FAQs and Spa Etiquette at Urban Spa in Bishop’s Stortford

Spa Etiquette We kindly ask you to respect all spa guests right to peace and quiet. Mobile phones must be switched off at all times and smoking or vaping is not permitted. If you’re unhappy with any aspect of your spa experience, please inform us so we have the opportunity to rectify and resolve any situation that may arise.

TipsNone of our prices include service charge. This is left to your discretion and is greatly appreciated.

Please note: A patch or skin test if required 48 hours prior to some of our treatments so please check when booking.  Please also note that children are not permitted in the treatment rooms or relaxation room.

See below for our Frequently Asked Questions and Useful Information.

When should I arrive for my treatment?


For facial, massage and body treatments please arrive 15 minutes prior to your appointment, to prepare for your experience and enjoy our complimentary refreshments. Please arrive on time for all other appointments; being late will result in us not being able to carry out the full treatment.

What if I have a health concern?


Please inform the front of house team when booking your treatment if you have any health concerns that you feel we should be aware of.

What happens if I am late to my appointment?


Arriving late for your appointment may result in your treatment being cut short, as timings for subsequent clients have to be maintained.

How much deposit is required for treatments?


A 50% deposit is required for any treatment that is booked online or that exceeds one hour to guarantee your appointment.

What is your policy on cancellation of appointments?


All cancellations made without 24hours notice will incur a 100% cancellation charge. A credit card is required to guarantee all spa bookings.

What is your policy on loss or damage at the spa?


We regret that we cannot be held responsible for any loss or damage of your belongings when you visit the spa.

What is your policy on mobile phones?


We ask that all mobile phones be turned off during your visit. This is for your benefit as well as other guests in the spa.

Are Children Allowed in Your Spa Area?


We respectfully ask that children under the age of 13 do not enter the spa area. This is for health and safety reasons and to respect other guests.

What Important information Must I Provide?


Please ensure the details we have for you are up to date and correct. Please also ensure that you tell your therapist if you are pregnant or unwell.

Do You Support Local Charities and Events?


At Urban Spa, not only do we strive to always offer services to a high standard - but we also strive to work with others, for the benefit of our community. Whether this is by raising money for local charities or by holding exciting events to promote our businesses, we try to ensure there is always something that people in our community can get involved in and enjoy.

Do You Offer Gift Cards?


Gift cards are available for all treatments and services. They are an ideal gift and are valid for 12 months from the date of purchase. Unfortunately these cannot be refunded or replaced if lost or stolen.

How Long Are You Courses Valid For?


Courses are valid for 12 months from date of purchase and treatments can only be carried out on production of the course card or voucher.

What do you recommend for homecare?


To continue your facial and body care programme at home all products used during your treatment are available from our spa shop. Please ensure you receive your personal homecare prescription.

What do SP, M, S and T stand for?


The price structure indicates the experience a therapist has within his or her profession, as well as reflecting their individual on-going training and education programme.

The letters relate to SP = specialist, M = manager, S = senior therapist, T = therapist.

Do treatment timings include consultation?


The duration of all facial and body treatment services include the consultation in the timings.

Opening Hours

Monday: 9am-6pm

Tuesday 10am-8pm

Wednesday: 9am-8pm

Thursday: 9am-6pm

Friday: 9am-6pm

Saturday: 8.30am-5pm

Report an issue.

Sometimes website display issues can be fixed with a hard refresh. If this does not resolve the problem, please complete a bug report below.

By submitting this form a screenshot will be taken of this website as YOU currently see it which include sensitive information. You also agree to diagnostic information being taken including but not limited to: Browser type (Chrome/Firefox, IE etc), Operating System and IP Addresss. We may attempt to contact you in order to help resolve the issue you are reporting to us.

Thank you! Our technical team will look at this issue shortly.