Booking & policies

At Serenova Wellness, we strive to make your wellness experience effortless from start to finish. Review our guidelines on reservations, automated reminders, waitlists, and arrival times below.

Frequently asked questions

Find clear answers regarding appointment scheduling, deposits, cancellation notice windows, and how our centralized waitlist functions so you can book your next session with complete confidence.

How do I book an appointment at Serenova Wellness?

You can easily book your massage treatments, thermal bath sessions, and custom therapies online via our website or mobile app, or by contacting our reception desk. To ensure every client receives a tailored, high-quality experience, all sessions must be reserved in advance.

How will I be reminded of my upcoming appointment?

Once you book, you will receive an instant confirmation via SMS and email. To help you manage your schedule, our automated system will send interactive reminders 48 hours and 24 hours prior to your visit. You can confirm, reschedule, or cancel directly with a single click or reply.

Can I customize my wellness treatment when I book?

Absolutely. During the online booking process or over the phone, you can specify your personal preferences, areas of focus, or specific wellness goals. Our team uses this information to prepare your personalized therapy in advance.

How much advance notice do I need to give to cancel or reschedule?

We require at least 24 hours' advance notice to cancel or reschedule your appointment without incurring a penalty. Cancellations made with 24+ hours' notice receive a full refund or penalty-free transfer of your reservation credit to a future date. Cancellations made under 24 hours' notice are subject to a late fee equal to 50% of the scheduled treatment cost, while no-shows are charged 100%.

How can I easily cancel or reschedule my session?

We offer three simple, one-click options: click the direct link or reply to your automated 48-hour or 24-hour SMS/email reminders; log into your Serenova client account online to modify bookings; or call our reception team in Quezon City directly to handle your update.

Do I need to pay a deposit to secure an appointment?

Yes. To guarantee your treatment slot and dedicated therapist, clients are required to pay a 50% deposit (or store a valid credit card on file) at booking, settling any remaining balance upon arrival. Selected peak-hour thermal bath sessions, weekend slots, or single guest bookings may require full payment online in advance.

How does the centralized waitlist work for fully booked slots?

If your preferred massage or thermal bath time is fully booked, you can join our Centralized Waitlist online or via reception. When a slot opens up due to a cancellation, our automated system immediately notifies the first matching client via SMS and email. You will have a 15-to-30-minute window to accept or decline before the opportunity is passed to the next guest.

How early should I arrive for my treatment?

We recommend arriving 15 to 20 minutes prior to your scheduled time. This ensures plenty of time to complete digital check-in or health consultations, change comfortably into robes and footwear, and unwind in our relaxation lounge before your session begins.

What happens if I arrive late to my appointment?

To respect other scheduled clients and maintain timely service, late arrivals will have their treatment shortened to conclude at the originally scheduled time. The full service fee remains applicable.

How does the Interactive Spa Quiz work?

Before your arrival, you can use our online tool to tailor your appointment by pre-selecting your preferred aromatherapy oils, massage pressure levels, target focus areas, and ambient soundscapes.

What customized treatment options are available?

You can customize any session to your preferences. Our core customized treatments include:

  • Aromatherapy Massage: Fully customized pressure and essential oil blend (₱2,500 / session).

  • Deep Tissue Focus Treatment: Target area treatment using heated therapeutic oils (₱3,200 / session).

  • Full Body Spa & Soundscape Experience: Complete head-to-toe relaxation integrated with ambient soundscapes (₱4,500 / session).

Overall, customized sessions typically range between ₱2,500 and ₱4,500.

Retail & Home-Spa Products

Can I buy Serenova products without booking a spa treatment?

Yes. All signature retail items are available for direct purchase through our E-Commerce Wellness Shop, whether or not you book a session.

What home products are available, and how much do they cost?

  • Serenova Signature Essential Oils: Organic oil blends designed for relaxation and stress relief (SRP: ₱850 / 30ml).

  • Home-Spa Kits: A set containing essential oils, aromatic candles, and body scrubs (SRP: ₱2,200).

  • In-Spa & At-Home Complete Bundle: Combines a full personalized in-spa treatment session with a home-spa kit and signature essential oil (₱4,999).

E-Gift Cards and Membership

How do I sign up for the VIP Loyalty & Wellness Membership?

You can register online through our website portal or sign up immediately after completing your first treatment. Upon joining, you gain access to your digital membership card.

What perks do VIP members receive?

  • Digital Stamps & Discounts: Earn 1 digital stamp for every spa service availed. Collect 5 stamps to receive a 50% OFF discount voucher applicable to your next treatment or bundle purchase.

  • Exclusive Member Perks: Priority booking and waiting-list access, monthly treatment credits, and built-in reward points tracking.

Ready to experience deep relaxation?

Browse our restorative treatments, reserve your preferred time slot online, and enjoy seamless automated updates every step of the way.