Facility FAQs

You will have a dedicated Customer Success Manager and an onboarding team to support your transition. Your Success Manager is tasked with ensuring you have everything you need to maximize your business. Recruitment and Marketing needs can be relayed through your Customer Success Manager to our internal team. Our Support Team is available Monday-Saturday to assist you with any questions or concerns you may have.

Spa Space does not currently offer a point of sale for retail. This is a requested feature that we do plan to prioritize for our Partners. This feature will allow for compensation of product sales to incentivize Professionals to sell retail.

Our goal during your transition is for you to experience as little turnover as possible. While it is possible that not every Provider will want to join Spa Space, our compensation and education is designed to increase adoption of the platform. 

While we transition the Professionals who do want to join Spa Space, our Recruiting Team will also be recruiting talent outside. Current Spa Space Professionals who are on the platform at different Facilities will also have the opportunity to open up their schedules at your location, increasing coverage.

All Spa Space Wellness Professionals are thoroughly vetted prior to being approved. We run a background check, verify their license and check their insurance. 

Once vetted, all Professionals are required to go through a Practical Assessment and Interview with one of our Lead Professionals to ensure their skills and demeanor are a fit.

Spa Space has a set of standards it requires from its contractors. Outside of our standards, you are able to communicate your Facility’s brand standards to each Provider that selects to work at your Facility. 

This is a partnership. Spa Space provides the platform and the Professionals. Our partners provide the beautiful spaces and culture that our Professionals want to work at. We expect our Facility partners to provide safe, clean and welcoming facilities for our providers. Creating a sense of community and team, and having open and healthy dialogue with the team of providers at your facility will be paramount to your success.

Professionals set their own schedules for Spa Space. One of the main draws of Spa Space is the flexibility it allows its Professionals. Once a provider opens their schedule and is booked in for appointments, we do require they honor all appointments. Spa Space providers are also prohibited from changing their schedule within 24 hours of their scheduled shift, in order to prevent day off call outs and cancelations. 

Spa Space’s Recruitment department is solely dedicated to acquiring the best talent in your area. Our goal is a minimum of 100% Provider to resource coverage for you.

Your Customer Success Manager monitors your coverage levels and proactively works with Recruitment and with you, to address any challenges in staffing.

Your guests should be minimally impacted by your adoption of Spa Space, and the guest experience should be enhanced by their new customization. 

During your initial transition, previously booked guests will need to provide their payment information for their initial service on Spa Space. After that initial service, Spa Space will retain that information.

Your appointments will need to be exported from your current system and mapped to our Import template to ensure all of the information is properly transferred. We recommend importing the appointments 3 days prior to your launch.

Your Facility should be empowered to handle any guest issue as they have in the past. 

For guest issues related to the website or a specific Provider, Spa Space Support can field any questions and help navigate the issue directly with the guest.

Professionals are required to honor their scheduled appointments and cannot change their schedule within 24 hours of their scheduled appointment. If an emergency happens and your provider is unable or unwilling to show up for their appointment, contact Spa Space Support and they will assist you with getting in touch with your Provider and seeing if another Provider can be available. 

Professionals have access to Spa Space Support as well as our HR department to answer any questions or concerns they may have. Support can be reached via phone or email, 7 days a week is available Monday through Friday, 8am to 6pm EST. 

We do also encourage you to have open dialogue with the team of Professionals working at your facility.

Spa Space Support should be contacted in order for the team to investigate the situation and determine the best course of action with the Provider. A request for a discount or complimentary service may be requested from Spa Space. It is our aim to keep our guests and facilities whole if there is an issue with one of our Professionals.

The growth of the Spa Space network in your area allows for a larger pool of Professionals to work at your Facility. As new Facilities join the network, Spa Space heavily recruits and brings on new providers in the area so we do not cannibalize the market.

Professionals can currently only choose to work at one Facility at the same time. However, if the Provider wants to work at more than one Facility throughout the week or month, they are able to do so.

Spa Space’s terms and conditions require all professionals to maintain a current state license and professional liability insurance. Spa Space expects pros to be professional and courteous, practice good hygiene, be punctual and essentially, “leave no trace”.

Spa Space uses automation to verify each applicant’s credentials; including technical licenses, and professional liability insurance. Spa Space requires a criminal background check and hands-on practical evaluation with an appointed lead Pro.  Applicants who do not have active licenses, a clean background check, and valid liability insurance are not accepted into the Spa Space network..

Once approved, professionals are directed to Spa Space’s Knowledge Base, which offers a library of tutorials on how to use and navigate the software. Spa Space hosts webinar training as an additional resource for education and demonstrations. At the facility level, lead pros ensure new contractors understand brand standards, safety, and sanitation.

Spa Space monitors license and insurance expirations. Spa Space notifies a professional whose credentials expire within 60 and 30 days. Professionals must provide renewed credentials, or their account will be blocked until their information is updated.

Spa Space monitors license and insurance expirations. Spa Space notifies a professional whose credentials expire within 60 and 30 days. Professionals must provide renewed credentials, or their account will be blocked until their information is updated.

We ask pros to dress professionally and comfortably, and typically in all black.  If a Facility has specific requirements for Pros, this can be communicated by the Facility on their profile, as well as during the welcome to your new Pro.

If a professional demonstrates behavior that is not acceptable, or seems to not be the right fit, escalate this matter to your Customer Success Manager. The Customer Success Manager will involve the Spa Space Human Resources Department to determine the appropriate course of action.

You will no longer need to process payroll for your Providers. Spa Space Providers are compensated in real time via Stripe.

Spa Space collects 100% of service revenue collected from guests. Spa Space pays merchant fees. Spa Space pays Providers in real time. You receive a net Facility percentage.

With Stripe, you can get paid in real-time, like our Wellness Providers. Payments are collected from guests and our software calculates your net percentage and pays it out within 24 hours. There is no need for invoicing or end of month reconciliation.

When viewing your connected account in Stripe,  you can click on a line in “Activity” to then view the details for that day’s transactions.  The “initiated” day represents the day the service was provided and the “estimated arrival” date is the day the funds will be available in the service provider’s account. 

In order to keep things simple and streamlined, Spa Space does require facilities to connect with Stripe.

Complimentary services are handled via a promo | discount code in Spa Space. The full cost of the comp service is the responsibility of the discounting party.  Therefore, complimentary services you would like to give out to guests or your team are tracked via your promo code and the full cost of service is reduced from your overall payout. 

Promo codes are created by our Corporate Support Team. During the discovery phase of onboarding, you will be able to communicate any of your code needs, so our team can securely create these codes for you in Stripe. 

Promo codes can be created to be internal only or customer-facing. Customer-facing promo codes can be customized to be limited to certain customers (connected to their emails), first time customers, minimum order values, expiration dates and redemption limits. 

Promo codes can be created to meet your needs. If you would like to have codes used only locally at individual Facilities, we can accommodate this. If you would prefer codes that are used across your collection, or a combination of the two, we can identify these needs during initial discovery and build them for you accordingly. 

Existing gift cards can be imported into Spa Space using our Gift Card Import Template.  Once the template is received, the gift cards will be added to the software and redeemable by your guests using their original gift card code. 

Spa Space e-gift cards can be purchased via the Spa Space website. If you would like to have a branded gift card added, you can indicate to our Marketing team the imagery and logo that you would like to be included. 

For our hotel partners, we are able to accommodate room charges the same way we take care of complimentary services. If you are interested in an API integration with your Hotel PMS software, custom integrations are available through our Development team.

Refunds must be processed within in order to have accurate reporting, as well as ensure any compensation to Providers is refunded as well. The processing of the actual refund will need to take place wherever the guest’s credit card was actually charged (outside of Spa Space). 

No. You will be responsible for paying merchant fees on any transactions that are passed through Spa Space as non-cash to the system. 

At this time, Spa Space is unable to accommodate deals such as Groupon or TravelZoo. 

Each Facility will have access to several facility reports designed to provide the insight and analysis needed to run your business. 

1. Facility Financial Manager Report is designed for the manager of the Spa Facility to gain insight into the performance of the spa, project upcoming revenue, and utilize it as an End of Day or End of Month report. 
2. Facility Financial Accounting Report is designed for the Accounting department of the Facility to gain insight into the performance of the spa and to reconcile their books
3. Facility Payments Report is designed for the Accounting department to reconcile comps and discounts that will be deducted from their portion of the revenue share.

Yes. Custom reports can be created at an additional cost.