FAQ | Spa on Penn

Appointments

We require a credit card to secure your appointment at the time of booking. This is required even when paying with another form of payment at the time of service.

Please arrive at least 15 minutes prior to your appointment time so that you may enjoy a cup of tea and relax in our lounge. Arriving early is especially important for your initial appointment, as you will be asked to complete spa intake forms with questions regarding your health history and the specific needs and preferences you would like us to attend to during your service. With regard to the current CDC recommendations, clients who have been vaccinated are not required to wear a mask if they show a copy of their vaccination card. Vaccinated employees are not required to wear a mask and vaccination cards are posted at the front desk for verification. Without proof of vaccination, masks are required unless it directly interferes with the service you are receiving.

Your treatment will begin and end promptly at the scheduled times. If you arrive late, we will be unable to give you the full service time, so that we stay on schedule for the convenience of our other guests. Please plan accordingly if you require additional time on-site to prepare for your appointment or need any additional time in between appointments.

Online Appointments

Appointments can be scheduled online. To do this, you must be pre-registered in our system with a credit card on file. All appointments made without a credit card on file will be confirmed prior to the appointment to obtain a credit card or will be subject to cancellation within 24 hours.

To schedule an appointment online, simply click on “Book an Appointment” from any page. You will be asked for your ID number and password. The system will then walk you through the process of scheduling an appointment.

Couples services: Due to scheduling complexities, couples services may not be booked online. Please call the spa directly or you may request an appointment via email.

Cancellations and Rescheduling

We ask that you notify us to cancel or change your appointment 24 hours in advance Monday-Thursday and 48 hours in advance on Fridays, Saturdays, Sundays and Holidays. Late cancellations and no show appointments will be subject to a fee of 50% of the total of all appointments booked or $25 per service (whichever is lesser), per person on your reservation, and will be automatically billed to your credit card on file. Rescheduled appointments after the 24/48 hour notice will be subject to our cancellation policy and fees.

Due to the large number of guests that we accommodate each day, appointments may not be cancelled or changed to a different type of service (example: Manicure to a Facial or a 60 minute massage to a 30 minute massage). Appointments cancelled or altered at the time of your visit may be subject to our cancellation policy and fees.

Spa on Penn accepts cash, Visa, MasterCard, American Express and Discover card. We also accept Spa on Penn, Spa Finder, Spa Wish and Spa Week gift cards. Spa Finder, Spa Wish & Spa Week gift cards must be redeemed in full at the time of service and may not be used to pay for gratuities.

Spa on Penn is not associated with Shine Spa and we do not accept Shine Spa gift cards.

We do not accept personal checks.

Returns

Spa on Penn will accept the return of any unopened and unused merchandise in its original packaging within 30 days of purchase with the original receipt. We do not accept the return of any opened cosmetics for any reason. Please purchase responsibly. If you are unsure if an item is suitable for you, please request a sample in advance or at the time of purchase so that the product may be tried prior to being opened.

All GIFT CARD purchases and payments made in advance for services are non-refundable. A Gift card may be re-issued to another name. A gift card will be issued for all pre-paid services which are rescheduled by the purchaser and may be subject to a cancellation fee.

Children

Parking

Spa Policies and Essentials