Dear Valued Guest,

Throughout the pandemic, our team, like other workplaces, has faced many restrictions regarding our ability to provide services. Altitude Spa has encountered staffing challenges during this pandemic and I feel strongly in my commitment to support those who continue to show up and put our guests’ needs at the top of their list. Our team’s focus is to enhance each guest’s experience while representing the values of our spa, along with supporting one another through these difficult months.

I have reconsidered our short notice cancellation, and no-show policy and protocol. In the past, we have been extremely lenient and inconsistent in our response to guests who do not arrive on time, or at all, to their reservations. Our team is paid on commission and the guests who do not show up for their reservations affect the livelihood of our hard-working team. I have made a firm commitment to establish and enforce my short notice cancellation and no-show policy. All short notice cancellations and no-show bookings will result in a 50% charge of the service that was booked and a credit card will be required to make any future reservations. We will be applying a hold on the card for the total amount of future reservations, and should a guest on short notice cancel or no show again, we will be charging the full amount of the reservation. This policy is fair and essential for our team and I hope that everyone will understand the reasoning for this policy. The only exception to this financial consequence is if our dedicated front-end team is able to fill a short notice cancellation for the reserved time. If so, we will not charge the guest who canceled on short notice.

Guests who experience COVID symptoms or receive a positive test result will be exempt from the short notice cancellation consequence but not the no-show consequence.

I would also like to add that due to the increase in the cost of goods during this pandemic, we will have to increase the cost of massages slightly. These new prices will take effect on October 1st, 2021. Please note that these prices will not affect Summit, Pinnacle, and VIP prices.

I want to thank you for your continued patronage of Altitude Spa. Your support has allowed us to provide services to Ponoka and surrounding areas for 11 years now. We are so grateful to you.

With gratitude,

Kim Green
Altitude Spa Owner