FAQ

We suggest arriving ten to fifteen minutes earlier than your appointment time to check in and fill out any health forms or paperwork.  Then sit back and let the relaxation begin.

We understand things don't always go according to plan.  If you need to reschedule or cancel your appointment, please contact us 24 hours in advance of your reservation.

• If you need to cancel on the day of your appointment, a $20 fee per missed service will be incurred. For example, if a guest has a massage and a facial booked, there would be a $40 same-day cancellation fee.
• For a guest that does not contact us and does not show up for their reservation, he/she will be charged 50% of the services to the credit card or gift card used to hold the appointment.

Gratuities are appreciated, and the amount is at your discretion.  Spa service gratuities typically range from 15% to 25%.  You may leave a tip with the front desk when you check out, and we will ensure that your technician receives it.  Gratuities can be paid in cash, credit card, or when redeeming a gift card value.

As a courtesy to yourself and other guests, we kindly ask that you silence your cell phone while in the spa and refrain from making calls in our lounge.  As you adjust to the peace and quiet of your luxurious spa treatment, you'll be glad that you did.

Vivian's will be happy to accept returns on any unopened products, and you will receive a full refund in cash (with a receipt) or store credit (without a receipt). 

• First and most importantly, our gift cards do not expire.
• Gift cards may be redeemed for services and products.
• This may sound obvious, but a gift card is always worth the dollar amount paid.  This rule applies if someone purchases a specific spa service as a gift on the gift card, and then the recipient would like to change the type of service received.  For example, if you're given a facial, but you'd prefer a pedicure, we can accommodate your request.  The recipient can use the dollar amount on the gift card towards the services and products of their choice.
• Gift card amounts may be redeemed towards tips, but gratuities are not automatically included when purchasing a gift card.  Confused?  Let's say you are purchasing a gift card for a friend for a 60-minute massage.  If you would like to include the tip amount in addition to the cost of the massage,  you may do so at the time of purchasing the gift card.
• Gift cards may not be redeemed for cash (nice try, though).  Lost or stolen cards may not be replaced (so keep your eye on 'em!)

We know that teens and tweens might like a little pampering too.  We have policies in place to ensure the comfort and safety of all of our guests.

• Spa guests under the age of 16 MUST be accompanied by an adult and must be in the spa to receive a service.

The following guidelines are also in place for our junior guests:

In a word, yes.  Medications and health conditions can impact factors ranging from how much pressure your massage therapist will apply to the types of serums your aesthetician will use during a facial.  Please inform us of any health concerns you may have, including: pregnancy, medical conditions, injuries, medications (be sure to include acne or skincare medications), high blood pressure, or recent surgeries.