Frequently Asked Questions

To schedule an appointment for a treatment, please speak with our Spa specialist, who will be happy to help you with your selection. Spa by JW may have both female and male spa therapists, please let us know if you have a preference when booking. Hotel guests can dial the hotel operator and request the Spa by JW. 

From outside the hotel, please call 07 5592 9796. 

Prepayment is required upon booking to secure all appointments. We are unable to fulfil a booking without a prepayment. 

Please see Cancellation Policy for more details. 

25% Public Holiday surcharge applies. 

Please arrive 15 minutes prior to your appointment to complete a consultation form and relax into your spa journey. To ensure all of our guests enjoy a memorable experience, please respect all guests’ right to privacy and serenity. Please refrain from using electronic devices. The Spa by JW is a smoke-free environment. Towels, slippers, shower caps and required amenities will be provided for use during your visit.  

When making your Spa by JW reservation, please advise us of any health conditions, allergies or injuries that could affect your experience. 

Pending on the nature of the medical condition or surgery, it is advised that you consult your doctor prior to participating in a spa treatment. Please notify our team of any medical conditions at the time of the booking. Additionally, inform your therapist at the venue of your conditions prior to commencing any treatment. 

Please allow our Spa team to recommend suitable treatments for you during this special time. For massage treatments, a minimum of 14 weeks (after first trimester) is recommended for you and baby to feel safe and supported. However, gentle treatments such as facials, manicures, pedicures and scalp treatments are safer options for under the first trimester. Avoid sauna, steam room, aromatherapy and anything that puts undue pressure on the stomach and groin (e.g. deep tissue massage). It is advised that you consult your doctor prior participating in an experience and that you notify the therapist of your condition. 

We request a minimum of 24 hours’ notice should you wish to cancel or reschedule your appointment. 

For 2 or more guests, a minimum of 48 hours’ notice is required. 

Cancellations within the given notice period or no-show to appointments will be charged the full price of the services. 

A spa experience is about being relaxed. Wear something comfortable and bring your swimming costume should you wish to utilise the sauna and steam facilities. The spa will generally provide robes, towels and slippers to be used within the spa facilities. 

The therapist will tell you what to keep on or take off in preparation to treatment. If you are not comfortable with their suggestion, please let them know. It is perfectly acceptable to wear your underwear or a swimming costume for your treatment should you wish to. You will always be draped with the top sheet during your massage session. The etiquette your therapist will follow is to only uncover the part of the body they are working on, ensuring that your modesty is respected at all times.