Code of Conduct
At Serenity – The Art of Well Being (“Serenity”), every detail is carefully designed to provide an experience of serenity, well-being, and personalised care.
To ensure a harmonious, safe environment in compliance with applicable standards, we have established this Code of Conduct, applicable to clients, staff, and visitors of Serenity.
Respect and Serenity
Serenity is a haven of tranquility. We kindly ask that all mobile devices be kept on silent mode and that conversations take place in a calm and discreet tone in the Thermal Oasis, Relaxation Area, and treatment room corridors.
Any behaviors that offends the dignity, honor, or reputation of clients, staff, or visitors is strictly prohibited.
Bookings and Cancellations
Bookings, changes, and cancellations of services at Serenity are subject to the conditions outlined in our spa policy.
For more information, please consult the Booking and Cancellation Policy available at:
https://serenity-spa.com/en/spa-policy/
Hygiene, Health and Safety
Wearing swimwear is mandatory in the indoor pool, sauna, steam room, and all wet areas of Serenity.
It is mandatory to use the towels provided to cover surfaces when using the sauna, steam room, or loungers.
Before each treatment, a health form must be completed. This will be provided in advance to ensure all services are carried out safely and in a personalized manner.
Treatments will not be provided to clients showing signs of intoxication, altered consciousness, or aggressive behavior, to protect their safety and that of others.
Responsible Use of Serenity Facilities
All spaces and equipment must be used appropriately and with care.
Running, jumping, or any behavior that compromises safety or disturbs the peaceful environment is not permitted.
Food consumption is not allowed within Serenity.
Glass bottles or any glass and/or sharp objects are not permitted, particularly in the Thermal Oasis.
Access to the Thermal Oasis is restricted to individuals aged 16 and over.
Personal Belongings and Valuables
For the convenience and safety of clients and visitors, individual lockers are available for storing personal belongings and valuables.
Serenity is not responsible for any loss, damage, or theft of personal items.
Privacy, Confidentiality and Data Protection
The privacy and confidentiality of clients, staff, and visitors are fundamental priorities.
Photography, video recording, or capturing images of others within Serenity without prior and explicit consent is not permitted.
For more information on how your personal data is handled, please consult our Privacy Policy:
https://serenity-spa.com/en/privacy-policy/
Alcohol and Substance Use
Alcohol consumption is only permitted in designated areas and exclusively for individuals aged 18 and over, as part of specific Serenity experiences.
The use of substances that may compromise the safety, health, or well-being of others—including tobacco or electronic cigarettes—is not permitted in any area of Serenity, including outdoor spaces.
Clients and/or visitors who are intoxicated or exhibit altered states of consciousness that may compromise the environment, safety, or normal operations may have their access restricted.
Serenity management reserves the right to limit or terminate their stay to safeguard the well-being and safety of
all.
Ethical and Inclusive Behavior
Serenity adopts a zero-tolerance policy towards discriminatory, aggressive, or inappropriate behavior.
Any form of harassment (moral, sexual, or psychological) is strictly prohibited.
Serenity staff have the right to interrupt any service if they feel their well-being, dignity, or safety is at risk.
Sustainability
Serenity promotes the responsible use of water, energy, and products, in line with our commitment to well-being—not only for our clients and visitors, but also for the planet.
Feedback and Complaints
Your opinion is essential for the continuous improvement of our services.
A complaints book is available in both physical and electronic formats, in accordance with applicable legislation, as well as digital channels where you may share suggestions, comments, or feedback.
Compliance and Sanctions
Failure to comply with this Code may result in service interruption, removal from the premises, or other appropriate measures, without prejudice to any potential civil or criminal liability.
Our Mission
Serenity was created to provide you with a sanctuary of calm, tranquility, balance, and well-being.
By respecting this Code of Conduct, you contribute to preserving a harmonious, high-quality environment, ensuring that all who visit can fully enjoy the Serenity experience.
