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.

Please, present yourself alone or as a duo with a person residing at the same address*. Onsite groupings are not permitted. (A proof of residence may be required during your stay.)

 

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.

Important informations

If you have booked an e-ticket, make sure you have taken a screenshot of your ticket before you arrive.

Please, present yourself alone or as a duo with a person residing at the same address*. Onsite groupings are not permitted. (A proof of residence may be required during your stay.)

Only people from an orange zone can visit the restaurant (ID required). However, a take-out service is available.

A reservation for a treatment or an E-ticket assures you access to the facilities, but is not mandatory for the thermal experience.

 

Protocol put in place to ensure everyone’s safety

A procedure mask will be given to you at the reception

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

Maintain a distance of two (2) metres with any other person who doesn’t reside at the same address as you.

Frequent hand washing for team members and guests.

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.

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

SPA ACCESS POLICY—COMPLIANCE WITH COVID-19 PUBLIC HEALTH MEASURES

Our goal: to maximize the relaxation experience of our guests and ensure that the public health measures which govern the opening of spa establishments in Quebec are enforced.

Any guest entering the site of BALNEA accepts and agrees to comply with the following rules:

  1. To present themselves alone or as a duo with a person residing at the same address*. Onsite groupings are not permitted. (A proof of residence may be required during your stay.)
  2. Maintain a distance of two (2) metres with any other person who doesn’t reside at the same address as you;
  3. 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;
  4. Comply with the signs requiring silence throughout the installations, including hot tubs, steam baths and both indoor and outdoor relaxation zones;
  5. Always go from one area to another with all your personal effects (including your towel and bathrobe), since the spa’s guest capacity is not enough to allow using 2 spaces at the same time. You may not reserve an outdoor lounging chair while you’re using a hot tub or a sauna.

BALNEA is a place of relaxation, contemplation and tranquility of mind. Inappropriate behaviour will not be tolerated, including a lack of respect towards other guests and staff members.

In the case where one of the above rules is not complied with, BALNEA reserves the right to demand that you leave the site without any refund or compensation.

*If you have a condition that prevents you from wearing a mask where this is required, or if, for any reason, you cannot comply with one of the above rules, we ask you to postpone your visit to a later date.

ONLINE PURCHASES AND REFUNDS POLICY

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.

 

Winter 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.

 

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