We want you to have an exceptional experience each time you visit The Spa at West Glen or Koch Facial Plastic Surgery & Spa. We will do everything we can to help you feel relaxed, comfortable and at ease. Below are some common questions that many people have asked. If your question isn’t answered here, please do not hesitate to ask us.
Q: What is the cancellation policy?
A: Please note our 48-hour cancellation policy. At the time of scheduling, you will be asked for a credit card of gift card number to secure and reserve your appointment. If an appointment needs to be cancelled, we ask that you provide a 48-hour notice as a courtesy to our technicians and our other guests, otherwise you will be charged.
Appointments must be reserved with a credit card number or the number on a gift card. Your credit card will not be charged prior to your arrival. Your credit card will only be charged if you fail to show for your scheduled appointment without cancelling in accordance with our policy. Please keep in mind, the full service(s) costs will be charged for any late cancellation or no-show appointments.
Q: What do I need to do the first time I visit The Spa?
A: Please arrive 20 minutes prior to your scheduled appointment to allow additional time for check-in and to ensure you receive your full service. Should a situation arise that makes a late arrival unavoidable, please contact The Spa immediately. Arriving late may limit your treatment time or may result in rescheduling your appointment. Upon arrival we ask that you be courteous to other guests and kindly turn off all mobile devices.
Q: What do I need to know about making an appointment?
A: Please try to make your appointment at least 10 days prior to your desired appointment date by calling 515.277.5555 or 515.225.2642. We will always try to accommodate your last minute needs, but we don't want you to be disappointed.
Q: How early should I arrive for my appointment?
A: Please arrive at least 20 minutes prior to your appointment. It is our goal to provide you with the best service possible, and we want you to get the full benefit of your appointment.
Q: What if I am running late?
A: Please note that your late arrival will determine the length of your treatment. Your service will end on time so that the next guest is not delayed. If you are more than 15 minutes late, you may need to reschedule.
Q: What if I need to cancel my appointment?
A: If you need to cancel your appointment, please call at least 48-hours in advance.
Q What do I need to bring?
A Please dress comfortably when you come to The Spa. And, because our environment is intended to be a tranquil and stress-reducing experience, we do ask you to leave cell phones, pagers and laptop computers at home or turn them off before entering The Spa.
Q: Is there anything I should or shouldn’t do before coming to The Spa?
A: It’s good to keep a few things in mind:
* Try to avoid the sun on the day of treatment and, in some cases, the day after.
* Drink plenty of water before and afterward, especially if heat therapy is part of your experience.
Q: Should I tell someone if I have any special physical conditions or allergies?
A: Yes, please inform us when scheduling your appointment if you have any special needs. We will be happy to accommodate you in any way so you may have a pleasant experience. If you are pregnant, have a heart condition, or have high blood pressure, services that include application of heat are not recommended. Please consult your physician first.
We also ask that you tell your aesthetician if you are wearing contact lenses when you have an appointment for a facial.
Q: Do I disrobe entirely for my treatment?
A: That is your choice; we want you to feel relaxed and at ease. You may want to be partially clothed or totally au natural under the massage sheet—it’s completely up to you. Our professionals take great care in ensuring your privacy, and all body treatments are done dressed to your level of comfort. Generally, you can undress completely. Your therapist will keep your body draped for dry services and only expose the area to be worked upon. If you feel more comfortable leaving your undergarments on, that's fine too. Or we have disposable undergarments available upon request. During wet services, such as body scrubs and wraps, you will not be draped in order to reap maximum benefits. Swimsuits are optional for these services.
***Changing into a robe is optional for all services. We respect that this is part of the spa experience for some, and unnecessary for others. Please let us know your preference upon check-in.
Q: May I ask my therapist to make adjustments for my comfort?
A: Absolutely. This is your treatment and we want you to enjoy the experience. If you would like the room temperature adjusted, the music volume raised or lowered, or a change in the amount of pressure during your massage, for example, please let your therapist know. Your comfort and care is of the greatest concern and priority.
And there's no pressure to talk during a treatment. If you have questions or would like to talk during the session, certainly do so. The staff takes their cues from you. If you're quiet, we will be too.
Q: How do I pay?
A: We accept the following forms of payment: gift cards, cash, check (with photo ID), Visa, MasterCard, Discover, American Express (West Glen only) credit cards, and bank debit cards. Payment in full is expected at the time of service.
Q: Is it customary to tip for spa services? And if so, how much?
A: Gratuities are welcome not just as the obvious monetary reward, but also because tips show gratitude for the therapist’s hard work. While tipping is certainly not required, it is appreciated and shows a direct reflection of your view of the service you received. The customary gratuity for services is 15% to 20% of the cost of the service.
Q: Are men welcome at The Spa?
A: Definitely! Men now account for almost half of all spa customers, and their numbers are spiraling upward quickly. Men appreciate a place where they can unwind, reduce stress and induce relaxation as much as women. Men’s services tend to focus on the therapeutic results that can be achieved from a massage, facial or body treatments.
Q: I'd like to treat my husband to a couple of treatments for his birthday. What treatments would you recommend for men?
A: Most spa treatments are appropriate for either sex, but men typically opt for massages, facials and foot treatments. If your guy is active or athletic, a deep-tissue or hot stone massage is a good fit. For those who simply need to de-stress, a classic Swedish massage does the trick.
For skincare, we offer a gentleman's facial geared for the special needs of a man's skin.
Q: At what age is it appropriate for teenage children to start having massages and beauty treatments?
A: Children are never too young to learn grooming and healthy habits. Some of our services, such as a manicure or a pedicure, could be a fun introduction. We do need to respect those clients who want to have their experience in a child-free environment and we must insist that children always be supervised during treatments and while visiting The Spa.
More and more teens are enjoying treatments, perhaps because of their parents' example and also because spas are good at providing solutions to specific teen concerns, such as acne problems, and the value of massage for sports injuries.
Q: How often should I have a massage?
A: Massage therapy increases circulation, thus is nourishing to the entire body. Massage also promotes the release of by-products such as lactic acid, which is one of the causes of stiff and sore muscles. We recommend one weekly massage for health maintenance and to counteract the effects of daily stress.
Q: How often should I have a facial?
A: Our licensed, clinical aestheticians will recommend a specific treatment and product regimen for you at your request. Normally, facial clients return ever 4-6 weeks for optimum skin maintenance and nourishment; twice monthly for specific treatment programs and to counteract the effects of daily stress.