Your Experience

Your Experience

We want you to get the maximum benefit from your experience with us at Urban Retreat. The general information and guidelines below will help you to achieve this. Walk into the Urban Retreat and you will be greeted by the reception team who will check you in and show you to your service waiting area.

Booking Confirmations

Urban Retreat confirms all client bookings via email. We require an up to date and correct email from you at the time of booking in order for us to confirm your service. We would ask that you cooperate with our Reservations team when they ask for your email contact details.

Your Arrival

Arriving early is a great idea as you can take your time and relax before your appointment. You may want to take some refreshments in the Urban Retreat Café, adjacent to the salon, or spend time browsing in The Make‑Up Salon or in our retail emporium.

Late Arrivals

Depending on your arrival time we will determine how much of the service we are able to offer. We will do everything we can to accommodate late arrivals, but in some circumstances appointments may have to be rescheduled.

Appointment Times

All appointment times quoted are hands on with your therapist.

Personal Belongings

We have a cloakroom located in The Make‑Up Salon for your convenience to leave coats and umbrellas, but please note that we cannot take responsibility for any handbags, purses or valuables.

Health Concerns

Please let us know before your treatment if you have any concerns regarding your health or well‑being. Please notify us upon booking if you are pregnant so that we can advise on treatments and customise techniques that are safe for pregnancy. If you have booked in for a hammam treatment and have mobility issues or have trouble bending down, please let a member of our spa team know in advance, so that we can accommodate you in one of our two treatment rooms. Due to the nature of the hammam treatments, it is not advised to book in for this whilst you are on your menstrual cycle or whilst you are breast‑feeding. For your comfort we have a no smoking policy throughout the spa.

Patch Tests

Patch Tests are required on certain services including spray tanning, eyelash tinting, brow tinting, laser hair removal, semi‑permanent make‑up, skin perfecting laser treatment and for any semi‑permanent colour or hair tint. In most cases these are 24 or 48 hours in advance, but please ask your customer service advisor for more information. In the rare instance that you may experience a reaction, we ask that you inform Urban Retreat within 24 hours.


To make the most out of your time with us and in respect for other guests, please ensure your mobile phone is switched off during your visit.


Children under the age of 16 are not permitted in the salon unaccompanied by an adult. We may have to refuse service if the child will be unaccompanied. Children under the age of 10 (except for children’s haircuts) are not permitted to receive services. Children under the age of 16 are not permitted to receive hair tints or intimate waxing. Children under the age of 18 are not permitted in the MediSpa or in The Moroccan Hammam. Children are not permitted in a treatment room, and no children are not permitted to accompany their parents into a treatment room.


We endeavour to make sure all of our clients receive the very best service and experience possible, and your feedback is extremely important to us. If you would like to share your positive experiences, offer thoughts and suggestions or let us know when something has not reached your expectations, we would love to hear from you. You can either speak to a member of the salon team in person or visit our website and click on “YOUR FEEDBACK”.


Specific services and treatments require a deposit at the time of booking. If an appointment is cancelled without the required 24 hours minimum notice, the deposit becomes non‑refundable. Deposits are fully refundable where a cancellation takes place more than 24 hours prior to the appointment time. In addition, deposits are also required for the below services:

• All treatments and services over the value of £150;
• Courses – where a cancellation is made without notice, the appointment will be non‑refundable and non‑transferable;
• Group bookings (+2 clients);
• All MediSpa services.


If you need to cancel or reschedule your appointment you must let us know before 5pm the day prior to your appointment. Where notice is not given, 50% of your appointment fee will be charged and the account must be settled before any further bookings can be made. Frequent cancellations will result in full advance payments being taken for new bookings.

The Moroccan Spa

Please arrive at least 15 minutes prior to your spa experience to allow for check in and to get changed.

Your experience within The Moroccan Spa will be a hot one. The hot room can reach temperatures of up to 45ºC so please ensure that you are hydrated. If you suffer from any heat related medical conditions, please inform a member of our spa team.

Within the private setting of The Moroccan Spa, it is customary for women to remain topless during the ritual, however if you would prefer to be covered up, we advise you to bring a swimming costume or a bikini. Cotton underwear will be provided for the treatment. For your comfort we provide you with a bathrobe and footwear for use in the hammam.

Secured lockers will be provided to keep your belongings but Urban Retreat cannot accept responsibility for the loss of any valuables, so we advise you to only bring what you need.

Promotions & Events

We regularly hold exclusive events, launch new and innovative products and treatments and offer exciting special promotions. To keep up to date and ensure you don’t miss out, sign up to our online newsletter via our website.

Urban Retreat reserve the right to change prices, promotions or age restrictions where necessary at any time. All prices are correct at time of going to print. All prices are listed in UK sterling, inclusive of VAT.

ES Magazine 2 for 1 in The Moroccan Spa

Terms & Conditions: Offer available from 16th February 2017 until 21.00 on 31st March 2017. 18 years and over only. *Offer valid for two of the same treatments in The Moroccan Spa to be taken at the same time, excludes waxing and nail services in The Moroccan Spa. Available in Urban Retreat at Harrods only. No cash alternatives. Offer is available exclusively to readers of the Evening Standard and ES Magazine. Appointments subject to availability and customers must book at least 2 weeks in advance. Offer limited to one booking per person.