What are the measures cityWell is taking during the COVID-19 pandemic?

  • Our services/treatments continue to be by appointment only
  • Once you are booked, we will email or call you to confirm your appointment, make sure you are feeling well, and answer any questions you may have
  • We ask that, before your appointment, you take the time to fill out our massage, acupuncture intake forms or hydro waiver. It is only necessary if it’s your first time at cityWell.
  • Read more about our Safety Protocol & Guidelines here.

Are you open in the winter?
Yes, our indoor and outdoor facilities are open year-round! It is pretty amazing in the snow.snowflake

How many people can the space accommodate?
At this time, we have limited our space capacity to a minimum. We will optimize the space to accommodate the high demand while keeping everyone safe.

Can I add hydrotherapy to my massage?
If you’d like to use our outdoor hydrotherapy – soaking tub, sauna and shower – please call us or add a note when booking. Steam can be added separately.

Note: Due to the current situation and for your safety, the steam room is limited to 1 person or 2 people living together.

What happens if I book an outdoor session and it rains?
Our facilities remain open during rain and snow. Our pergola is covered if it rains, and we can provide massage services in the Cabin or inside if necessary. If the weather is extreme with high winds or lightning please look for alerts on our website, or our Instagram account, or give us a call. 347-294-0100

Can I drop in to use the hydrotherapy?
Unfortunately not, we are an appointment-only space. We ask you to book ahead for all of our sessions.

Can I be naked?
No, bathing suits/bikinis must be worn. Thank you for understanding!

What is included in hydrotherapy sessions or appointments?
All sessions include robes, (except community style hydro session) towels, filtered water, hot tea, clementines. Although we have glasses and cups, we recommend bringing your own water bottle for refilling.

Are cell phones allowed at cityWell?
We understand everyone loves their phone, but think about leaving it or in our lockers. You deserve a break! However, we do love it if you take pictures, don’t forget to tag us too (if you don’t mind!) 📸

Arrival Time
We recommend that you arrive a few minutes before your appointment, so we can take your temperature and fill out any form we may need.

If it is your first time at cityWell, we ask you to fill out a massage or acupuncture intake form, or a hydrotherapy waiver (if you use our hydrotherapy amenities) prior to your visit:

Massage
Acupuncture
Semi-Private Hydrotherapy or Mini Hydro Session 

Late Arrival
All our appointments are designed to allow time for the full enjoyment of each service, and a late arrival may limit our ability to offer the complete experience. Please be aware that late arrivals will not be afforded extension of scheduled treatments. Treatments will be rendered only for the remainder of the scheduled appointment and you will be responsible for payment for the full service.

What is your cancellation policy?
Should you need to cancel or reschedule, please notify us at least 48 hours in advance (especially for parties and small group hydrotherapy or packages). Please understand that when you cancel your appointment without giving us enough notice, we miss the opportunity to offer that spot to clients who are on our waitlist. Any cancellations with less than 24 hours advance notice will be subject to a cancellation fee amounting to 50% of the cost of the scheduled service.

Same day cancellation with or without notice will be charged in full. We hope you understand as we are in high demand and need to fill all available appointments whenever possible.

No-shows
Clients who miss their appointments without giving any prior notification will be charged in full for the cost of scheduled service.

Cancellation policy for Tuesday community-style hydro and acupuncture 

Because of the popularity of those sessions and limited ticket availability, we cannot allow any exchange or issue a refund if you need to cancel. If you can’t make it, think about offering your ticket to a lucky friend!

Are you still offering private parties?
Yes, but for now, we are avoiding large gatherings and we limit private parties to 10 guests to ensure a safe yet enjoyable environment for all.  Read more here.

Reservation deposits for private parties
We require a $100 deposit upon booking. The deposit is fully refundable if the service is cancelled at least 48 hours in advance. After that, you will be charged 50% of the amount of the scheduled service. Same day cancellations are charged for the full amount.

What are my payment options?
We accept cash and all major credit cards. We also accept Apple Pay and of course our cityWell gift cards (they never expire). If you would like to pre-pay your service, call us and let us know and we will take care of it. You can also add your cc information while booking and we can just charge it on your way out!

Is gratuity included?
No, gratuity is never included. Tips are not required but always appreciated! If it is possible to leave your tips in cash that’s great! Otherwise, you can add to your payment when you check out.

Personal items
Please keep your valuables at home, we are not responsible for lost or stolen items. We do provide lockers with locks that you can use to put your clothing, purse and phone.

Health Conditions
We have taken extra measures to check on the well-being of our clients prior to their appointment. We ask that you refrain from visiting us if you or a household member have a fever, show any other COVID-19 symptoms, or you have been in contact with anyone who has recently tested positive.
Please advise us of any allergies or health conditions when you fill your intake forms.

Can I use hydrotherapy if I’m pregnant?
It is generally not advised to use heated elements if pregnant, you do not want to raise your body temperature. Please check with your doctor for advice before coming.
However, we do offer prenatal massages to relieve the strains of pregnancy, and revitalizing foot soaks that are great to soothe your tired legs and feet.

Precautions for use of hydrotherapy
Hydrotherapy is amazingly healing and relaxing, if you use it properly. Drink plenty of water before and during hydrotherapy to prevent dehydration. If you are fasting, we do not recommend using hydrotherapy. Excessive heat can cause fainting due to low blood pressure.

Always limit your time in the steam room, hydro soaking tub and saunas to a maximum of 10 minutes at a time. It is also important to cool down in between sessions, so take a refreshing shower!