Guest Care

We recommend booking your experience in advance to secure your preferred spa destination, therapist and appointment time.

A valid credit or debit card may be required to secure your reservation. Your card details are stored securely and will only be used in accordance with our cancellation policy.

Appointment confirmations and reminders will be sent via SMS and/or email prior to your visit.

To fully enjoy your Stephanies® experience, we recommend arriving 15 minutes before your appointment. This allows time to complete your consultation, change into your spa robe where applicable and begin your relaxation journey.

Should you arrive after your scheduled appointment time, we will always do our best to accommodate you. To avoid inconveniencing other guests, treatment times may need to be adjusted and the full treatment fee may still apply.

Your comfort, safety and wellbeing are at the heart of everything we do. Please let our Spa Concierge know before your appointment if you:

• Are pregnant or breastfeeding
• Have allergies or sensitivities
• Have recently undergone surgery or cosmetic procedures
• Have a medical condition or injury
• Are taking medication that may affect your treatment

Following your consultation, your therapist may recommend modifying your treatment to ensure the safest and most beneficial experience.

We are delighted to offer a selection of treatments designed specifically for expectant mothers. As some treatments may not be suitable during pregnancy, our Spa Concierge will happily recommend experiences appropriate for your stage of pregnancy.

Stephanies® welcomes all guests. If you require additional assistance or have accessibility requirements, please let us know when making your reservation so we can ensure your visit is as comfortable and enjoyable as possible.

Complimentary or discounted parking is available at selected Stephanies® spa destinations.

Guests visiting our Spa Retreat at Sofitel Brisbane Central and enjoying spa experiences of three hours or more will receive complimentary parking validation courtesy of Stephanies®. Please present your parking ticket to our Spa Concierge before departing.

For Ocean Spa at Peppers Noosa Resort & Villas, daytime entry is via Viewland Drive. When departing after 6 pm, please exit via Little Hastings Street. Complimentary parking is subject to availability.

Whether celebrating a special occasion, hosting a corporate event or enjoying time together with friends or family, our Spa Concierge will be delighted to assist. Group reservations may require a deposit and are subject to separate booking and cancellation conditions.

Every Stephanies® experience begins with a personalised consultation, allowing your therapist to tailor your treatment to your individual needs, preferences and wellness goals. Throughout your visit, our team is committed to delivering exceptional care with genuine warmth, professional expertise and thoughtful attention to every detail.

What to Wear
For body treatments and spa rituals, robes, slippers and towels are provided for your comfort. We recommend wearing comfortable clothing and leaving jewellery and valuables at home wherever possible.

Our spas have been thoughtfully created as places of peace, relaxation and restoration. To preserve this tranquil environment for everyone, we kindly ask guests to speak quietly, keep mobile devices on silent and respect the privacy of fellow guests while enjoying our spa facilities.

Mobile Phones and Photography
To protect the privacy and comfort of all guests, photography and video recording may be restricted within treatment rooms and relaxation areas.

Young Guests
To maintain the peaceful atmosphere of our spas, guests under 16 years of age should be accompanied by a responsible adult unless attending a booked treatment. Certain treatments have minimum age requirements.

Personal Belongings
Whilst every reasonable care is taken, Stephanies® cannot accept responsibility for the loss, theft or damage of personal belongings brought onto our premises. We recommend leaving valuables at home wherever possible.

Guest Comfort and Safety
To ensure every guest enjoys a relaxing, respectful and safe environment, Stephanies® reserves the right to refuse or discontinue treatments where behaviour is inappropriate, unsafe or where a treatment is considered unsuitable based on health, safety or wellbeing considerations.

Appointments are reserved especially for you. Should you need to cancel or reschedule your appointment, we kindly request a minimum of 24 hours' notice.

Appointments cancelled with less than 24 hours' notice, unattended appointments or no-shows may incur a cancellation fee in accordance with our booking policy.

Share the gift of relaxation, beauty and wellbeing with a Stephanies® Gift Card. Our Gift Cards are:

• Valid for 3 years from the date of issue unless otherwise stated.
• Available instantly via Email or SMS.
• Available as beautifully presented Gift Cards delivered by post.
• Available for purchase at any Stephanies® spa destination.
• Redeemable towards eligible spa treatments, retail products and experiences.
• Non-refundable and not redeemable for cash.
• Treated like cash. Lost, stolen or damaged Gift Cards may not be replaced.

Promotional Gift Cards may be subject to additional conditions as advertised.

Throughout the year, Stephanies® may offer exclusive Seasonal Experiences, limited-time promotions and curated wellness packages. Unless otherwise stated:

• Promotions cannot be combined with any other offer, discount or voucher.
• Offers are subject to availability.
• Promotional pricing cannot be applied retrospectively.
• No rain checks are available.
• Selected treatments, Crystal Collections, retail collections and Gift Cards may be excluded.

Our therapists are passionate about helping you achieve long-term skin health and wellness and may recommend professional homecare products tailored to your individual needs. If you have any concerns regarding your purchase, please contact us so our team can assist you.

Nothing within these policies excludes your rights under the Australian Consumer Law.

The Stephanies® Crystal Collections are prepaid wellness collections designed to support regular self-care. Choose from Rose Quartz, Aquamarine or Amethyst, with benefits and inclusions specific to your chosen Collection.

Crystal Collections, treatment programs and prepaid packages are subject to their individual terms and conditions. Unless otherwise stated:

• Benefits are non-transferable.
• Expiry dates apply.
• Crystal Collection benefits cannot be exchanged for cash.
• Promotional offers may not apply.

Please refer to the terms provided with your chosen Collection or treatment program for credit validity, eligible purchases, privileges and any exclusions.

Your personal information is collected and managed in accordance with our Privacy Policy and is used solely to provide exceptional guest care, manage reservations, process purchases and communicate information relevant to your experience.

Every guest is welcomed with genuine care, professional expertise and thoughtful attention to detail. From the moment you arrive until your experience concludes, our team is committed to creating a personalised journey that nurtures your wellbeing, respects your individual needs and delivers the exceptional standard of care for which Stephanies® is renowned.

If there is anything we can do to enhance your experience, please let us know. We value your feedback and will always do our best to make your visit memorable for all the right reasons.

Whether you're joining us for a relaxing massage, an advanced skin treatment, a luxurious spa ritual or a special celebration, our team looks forward to welcoming you to Stephanies®. If you have any questions before your visit, our Spa Concierge team is here to help.

• Phone — 1300 DAYSPA (1300 329 772)
• Email — reservations@stephanies.com.au
• Online — www.stephanies.com.au

By making a reservation, purchasing a Gift Card, shopping online or visiting any Stephanies® Luxury Spa destination, you acknowledge that you have read and agree to these Guest Care & Policies.

Stephanies® operates five luxury spa destinations across Queensland, each with its own unique character:

• Urban Spa — Bulimba, Brisbane
• Spa Retreat — Brisbane City
• Ocean Spa — Noosa
• Vintage Spa — Cleveland
• Mountain Spa — Clear Mountain

Our Collective HQ in Morningside is home to our central operations, concierge team and online order fulfilment.

Explore all spa destinations to find your nearest location.