Frequently Asked Questions


What is your cancellation policy?

Spa reservations are guaranteed with a credit card at the time of booking.  Should you need to cancel or reschedule, we require notice at least 24 hours before the appointment or a cancellation fee equal to the cost of the scheduled service will be charged.  Cancelling is easy, and can be done through a phone call to the Spa at 716-699-8996

For group appointments or appointments with multiple services, we require 72 hours notice for any change or cancellation, or a cancellation fee equal to the cost of the services scheduled will be charged.  

Our providers lose their income if a client does not respect their appointment commitment.  Refusal to wear a face mask will be considered an appointment cancellation.  Clients who do not honor our face mask requirement will not be provided with service, and will be charged full cost of the scheduled service.  If you are not into wearing a face mask, please do not schedule an appointment at this time.

Please consider the weather:  Expect to have snowy conditions in ski country!  Check the weather forecast a few days before your appointment.  If you are not comfortable driving in the snow, please reschedule your appointment if the forecast is not to your liking.

What if I'm running late?

We ask that you please arrive around 10 minutes before your appointment time to complete intake forms, settle into the Spa and be ready to begin at your scheduled appointment time.  Please make time for traffic delays, especially during ski season and area festivals.


Each service starts and ends at the scheduled time in order to respectfully accommodate all of our Spa guests. If you are late, we cannot ask the next guests to adjust their appointments to your late arrival.  Late arrivals will receive the remaining balance of their scheduled treatment time. No-show or cancellations within the 24 hour period will result in a full service charge.

How should I prepare?

Massage therapy and body treatments are best enjoyed without clothing, allowing greater access for therapeutic benefits.  During a facial, you'll be asked to remove clothing from the waist up to keep product off your garments.  Because necklaces, earrings, etc, tend to get in the way of services, it's best to keep your jewelry at home.

During all treatments your body is fully draped except the area being worked on by your therapist.  Your comfort and ability to relax is paramount to the success of your treatment.  You are free to leave on any foundation garments that help you meet your comfort level.

Hey guys: your beard / mustache is not a barrier to a great facial treatment.  If you do shave, please do so at least two hours before any facial or body treatments.

It's best to eat a light meal before massage therapy services.  Eat as you normally would before a facial, body work or nail services.  And it's always good to hydrate!  Feel free to bring your own water bottle or sports drink to the Spa.

Will my health issue be a problem?

If you have special needs, or have recently experienced an injury, health episode or surgery, please let your Spa Coordinator know when making your appointment.  If you have been in contact with anyone who has been ill, please reschedule your appointment. 


If you're pregnant (congratulations!) please let us know your due date when you schedule your appointment.  We are honored to provide prenatal massage therapy services after the first trimester.

All aspects of our services can be customized, so please let your provider know if you feel any discomfort or would like special attention for a particular area.   We love it when you ask questions and give feedback.  The best experiences come from honest, open communication with your provider.

Do I really have to wear a face mask?

Yes.  Because we provide front-facing, close-contact services to people from all over the map, and because we have clients and guests who are immunocompromised, we require masks.  We strictly follow the CDC recommended protocol for wearing face masks for all staff and guests regardless of vaccination status.  If you are not comfortable wearing a mask during your treatment, please do not schedule at this time

Our providers lose their income if a client does not respect their appointment commitment. Refusal to wear a face mask will be considered an appointment cancellation. Clients who do not honor our face mask requirement will not be provided any service and will be charged full cost of scheduled services.


Our staff is made up of caring professionals who are promoters of wellness and good health.  We ask you do not pressure or negate our staff by removing or asking to remove your face covering during your visit.  View our Covid-19 information and updates here.

Why are e-gift cards purchased through a different site?

We value your data!  Identity theft, data breaches, credit card fraud... these things happen online, and the hackers and fraudsters are upping their games to higher levels every day.  We take privacy and security very seriously, and do not want to put our clients' financial information at risk.  Therefore, we researched the safest methods of offering online gift card purchases, and contracting with a professional, third-party service with the highest levels of data security was the clear answer.  We use Vagaro, a trusted leader of online services for the wellness industry.  We are proud of our expertise as massage therapists, estheticians, nail technicians and customer service professionals.  We leave the data security to Vagaro, so you can feel confident that your online data is in the hands of experts, too.

When you purchase the gift certificate, you will receive an email with a copy of the gift certificate which you can print or forward at any time.  If you would like the eGift certificate to send instantly, be sure to check the box "Send email to gift certificate recipient" when you are making the purchase.

You can also purchase physical gift cards at the Spa anytime during our regular business hours.  We do take gift card orders over the phone to be mailed to the recipient for a $2 service fee for each card we mail. 

Why did the Spa switch to different robes?

The previous management offered long, very thick, very furry robes.  These were plush, but difficult to wash, took hours to dry, and the velour-like, synthetic fabric could not be sanitized to our high standards of cleanliness.  We choose to switch to robes that are more eco-conscious, sanitizable, but still luxurious.  We know exactly where they were made and just what is in that fabric that goes next to your beautiful skin.  These robes are luxe!  The Turkish cotton waffle-weave robes are chemical-free and handmade by a family-owned business in Denizli, Turkey.  Plus, we purchase the robes through Etsy, which offsets carbon emissions from shipping and packaging on every robe we purchase.  The robes were then embroidered locally by Country View Embroidery in Arcade, NY (we highly recommend them).  We try to use small and local businesses whenever we can.  We hope you enjoy the new robes as much as we do!

Can I shower at the Spa?

At this time, our locker rooms and shower facilities are still closed.  Showers are available in the treatment rooms for those who receive body wraps.  View our Covid-19 information and updates here.

What's the Spa vibe?

We are a place of relaxation, healing and peace.  And we're here to promote a sense of joy!  We will gladly help make your Spa Day special.  Groups may bring a bottle of wine to share, can enjoy photo ops, and can freely chat over a fabulous manicure or while waiting for services.  But keep it down!  We just ask you do this low-key, bearing in mind there are relaxation therapies going on throughout the Spa.  Please: no breakable containers.

Of course we ask you keep cell phones quietly tucked away, or take calls outside of the Spa.  Unless you have booked the Spa for a private party, please do not bring any outside food, party favors or plan any actions which could interfere with other services.  We also ask you do not bring young children with you to the Spa. 

We are making the most of our limited, socially-distanced space until the Spa can come back at full capacity.  Until then, we are just so happy to have you here and will do our best to make your visit a beautiful, joyful experience. 

Can I just walk in?

Yes, our entry doors are closed.  But we still welcome your visit!  We continue to play it safe while Covid-19 risks are high.  By keeping the entry closed, we regulate unnecessary foot traffic in and out of the Spa to help control the spread of Coronavirus.  View our Covid-19 information and updates here.

For those seeking appointments, looking to buy gift cards, or for shoppers who just want to browse our boutique for gifts or products, please feel welcome to enter.  We frequently have nail salon and facial appointments ready for walk-in or same-day schedulers.  Put on a mask, spritz on some hand sanitizer and come on in!  We are always happy to see you.

Can I book for a group or private party?

We understand that everything is more special when you share it with friends.  Although our calendar is always stacked with appointments, we will do our best to accommodate duo or group appointments. 

If you would like to book for more than one person, it may be easier to do so by calling the Spa to speak with our Scheduler.  Our Scheduler may be able to access booking options which are not available online.

Want to book the entire Spa for a private event?  We love that!  A day at the Spa is a wonderful way to show your group how much you appreciate them.  We would be delighted to discuss how we can assist you in creating a special private event to celebrate your employees, volunteers, or other group of VIPs.  Please call or email the Spa Coordinator to find out more about private events at Ellicottville Oasis Day Spa.


Still have questions?  Contact us and we'll be happy to help you!

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