Our collective wellbeing concerns everyone

Preventive measures

BALNEA Spa + Thermal Reserve has the health of its guests and team members at heart. We support public health measures aimed at slowing down the spread of viruses. Here are the measures and policies that are already in place and the additional precautions that have been taken to allow all guests to enjoy a healthy experience in a safe environment.

According to the directives issued by the Quebec government on Monday, November 8, 2020, the Estrie region will turn into a red zone as of Thursday, November 12. Access to the thermal experience and the LUMAMI restaurant will therefore no longer be available until further notice. Please note that massage therapy and esthetic treatment will remain available from Thursday to Monday.

 

Preventive measures

A distance of 2 metres must be kept at all times.

Wash your hands.

Wear a mask when asked to do so.

Respect the locker assigned to you.

 

Reservation

A reservation is mandatory for all treatments. To make a reservation, fill out the online reservation form or contact our care consultants at 450-534-0604 or toll free at 1-866-734-2110. A care consultant will contact you as soon as possible to explore availability and complete your reservation.

Reservations are not required to access the thermal experience. When the maximum capacity of the site is reached, a waiting list will be created. To guarantee access to the reserve, we invite you to purchase an e-ticket (available as of September 16).

 

Arrivals

Plan to arrive 30 minutes in advance in order to respect sanitary measures.

Wash your hands before entering the site.

Complete the symptom Reporting questionnaire, commitment form and temperature taking.

A shower is mandatory before we can provide your care and recommended before the thermal experience.

 

Protocol put in place to ensure everyone’s safety

Maximum capacity reduced.

Mandatory health questionnaire and temperature taking of team members.

Maintenance and sanitation of the site at all times.

Wearing of the mask, visor and protective wall and frequent hand cleaning.

Our politics

BUSINESS POLICY : ONLINE PURCHASES AND REFUNDS

Gift cards purchased online via www.balnea.ca are final and non-refundable. The gift card can be applied to i) the indicated package or ii) to one corresponding to its monetary value. These do not have an expiration date.

It is not possible to purchase an e-ticket, or another gift card with a card that was purchased previously. For safety reasons, and to prevent fraudulent acts, gift cards purchased online will be activated 48 hours after the purchase date. Resale is prohibited.

E-TICKET PURCHASES

The ticket is valid for the thermal experience. This ticket is valid for a specific date which cannot be changed once you have purchased your ticket. Each sale is final and cannot be cancelled or refunded. Cannot be combined with any other offers or promotions. Resale prohibited.

Each ticket gives access to the spa experience for one (1) person. Purchase is mandatory to reserve your seat and to benefit from the indicated rate. We do not guarantee the weather of the day, nor the number of facilities in service, which varies according to the season and the temperature. The purchase of the e-ticket can be made until midnight the day before the visit.

Cancelling or modifying a care

The cancellation policy contains a 48-hour notice before an appointment for any changes or a care cancellation. Within a delay of:

  • More than 48 hours : a cancellation is possible at no fee.
  • Between 24 and 48 hours: 50% of the fee will be debited from your credit card. Should you already have paid the full amount, 50% of the fee will be refunded on your credit card.
  • Less than 24 hours: the full amount of a care (100%) will be charged to all persons who cancel or miss their appointment

Should you have symptoms, or 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.

CANCELLING AN E-TICKET

Each E-Ticket sale is final and cannot be cancelled or refunded.

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.

PROMOTIONAL & COURTESY PASSES

As of September 10, 2020, promotional tickets starting PM, PSC, PD, PÉ, PF, E, SE, BDJ19, PTUANGO as well as $20 gift cards will be valid again. Each promotional ticket will be extended by the number of months of disability based on the stated expiry date.

Each promotional ticket will maintain its registered terms and conditions:
– Not valid Saturday, holidays, not applicable on tips, etc.

This promotional ticket will be honoured for the service indicated and has no monetary value. No cash value. No
exchangeable. Non-refundable. Non transferable. Non-dissociable. Cannot be combined with any other offer or
promotion.

2019 CHRISTMAS PROMOTIONAL PASSES

You will be able to use your promotional tickets from November 1st until December 11th. Good news! Your bonus Christmas gifts have new validity dates. Consult our calendar to discover

MEMBERSHIPS

As of September 10, 2020, member subscriptions will be valid again. Each subscription will be extended according to the number of months of invalidity and taking into account the initial expiry date, BALNEA will contact you to give you more information and confirm your new expiry date. 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 – 10 discount on the thermal experience for 2 guides per visit.

PROMOTION : SKI MEMBERSHIPS

Because the ski season was abruptly interrupted, due to the Covid-19 pandemic, BALNEA’s promotional evening membership, exclusive to Bromont, montagne d’expériences, Mont Sutton and Mont Orford membership holders, ended concurrently. This offer will therefore not be extended later than March 15, 2020.

TRIBU CARD

As the tribu cards were valid during the summer season as payment for drinks at LUMAMI or at the BALNEA store, no extension will be granted.

Cost 10 $ / valid 1 year
– Get a $20 discount on the day thermal experience.
– Get a $10 discount on the evening thermal experience.
– Available at the reception. The TRIBU card is valid for 1 year from the date of purchase. Applicable on regular rates only.

BALNEA CARE CARD

The BALNEA Care fidelity card is valid at all times. Originally valid for 1 year, the card’s validity period will be extended for three months.

NEWSLETTER AND ANNIVERSARY DISCOUNTS

Newsletter and anniversary discounts are only applicable on the thermal experience. Cannot be combined.

CORPORATE AGREEMENTS

As of September 10, 2020, all corporate contracts will again be valid, according to the conditions and validity of the signed agreement.

 

COVID-19 – Frequently asked questions

I come from Montreal, I have a reservation for a treatment with you, will you accept me?

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. /tg_accordion]

tg_accordion title=”I am a resident of the Eastern Townships and I wanted to know if people from Montreal can visit?” icon=”” close=”1″]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. /tg_accordion]

tg_accordion title=” Do you ask the provenance of your guests?” icon=”” close=”1″]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. /tg_accordion]

The thermal experience is available without reservation. Please not that we have a limited maximum capacity. To ensure your place, we recommend that you reserve a treatment or purchase your access via our E-ticket calendar starting September 16.

Is the thermal experience available?

Access to the thermal experience is once again available. You will have the chance to enjoy the spas, dry saunas, steam bath, relaxation rooms, lounge area and the LUMAMI restaurant.

the restaurant LUMAMI open?

The restaurant LUMAMI is open again. Between September 10th and 23rd, we will be pleased to offer you a 3-course table d’hôte formula. The à la carte menu will be available as of Wednesday, September 23rd.

Thank you for taking note of our new opening hours:
– Sunday to Wednesday: 11:30 a.m. to 4:00 p.m.
– Friday and Saturday: 11:30 am to 8:00 pm

The closing time indicated corresponds to the time of the last order.
Please note that the lounge will remain at your disposal 7 days a week for drinks and snacks.

Are any facilities closed?

Access to the thermal experience is once again available. You will have the chance to enjoy the spas, dry saunas, steam bath, relaxation rooms, lounge area and the LUMAMI restaurant.

Can I still enjoy the Nature Immersion experience?

The Nature Immersion experience is no longer available. It is however possible to enhance your thermal experience with the rental of a Valley Station at a cost of $60 for the day.

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. 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.

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;
– Change of apron between each client;
– 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?

Since July 18, the mask is mandatory in all indoor public places in Quebec. You will have to wear the mask at all times when you move inside the spa. You will be allowed to remove it when you are installed in a specific location, maintaining a minimum distance of 1.5 meters: rest rooms, restaurants or during a treatment.

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?

As of September 10, 2020, member subscriptions will be valid again. Each subscription will be extended according to the number of months of invalidity and taking into account the initial expiry date, BALNEA will contact you to give you more information and confirm your new expiry date.

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
– 10 discount on the thermal experience for 2 guides per visit

What if I purchased an Agur Nature gift card?

Your Agur nature gift card, which includes a 60-minute massage and access to the spa experience for 2 hours, can be used for the Agur package, allowing you to have your 60-minute massage, but also access to the spa experience for the entire day.

You also have the possibility of using your gift card for its monetary value on your next visit to the BALNEA.

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.

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