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Frequently Asked Questions

  • Scheduling an Appointment
    Scheduling an Appointment
    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 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.
    Sunday Surcharge 10% and Public Holiday 20% Surcharge fees apply.
  • Spa Etiquette
    Spa Etiquette
    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. 
  • Facilities
    Sauna and Experience Steam Shower facilities are complimentary with every treatment over 60 minutes. The minimum age of 18 is required for access to these areas.
    Kindly note, sauna and steam facilities are not suitable for pregnancy.
  • Health Conditions
    Health Conditions
    When making your Spa by JW reservation, please advise us of any health conditions, allergies or injuries that could affect your experience.
  • Pregnancy
    Please allow our Spa team to recommend suitable treatments for you during this special time.
  • Cancellation Policy
    Cancellation Policy
    We request a minimum of 24 hours’ notice should you wish to reschedule or cancel 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 service/s.
  • Parking
    Complimentary parking included for treatments over 120 minutes. Otherwise, parking fees apply. 
  • Age Restrictions
    Age Restrictions
    Minimum 16 years of age and older for all massage, facial and body services.