FAQ

  1. Do I need an appointment?
    Advanced booking is highly recommended. Appointments are required if you are requesting a certain time or therapist. Demand for appointments can be expected to be high on weekends and around the Holidays.
  2. When should I arrive for my appointment?
    We ask that you arrive 5 to 10 minutes prior to your scheduled appointment time. Arriving on time will allow you to enjoy your full treatment. Please avoid arriving more than 15 minutes prior to your scheduled time. If we do not answer the door, please wait in the 1st floor lobby until your scheduled time.
  3. Where do I park and how much is parking?
    Parking is available in the Century Center parking structure. Please ask the parking attendant for a parking pass for LAVA and park in the assigned stall number that you see printed on the pass. Be prepared to pay $2 in cash at the parking booth when you leave. The assigned parking stalls are located on the 3rd floor. After you have parked, please use the parking elevator to go down to the 1st floor, then take the elevator in the lobby to the 25th floor ( PLEASE BRING THE WHITE TICKET FOR VALIDATION ).
  4. What if I am late for my appointment?
    If you will be late for your appointment, please call/text 808-799-8655 and we will try to make adjustments so that you can enjoy your entire treatment time. However, please understand that this will not always be possible. If you are late, you will be responsible for payment for the entire service that was scheduled.
  5. What's your cancellation policy?
    We understand that unanticipated events happen. We ask that you give at least 24 hours' notice of any changes or cancellations. A credit card is required when booking sessions for groups of 3 or more and there is a 48 hour cancellation policy. For no shows, your card will be charged for the entire service scheduled.
  6. What's your payment policy?
    We accept cash and all major credit cards for services and for gratuities. Personal checks are not accepted.
  7. What's your gratuity policy?
    Gratuity is not included in our prices and can be paid via cash or credit card. If your service met your expectations, you might consider using 15% to 25% of the full service price as a benchmark for gratuity.
  8. Where do I keep my personal belongings?
    A basket will be provided for you to put your personal items in. Please leave all jewelry and valuable items at home. Lava Massage & Day Spa is not responsible for lost or misplaced items.
  9. How should I dress for my treatment?
    You may choose to remove all clothing or wear underwear based on your comfort level. A sheet or towel will be used to drape your body at all times, exposing only the treatment area.
  10. Is there a minimum age required to receive treatment?
    Any client under the age of 18 must have a consent form signed by a parent or legal guardian. Clients under the age of 13 must be accompanied by an adult during the entire treatment.