Age Restrictions
Spa treatments are available exclusively to guests aged 18 and older. Due to the nature of our services, we are unable to make exceptions to this policy.
Spa Tours
To preserve the privacy and relaxation of our guests, spa tours are not available during business hours. Facility photos and a detailed service menu can be found online at klasanctuary.com.
Guest Cancellation, Rescheduling & No-Show Policy
At Klā Sanctuary, we are committed to providing intentional experiences for all guests. In order to honor the time of our guests and our team, we have established the following policies regarding cancellations, rescheduling, and no-shows.
1. Appointment Confirmation / Deposits
All bookings require advance scheduling online or by phone. In order to hold your appointment, a credit card is required to be held on file along with a deposit totaling 80% of your service cost. This does not include the 20% staff support fee, which is paid at checkout after completion of your service. Guests will receive a confirmation email and/or text at the time of booking.
2. Walk-In Appointments
Walk-in appointments are offered based on availability. While we cannot promise availability, we are happy to welcome guests if capacity allows in our appointment book for that day.
3. Cancellation Policy
• Spa Sanctuary Passes & Treatments:
All bookings must be cancelled at least 48 hours prior to the scheduled start time in order to avoid charges and receive a full refund.
• Late Cancellations:
Cancellations made within 48 hours of the scheduled appointment will incur the full charge of services. This policy is in place in consideration of our team’s time and to allow other guests the opportunity to enjoy the spa.
4. Rescheduling Policy
• All reschedules must be made at least 24 hours in advance of the scheduled appointment time.
• Rescheduling Within 24 Hours:
Reschedules made within 24 hours of the booking will incur the following fee:
• $50 for Treatments
• $25 for Sanctuary Passes and Early Bird Treatments
• Guests will not be permitted to reschedule appointments within 30 mins of the appointment start time. In this circumstance the cancellation policy will apply.
• Same-Day Time Adjustments:
Depending on availability, guests may request a change to another time on the same day as their original booking. While this cannot be guaranteed, if available, this adjustment would be offered at no additional charge and would not be considered a rescheduled appointment.
5. No-Show Policy
• A no-show occurs when a guest does not arrive for their scheduled service and fails to notify us within the required 48-hour cancellation window.
• All guests will receive a 15 minute grace period. Guests are considered a no-show if they are 15+ minutes late to their scheduled sanctuary pass or treatment appointment time. In either case, no-shows will be billed the full amount of the scheduled service. If arriving after the grace period, our team will do their best to accommodate, but cannot promise there will be availability for your appointment.
6. Arrival Expectations
• Guests are encouraged to arrive at least 30 minutes prior to their scheduled start time to allow for check-in and locker room access.
• Late arrivals may result in a shortened experience in order to ensure subsequent guests receive their full scheduled appointment.
7. Special Bookings
• Full Facility Bookings may be cancelled up to 60 days prior to the scheduled date of arrival with no fee. Rescheduling a full facility booking is allowed up to 30 days prior to the date of arrival, however, a 20% fee will be charged if between 30 and 60 days out.
8. Purpose
These policies help ensure fairness by allowing other guests the opportunity to book when availability opens. They also honor our staff, who rely on scheduled appointments for their livelihood. Associated fees help cover missed work and support our team in sustaining their lives.
If you have questions or need assistance with your booking, please contact us at (816) 849-6167 or connect@klasanctuary.com.
Gratuities
A 20% staff support fee will be added to your bill for your convenience. This fee is distributed in full to our dedicated staff. No additional tip is expected.
