Please always arrive 10-15 minutes before your booking so you can get started on time, we may not have the flexibility to shift your booking!
Do you have HICAPS?
Yes! For our remedial customers can claim their rebates upfront using our HICAPS system. All you will pay is the gap as per your health plan. Please mention you would like to use your health fund at the time of booking as the correct therapist needs to be allocated to your booking. Please note, occasionaly we will need to issue a manual receipt if HICAPS is having some problem processing the transaction.
Can I Use HICAPS For Package Bookings?
Unfortunately the answer for this is no. HICAPS is for the use of single session treatments with specialist therapists for Remedial massage. These treatments will include a health consultation and remedial advice if you have any injuries. Our packages are great value and have large discounts built in, please save your HICAPS rebates for single session treatments.
Are your staff Japanese?
Yes, most of our staff are Japanese female professionals (male Japanese Shiatsu and Seitai therapists are also working with us), trained in modalities such as shiatsu and Seitai massage and Japanese Beauty treatments. Many of our Japanese background staff also combine this with Western training in remedial and deep tissue massage producing a truly unique experience when you visit Sakura Lounge.
Confirming your booking
Once you have made your booking with us you should receive an SMS reminder a few days before your booking is due. Pease supply us with the best mobile phone number to send your reminder to. If you do not receive your SMS reminder or there is an error in the booking time or date please call us ASAP to correct the problem. If we do not hear from you after we send your SMS reminder we will assume that your booking is confirmed and final. This booking is secured for your treatement.
We welcome anyone giving us a quick call or email just to check your booking is 100% correct. We strive to have procedures in place to detect errors and correct them to ensure our customers are always happy but from time to time our reception gets extremely busy and there can be some miscommunication or human mistake made. A quick phone call to check your booking can rectify this in advance of your booking.
If you have booked a large group booking (3 people or more) we will contact you 4 days before your booking for final payment and to confirm your booking. Cancellations or re-schedule are not allowed from this point. Large groups enjoy a large part of our SPA and other bookings cannot be made once you have secured your booking, hence the need for this policy so we can provide this service for large groups.
How do Deposits Work?
For any booking over $145 (this includes all packages) we will ask for a deposit. This can be paid after the date and time is confirmed and agreed with our reception staff to be available for you. Payment of the deposit can be made via credit card over the phone, over the counter at our spa or now you can also pay directly through our website at the bottom of the contact us page. Please note we require credit card details to act as security for the booking.
For single packages or single session treatments which add up to more that $145 the deposit we ask for will be 25% of the total booking.
For 2 person packages (including the great value Friends and Lovers Package) we will ask for 50% deposit at the time of booking. Because of no shows we cannot take your booking without this security.
For group bookings of 3 or more people we will ask for 25% deposit and then final payment 4 days before your booking.
Also for late bookings after 6pm (Tues-Thurs) we are only open by appointment and will take the remaing payment for your booking from your credit card on the day of the booking as our reception is closed after 6pm. You will not need to do any payment once you arrived as it will be processed already. Please note cancellations are not refundable on the day of your booking.
Please note gift vouchers can act as cash when placing deposits, just quote your voucher number at the time of securing your booking.
Cancellations or Rescheduling Bookings
For large bookings that require a deposit these bookings are final on the day of the booking. Customers may cancel or reschudule a booking with 72 hours (3 days notice) with no penalty. Please note we need this amount of time to try and re-fill your spot which has been allocated to you or your group. In the last 3 days any cancellations will lead to a loss of deposit and in the final day of your booking 100% of the booking will be charged to your credit card or gift voucher if you cancel at this short notice or do not show for your appointment. We try and be as flexible as possible but need this policy to help keep our prices competive and be fair to staff who are allocated to your booking.
Pregnancy Massage - Please tell us if you are pregnant!
Sakura Lounge & SPA has specialist trained pre-natal therapists who can be allocated to your booking either in a single session or package. We do not perform pregnancy massage in the first trimester however.
We cannot guarantee a therapist will be available if you haven't told us you are pregnant at the time of booking which may lead to us having to shorten or modify your booking on the day.
For package bookings, only the Head to Toe Package, SPA Party or Friends & Lovers Package (with pregnancy massage) is considered appropriate for a pregnant woman.
We will not perform any body treatmetns for pregant women.
Large Group Bookings
When you have booked for a large group (3 people or more) we require that there is only one single payment of the treatments which needs to be finalised 4 days before your booking. Our receptionist will contact you to arrange final payment at this time either over the phone or from the credit card you supplied for you deposit. At this time you can confirm any detail of your booking or make adjustments as after this time the booking is final and the SPA and your therapists will be allocated and arranged for your booking.
This will also save an undue amount of time processing your group (which may also include filling out client forms) and delays in starting your treatments. Please note the booking is between Sakura Lounge and the person making the booking and we are unable to follow up other people in the booking for payment or if they have not arrived for the booking. The credit card supplied to make the booking acts as security for the entire booking.
We always ask you can arrive 15 minutes before your booking to get started on time as we may not be able to shift your finish times if there are other bookings after your one.