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Frequently Asked Questions

Who will assist me in the selection of my Mexico spa treatments?

The receptionists at our spa resorts in Mexico will consult with you about your desired results and spa preferences in order to assist you in the correct selection and sequence of treatments.

What should I do if I have a health issue?

We would appreciate if you would notify the spa receptionist before reserving your spa treatments. We ask all guests with any health issue to complete our Mexico Spa medical questionnaire.

Should I wear undergarments for my spa treatments?

Please dress in the way that you feel most comfortable. The spa will provide you with garments for body treatments.

Where should l leave my jewelry and valuable items?

Please leave your items of value in the safe in your Mexico spa suite. The spa will not be held responsible for lost jewelry or valuable items. If you forget to remove your watch or earrings, we recommend storing them in the locker assigned to you for use during your world-class Mexico spa experience. Our spa resorts in Mexico feature private men's and women's locker rooms.

What will happen if I am late to my spa appointment?

Arriving late causes the length of your Mexico spa treatment to be shortened, which may result in an incomplete luxury Mexico spa vacation experience.

How early should I arrive to register before my spa treatments?

If you wish to enjoy the luxurious hydrotherapy circuit at our spa resorts in Mexico, we recommend registering one hour before your scheduled treatment time. If you wish to go directly to your Mexico spa cabin to enjoy your luxury spa treatment please arrive a minimum of 15 minutes before your appointment.

Are there any particular suggestions I should consider?

Receiving spa treatments after eating is not recommended, nor is mixing alcoholic beverages with exercise, Jacuzzi, saunas, steam or heat-based treatments. We recommend avoiding sunburn and against shaving your legs before receiving a body exfoliation spa treatment, as either can make your spa treatments uncomfortable. We also suggest wearing a bathing suit and sandals in the world-class spa hydrotherapy areas.

What policies should I follow?

To most fully enjoy your luxury Mexico spa vacation, please avoid: smoking, bringing food into the spa, arriving to your spa appointment under the influence of alcohol or drugs, walking barefoot and using a cellular phone. Entrance to our spa resorts in Mexico is limited to people 16 years of age and older.

What forms of payment are accepted for my spa treatments and services?

Guests of Velas Resorts may charge their spa treatments to their spa resort suites or pay directly at the spa in Mexico where service was rendered. Spa clients not staying at the resort must reserve and pay for their spa treatments with cash or credit card directly at the spa in Mexico at the time of service.

What is the cancellation policy?

All cancellations must be made at least 4 hours before the scheduled appointment time. A charge of 50% of the spa treatment will apply to cancellations made less than 4 hours before the spa treatment.

What will happen if I forget to come to my spa appointment?

If you do not arrive to your scheduled spa appointment, it will be cancelled and you will be charged 100% of your scheduled luxury spa treatment.
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