Hilton Garden Inn San Juan Condado

Our Policies

Appointment Time: Please allow at least 15 minutes before your scheduled appointment to check in for your treatments. To maximize your spa experience, we suggest arriving at least 45 minutes in advance to change to spa attire, use facilities and relax before your treatments. If you arrive late, your treatment time will be adjusted accordingly to avoid delays with next scheduled spa guest.

Cancellation: If you are unable to keep your appointment, please notify us 12 hours in advanced by telephone during operating hours to avoid reservation charges at full price. For all couple’s spa treatments, a 24-hour notice will be appreciated the same way. For special events and groups over three people a 72-hour notice also applies.

Check-In: Upon entering the spa please check in at the reception desk to complete our personal profile form. It must be completed in order to receive any treatments at the spa. Present your Gift Certificate and any other offer, voucher, discount or coupon at this time.

Spa Procedures: Once registered, you will receive a personal spa agenda, locker key, robe, towel and sandals for use during your visit. Valuables should not be brought into the spa as we are not responsible for lost or stolen items. Use of cellular phones, cameras and recording devices are strictly prohibited. Undergarments are your choice. Upon request we can provide ladies with disposable underwear for massage therapies or waxing services. Your assigned spa therapist will cover you at all times and uncover the areas to be worked on during treatment. We recommend taking a shower before and after the use of these facilities. Spa robes, sandals and towels are spa property and must remain inside the facilities at all times.

Medical Conditions: Please read carefully posted sauna and steam usage rules before entering. For your safety, do not use sauna and steam if you suffer from any medical condition or during pregnancy.

Payment: When you are ready to leave the spa, please proceed to checkout desk with your locker key, robe and sandals to settle your account. Please complete a comment card. We have a non-refundable policy and all sales for treatments. Series and Gift Certificates are final. We accept cash, ATH, ATH Móvil, Visa, Mastercard, American Express, Discover Card and Room Charge. Gratuities are not included in the prices and are processed at time of payment. Prices do not include taxes and are subject to change without notice.

Spa Guest Ages: Guests under the age of 18 must have written consent from parents or legal guardians should be accompanied by an adult if receiving any facials and massage therapies and are not allowed to use the sauna and steam. Guests under the age of 13 may only receive facials.

Spa Environment: We strive to provide a safe environment for our clients. The use and possession of alcohol and/or controlled substances, including medicinal cannabis, in the spa facility, is prohibited, except for special drinks occasionally offered complimentary to spa visits.

Service animals are the only animals allowed in the Spa.