A UNIQUE WORRY-FREE EXPERIENCE

Preventive measures

BALNEA Spa + Thermal Reserve takes to heart the health of its guest and team members. We support our 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 we’ve taken to allow all guests to enjoy a healthy experience in a safe environment.

In accordance with the directives issued by the government, access to the thermal experience and LUMAMI restaurant won’t be possible until further notice. However, our massage therapy and beauty treatment remain available in red zone.

 

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.

 

Protocol put in place to ensure everyone’s safety

The maximum capacity of the site is 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.

 

PREVENTIVE MEASURES TO LIMIT THE TRANSMISSION OF THE VIRUS

Respecting the distance of 2 meters as well as the signalisation is required at all times for your safety.

Frequent hand washing for team members and guests.

Wearing a mask is required for everyone at all times.

A shower is mandatory before receiving a treatment.

 

HERE ARE SOME THINGS TO KNOW FOR YOUR NEXT VISIT

Plan to arrive 30 minutes early for a peaceful experience.

We will ask you to wash your hands before entering.

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

Please respect the locker that will be assigned to you, it will have been disinfected for you.

 

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

Thermal experience is currently unavailable. We will contact you as soon as you can take advantage of your subscription again.

Please note that you still have the following advantages: – 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.

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 exceptionally valid on care. Not applicable on tips. 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

Is care are actually available ?

Our massage therapy and esthetic services are available Thursday to Monday from 11 A.M. to 5 P.M.

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.

Is it possible to come to BALNEA without reservation?

A reservation is necessary for all treatments.

Is the thermal experience available?

The thermal experience is currently unavailable due to the measures announced by the government.

Is the restaurant LUMAMI open?

The LUMAMI restaurant is currently closed as a result of the measures announced by the government.

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.

Are any facilities closed?

Only our massage therapy and esthetic services are currently available 5 days a week.

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?

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.

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?

We will contact you as soon as you can take advantage of 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.

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