FAQ, spa etiquette, & information

FAQ

 

What forms of payment do you accept?

ROCA Salon & Spa accepts VISA, MasterCard, American Express, Discover, cash, and personal checks under $150.  

 

Why was I asked for a credit card number?

Upon making your reservation, we require a valid credit card number to hold any service valued at $150 or higher, or for multiple services.  Your card will be verified, but will not be charged except in the case of a no-show or cancellation within the 24-hour time frame.  We are PCI compliant, and your credit card number is safely encoded. Same-day no-show or canceled appointments may be charged up to 100% of the scheduled service fee.

 

What if I have to cancel or reschedule?

Your reservation is confirmed via emails and/or SMS text messages or by phone.  As a courtesy, if you must cancel or reschedule your reservation, please provide a 24-hour notice so we may offer the time to another guest.  

 

We reserve the right to charge a fee for same-day rescheduled or canceled reservations or "no-show" appointments.  Spa packages, hair extensions, and keratin smoothing treatments require a 48-hour reschedule notice.  We reserve the right to require pre-payment for services scheduled for those with a no-show appointment history.

 

How are gratuities handled?

Your service provider performs their services with the intent to go above and beyond your expectations.  Gratuity is not expected but is much appreciated.  

 

If more than one Associate Stylist assisted with your service, we recommend gratuity only for the intern who performed your blow-out.

We will change a bill for you to leave cash gratuity, or you may write a personal check directly to your service provider.  We request you use one of our convenient gratuity envelopes for cash or check gratuities and place it in the box provided.  Of course, gratuities may be added to your credit card or check, which will be delivered to your service provider in their payroll check.

 

What if I'm running late?

Your service will begin and end promptly at the scheduled time.  If you are running late, please call to notify us, rather than by text or email.  We may be unable to give you the full service time. However, we will do our best to accommodate you, and please understand that your appointment may need to be rescheduled or adjusted so that we stay on schedule for the convenience of other guests.  

 

For spa services, we ask that you arrive 15 minutes prior to your scheduled appointment time to allow time to fill out any necessary consultation or consent forms, and to change into a spa robe and slippers.  Arriving late will possibly interfere with your treatment, making it not as effective or therapeutic for you.  Treatment times are not extended based on late arrivals.  

 

What if my service provider is running late?

If for any reason, your service provider is running more than 10 minutes late, you have the option to reschedule, or you may choose one of the following complimentary services to use either same-day or with your next reservation:

- - 10 min. Chair Massage

- - Express Manicure

- - Daytime Makeup Application

- - Brow Shaping

 

What is the return policy for products?

To ensure your satisfaction, you may return any product for exchange only within 30 days of purchase.  Styling tools are final sale, with the warranty provided by the manufacturer.

 

What should I do if my service expectations were not met?

ROCA Salon & Spa has an outstanding reputation for delivering superb service.  However, there may be that occasion where either a miscommunication occurred, or a service provider was simply unsure of how to achieve the desired results.  

 

Please know and understand that we need to hear about these types of situations.  Your feedback allows our stylists, massage therapists, nail tech, and estheticians to continually grow as professionals.  In nearly every situation, the issue can be easily resolved once the service provider better understands your expectations, or by having you express your expectations to a different service provider so they may help you achieve the desired results.

 

Therefore, please let us know about any problems immediately, either in person or by calling the front desk and asking to speak with a manager, who will happily rectify the situation.

 

May I return a gift card or eGift certificate?

ROCA Salon & Spa gift cards and eGift certificates are non-refundable and not redeemable for cash.  However, we will gladly transfer the ownership of the card for you.

 

May I use my cell phone or pager?

We ask that all cell phones, pagers, and electronic devices be turned off before entering the spa solarium, and to set to vibrate only during salon services.  Speakerphones are not permitted within the building.

 

May I bring my child to wait quietly during my service?

We kindly request that you arrange care for all children under the age of 10 who are not receiving salon or spa services, as unsupervised children under the age of 10 are not permitted.  Children under the age of 16 are not permitted in the spa area unless they are receiving a spa treatment.  

We openly use numerous hot electrical appliances and chemicals in the salon which could cause harm to children who are not supervised.  If your child uses an electronic device for entertainment purposes (i.e. handheld game, smartphone, etc.), we request that the sound be turned off or that you supply headphones.

 

Do you accept "walk-ins"?

We take walk-in appointments based on space availability but recommend that appointments are scheduled in advance to reserve the date/time of choice.  If you have specific requirements regarding the person you’d like to see, your talent level requirements,

and when you’re able to come in, please schedule your appointments as far in advance as possible.

 

 

Online Reservations Policy

 

As a courtesy, we request a 24-hour notice if you must cancel or change your reservation so we may offer the time to another guest.  A valid credit card is required to be kept on file to reserve your appointment(s). You will be charged a small percentage of your booked session which will be deducted from your total bill at the time of your services.

 

If you fail to contact us to cancel or reschedule your services  24/48 hours before the appointment date and time, you authorize ROCA Salon & Spa to charge your credit card for up to 100% of the total costs of missed services. By continuing to place a reservation online you agree to the terms of our Cancellation Policy. You may cancel or change your reservation online up to 24 hours prior to the reservation time. To cancel or change your reservation within 24 hours of the scheduled time, you must call and speak with a Guest Experience Expert, 816.531.8018 and a 50% cancellation fee may be applied.

 

Please note:  Spa packages, hair extension appointments, and keratin smoothing treatments require a 48-hour reschedule notice.

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