General Information

  1. What do I need to know?
    • You must be 18 years or older to visit Refuge.
    • Refuge is open rain or shine, Monday through Friday from 10 am to 10 pm and Saturday through Sunday from 9 am to 10 pm Pacific Standard Time. Our last check-in is at 8:30 pm daily.
    • Swimsuits are required. Sandals are recommended.
    • Admission is by reservation only and can be booked through our online reservation system or by contacting the Refuge front desk at Concierge@Refuge.com.
    • Same-day reservations are accepted by availability through our online reservation system, which is updated in real-time.
    • Guest check-in for admission is at the appointment start time. We do allow a 30-minute grace period for late arrival.
    • Refuge is a silent facility. This is politely and discreetly enforced by the Refuge team.
    • Our staff members are essential in creating a relaxing experience for all guests. If you are approached about our silence policy, please know that it is part of our dedication to providing a serene atmosphere for all guests. We ask that you be kind and understanding with our staff as they gently enforce this policy.
    • Cell phones and other electronic devices are not a part of the Refuge experience and are not permitted.
    • With the exception of water, food and beverages are not allowed inside Refuge.
    • Reusable water bottles, sandals, and sunscreen are recommended.
    • Guests do not have in-and-out privileges. Once you check in, you must remain in Refuge for the duration of your stay.
    • Our address is 27300 Rancho San Carlos Rd. Carmel, California.

    Directions

  2. How do I book an appointment online?

    For a quick overview of how reservations work, please see our reservation guide video.

    Learn How To Book Your Getaway


    Below are step-by-step instructions:

    Access the Booking System: 

    • Click "Sign In" on the navigation bar, and select "Create a New Account".
    • Fill out the necessary fields, then click "Create an Account". 

    Booking Process:

    • Once signed in, choose to book for "Just Me" or "2-6 Guests".

    For Individual Bookings: 

    • Select either "Admission for Spa" or the "Massage & Admission" package.
    • A calendar with available dates (highlighted in green) will appear; greyed-out dates are fully booked. 
    • Pick a date, then choose your preferred time slot from the available options on the right. 

    Click "Book Reservation". 

    • For Group Bookings (2-6 Guests): 
    • Specify the number of guests (up to 6). 
    • Each guest's details can be added in separate tabs. Please enter first name, last name, and email. 
    • Click save after entering each guest's information. 
    • Select either "Admission for Spa" or the "Massage & Admission" package. 
    • A calendar with available dates (highlighted in green) will appear; greyed-out dates are fully booked. 
    • Pick a date, then choose your preferred time slot from the available options on the right. 
    • Click "Book Reservation".

    Confirmation:

    • A confirmation screen will display. Please read the information in the check-box paragraph, as it contains important details regarding your service. 
    • Check the box, then click "Confirm Booking" to complete your reservation. 
    • A confirmation email will be sent to you shortly. 

    We look forward to your visit! 

  3. How do I get to Refuge?

    Our address is 27300 Rancho San Carlos Rd. Carmel, California. We are located approximately 3 miles east of highway 1 off of Carmel Valley Rd.

  4. What should I bring?

    Swimsuits are required. Reusable water bottles, sandals, and sunscreen are recommended and available for purchase. We provide a secure locker, towels, and a day-use robe rental to all guests. Please see our services section for merchandise pricing.

  5. How old do you need to be to visit Refuge?

    You must be 18 years or older to visit the spa.

  6. Can I visit Refuge in the rain?

    Refuge is open year-round, in all seasons, rain or shine.  The pools may close in the case of thunderstorms or heavy wind.

  7. Is overnight lodging available?

    Refuge does not have guest rooms or lodging on site.

  8. Can I eat during my visit?

    With the exception of water, food and beverages are not allowed inside Refuge. We recommend eating BEFORE or AFTER your visit as guests do not have in-and-out privileges. Once you check-in, you are in for the duration of your stay.

  9. Can I use Refuge if I am pregnant?

    Please consult your doctor. At this time we do not offer prenatal massages.

  10. Can I bring pets into Refuge?

    Pets are not allowed in Refuge. Please refrain from leaving them in the car as the weather in Carmel can change quickly and become dangerous to the animal's well-being.

  11. Are the pools natural hot springs? How are they treated?

    The Refuge pools are man-made and not natural hot springs. The water in our Thermal Pools is treated through a three step system utilizing the most advanced UV light and sand filtering. This system allows for minimal chlorine use.

  12. What are the best times to visit Refuge?

    The most popular times to visit Refuge are on the weekends, holidays, and during the summer season. Slower periods include most weekdays and weekend evenings.

  13. How long do people usually spend at Refuge?

    We recommend spending 2-3 hours at the spa. A single Thermal Cycle takes 15-30 minutes and a typical guest does two or three cycles with a hot tub soak or massage in between.

  14. How do I use gift cards, egifts, or gift certificates for payment?

    Payment Method:   

        - Gift cards, egifts, and gift certificates can be used to make payment during the check-in process upon arrival. 

        - While a credit card is required to secure an online reservation, rest assured that payment will only be processed at the time of check-in or in the case of a no-show or cancelation within 24 hours of a reservation. 

    At Check-In:  

        - Please have your physical gift card, gift certificate, or egift code readily available upon arrival for a smooth check-in process.

  15. What payment types are accepted?

    We accept all major credit cards, Apple Pay, Google Pay, and Refuge or CVAC gift cards as payment. We are a cashless facility, and we do not accept cash payments.

  16. How do I make a Refuge childcare reservation? (Starting March 1, 2024)

    Once your Refuge experience is booked, call or email Kid's Club to reserve a space for your child. Subject to availability at time of booking. 

    Contact Kid's Club: (831)620-7364  | KidsClub@CVAClife.com 

    24hr Cancelation Policy: Cancelations within 24hrs will result in a full charge. 

    Additional Information:

    Child Care Hours (Subject to Availability):
    Monday - Friday 9:00 AM - 6:00 PM  
    Saturday 9:00 AM - 2:00 PM  
    Closed Sundays 

    Pricing: $20 per child/hour 
    Accepted Ages: 12 weeks - 12 years old 
    Limited to 4 hours per day 
    Please note: guardians must remain on property. Reservations are required. 

Massage Questions

  1. How do I book a massage?

    Massages can be booked online or by emailing Concierge@Refuge.com. All reservations must be secured with a valid credit card. Please have payment ready when booking. We recommend booking your massage at least two weeks in advance.

  2. When should I arrive for my massage?
     
    For your massage reservation, please arrive 20 minutes prior to your appointment time to begin the check-in process.
     
    If you have a 10:00am booking M-F or a 9:00am booking Sat & Sun, please note these are our first available times of the day. While we do allow guests with massage reservations into Refuge 20 minutes early to get ready, the relaxation areas do not open until our usual opening time mentioned above, however, they will be available for your enjoyment and continued relaxation after your massage.
     
    *If you are running late, unfortunately we will not be able to move your appointment without penalty or reduced time.
  3. Is gratuity included?

    For your convenience an additional 20% gratuity will be added to your massage. Adjustments can be made by speaking to our concierge team during or after your visit.

  4. What if I need to cancel or reschedule my massage?

    We require 24-hours advance notice when canceling a massage appointment for a full refund. Cancellations made within 24 hours of the massage reservation will result in a forfeiture of the full value of the booking. If you re-schedule your massage within 24 hours of your appointment, you will be charged a re-booking fee.