Has your spa adjusted its cancellation policy as a result of COVID-19?
Cancellation Policy Adjusted
74%
82%
70
26%
Yes
All Spas
18
30%
No
Day Spas
Resort/Hotel Spas
Please describe the changes made to your spa's cancellation policy below.
The overwhelming majority of respondents said that their spas were waiving all fees and penalties for
guests who cancel due to illness, recent travel abroad or other COVID-19-related concerns, even when the
cancellation request was made close to the appointment. In most cases, a guest simply mentioning
concerns about coronavirus or COVID-19 was all that was required for fees to be waived, but several
respondents noted that their spa’s cancellation policies had been suspended altogether, regardless of the
guest’s reasoning.
A small number of responses mentioned that cancellation fees were still being charged to guests who
didn’t show up for their appointment and didn’t call to cancel or reschedule the visit.
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