SANDOS CARACOL ECO RESORT & SPA

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FAQ

AGE RESTRICTIONS:
Spa services are available for people over 18 years of age. Beauty salon services are available for people of all ages.

RESERVATIONS:
Hydrotherapy facilities are available at no cost to all guests. In order to guarantee a space to enjoy peacefulness and relaxation, a reservation must be made at least 4 hours ahead of time. To receive any of our treatments, your reservation should be made at least one day in advance. Please contact us through our telephone numbers at the Spa or at our hospitality table located at the meeting point. Our staff will be happy to advise you on the best options for you among our treatments and massages.

DRESS CODE:
In order to use the Spa you must wear a swim suit and sandals. To use the gym you must wear sportswear and tennis shoes. All body treatments are normally done on bare skin; if you feel uncomfortable, please let us know, as we want you to feel as comfortable as possible. Your body will be fully covered during all of your treatments; only the part of your body on which we are working will be uncovered. Robes and sandals for your use can be found in the locker area of the Spa.

INDICATIONS:
When you make your reservation at the Spa, you must inform our staff of any physical impairment or illness that you have, as well as pregnancy. You must follow all indications that our personnel consider appropriate according to your specific case. If you feel uncomfortable during any of our treatments, please let your therapist know immediately.

TIME OF ARRIVAL:
You must come to your treatment at least 15 minutes before the scheduled time. This will allow you to check in, change, and put away your belongings. If you wish to use the hydrotherapy room before your treatment, you must arrive at least 45 minutes ahead of the scheduled time. Any delay will be deducted from the time of your service and the normal charge will be applied. The time margin is 15 minutes.

PAYMENT:
Services at the Spa and the beauty salon may be charged to your hotel room account and can be paid any time before your departure or when you check out. We accept major credit cards as well. Payments of cash and traveler’s checks may be made only at the hotel front desk.

GIFT CERTIFICATES:
Gift certificates are an excellent option if you decide to pamper a special person in your life. Do not hesitate to contact our staff and let us help you choose the best option for an unforgettable experience. Our gift certificates are available by service, by package or for a specific amount of money.

CANCELLATIONS:
We accept any cancellation, without charge, with a notice of at least 24 hours before the scheduled time of service. If the cancellation is requested 4 hours ahead of the scheduled time of service, 50% of the cost of the service will apply. If the cancellation is made within less than 4 hours ahead of time, the total cost of the service will be charged to your account.

ASSIGNMENT OF THERAPISTS:
All of our therapists are qualified to perform, in a professional way, all of our services listed on  the menu. They respect and protect our customers’ privacy. Therapists are assigned automatically. If you wish to request a male or a female therapist, you may be able to do so, although we cannot guarantee the availability of such therapist at the time of your scheduled appointment.

GRATUITIES:
Gratuities are not included in the price of our services and are given at the customer’s discretion. We may suggest between a 10% and 20% gratuity over the price of your service.

SUGGESTIONS:
•We suggest that you do not come to your treatment with a full stomach and that you do not drink alcoholic beverages before your treatments.
•Please do not shave your legs before a body exfoliation. For men, please shave at least 2 hours ahead of time. Please avoid sun tanning before all treatments.
•We prefer that you leave your valuables in the safe deposit box located in your room. If you do not have a safe deposit box, lockers are available at the Spa.
•We suggest the kids’ club for your children while you enjoy your treatments at the spa.
•This is a time to pamper yourself and you should take full advantage of it. Please let us know if there is anything we can do for your personal comfort and preferences, such as adjusting the temperature in the massage room, the music volume, the massage pressure, and so on. Our goal is to assure your complete satisfaction.

Authorized discounts:
25% off for all Royal Elite Members
10% off for all SANDOS 4U members