What to Expect at Robert Andrew
Being on time is greatly appreciated, so that you may receive your full service, as well as a courtesy to those who are scheduled after you. For spa packages, please arrive at least 30 minutes prior to your first appointment to prepare for your spa visit and to enjoy our amenities. A credit card or gift card number is required to secure your service(s).
You will be asked to confirm your appointments 3 days in advance and will receive a reminder 1 day before your appointment. While we do understand “life happens”, if for any reason, you need to adjust or reschedule your appointment, please do so by calling us at least 24 hours in advance to avoid any late cancellation fees. Please allow 72 hours for package/suite adjustments. Robert Andrew cannot foresee interrupted appointments beyond our control. In the event that a requested service provider is unable to work, Robert Andrew will do everything possible to reschedule the appointment(s) in a timely and satisfactory manner.
We currently accept cash or Visa, MasterCard, Discover and American Express with proper identification. We also accept Debit Cards, Google Pay, Apple Pay, and Robert Andrew Gift Cards. We do not accept any other forms of Gift Cards. For gratuity we only accept cash or credit cards using Tippy (see below).
Quality Service Policy
If you are not satisfied with the quality of any service, please notify us immediately and we will consult with you to determine how we may satisfy you. No refunds or credit for services will be given.
Professional Retail Policy
We are proud to offer you high-quality professional retail salon and spa products. Products, with receipt and unopened/used, may be returned within 14 days of purchase for salon credit. No cash or charge refunds will be given.
Tipping is always left to the discretion of our clients. We accept gratuities in the form of credit card with our Tippy system. Your tips go directly to your provider’s account. We have Tippy kiosks at the registers. 🙂
Gift Card Policy
Giftcard value does not include gratuity unless specified. Giftcards are Non-refundable and not redeemable for cash. After 6 months, gift cards for services or packages default to the dollar value when purchased.
Pursuant to Maryland law, gift card expires 4 years after the date of purchase.
Gift Cards cannot be replaced if lost, stolen, or destroyed and MUST be present at time of redemption.
Scheduling your appointment
To ensure your preferred appointment time and service professional, we recommend you pre-book your next service while checking out. We also offer online booking through your computer or app for select appointments and appointment requests by texting 410.721.3533.
Policy for minors
Robert Andrew emphasizes a soothing and relaxed adult environment. Children not receiving services are not permitted in any service areas for their own safety and as a courtesy to our guests.
Whether it’s your first time going to a spa ever, or just your first time going to the Robert Andrew Spa, we’ve provided some helpful spa etiquette tips and protocols. In order to make sure that you thoroughly enjoy your visit, please take a moment to review the following information.
Making a Reservation
To make a reservation, you can schedule online or, if you desire a more consultative scheduling process, you can call or text 410-721-3533. When making your reservation, you will be asked to provide a valid credit card to hold the appointment. Your credit card will not be charged at this time, and you are welcome to present a different method of payment upon arrival. Your credit card will only be charged in the event of a same-day cancellation.
The treatments you select are reserved for you. Please make any changes or cancellations to scheduled appointments at least 2 days in advance of your appointment date during normal business hours. If we do not receive a call, you will be charged 100% payment for services not cancelled in the time allotted. This charge will be applied to the payment method provided at the time of booking or another valid form of payment.
Late Arrival Policy
Arriving late may interfere with your treatment time and will reduce the integrity of the treatment. Late arrivals will also be responsible for the full cost of the scheduled service. As a courtesy to the next customer, all appointments will end at their scheduled time. Treatment times are not extended based upon late arrivals.
Those who are within their first trimester may enjoy facial treatments. Please discuss with our aesthetician, the facial options during your first trimester. Expectant mothers who have completed their first trimester are encouraged to inquire about other spa treatments that are available.
Spa Facility Access and Usage
The spa relaxation lounges are available for those guests who have spa services booked. Lockers, robes and sandals will be provided upon arrival to the spa lounge. Showers are also available for use before or after your spa service. Spa guests are welcome to use the steam rooms in the men’s or women’s spa changing facilities
Tipping for Spa Services
Unless included in a giftcard, gratuities are not included. We offer Tippy kiosks to reward your professionals for a job well done at your discretion.
Early arrival time is recommended, approximately 30 minutes prior to the start of a spa service. After checking in with the Spa Concierge, guests will be asked to wait in the spa relaxation lounge for their Massage Therapist or Esthetician to pick them up for their service.
Guests visiting Robert Andrew will be provided complimentary robes and sandals to wear before and after your spa service. While most of our spa services are enjoyed best without clothing, you are welcome to wear whatever makes you feel most comfortable.
What Should I Do With My Valuables?
Valuables like wedding or engagement rings and other personal items should be safeguarded by placing them in your locker or left at home. Robert Andrew can not be responsible for lost items.
Smoking or vaping in any area of the spa or within its facilities is strictly prohibited.
What Should I Do With My Cell Phone?
Cell phones or other call-making devices are not permitted in any spa or spa lounge areas. Please store all personal items in your locker and turn off or silence before storing.
While we love to host group treatments and events, please submit a request for 3 or more guests coming together, to enjoy private areas to socialize. For groups less than 3 guests, we ask that you limit conversations in our Tranquil Lounge, so that you and our other guests can enjoy quiet time before and after treatments.