FAQ
GENERAL
What can I expect with Reserved + Polished?
Our approach provides an individualized and hands-on approach to wellness + beauty through massage, nail treatments and facials. Our clients feel more relaxed, happier and have more energy because of their continued experiences using our treatments. We are so excited that you have chosen to schedule your serenity with us!
How do I book services?
You can request an appointment by filling out the form on the booking page on our website using your Membership Code. If you are not a member, you can make a special request by emailing us at reserve@reservedpolished.com with your name, service, address (including apartment number, cross street, parking details and any special instructions), phone number, and time/date of the requested appointment.
Your scheduled serenity can start as early as 9:00 am and end as late as 9:00 pm, 7 days a week*. You can book time starting at forty-eight (48) hours or up to 30 days in advance. *Please note that these are our post-quarantine hours which are limited to ensure the safety of our service providers and clients. We will revise hours as guided by overall conditions.
How long is my appointment?
All of our services include a consultation at the beginning of the appointment. You can view our service lengths here and here and here.
What if I'm running late for my appointment?
If you’re running late, don’t worry. Your professional will wait 15 minutes for you to arrive. Please email us at reserve@reservedpolished.com so we can contact your professional ASAP. If you are more than 15 minutes late, we will consider it a no-show. In some cases, if your massage therapist and/or nail technician is able to accommodate your late arrival, we charge an added fee depending on how late you arrive. Just e-mail us.
Can I purchase a gift for someone?
You can purchase an e-gift card through our website. It’s just as easy as booking your own appointment.
Who do I contact if I am not satisfied with my experience?
We take customer satisfaction seriously and we’re sorry to hear you had an issue with your service. Please email us at reserve@reservedpolished.com and we will be happy to help with your concern.
Can I reserve a time that is not listed online?
We will always try our best to accommodate your request. Email us at reserve@reservedpolished.com.
Is my appointment guaranteed?
Please note that while we endeavor to fulfill all bookings, there are factors beyond our control that may impact our ability to guarantee completion. These factors include service provider availability, gender preferences, and unforeseen travel disruptions. We appreciate your understanding and flexibility in such instances as we strive to provide exceptional service. If you have any questions or concerns, please reach out to us at reserve@reservedpolished.com.
Do you do corporate events, weddings, etc.?
We do all sorts of events including product launches, mobile spa trucks, teacher appreciation, NY fashion week, corporate wellness, bridal showers, teen parties, bachelor events, etc. Send us an email at hello@reservedpolished.com.
SERVICES
What areas do you service?
Reserved + Polished services a select number of neighborhoods in Manhattan + Brooklyn.
Manhattan
Alphabet City, Battery Park City, Chelsea, Chinatown, Columbus Circle, East Village, Financial District, Flatiron, Gramercy, Greenwich Village, Harlem, Hell’s Kitchen, Kips Bay, Lincoln Square, Little Italy, Lower East Side, Meatpacking District, Midtown East, Midtown West, Murray Hill, NoHo, NoLita, Rockefeller Center, Midtown, SoHo, South Street Seaport, Theater District, Times Square, TriBeCa, Turtle Bay, Union Square, Upper East Side, Upper West Side, West Village,
Brooklyn
Brooklyn Heights, Downtown Brooklyn, Dumbo, Fort Greene, and Williamsburg
In the near future, we plan to extend our services to more locations and cities. Please sign up to our mailing list for all Reserved + Polished updates.
How do I prepare for my appointment?
It is very important that you are ready for your Reserved + Polished appointment on time.
Preparation for Nail Treatments:
Designate a brightly-lit area.
Have a designated area with a towel laid out for nail technicians to put their kit and perform the service.
Provide a flat surface for the technician to set tools and products.
2 (chairs) or a couch.
Depending on service, have running water and a drain for disposing of water nearby.
Access to a power outlet for gel dryers, fans and other tools necessary for the service.
Have your nails free of any gel, shellac or other nail treatments
Preparation for Massage Treatments:
Prepare the massage area by clearing a 5’ x 9’ area for the massage table that the therapist will bring or that you already have.
Please have two clean sheets and a pillowcase ready to use on the massage table. Your therapist will set up table with provided linens to cover the massage table and face cradle during the massage.
Undress to your comfort level. If you’d prefer to leave on undergarments or go nude, be our guest. Therapists are trained to properly drape your body to protect your modesty and theirs.
Preparation for Facial Treatments:
Prepare the facial area by clearing a 5’ x 9’ area for the esthetician table (if you requested for one) that the esthetician will bring or that you already have.
Please have a clean sheet and a pillowcase ready to use on the table. Your esthetician will set up table with provided linens to cover the table and face cradle during the facial.
Undress to your comfort level. If you’d prefer to leave on undergarments or go nude, be our guest. Estheticians are trained to properly drape your body to protect your modesty and theirs.
Reserved + Polished ask our clients to please crate animals before we come. It would be ideal for the safety and health (for those allergic) of our nail technicians and massage therapists.
AUTHORIZATION & PAYMENT
How much does Reserved + Polished services cost?
You can view our treatment prices on the menu of services.
How do I pay for my service?
All Reserved + Polished payments are made by credit card. Payments are seamless and secure through www.reservedpolished.com. You will be prompted to enter your credit card information upon your first booking on the site, which will then be securely stored for all future appointments once you register for an account. A 4.5% Sales Tax and 20% Gratuity is added to each service and will be charged to your card for each appointment. No need to worry about a cash tip. If you would like to give an additional tip to your nail technician, esthetician and/or massage therapist, it is always welcome, and can be added on the card by emailing us at reserve@reservedpolished.com.
Why does Reserved + Polished charge an automatic 20% tip?
Tipping is the industry standard and 20% is a fair and happy medium. This makes it easier for you as well. No need to have cash on hand, and no questions about the right tip amount while you are on your me time.
What is your cancellation policy?
At Reserved + Polished, we understand that things come up and you might need to cancel your appointment. If you need to cancel or change your appointment, you can either log in to your account or contact us at reserve@reservedpolished.com. Provide your name, time of the original appointment and the desired change, but please note our cancellation policy below.
In an effort to make sure our service providers are fairly compensated, we require twenty four (24) hours notice for cancellations or rescheduling for a full refund.
Please note: If we can reschedule your appointment within 24 hours, there will be an additional 25% convenience fee based on the retail value of service.
What is your refund policy?
When issuing a refund, you will receive a reimbursement for the full payment amount as a customer. However, please note that processing fees associated with the payment will not be refunded. The standard processing fee is 3.5%.
What is our parking policy?
Reserved and Polished service providers will do their best to find free parking. If they are unable to, they reserve the right to charge you for parking, and we will charge the fee to your service with proof of receipt.
If at a hotel, they reserve the right to charge you for valet parking, and will charge the fee to your room. In the event that the valet vendor does not allow room charges, our Client Experience team will be notified to add the valet charge to your final service receipt.
If you are able to provide a parking pass or other parking discount for our service providers, please notify our Client Experience team at least two hours before your appointment.
PRODUCTS & TOOLS
What products and tools does Reserved + Polished use?
Reserved + Polished prides itself in using naturally curated, handcrafted products to ensure our clients get a well reserved, well-thy experience..
Can the nail technician and/or massage therapist use the tools and/or products I supply?
We can use the tools and/or products you supply, however, we recommend trying our products to give you the full Reserved + Polished experience. We have taken time to source and handcraft some of the best products for you!
OUR TEAM
Who will be coming to my home or office?
We're very careful about the service providers we select to join the Reserved + Polished family. We interview all of our professionals in person and make sure they are degreed, licensed, and up-to-date on their liability insurance coverage. This is in addition to the background checks done by us and practiced by states during licensing. We look for the service providers who have the highest level of integrity and professionalism. In return, we expect all clients to reciprocate the same level of respect and conduct.
Can I reserve time directly with a nail and/or massage therapist instead of through Reserved + Polished?
Reserved + Polished works hard to build a stress-free booking experience for you to enjoy our amazing and much needed wellness + beauty treatments. We function because of the honor system that we have in place. If you enjoy our services, we hope that you will do your part in keeping our system intact.