COVID-19 Measures and How We Keep You Safe

June 2020

Dear Client,

As you are aware, we closed both spas in March in response to the COVID19 pandemic and we subsequently reopened with very strict policies for hygiene to ensure we protect both you, our client as well as our staff as much as practical and possible. We are now running the spas with almost our full working hours and our opening times are 9am to 9pm daily and Sundays from 10am to 8pm. We are offering all of our services as before and we have added a nice selection of new specials too. We have also introduced Acupuncture as a new service from December 2020.

In order to ensure that we keep you and our team as safe as possible, we have implemented a number of regulations which our staff will follow and which we ask that you also follow. For those that have been visiting us, you have already experienced them and we have received positive feedback on the steps we have taken. We thank you all for your cooperation on these matters and we are so grateful to you all that you have followed our guidelines.

Booking protocols

We will only take people with appointments and will not accept walk in clients. Our guards will be given a list of all clients each day and they will only let people in whose names are on the appointment list. We ask that you book 24 hours in advance to ensure that we can properly organise ourselves and ensure your and our teams’ safety. As we will be staging clients in and out of the spa to maintain social distancing, we may not always be able to accommodate your specific requested times but will do our best to accommodate you. We may occasionally accept bookings the same day but it will be subject to our protocols of ensuring that everyone is spaced out by distance and time and that the booking does not disrupt those rules.

We will continue to send email confirmations to all clients a day before and these emails will include all our new policies. Unfortunately people coming late may be turned away to ensure that we don’t put others at risk.

All our phone numbers and emails are fully accessible by our team so if you wish to make a booking, please contact us through our normal channels

On Premises Protocol

Temperature Measurement.
On your arrival, a staff member will take your temperature and record it. If you have any temperature on arrival, unfortunately we will be obliged to turn you away. Just as our staff will be asked to stay at home if they are feeling unwell, we ask that you also respect this rule. If you do feel unwell please do contact us to cancel and there will be no cancellation fees.

Masks.
All clients must please wear masks on arrival and please do not remove them at any time during your stay with us. Our team will all do the same – we protect you and you protect us.

Wash Basins on Arrival and Departure.
We have wash basins with water and soap outside our spas which must be used by all clients on arrival. Our team will oversee this but please remember this is to protect you and to protect us. Our team do the same and wash their hands between treatments, on arrival and on departure.

Contact Tracing.
In line with the government directive, we do require contact details from all our clients so please could you help our staff with your information so that we are able to get in touch with you if required.

Timeliness.
Our schedule is designed such that people do not arrive at the same time so we ask that you please arrive a few minutes early and leave on time so that we can ensure that no one overlaps another guest. In the event that this does happen, we will ask that people stay back to avoid being too close to other clients.

Escorting you to your treatment location.
We do not wish to have any visitors wait in reception. When you arrive at our spa, our therapist will be waiting for you to escort you directly to your allocated treatment location.

Payments & Receipts.
We no longer accept cash while COVID19 is around and we ask that you please pay by Mpesa as our preferred payment method. It avoids you and us exchanging money. If you wish to pay by credit card if you cannot use Mpesa then the machine will be available. The amount of your treatment will be on your booking confirmation so we ask that on completion, you send the payment from your treatment location and confirm to the therapist that it has been done as opposed to asking people to do this at reception. We will send you your receipt digitally to avoid contact.

Amended bookings during treatments.
As much as possible, we would prefer not to amend bookings in case that puts clients through our common areas at the same time. With that in mind, we ask that you try to choose in advance what you wish to do so we can book you in accordingly. If we can accommodate changes when you are there, we will do this only on the basis that it doesn’t affect our scheduling with other clients to ensure social distancing is adhered to.

Selecting Nail Varnishes in our displays.
We ask that when choosing products such as nail varnishes, please point out which you wish to look at and our therapists will take them off the shelf and show you. We ask that you leave the physical touching of the products to our team to again reduce the amount of people picking up our varnishes and products.

Waxing Protocol.
In order to ensure maximum cleanliness, we have decided that each strip applied with our waxing spatulas will be done with a new spatula to avoid the spatula going back into the wax. For the avoidance of doubt, we will not offer any waxing services for the face until further notice.

Single Therapist only.
In the past, we have had occasions when two therapists can work on a client at the same time. Unfortunately given the situation, this will not be possible and our rule is one client one therapist.

Body treatment protocol.
We will require that clients take a shower before any of these treatments, clients must also keep their mask on during the entire treatment. Traditionally, we have our Serenity procedures before, during and after massages, where we offer a welcome touch towel & some lemon water, some energy charge to breath into before commencement of the massage, bowl of flowers under the bed and refreshments after room treatments, we will however not have this for now for safety reasons. Please note that we can only take in a limited number of massages each day as we will need to disinfect the massage rooms completely before they can be used again, hence with the short time we are open (9am-4pm), we will take massages on a first come first served basis.

Refreshments.
I am pleased to advise that we have reopened our coffee shops in both spas but we will only provide limited services. Our preference is that you consume beverages in the gardens so as to ensure that you keep the masks on at all times while in the premises.

Our rules are there to protect you and our team.
Please remember that these rules are there to protect both you and our staff. We ask that you please follow our rules for everyone’s benefit so that we can continue to offer you these services once again. We have asked our therapists to end any treatments if the rules are not followed so we ask that you please work with us on this to ensure we all keep safe!

Serenity Spa Policy in the event of a staff member testing positive for COVID19
We would like to share with you our policy should one of our team test positive. In the event tha one of our team tests positive we will do the following:

  • We will immediately close the spa when we are aware of a positive case.
  • We will immediately test staff who have been in close contact with the positive case.
  • We shall notify all clients who have bookings for that day and the next day that we have to cancel their treatment due to a positive COVID19 case in the spa.
  • We will immediately organise to test all our spa staff who have been in contact with the positive case. This will be done by an accredited testing facility.
  • We will immediately fumigate and clean our whole spa.
  • Once we have the results back of all our staff, we will then start contact tracing.
  • We will contact you to advise that you have been in contact with a COVID19 positive case if you had a treatment with the positive therapist in the previous 7 days since we got the result
  • We will not be responsible under any circumstances should you be exposed to someone at Serenity Spa who subsequently tests positive for COVID19 nor will we be responsible for paying for your COVID19 test for you or any family members.
  • All positive cases found in the spa during testing will be sent home to self-isolate and Serenity Spa will check on them on a daily basis.

We look forward to seeing you at Serenity Spa and thank you for your cooperation and understanding.

Petra Somen
Managing Director

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