FAQs
What is your cancellation policy?
We understand plans can change. Cancellations made more than 24 hours before your session will not incur a change. Cancellations within 24 hours of the session start time will be charged the full session fee.
What is the late check-in/ late arrival policy?
Given our limited space, guests are asked to arrive no earlier than 10 minutes before their session start time. Sessions are 105 minutes in length; any late arrival will result in a shortened session.
Can I drop in, or is booking required?
While bookings are recommended, we are happy to welcome drop-ins when space allows. To best accommodate you, please call ahead before arriving.
What should I expect when I arrive? Is there space to wait in reception before my session?
thermae eleven is boutique by design. Our welcome and reception space is small-we ask that you arrive as close to your session time; no earlier than ten minutes prior. We appreciate this consideration.
What is included in my visit?
Your session includes access to our full hydrotherapy experience, along with a robe, towel, and secure locker for your belongings. Complimentary water and herbal tea are available during your visit.
What do I need to bring?
As we are an outdoor facility, we recommend dressing for the elements. Please bring your swimsuit and any seasonal accessories for comfort. In cooler months, a toque or warm hat is encouraged; in summer, sunglasses and a sun hat are ideal. Forgot your swimsuit? No problem at all. We carry a beautifully curated line of swimwear from OAS, so you’ll blend in beautifully-while standing out just a little.
Are phones allowed anywhere in the facility?
To preserve a sense of privacy, presence, and relaxation for everyone, phones are not permitted in the changerooms or throughout the spa facilities. Thank you for helping us maintain a peaceful environment.
How do we maintain our facilities?
Our facilities are monitored and maintained throughout the day with regular water testing, continuous cleaning, and professional deep cleaning multiple times a week-ensuring the highest health and safety standards.
What are communal change rooms?
Our communal change rooms are shared, all-gender and inclusive spaces where guests prepare for their spa experience. While the space is communal, private changing stalls and showers are provided to ensure comfort, discretion, and ease for everyone.
What is the difference between the social session and the private session?
Social sessions are enjoyed alongside other guests, creating a shared, ambient atmosphere. Private sessions offer a more intimate experience-set within your own open-air hydrotherapy pod, reserved just for you (or you and one guest). Both allow you to move through the hydrotherapy circuit at your own pace.
What are the amenities offered?
See our amenities offering here.
What is the minimum age requirement?
We are an 18+ facility.
Is parking available on-site?
While we do not offer designated guest parking, there is plenty of street parking available nearby.
Do you sell food or alcohol
To preserve the cleanliness and tranquility of the spa, we do not offer food or alcohol, and outside food is not permitted within the facilities.
Can I talk to my friend during our visit?
Of course, we welcome conversation and connection. We just ask that conversations remain on the quiet side so all guests can enjoy a calm, peaceful experience.
What are your hours of operation?
We are open Monday to Sunday, 9am – 11pm.
Do you sell gift cards?
Yes-we offer both e-gift cards, and physical gift cards, which can be purchased in person at the spa.
I'm trying to book a session but can't find my preferred date — what's happening?
Likely nothing on your end — just our booking calendar doing its job. thermae eleven opens June 1st, which means May dates aren’t available, and we currently release bookings one month at a time. If you’re looking at July or beyond, those dates will open up as we move through June.
The best way to stay ahead of it: sign up for our newsletter below and follow us on social — we’ll always announce when a new month of booking goes live before it opens to the public.