2024 Forbes Spa Standards

Title Page

Site conducted
Conducted on
Prepared by
Location

Reservation Service

Telephone conversation is calm and clear
The guest is always asked permission before being placed on hold
No telephone hold longer than 30 seconds without offering a call-back
Staff is highly articulate and avoids slang and excessive use of phrase- fragments
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
Staff can knowledgeably, clearly and unpretentiously describe treatments and their benefits so that the guest knows exactly what to expect
Staff leads the conversation and exhibits an interest in the guest's spa experience
Appointments are efficiently booked, with staff guiding the guest to the most logical and convenient sequence of multiple treatments
If requested treatment(s) are not available at desired times, thoughtful alternatives are offered
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
Staff describes facilities available in the spa
Staff recommends an appropriate arrival time for registration and to enjoy the facilities
Staff clearly explains cancellation policies and any penalty
Details of the booking are repeated for confirmation
Staff specifically thanks the guest and makes a further polite remark
Booking services are handled without excessive delays or interruptions
Confirmation is offered and received within two hours of the call
Confirmation is accurate.
General email inquiries and booking requests are completed within 24 hours.
All communications are personalized.
All communications are professionally formatted and accurately reflect the property and/or brand.
If an online spa booking or request system is available, it is easy to navigate and complete a reservation/request.
Spa menu is current and consistent and lists available treatments with descriptions; prices, if included, are accurate.
Spa offers an excellent variety of services within its menu, including a selection of treatments that appeal to all guests. The menu accurately reflects the style and/or destination of the spa.
Spa service menu includes wellness programs or advanced wellness offerings.
Efforts are made to incorporate natural and/or sustainable products in treatment offerings *.

Reception Services

Staff politely acknowledges the guest when appropriate and reasonably possible.
Staff is highly articulate and avoids slang and excessive use of phrase-fragments.
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction.
Staff readily smiles and maintains an engaging expression.
Staff makes eye contact and keeps focus on the guest.
Staff inquires about the guest's satisfaction and exhibits a genuine sense of interest and concern for the guest.
Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful.
Staff performs the requirements of their department knowledgeably and proficiently.
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known.
Staff accurately reconfirms the treatments booked.
If a consultation form or waiver is provided, the timing is convenient and the presentation is refined.
Staff offers at least a partial escort to locker rooms, relaxation lounges or a full escort if going directly to a spa suite.
A helpful, unrushed orientation and tour of the spa and locker room is automatically provided for first-time guests.
If treatments are provided in a spa suite, an unrushed but brief orientation to the suite's amenities and explanation of inactive treatment time is shared with the guest upon arrival to the spa suite.
When settling the folio, staff specifically thanks the guest and makes a further polite remark.
Bills are easy to read and presented for review in a convenient and discreet manner.
Bills are accurate.
At no time during the spa visit is there any overt gratuity solicitation or aggressive product pushing.
The service is handled without excessive delays or interruptions.
Staff maintains alert posture and behaves professionally in view of the guest.
Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene.
Efforts are made to reduce paper during the reception services.

Body Treatment 1

The guest is called for their treatment in a discreet and personalized manner. The therapist proactively approaches the guest
Therapist introduces themselves by name and offers a gracious gesture in greeting
Therapist is highly articulate and avoids slang and excessive use of phrase-fragments
Therapist is exceptionally polite and gracious
If the guest is wearing jewelry into the treatment room, they are asked to remove it. Staff presents a specific vessel to hold small items and reminds the guest of their belongings at the end of treatment
When appropriate, therapist describes the treatment before beginning
Before beginning, therapist inquires about any medical concerns or allergies
The guest's general wellness and goals are discussed
Therapist executes the treatment with complete regard for information offered by the guest
Therapist exhibits a genuine sense of concern for the guest's comfort and safety
When advised of any sort of guest discomfort or concern with the treatment, therapist sincerely apologizes and takes reasonable, corrective action
Therapist demonstrates complete respect for guest privacy
Therapist stays in the room throughout the treatment, except at the outset and conclusion
Therapist performs the treatment as expected, using consistent techniques
Therapist comports themselves in a way that allows for a completely relaxing and restful treatment
Therapist does not initiate excessive conversation or make unprofessional comments
Therapist can accurately and knowledgeably answer reasonable guest questions without offering "medical" advice
When appropriate, therapist offers practical advice to demonstrate an interest in the guest's continued wellbeing
After treatment is executed, the products and application produce the promised effects as reasonably applicable
Therapist is aware of other treatments the guest has booked during the same spa visit to ensure a sense of continuity
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
Therapist closes interactions with polite, appropriate remarks
The guest is escorted to and from the treatment room
Treatment begins and ends on schedule, within five minutes of expected or booked time
Therapist automatically offers/provides a beverage; it is served at an appropriate time
Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
Treatment room is immaculate in appearance
The treatment table setup, including the linens and pillows, is extremely comfortable and luxurious
All furnishings, linens and equipment are immaculate, hygienic and neatly organized/arranged at all times
At all times during the treatment, ambiance is relaxed, quiet, private and comfortable
Environmental comfort factors such as temperature and music can be adjusted from inside the treatment room
Products used during a scrub or wrap are high quality

Body Treatment 2

The guest is called for their treatment in a discreet and personalized manner. The therapist proactively approaches the guest.
Therapist introduces themselves by name and offers a gracious gesture in greeting.
Therapist is highly articulate and avoids slang and excessive use of phrase-fragments.
Therapist is exceptionally polite and gracious.
If the guest is wearing jewelry into the treatment room, they are asked to remove it. Staff presents a specific vessel to hold small items and reminds the guest of their belongings at end of treatment.
When appropriate, therapist describes the treatment before beginning.
Before beginning, therapist inquires about any medical concerns or allergies.
The guest's general wellness and goals are discussed.
Therapist executes the treatment with complete regard for information offered by the guest.
Therapist exhibits a genuine sense of concern for the guest's comfort and safety.
When advised of any sort of guest discomfort or concern with the treatment, therapist sincerely apologizes and takes reasonable, corrective action.
Therapist demonstrates complete respect for guest privacy.
Therapist stays in the room throughout the treatment, except at the outset and conclusion.
Therapist performs the treatment as expected, using consistent techniques.
Therapist comports themselves in a way that allows for a completely relaxing and restful treatment.
Therapist does not initiate excessive conversation or make unprofessional comments
Therapist can accurately and knowledgeably answer reasonable guest questions without offering "medical" advice
When appropriate, therapist offers practical advice to demonstrate an interest in the guest's continued wellbeing
After treatment is executed, the products and application produce the promised effects as reasonably applicable
Therapist is aware of other treatments the guest has booked during the same spa visit to ensure a sense of continuity
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
Therapist closes interactions with polite, appropriate remarks
The guest is escorted to and from the treatment room
Treatment begins and ends on schedule, within five minutes of expected or booked time
Therapist automatically offers/provides a beverage; it is served at an appropriate time
Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
Treatment room is immaculate in appearance
The treatment table setup, including the linens and pillows, is extremely comfortable and luxurious
All furnishings, linens and equipment are immaculate, hygienic and neatly organized/arranged at all times
At all times during the treatment, ambiance is relaxed, quiet, private and comfortable
Environmental comfort factors such as temperature and music can be adjusted from inside the treatment room
Products used during a scrub or wrap are high quality

Facial Treatment

The guest is called for their treatment in a discreet and personalized manner.
Therapist introduces themselves by name and offers a gracious gesture in greeting.
Therapist is highly articulate and avoids slang and excessive use of phrase-fragments.
Therapist is exceptionally polite and gracious.
If the guest is wearing jewelry into the treatment room, they are asked to remove it. Staff presents a specific vessel to hold small items and reminds the guest of their belongings at the end of the treatment.
When appropriate, therapist describes the treatment before beginning.
Before beginning, therapist inquires about any medical concerns and/or special requirements. A brief skin assessment is also performed.
Therapist executes the treatment with complete regard for information offered by the guest.
Therapist exhibits a genuine sense of concern for the guest's comfort and safety.
When advised of any sort of guest discomfort or concern with the treatment, therapist sincerely apologizes and takes reasonable, corrective action.
Therapist demonstrates complete respect for guest privacy.
Therapist stays in the room throughout the treatment, except at the outset and conclusion.
Therapist performs the treatment as expected, using consistent techniques.
Therapist provides adequate information to guide the guest through the treatment while still allowing for a completely relaxing and restful experience.
Therapist does not initiate excessive conversation or make unprofessional comments.
Therapist can accurately and knowledgeably answer reasonable guest questions without offering "medical" advice
When appropriate, therapist offers practical advice to demonstrate an interest in the guest's continued wellbeing
During facials, massage techniques are luxuriously provided, particularly during periods where esthetician is otherwise unoccupied
After treatment is executed, the products and application produce the promised effects as reasonably applicable
Therapist is aware of other treatments the guest has booked during the same spa visit to ensure a sense of continuity
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
Therapist closes interactions with polite, appropriate remarks
The guest is escorted to and from the treatment room
Treatment begins and ends on schedule, within five minutes of expected or booked time
Therapist automatically offers/provides a beverage; it is served at an appropriate time
Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
Treatment room is immaculate in appearance
The treatment table setup, including the linens and pillows, is extremely comfortable and luxurious
All furnishings, linens and equipment are immaculate, hygienic and neatly organized/arranged at all times
At all times during the treatment, ambiance is relaxed, quiet, private and comfortable
Environmental comfort factors such as temperature and music can be adjusted from inside the treatment room
Products used during facials are high quality

Touchless Service

The guest is called for their treatment in a discreet and personalized manner. Staff proactively approaches the guest.
Staff introduces themselves by name and offers a gracious gesture in greeting.
Staff is highly articulate and avoids slang and excessive use of phrase-fragments.
Staff is exceptionally polite and gracious.
If the guest is wearing jewelry into the treatment room, they are asked to remove it. Staff presents a specific vessel to hold small items and reminds the guest of their belongings at the end of the treatment.
Staff describes the treatment and provides clear directions.
Staff inquiries about any medical concerns or allergies.
Staff initiates a genuine sense of concern for the guest's comfort and safety.
Staff does not initiate excessive conversation or make unprofessional comments.
Staff can accurately and knowledgeably answer reasonable guest questions without offering "medical" advice.
When appropriate, staff offers practical advice to demonstrate an interest in the guest's continued wellbeing
After treatment is executed, the service produces the promised effects as reasonably applicable.
The treatment progress seamlessly, and the guest is not confused or surprised by any aspect of the experience.
Staff is aware of other treatments the guest has booked during the same spa visit to ensure a sense of continuity.
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known.
Staff close interactions with polite, appropriate remarks.
The guest is escorted to and from all treatment rooms
Treatment begins and ends on schedule, within five minutes of expected or booked time
Staff automatically offers/provides beverages, served at an appropriate time
Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
Treatment room is immaculate in appearance
The FF&E and technology are extremely high quality
All furnishings, linens, and equipment are immaculate, hygienic, and neatly organized/arranged at all times
At all times during the treatment, the setting is relaxed and comfortable without distractions

Nail Treatment

The guest is called for their treatment in a discreet and personalized manner. The therapist proactively approaches the guest.
Therapist introduces themselves by name and offers a gracious gesture in greeting.
Therapist is highly articulate and avoids slang and excessive use of phrase-fragments.
Therapist is exceptionally polite and gracious.
If the guest is wearing jewelry into the treatment room, they are asked to remove it. Staff presents a specific vessel to hold small items and reminds the guest of their belongings at the end of the treatment.
When appropriate, therapist describes the treatment before beginning.
Therapist executes the treatment with complete regard for information offered by the guest.
Before beginning, therapist inquires about any medical concerns and/or special requirements.
Therapist exhibits a genuine sense of concern for the guest's comfort and safety.
When advised of any sort of guest discomfort or concern with the treatment, therapist sincerely apologizes and takes reasonable, corrective action.
If appropriate, therapist demonstrates complete respect for guest's privacy by using discreet draping techniques.
During the treatment, therapist is genuinely expert, using precise and consistent techniques.
Therapist comports themselves in a way that allows for a completely relaxing and restful treatment.
Therapist does not initiate excessive conversation or make unprofessional comments.
Therapist can accurately and knowledgeably answer reasonable guest questions without offering "medical" advice.
Therapists offer practical advice to demonstrate an interest in the guest's continued wellbeing.
The therapist appropriately present throughout the treatment and does not leave for a significant amount of time without explanation.
The therapist is aware of other treatments the guest has booked during the same spa visit to ensure a sense of continuity.
The guest's name is used naturally as a signal of recognition.
Therapist closes interactions with polite, appropriate remarks.
Therapist escort the guest to/from lounges, waiting areas, or reception area if using a spa suite
The treatment begin and end on schedule, within five minutes of expected or booked time.
Beverages are automatically offered/provided, and served at an appropriate time.
Therapists are encountered extremely well-groomed while appropriately representing the property style.
The treatment room/salon is conveniently designed and immaculate in appearance.
The seating is extremely comfortable.
All furnishings, equipment, and implements are immaculate, hygienic, and neatly organized/arranged.
When inside a private treatment room ambiance relaxed, quiet, private, and comfortable.
Environmental comfort factors such as temperature and music can be adjusted from inside the private treatment room.
The interior design style of the salon is high quality and in keeping with the design style of the spa's public spaces.
Lotions, masks, and scrubs used during the treatment are presented in a personalized manner and in unique/decorative vessels.
Products during the treatment are high quality.
Following the treatment, nails appear professionally groomed

Public Areas / Locker Rooms

When approaching and/or entering the spa, there is a strong sense of arrival in terms of design and/or notable elements.
All public areas are always fresh and comfortable.
There is always a strong sense of calm throughout all public areas of the spa.
The public areas at the spa are conveniently laid out to allow guests to access all facilities comfortably.
The assigned locker is comfortably located, and the guest adequately distanced from other guests.
Shared public spaces are generously spacious, so guests do not have to wait for a place to change, groom or relax.
When appropriate to the destination, co-ed relaxation lounges are available.
Separate men's and women's relaxation lounges are available.
Staff within the public areas comport themselves professionally, with discretion and complete respect for the guest's space and privacy.
Staff within the public areas are exceptionally polite when speaking with the guest.
Staff never declines any request without offering appropriate alternatives.
The locker rooms and grooming areas are extremely clean and in excellent condition.
The showers are equipped with hot water, strong pressure, and no vacillating water temperatures.
A variety of wet facilities is available, including at least one heat therapy option.
All wet facilities are exceptional in terms of design, quality, or technology.
Wet facilities are extremely clean and hygienic, in excellent condition and in working order *
Amenities are always plentifully stocked and conveniently arranged in showers and dressing areas
Shower amenities are exceptionally luxurious in quality and presentation
Liquid soap, shampoo, conditioner, body lotion, deodorant, swabs, powerful hairdryers and hair products are available. Shower caps are also available in women's dressing areas
High quality disposable razors and shaving cream, sanitized hairbrushes and combs for a variety of hair types, face moisturizer, contact lens solution and cases and an electric curling and flat iron can be readily provided without delay
Sufficient appropriately sized towels are neatly arranged in convenient locations
Robes and sandals/slippers are provided and neatly arranged
Spa attire is appropriately sized
Towels and robes are extremely soft and plush and sandals/slippers are comfortable
All linens and spa attire are completely clean and in excellent condition
Linens and sandals/slippers are disposed of discreetly
Lockers are immaculate and in excellent condition
Lockers are conveniently sized and equipped with at least one high quality multi-functioning hanger
Water is readily available, without need for guest request, in all public areas of the spa
Refreshments offered at the spa include beverages and dry and fresh snacks. At least one snack option is nutritionally focused
All spa refreshments are of exceptional quality, including at least one specialty item
Food and beverages are distinctively presented in exceptionally high quality serviceware
Refreshments are well-stocked, fresh and appetizing in overall appearance
Calming activities or reading materials are provided in public spaces and spa
The relaxation/waiting and reception areas are clean and in excellent condition
The use of sound, light, scent and other sensory elements combine to create a distinctive sense of place and promote general wellbeing
The architectural and interior design style of the spa is notable in quality, interest or execution. There are no signs of remodeling done in cycles
The interior design style of the treatment rooms is exceptional and in keeping with the design style of the spa's public spaces
If available, the exterior design style of the spa is notable and complements the location and interior design of the spa
All staff encountered are wearing clean and well-fitted uniforms
The staff uniforms are exceptional in design and style
There is a strong sense of health safety and security throughout the spa
Efforts are made to reduce single-use plastic in the refreshment presentation
Efforts are made to reduce single-use plastic in the locker room/grooming areas
Clean bathroom amenities are used *

Guest Experience

Looking back on the entire spa visit, including treatments, the experience was naturally personalized, and you did not feel like one of many
The spa facilities were pristine with no excessive cleanliness or condition issues
The spa concept was unique and seamlessly executed to create a distinctive, elevated experience
You would readily recommend this spa to others, and there was great value in the experience and facilities