RESERVATIONS: Arranging spa services in advance is highly recommended. Reservations may be completed through a spa curator or online. Requests for male or female providers are fulfilled upon availability. Walk-ins are welcome with priority to the order of guest arrival. Connect with a spa curator by calling 704.499.6651 or emailing jwcharlottespa@whitelodging.com.

Spa by JW welcomes guests 18 years and over.

ARRIVAL: Guests are encouraged to arrive 30 minutes prior to reservation time to unwind and enjoy the Zen Lounge. For the comfort and convenience of all guests, we provide a locker, robe, and slippers along with grooming amenities.

TIMING: Late arrival may interfere with the length of service time. All appointments are completed as scheduled as a courtesy to the next guest.

PAYMENT: Spa by JW is a cashless experience, accepting all major credit cards for payment. Overnight guests of the hotel may charge spa services to the house account. A 20% gratuity will be added to your final payment for all spa services for the convenience of spa providers. All reservations require a credit card guarantee providing a seamless experience. Gift cards are available for purchase and redeemable for services and retail products.

CHANGES: To adjust, cancel, or reschedule call 24 hours prior to the time of reservation (48 hours on weekends and holidays). Delayed adjustments to reservations or cancellations will incur a charge for the entire amount of the reservation including gratuity. Pricing and hours of operation are subject to change.

DISCOUNTS: All promotions and offers are valid on specified days and cannot be combined with other discounts.

ATMOSPHERE: Facilitating a relaxing and soothing experience for all guests is a top priority. Please respect the right to privacy and a quiet environment for everyone. Silence all cell phones prior to entering spa facilities. Providers reserve the right to refuse or discontinue service to guests demonstrating behavior that is deemed inappropriate or disruptive.

RECOMMENDATIONS: Drink plenty of water to maintain optimal hydration. Allow one hour between your last meal and your treatment. Limit consumption of coffee or alcohol prior to your visit. Shaving within 24 hours of exfoliation service may cause skin irritation, redness, or sensitivity.

Avoid services involving heat or deep pressure if you are pregnant, have high blood pressure, a heart condition, or are recovering from a recent surgery. Please consult with your doctor prior to arrival.

Cancellations/Changes:

A minimum of 24-hours advance notice of appointment cancellations or changes is required to avoid services billed in full. If the appointment is booked within our cancellation window, there will be no cancellations or changes permitted to the appointment. Same day changes, cancellations and no-show appointments will result in the full service charge penalties. All services need to be guaranteed against a credit card.

For peak holiday weekends—such as Valentine’s Day and Mother’s Day—a minimum of 72 hours’ notice is required for cancellations. All reservations require a deposit.

Group Cancellations: 72-hours cancellation policy for parties of 3+ guests.

Deposit & Reservation Policy:

To ensure the highest level of service and availability, a deposit may be required at the time of booking to secure your spa reservation. Deposits are applied toward your service total on the day of your appointment. Deposits are fully refundable when changes or cancellations are made in accordance with our cancellation policy. This allows us to thoughtfully prepare for your experience and honor the time of our dedicated spa professionals.

Gratuity: An automatic 20% gratuity is applied to all spa services. Guests wishing to enhance this gratuity may kindly notify the Spa Curator at checkout.

Spa Attire: A luxurious robe and spa slippers will be provided upon arrival at the spa. Please disrobe to your level of comfort. Undergarments are not necessary but may be worn during the treatment. All staff are professionally trained and licensed to ensure the highest quality of service and integrity. Proper draping techniques are always used to ensure your privacy and comfort.

Age Requirements: Spa services are designed for guests 18 years and older. Guests under the age of 18 are not permitted to receive treatments.

Arrive Early & Unwind: We kindly ask that guests arrive 30 minutes prior to their scheduled service to allow ample time for check-in and relaxation. Late arrivals may result in a shortened service to ensure a seamless experience for all guests.

Digital Disconnect: To preserve a serene atmosphere, please silence mobile devices upon arrival and refrain from phone use in treatment and relaxation areas. For the privacy and comfort of all guests, video recording is strictly prohibited unless prior approval has been granted by the Spa Director.

Quiet Luxury: Soft voices are appreciated throughout the spa to maintain a tranquil environment for all guests.

Health & Wellness Considerations: Guests are kindly asked to advise their Spa Therapist of any health conditions, allergies, pregnancy, or special considerations to ensure a safe and personalized experience.

Service Experience: Your comfort is our priority. Please communicate openly with your therapist regarding pressure, temperature, or any adjustments needed during your treatment.

Special Requests & Preferences: Noted requests made during the booking process—including therapist gender preferences—are subject to availability. Our team will gladly make every effort to accommodate special requests whenever possible.

Day Pass: Local guests must purchase a Day Pass for access to the pool or fitness center. (Mon-Thurs only).

Parking: Valet parking is available for local guests at a Spa Preferred rate of $15. For overnight guests, overnight valet parking fees are automatically charged to your guestroom account.

Boutique Experience: Our spa is a boutique retreat, created to offer a serene and personalized escape. Due to our intimate design, we do not feature larger amenities such as a sauna or steam room. Instead, our focus is on delivering elevated, results-driven treatments in a calm, uncrowded setting where every detail is tailored to your comfort and well-being.