Guest Guide

Make the best of your NAKAI experience!


To avoid disappointment, please make your reservations well in advance—especially if you are booking a group, multiple services or would like your experience during peak times (evenings and weekends). We require a credit card or NAKAI gift card guarantee for the majority of bookings. Cards will not be charged until the time of the service or unless the cancellation policy requirements have not been met.

When booking services, please advise us of any health conditions, pregnancy, allergies or injuries that could impact your experience.

Medical Concerns

Various medical conditions, drug protocols and recent surgeries may not be compatible with certain spa treatments. It is your responsibility to discuss any concerns you may have with your medical doctor and notify your service provider.


Please keep in mind that your scheduled time is reserved for you and the service provider. We understand that sometimes your schedule changes and you are no longer able to keep your appointment. We ask that you please provide us with at least 24 hours notice (48 hours for multiple service bookings or salon services if 3 hours or more) should you need to cancel or change your appointment. If less notice is provided, and we are unable to fill your appointment time, a cancellation fee equal to the cost of booked services will be charged to your credit card or gift card. 

Special Requests for Service Providers

All of NAKAI’s professionals are highly trained and certified. We understand that you may have special requests for service providers and we will endeavour to accommodate. We cannot guarantee a particular request, however, as changes in staffing may occur (illness, leaves, turnover, etc.) that are out of our control, thus reducing the availability of providers on a given day.


All of NAKAI’s professionals are highly trained and will ensure your safety and comfort while providing you with the ultimate experience. Our service providers will ensure you are discreetly draped during all of our body treatments and massages. Please communicate your wishes with our artists (i.e. music level, lighting, massage pressure, etc.). When receiving body treatments, please undress to your level of comfort. If your treatment includes a rainfall shower, feel free to bring a bathing suit if that would make you more comfortable.

We use iPod/mp3 docking stations in the individual service rooms. Please feel free to bring your own mp3 player and have your personal music selections played through our speakers to create the ultimate custom experience.

Quiet Relaxation

Our goal at NAKAI is to reduce your stress in a short period of time. We recommend that you disconnect from home and work life while you are with us. To respect the quiet and privacy of the other guests and to enhance your own relaxation, we ask that you refrain from using your cell phone or electronic device in any way that is going to disrupt another guest (vibration, ringing, alarm, talking, viewing of video, etc.).

Little Royals

The spa areas of NAKAI are organized for the comfort and relaxation of adults. Therefore, for their safety and the comfort of other guests, children under the age of 12 are not permitted: as guests or accompanying their parents. However, NAKAI offers Little Royals Sundays every 12 weeks where children 4-12 years of age receive mini services perfectly suited to them. Check our social media pages for more information on these special events. Supervised children are always welcome in the boutique and as guests receiving services in the NAKAI salon.


Gratuities are typically left to the discretion of our guests. For reference purposes, it is customary to provide an 18-20% gratuity for salon, spa and massage services if your expectations were met. Gift cards do not include gratuity so it is left to the discretion of the gift card user to leave a gratuity. An automatic gratuity of 18% will be added to all group bookings of three guests or more.

As NAKAI encourages a team working environment, any gratuity left is split 90% to the guest’s service provider(s) and 10% to the guest care team. If the guest would like to change the split percentages, it is at their discretion.

Hours of Operation

See our contact page for the hours of operation for each location.


Please arrive 15-20 minutes prior to your scheduled appointment to allow time to submit guest information, change, and unwind in our Infinity Lounge. We respect the time of all of our guests. Arriving after your scheduled time will shorten the duration of your service so that the appointment of the next guest is not delayed.

Thank you in advance for the privilege of taking care of you.