A guest is visiting a spa for the first time on Saturday. On Friday evening, they have questions: What do I bring? Do I need a swimsuit? What time should I arrive for a 10am treatment? Can I use my phone? Is there parking? They feel slightly silly asking, and the confirmation email only gives the time.
Pre-arrival questions are simple but important. Answering them makes the visit calmer for everyone.
What guests ask
- What should I bring?
- Do I need a swimsuit?
- Are robes, towels and slippers provided?
- What time should I arrive before my treatment?
- Can I use my phone?
- Is there parking?
- Can I eat before my treatment?
- What happens if I'm running late?
Etiquette questions
First-time guests are often unsure about spa etiquette:
- Is it quiet in the relaxation areas?
- What do I wear in the thermal suite?
- What do I do between treatments?
- Is tipping expected?
Example conversations
These scripts use information a spa might publish. Your answers should come from your own pages.
Guest: What should I bring for my spa day? Assistant: The "your visit" page recommends bringing swimwear for the pool and thermal areas. Robes, towels and slippers are provided, along with toiletries in the changing rooms.
Guest: What time should I arrive for a 10am massage? Assistant: The page suggests arriving 20 minutes before your treatment to check in, change and complete a short health form.
Guest: Can I use my phone in the relaxation room? Assistant: The relaxation areas are phone-free to keep them calm, as the guest guide explains. There are lockers in the changing rooms for your belongings.
A "your visit" page
One page covering arrival, what to bring, what is provided, etiquette and practical details answers most questions. Link it from booking confirmations. Anticipating questions before guests ask is described in proactive support: answering questions before customers ask.
Health forms and questions
Many spas ask guests to complete a health form. Explaining this before arrival avoids surprises. Health questions themselves need the spa team, as described in health questions before spa treatments and where to draw the line.
Running late and parking
Guests who are stuck in traffic want to know whether their treatment will still go ahead. Explain the late arrival policy clearly: whether treatments are shortened, whether they can be moved and how to let the spa know. Parking and directions matter too, especially for spas in hotels or country estates where the entrance is not obvious. A short note with the postcode, the right entrance and where to park prevents flustered arrivals that spoil the start of a relaxing day.
After the treatment
Guests also ask what happens afterwards: whether they can stay in the thermal areas, whether lunch is served at a set time and when they need to leave. Answering these helps guests plan the whole day.
Package details
Guests who have booked a package often ask again what is included. Package information is covered in spa day enquiries that need answers before booking.
International guests
Hotel and resort spas serve guests from many countries, who may have different expectations about etiquette and swimwear. Answering in their language helps, as described for hotels in multilingual guests and the questions they ask before arrival.
Answering at any hour
SpideyChat for spas and wellness centres answers pre-arrival questions from your own pages at any hour, in the guest's language.
A calmer first visit
Write a "your visit" page covering arrival, what to bring, what is provided and etiquette, and link it from every confirmation. Try SpideyChat on your own site, or read about answers on the features page.