Shou Sugi Ban House Studio Guest Policies
DEPOSIT TERMS & CANCELLATIONS
All overnight reservations require a 50% deposit at time of booking, with the remaining balance payable by credit card 30 days prior to your arrival. All bookings made within 30 days of arrival will be charged 100% deposit upon booking. Taxes and gratuities are not included in any package rate and will be added to your bill upon check-out. Please note that a change in the length or dates of your reservation may result in a rate change or additional fees.
For overnight reservations, cancellations made more than 14 days prior to your arrival are fully refundable. Cancellations made within 14 days of your scheduled arrival are non-refundable, including reservations booked with gift cards. Cancellations made within less than 14 days, and up to 72 hours of your scheduled arrival may be eligible for credit to be applied toward a future visit. Cancellations made within 72 hours of arrival are non-refundable.
Please note that the deposit terms and cancellation policies for all specialty retreat and event programming may differ from standard bookings. Please refer to the policies section of each specific retreat or event, or contact our Guest Services team for more information.
For all services booked for overnight guests, including spa, healing arts, fitness, food & beverage, etc., changes and cancellations may be made up to 24 hours prior to your scheduled service without penalty.
Shou Sugi Ban House reserves the right to modify these policies at any time.
GRATUITIES
For your convenience, a 20% gratuity is automatically added to your final bill at check-out for all spa, healing arts, fitness and food and beverage services. Gratuities for spa packages are based on the original service price of each service within the package. Gratuity may be adjusted at your discretion.
ARRIVAL & DEPARTURE
Check-in begins at 3:00PM daily. Our Retreat Hosts are available for a complete check-in until 9:00PM. If you plan to check-in later than 9:00PM, our overnight Property Team will assist you with your baggage and show you to your room, and our Retreat Hosts will provide you with a property and room tour the following morning. If you plan to arrive after hours, please notify our team ahead of time so we can best prepare. Check-out is at 11:00AM daily.
Upon departure, please be sure to leave your keys in your room or return them to your Retreat Hosts. Unreturned keys are subject to a $75 fee. In addition, any in-room items or retreat amenities (robes, Kotoshina bathroom products, signature ceramics etc.) that you take with you upon departure will be added to your bill. Most items are available for purchase and your Retreat Host can assist you upon check-out.
Our property is gated; between the hours of 7:30AM – 9:00PM you may ring the call button for entry. Outside of these hours, we ask that you use the gate code that was provided by your Retreat Hosts upon arrival for your ease of self-entry.
PETS
We appreciate the special relationship between pets and their owners; however, pets are not allowed at Shou Sugi Ban House. This policy does not apply to guide dogs and service animals. If you plan to bring a service animal with you, we require advance notice and documentation detailing the specific duties the animal is trained to perform. As not all emotional support animals (ESA) are classified and protected under The Americans with Disabilities Act (ADA), some ESA’s may be allowed on property with prior approval and are subject to a refundable pet deposit based on the breed, size, and weight of the animal.
AGE REQUIREMENTS
All guests must be 16 years or older to visit or stay at Shou Sugi Ban House.
Guests under the age of 18 must have a minor consent waiver form signed by a parent or legal guardian and must be accompanied on property by an adult at all times.
SUBSTANCES & LIABILITY
Shou Sugi Ban House is a non-smoking (including the use of electronic cigarettes) environment. In the event that a guest studio or other interior space needs to be cleaned due to any measure of smoke residue or other damage, the guest will be assessed a $1,000 minimum cleaning fee. If a smoke alarm associated with your guest studio is triggered due to smoke, you may be charged an additional fee.
We encourage guests to refrain from drinking alcohol prior to receiving any treatment. The deep nature of our therapies requires a clear mind and body for the benefit of the guest and practitioner.
PARKING
We provide complimentary on-site parking and have two (2) electric vehicle chargers with universal adapters for guest use.
COMMON SPACE CONDUCT
Shou Sugi Ban House is a place of tranquility. We honor all guests’ right to privacy, serenity, and comfort. To preserve this environment, we request that you silence your personal electronic devices, refrain from speaking on mobile phones, playing music in public spaces, or using cameras in common spaces. As many guests are enjoying rest and relaxation while on property, we also ask you to please be mindful of your volume and honor the quiet nature of our spa and wellness spaces.
VALUABLES
For the convenience of our guests, an electronic locker is provided in each guest studio to store your valuables.
Shou Sugi Ban House is not responsible for any loss or damage to guests’ belongings or any other property from either your Guest Studio, the electronic locker, or any other part of the property, for any cause whatsoever including theft of pilferage.
OUTDOOR POOLS
The private saltwater swimming pool located on the Shou Sugi Ban House main property is exclusively available for overnight retreat guests staying in our guest studios between the hours of their check-in and check-out.
The private swimming pool located on the Shou Sugi Ban Inn property is exclusively available for overnight guests staying at The Inn between the hours of their check-in and check-out.
All private outdoor pools, with the exception of the pools at the spa, are open between sunrise and sunset. Please be advised that there is no lifeguard on duty and swimming is at your own risk.
COMMUNAL HYDROTHERAPY
The Spa’s Hydrotherapy and Thermal Suite (Plunge Pools, Dry Sauna, Infrared Sauna, Steam Room, & Experience Shower) are used by men and women simultaneously and bathing suits or swimming trunks are required for guests who choose to enjoy the facilities.
VISITORS
Retreat Guests are not permitted to have visitors on property, unless those visitors are booked for services or meals, which are subject to Day Guest policies. Day Guests do not have access to property amenities like the saltwater swimming pool, communal Hydrotherapy Suite, and Movement Pavilion.
RETAIL
All facial & body products, supplements & consumable items purchased from Shou Sugi Ban House are final sale. All other retail items may be exchanged for house credit if unused, unbroken, and in original condition and packaging.
Shou Sugi Ban Spa Policies
DEPOSIT TERMS & CANCELLATIONS
Reservations for Day Guests require a full deposit at the time of booking, with taxes and gratuity payable upon checkout. Cancellations made more than 72 hours prior to your scheduled arrival are fully refundable. Cancellations made within 72 hours of your scheduled arrival are non-refundable, including reservations booked with gift cards.
GRATUITIES
For your convenience, a 20% gratuity is automatically added to your final bill upon check-out for all spa, healing arts, fitness and food and beverage services. Gratuities for spa packages are based on the original service price of each service within the package. Gratuity may be adjusted at your discretion.
ARRIVING TO THE SPA
Guests may arrive 15 minutes prior to their appointment time in order to change and become oriented with our facilities. Please be aware that arriving late may affect the length of your treatment, as your service will end at the scheduled time so as not to delay the next guest. If you arrive late for your service and your service is abbreviated, you will still be charged for the full value of the service. We appreciate your understanding and cooperation.
PARKING
We provide complimentary on-site parking and have two (2) electric vehicle chargers with universal adapters for guest use.
PERSONAL BELONGINGS
The spa provides a robe, towels, and sandals for use during your visit, as well as an electronic locker to store and safeguard your personal belongings. Shou Sugi Ban Spa assumes no liability for guests’ valuables.
AGE REQUIREMENTS
Spa treatments and facilities are available only for guests 16 years of age and above. Guests under the age of 16 are not permitted to receive spa treatments or to use the Shou Sugi Ban Spa facilities.
Guests under the age of 18 must have a minor consent waiver form signed by a parent or legal guardian, and must be accompanied on property by an adult at all times.
VISITORS
Spa Day Guests are not permitted to have visitors that don’t have their own privately scheduled services.
SUBSTANCES, HEALTH & LIABILITY
Shou Sugi Ban House is a non-smoking (including the use of electronic cigarettes) environment. In the event that a room or other interior space needs to be cleaned due to any measure of smoke residue or other damage, the guest will be assessed a $1,000 minimum cleaning fee.
We encourage guests to refrain from drinking alcohol prior to receiving any treatment. The deep nature of our therapies requires a clear mind and body for the benefit of the guest and practitioner.
The team at Shou Sugi Ban Spa and the spa therapists reserve the right to end a treatment should any one person during a session feel physically, emotionally, or mentally incapable of giving or receiving a treatment based on one’s health and/or verbal and physical actions.
SPA ETIQUETTE
Shou Sugi Ban House is a place of tranquility. We honor all guests’ right to privacy, serenity, and comfort. To preserve this environment, we request that you silence your personal electronic devices, refrain from speaking on mobile phones, playing music in public spaces, or using cameras in common spaces. As many guests are enjoying rest and relaxation while on property, we also ask you to please be mindful of your volume and honor the quiet nature of our Spa and Wellness spaces.
PREGNANCY
We have designed special treatments for expectant and nursing mothers. Please allow our Guest Services team to guide you in selecting which treatments are most suitable for you. Guests must be at least 12 weeks along in order to receive spa treatments. Guests are responsible for obtaining consent from their doctor prior to receiving any treatments. Steam, saunas, and contrast plunge pools are not recommended during pregnancy.
MEDICAL PERMISSION
It is the responsibility of the guest to consult with their primary care physician or doctor prior to receiving any services at Shou Sugi Ban Spa. When you make your reservation, please notify our Guest Services team if you are pregnant or have high blood pressure, allergies, physical ailments, or special needs.
RETAIL
All facial & body products, supplements & consumable items purchased from Shou Sugi Ban House are final sale. All other retail items may be exchanged for house credit if unused, unbroken, and in original condition and packaging.
ADA Compliance
Shou Sugi Ban House is committed to providing outstanding service, offering full ADA-compliance for our guests convenience.
ACCESSIBILITY ASSISTANCE
Should you have difficulty using or accessing any section of our website, please contact us immediately at guestservices@ssbhouse.com.
Aside from working with you to ensure you are provided with the information and assistance you need, we’re committed to ensuring that each feature on our property is accessible for your stay.
GOAL OF ACCESSIBILITY FOR ALL
It is our goal to ensure that we are providing a seamless experience for everyone, on our website and at our property. We aim to ensure that everyone is able to access all areas of our website and property.
TAKING ACTION & ONGOING EFFORTS
Shou Sugi Ban House is working diligently to audit and update our site to ensure accessibility. If you are having any difficulty accessing or using any section of our website, please contact us immediately at guestservices@ssbhouse.com.
FEEDBACK
Please contact us at guestservices@ssbhouse.com if you have any feedback or suggestions on how we can improve the accessibility of our website.
ACCESSIBILITY FEATURES AT SHOU SUGI BAN HOUSE
Accessible guest studio featuring a roll-in shower, an accessible soaking tub with lowered features and grab bars, as well as grab bars next to the toilet; Accessible ramps to the entrance and access to all public areas; Chair lift available at the pool and jacuzzi; Accessible sauna and steam room at Shou Sugi Ban Spa.
Accessible rooms can be booked online, by phone at (631) 500-9049, ext 0, or by emailing guestservices@ssbhouse.com.
