always respecting the distanciation measures by following the signs we’ve installed.

Can I reserve a same-day visit?

No. You can however, purchase a ticket up until 5:00 p.m. the day before you plan to visit.

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:
Cancelling an E-Ticket
Each sale is final and cannot be cancelled or refunded. If you think it will be impossible for you to take advantage of your planned visit, contact reservations@balnea.ca.
Within a delay of:
• More than 72 hours, BALNEA will send you a gift card covering 100% of the monetary value paid, which will become valid after the COVID period.
• Between 48 and 72 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 48 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.

Can I use my BALNEA gift certificate for the Nature Immersion Experience?

Our BALNEA gift cards CANNOT BE APPLIED TO THE Nature Immersion EXPERIENCE. You will, however, be able to use your gift card for all your restaurant or boutique purchases.

Is it possible for me not to take the LUMAMI lunchbox when I reserve a station?

This is an all-inclusive package. It is therefore impossible not to take the LUMAMI lunchbox.

Can I reserve a station for just one person?

Our stations are sold as a package for two (2) people, if you decide to come alone the price will not be reduced.

What happens if it rains the entire day of my visit?

All BALNEA activities will go on no matter the weather.

The nature experience ticket is valid i) for the purchased package, ii) on the indicated date and time of your visit and iii) for the meal you’ve selected. Each sale is final and cannot be cancelled or refunded unless you can send us a medical note. The ticket is valid for a specific date which cannot be modified once the ticket has been purchased. It cannot be combined with any other offer or promotion. Its resale is prohibited.

Each ticket gives 2 people access to a station able to welcome two (2) guests. Its purchase is mandatory in order to reserve your place and to take advantage of the indicated rate. We can’t guarantee the weather on the day of your visit nor the number of installations in operation since these vary according to the seasons and the temperature. E-ticket purchases can be made up to 5:00 p.m. the day before a visit.

Do you have an additional tax for the sanitary measures put in place?

Yes. A $12.50 tax will be added to the reservation of your treatment. However, no charge is added for the Nature Immersion experience.

OTHER IMPORTANT INFORMATION

1- WHAT SHOULD I BRING FOR MY FIRST VISIT ?

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

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 ?

We take reservations for the restaurant Thursdays, Fridays, Saturdays and Sundays only. Please note that a reservation is required for 5 or more people. If you are a group of 10 or more people, please write to groupes@balnea.ca.

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 or Mastercard. If you visit us on site, we accept payment by cash, debit, Mastercard, Visa 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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