Please arrive at least 15 minutes prior to your appointment to allow time for annual paperwork updates, for your treatment to be customized to your individual needs, and so you may begin relaxing in our relaxation area. Our appointments have been designed to ample allow time for your enjoyment. Late arrival may limit our ability to offer you the fullest possible experience, as your treatment(s) will be rendered only for the remainder of your scheduled time, and you will be responsible for payment of the full service.

Our providers’ time is valuable, and we often have guests on a waiting list. If you need to cancel or reschedule your appointment, please call (423) 238-5775 at least three (3) hours in advance. You may also cancel or reschedule in advance online. Appointments cancelled with less than 3-hours’ notice will be assessed a late-cancel fee equal to 50% of the cost of the service(s) booked. This fee must be paid before booking another appointment. To minimize your risk of missing an appointment, opt in to our reminder emails and texts. (Not receiving a reminder text or email does not free you from this obligation.)

Payment is due when service is rendered. In order to avoid any potential stress around payment after you've relaxed, we will open your ticket and take payment up front so you don't have to worry about it after your service. Gratuities, upgrades, or retail items may easily be added to your ticket and your sale completed after your service.

We file insurance claims with Adventist Risk Management/Aetna/Ascend to Wholeness. Please check your benefits booklet for eligibility, copay amounts, and covered services. Individuals with coverage for massage under other insurance policies will gladly be given a receipt to submit for reimbursement. We are usually able to process payment with HSA and FSA cards.

Tips are graciously accepted, but not expected, and are never overtly solicited at Poplar Creek Spa. Should you choose to add a gratuity to your service, a common range is 10 to 20%, but any amount you choose to add is appreciated, and entirely at your discretion.

We welcome expectant mothers to enjoy our services! The benefits of massage and acupuncture, and stress relief in general, to both mother and fetus are supported by research. Please inform the front desk at booking of any fertility treatment you may be undergoing, and provide a physican's release letter for massage or facials during your first trimester.

Our massage and facial sessions are a full 30, 60, 90, or 120 minutes in length, respectively, which includes consultation time with your provider. Acupuncture sessions are scheduled for a full 60 minutes, which likewise includes consultation time. Infrared sauna session lengths vary depending on the preset program chosen; the maximum time allotted for sauna use is 50 minutes.

Only registered service animals are allowed in the spa.

In order to maximize the relaxation experience of all of our guests, we request that you not bring your children with you to your spa appointments. In the event that you must bring a child with you, minors will be required to accompany you into the treatment room. If your child is disruptive, your therapist will end the session and you will still be responsible for the full cost of your scheduled session.

Children are welcome to receive services at Poplar Creek Spa. In many cases, our services are as beneficial for children as they are for adults. Minors will be scheduled with a female provider, unless a male provider is specifically requested by their parent or guardian. A parent or guardian must accompany a minor into the treatment room or sauna if the child is under 16. For all services other than acupuncture, children must be at least age 10 to be seen. Exceptions will be made with a doctor’s written recommendation. Children of any age may receive acupuncture at Poplar Creek Spa. A parental/guardian consultation (via phone or in person) with the acupuncturist is required prior to treatment, and may result in the acupuncturist requesting that you accompany your child into the treatment room. Due to their shorter attention spans, children under age 16 may be limited to 30-minute sessions, at their provider's discretion. If there are specific services you do not want your child to receive, you must notify Poplar Creek Spa in writing. If you no longer want your child to receive services at Poplar Creek Spa, you must notify the spa in writing that you have revoked this permission.

For our insurance purposes and to keep you informed of our most current policies, we will request that you complete our general intake form every 12 months. Select services require additional consent forms which, to keep us abreast of any changes in your health status, may need to be updated annually. We will attempt to notify you prior to your appointment when it is time to update your paperwork so you may plan your arrival time accordingly. A lack of notification does not mean you will be excused from paperwork updates, nor can we guarantee that your service will last for its full scheduled duration if you do not arrive in time to complete it before your service is scheduled to begin. As stated above, we always recommend arriving 15 minutes prior to your appointment to ensure you get your full scheduled time, and so you may begin relaxing before your service begins. To complete your paperwork ahead of time, please click here.