Soak FAQ

 

Do I need to book?

To ensure the best guest experience we have a limited number of spaces available per session, and walk-ins are always welcome if we have available space. To avoid disappointment we recommend booking, particularly for peak periods (weekends & evening sessions) as these are very popular and do book out well in advance.

Online Booking Guide

Booking Multiple Guests

You can book for groups of up to 6 people. On the booking screen, make sure there are no Services already selected (i.e. untick any selected service). Towards the top of the booking screen you need to select the drop down “I would like to book an appointment for 2 – 6 Guests’. You then need to enter the details and Services for each guest, and you can tick the box to copy the Services from Guest 1 if you are all wanting the same experience. If you need to book for more than 6 people you can break the group into smaller numbers, or email us at hello@soakbathhousecom.au to process the booking. If your booking isn’t showing availability or you are having issues, please or email us at hello@soakbathhousecom.au.

 

Gift Voucher Bookings

To book using a Gift Voucher, please make a casual booking in the usual way. Your card details will need to be provided to secure the booking, however payment will not be taken. Upon check-in at the bathhouse, your Gift Card will then be used to take payment. 

 

Member Bookings

To book using Membership Credits, please make a casual booking in the usual way. Your card details will need to be provided to secure the booking, however payment will not be taken. Upon check-in at the bathhouse, your Membership Credits will then be used to take payment. 

 

Massage Bookings

Massage bookings are extremely popular and are booking out quickly, particularly for groups of more than one person. If you cannot see any availability, please check an alternate day/time, otherwise you can email us at hello@soakbathhousecom.au.

 

Do I need to pay upfront?

All bookings must be secured with credit card details upfront (including membership & gift card redemptions) and one card is charged per booking (no split bills). Your card will then be processed for payment upon check-in at the bathhouse, and if you have membership credits or a gift card, that will be applied and redeemed at check-in instead of your card being charged. Please note that we are a cash-free facility and do not accept cash. A 1.2% credit/debit card fee is charged on all transactions.  

What if I want to change or cancel my booking?

To change or cancel your appointment you can log in to your account via the BOOK NOW button on our website and then click SIGN IN. If you are having difficulties online, please email us at hello@soakbathhouse.com.au and our customer service team can assist. You will not be charged for any session changed or cancelled more than 12 hours before the start time of the session. “No shows” and bookings changed or cancelled less than 12 hours before the booking start time will be charged at the full booking price. No refund will be provided for bookings changed, cancelled or ‘no show’ with less than 12 hours notice.

Where are you located and how do I get there?

We are located at Shop 20 2532-40 Gold Coast Highway, Mermaid Beach, which is part of the Pacific Square centre, approximately 5 minutes walk from Pacific Fair Shopping Centre.

Free onsite parking for 3 hours is available for bathhouse customers, subject to availability.

A number of bus and light rail stops are also within walking distance.

What are your busy periods?

We are a communal bathhouse and ‘connection’ is one of our Pillars of Wellness! We are busiest on weekends and during holiday periods and the bathhouse has more of a ‘social soak’ vibe at these times.

We recommend weekday bathing if you prefer less people in the communal facilities. 

Can I bring my children?

We take the health and safety of minors very seriously, and the following policy applies to their use of Soak Bathhouse facilities:

  • Minors under 16 are not able to use the Soak Bathhouse facilities, nor accompany an adult whilst they use the facilities.
  • Minors aged 16 and above are able to use Soak Bathhouse if accompanied at all times by a parent or legal guardian.
  • Minors aged 16 and above are able to have a Massage or LED Facial with their parent or guardian remaining in Soak Bathhouse at all times.
  • Minors are not permitted to purchase or consume any alcoholic beverages.
  • A parent or legal guardian must sign a waiver and consent form prior to the minor using Soak Bathhouse facilities and identification confirming the minor’s age may be required before entry is permitted.
What do I need to wear & bring?

To use water facilities in the Bathhouse you will need swimwear (no nudity permitted) and a full towel. Proper swimwear must be worn, and usual clothing (e.g. cotton t-shirts/shorts) cannot be worn in place of swimwear. Towels and robes are also available to hire. If you would prefer to wear footwear, you may bring your own non-slip slides or thongs.

We recommend staying well hydrated during your Soak Bathhouse, and included in your visit are filtered still and sparkling water, a range of teas, or you can purchase a range of hydrating drinks during your session.

Do you have lockers?

Yes, we have lockers and small open storage units available during your visit. These are unlocked, and you can BYO padlock or hire one from us. Soak accepts no responsibility for any lost or stolen property, and we recommend leaving all valuables at home.

What does communal bathing mean? Do you have any private experiences?

All areas and experiences within the Bathhouse are communal (except those listed as ‘private’ below) and available to all genders. This means that any bathhouse customers can use those facilities and experiences at the same time (subject to any social distancing requirements). We ask that all customers are respectful of others in the shared environment, and any inappropriate, aggressive, discriminatory or sexual behaviour is strictly prohibited.

Our private experiences are Massage, LED Facial, and Infrared Sauna. These experiences must be separately booked online or in-house (if available).

What is the bathhouse etiquette?

Soak Bathhouse is an inclusive, welcoming space and we have some basic ground rules to make sure everyone is comfortable.

  1. Good hygiene and safety must be practised, as per Soak or government requirements.
  2. Rinse before entering the pools and in between sauna/steam and the pools. 
  3. Appropriate clothing or swimwear to be worn at all times – no nudity!
  4. Circulate around the facilities to get the best experience and to ensure all guests get a turn.
  5. Soak is a calm environment, so keep noise to a minimum including putting your phone on silent.
  6. Respect fellow bathers and staff at all times. Aggressive, rude, discriminatory, sexual or inappropriate behaviour will not be tolerated.
  7. Selfies are permitted, but photographs of others without their consent is strictly prohibited. Always be mindful of the privacy of other guests.
  8. Only food and drink purchased at Soak is permitted (other than water).
  9. We are a non-smoking facility.
What change and bathroom facilities do you have?

We have individual change cubicles and toilets. Open showers with body wash are provided throughout the bathhouse. Please note that hairdryers are not provided or permitted.

Before your soak, please have a quick rinse before you get into the water. Our magnesium rich water is actually best left to sink into your skin after your soak, so we recommend you skip the shower at the end of your visit. If you do want to shower, we kindly ask that you leave more detailed grooming products and routines for home so that all guests have time to use the facilities. 

We have one accessible combined shower, toilet and changeroom. All change and toilet facilities are all gender.

Can I book a massage or facial without the bathhouse?

Yes absolutely! All of our treatments and experiences can be booked separately.

Does the weather affect my Soak experience?

Soak is open during all normal weather conditions, however in extreme wet weather the outdoor areas may be reduced or closed. Soak Bathhouse includes an indoor mineral bath, sauna and steam room, so if outdoor facilities are closed you will still be able to enjoy a full bathing experience – nothing beats a warm bath & sauna on a rainy day!

Are your facilities accessible for all abilities?

A number of our facilities and experiences cater for all abilities. So that we can best understand your needs and advise you accurately, please phone or email the bathhouse to help us plan an amazing experience for you.

We have one accessible combined shower, toilet and changeroom. All change and toilet facilities are all gender.

What facilities can I use if I am pregnant?

During pregnancy, it’s important not to raise your core body temperature above the recommended levels. As hot spas, saunas and steam rooms all cause an increase to the core body temperature, these facilities are not available for use if you are pregnant. Likewise, cold temperatures can cause the uterus to contract, so our cold plunge is not suitable during pregnancy.

Our 34℃ warm mineral bath is able to be used, however we recommend that you only use the bath for short periods at a time (less than 10 minutes). 

Relaxation Areas, Pregnancy Massage and LED Facials are all facilities that can be used during pregnancy, subject to your doctor’s sign off.

What are your COVID and general hygiene policies?

We take hygiene and COVID-19 very seriously, as a safe and healthy environment for staff and guests is our priority. 

Soak Bathhouse is compliant with the Queensland Government COVID Safe Checklist & requirements for Personal Services, as updated from time to time.

We ask that guests do not attend Soak Bathhouse if they are feeling unwell, have any cold or flu like symptoms (e.g. Fever, Cough, Sore throat, Aches & pains, Sniffles), have a raised temperature, have suffered from diarrhea in the last 48 hours, or in the past two weeks has been exposed to anyone with COVID. 

Can I claim a Health Fund Rebate?

Health Fund Rebates are not available for Soak sessions and use of the communal bathhouse facilities. Health Fund Rebates may be available for Remedial Massage only, however we recommend you contact your health fund directly for rebate information prior to booking your services. Our massage therapists are each registered with different health funds, so please email hello@soakbathhouse.com.au to check which therapist you are booked with. Soak Bathhouse accepts no responsibility for your ability to claim a rebate for your massage.

Members - How do I book my sessions?

Members can book online through our website, in the same way you would book a casual session. The website will prompt you for card details to secure the booking, but you will not be charged. Upon check-in at Soak, your membership credits will be applied to your booking. If you want to book multiple services (e.g. Soak and Massage), you will need to book the services individually so that your credits can be applied properly. Memberships credits cannot be applied against package bookings. 

Members - How do I add a nominated user to my membership?

Gold members are entitled to add 2 nominated users to their membership, and Platinum members are entitled to add 5. These nominated users will then have access to all memberships benefits and credits. To add a nominated user, you need to email hello@soakbathhouse.com.au with the name, mobile, email address of the nominated user. We recommend doing this in advance of your Soak session so we have time to set the member up. 

Members - How do I know how many credits I have left?

You can login into your account on our website, click on the at the top of the screen and select your name. This will take you to your Account page. Click on Memberships and it will show you the remaining credits you have on your account. Click ‘know more’ to get specific details on remaining Soak Sessions, Yoga and Private Experience credits. 

Members - Who do I contact if I have a billing or other enquiry?

Please email your query to hello@soakbathhouse.com.au for all enquiries. We monitor this email closely and it is the fastest way for us to understand your query and provide an accurate response.

Members - Where can I find my Membership Terms & Conditions?

Your Membership Terms & Conditions can be found on our website here.

Find out more about your Soak Bathhouse Gold Coast membership options

Find Us

A | Shop 20, Pacific Square
2532 - 2540 Gold Coast Highway
Mermaid Beach QLD 4218

E | hello@soakbathhouse.com.au

T | 0417 331 788

©2020 Soak Operations Pty Limited.

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