FAQs & Resort Policies

Make the most of your experience at Sparkling Hill Resort by reading through our Resort Policies and Frequently Asked Questions before you come.

Resort
FAQs

What time is check-in and check-out?

Check-in is at 3 p.m. and check-out is at 10 a.m.

Can I have an early check-in or a late check-out?

We cannot guarantee early check-ins or late check-outs. If you expect to arrive at the resort early, we encourage you to let the Front Desk know you have arrived and then enjoy a cup of coffee or dessert in Barrique & Java until your room is ready.

What is the cancellation policy?

If you need to cancel your reservation, we require 72 hours notice prior to 4 p.m. on your day of arrival for all accommodation bookings. For cancellations made within 72 hours, the rate for one night (including tax) will be charged to the credit card used to guarantee the reservation. An administration fee of $10 will apply regardless of the time of cancellation. The rates and packages that have different cancellation policies are the Advance-Purchase Non-Refundable rates, FOCUS Package rates, Wine Package rates, all 2-night, 3-night, 4-night, 5-night and 7-night package rates, and New Year’s Eve packages. Please see individual Terms and Conditions.

Am I required to provide proof of COVID-19 vaccination at Sparkling Hill?

We no longer require proof of vaccination as of April 8, 2022.

If I need to cancel less than 72 hrs prior to arrival due to COVID-19 illness what is your policy?

We understand that your health must come first and if you are unable to travel due to COVID illness or COVID restrictions we would ultimately cancel your reservation without penalty.

What happens if the Resort closes due to COVID-19?

If a closure due to COVID-19 were to happen, our team works through each individual reservation to contact the guest and assist with your preference for new travel dates. We ultimately value your travel plans and will do our best to work with you in finding alternate dates, if we absolutely cannot accommodate future travel dates, we would then assist in cancelling your reservation.

How much tax will I be charged on my room?

The hotel tax is currently set at 16% on top of the stated room price. (8% PST, 5% GST, 3% MRDT)

Are children allowed in the Resort?

As of January 2019, Sparkling Hill Resort is a 16 adult-oriented wellness resort. Children under the age of 16 are not permitted in the Resort as guests or visitors.

What are the pet policies?

As a pet-friendly resort, we are pleased to welcome service animals and pets in the pet-friendly guest rooms at the property. We prefer for pets to not be left unattended in rooms, however, if so, guests must be reachable by cell phone. Please keep pets on a leash at all times inside the resort, as well as around the exterior of the property. Please pick up after your pet. Complimentary waste bags are available at the Front Desk or along Hiking Trail #6. Pets are not permitted in any public areas including the KurSpa, all food and beverage establishments, and meeting rooms. A $25.00 fee per pet, per day, is applicable for pet-friendly rooms. Any damages to the room or property caused by pets will be added to the room account.

What is the cost of valet parking? May I park my own vehicle?

Valet parking is complimentary for one vehicle per room. Valet parking for additional vehicles is available for a $20 fee per day. If you do not wish to have your vehicle parked by our valet team, we ask that you park in the day guest parking lot and register the vehicle to your guest room with the front desk

Where are you located?

We are located in the Okanagan Valley, a 20-minute drive outside of Vernon, BC and 30 minutes from the Kelowna International Airport Visit our contact page for more information, including full address and driving directions.

Do you have an ATM?

We do not have an ATM on the premises; however, there is one located at the Clubhouse at Predator Ridge.

Where is the closest grocery/convenience store?

Commonage Market is just a 3-minute drive down the road.

Do you have wheelchair-accessible rooms?

Yes, Sparkling Hill Resort offers four wheelchair-accessible rooms. Please let our Reservations team know if you will require one of these rooms when making your booking.

What is your drone policy?

As per Transport Canada’s regulations, no drone flights can occur within 1.9 km (1 nautical mile) of a heliport (CAR 901.47) and must be a minimum horizontal distance of 100 ft (30 m) from people (CAR 901.26) at all times. Sparkling Hill is also private property and flying over private property or taking photos or videos without written permission is not allowed. Anyone not following the Transport Canada guidelines can be fined up to $25,000. Individuals will be held responsible for ensuring drones are not flown around Sparkling Hill. If anyone is found flying a drone, Sparkling Hill reserves the right to keep the drone until the individual is set to depart Sparkling Hill. A fine can also be applied depending on the severity of the invasion of privacy. We appreciate your assistance in maintaining the safety and privacy of all of our guests.

Are you open year-round?

Annual Resort Closure: Please note the Resort will be closed for maintenance during the following dates:
January 10th – 24th, 2022
January 9th – 23rd, 2023
January 8th – 22nd, 2024
January 6th – 20th, 2025

Does Sparkling Hill offer car charging stations?

Yes, we offer 3 car charging stations: 2 TESLA and 1 Clipper Creek HCS. These stations are only available for guests of the resort with no exceptions.

Do you offer wedding-related events?

As of 2019, we no longer book any wedding-related events. In staying true to our mission of Health & Wellness, the Resort will no longer be booking weddings, receptions or celebratory events related to marriage/unions.

What are the smoking policies?

Sparkling Hill is a smoke-free environment. Smoking of cigarettes, marijuana and vaping of any kind is not permitted in all areas of the Resort including guest rooms. A $200 reconditioning fee will be assessed for guests that do not comply with the non-smoking policy.

How do I check the balance of my gift card or report a lost card?

To check your gift card balance or to report a lost or stolen card, please contact our Reservations team at 18666985913 or by email at reservations@sparklinghill.com

I lost an item during my stay. How can i find it?

We would be happy to check our Lost & Found for you. Email housekeepassistmgr@sparklinghill.com with a description of your item and where it may have been left.

Kurspa
FAQs

Sparkling Hill Resort’s KurSpa

As a courtesy to other guests, we require 24-hours’ notice for any changes or cancellations, otherwise, the full fee may apply. Please note for group spa bookings, cancellations within 7-days of the appointment date will result in a cancellation fee of 50% of the booked service cost, and cancellations within 72-hours of the appointment time will result in a cancellation fee of 100% of the booked service cost. We do not provide refunds for cancelled or missed appointments.

Treatments Check-In

Please check in with KurSpa Reception at least 15-minutes prior to your treatment in order to prepare for your services. Late arrivals will end as scheduled in consideration of the next guest. KurSpa is not responsible for any lost, stolen, or damaged items. To ensure a safe and relaxing treatment experience, we require that you complete a client intake form upon check-in. If you have certain medical conditions or are pregnant, certain treatment services may have to be modified or may not be appropriate. Please note all service, session and treatment times include consultation and/or assessment procedures.

Can we use the spa before check-in?

You can book treatments at the spa as early as 1 pm on the day you are checking in. KurSpa facilities are not available until guests have checked in.

Can we use the spa after check-out?

Spa treatments can be booked up until 1 pm on the day of your check-out; however, all of your personal belongings must be removed from your guest room and stored behind the Front Desk.

Is KurSpa available to outside guests?

Due to high occupancy, the KurSpa is reserved for overnight guests of the hotel. However, we do offer bookings for our Cryo Cold Sauna to outside guests.

When is KurSpa open?

KurSpa is open from 7:00 AM – 10:00 PM. Treatments are available through KurSpa Reception from 9:00 AM – 7:30 PM.

Can I use gift cards for KurSpa charges?

Yes, gift cards from Sparkling Hill Resort are accepted towards KurSpa charges. Gift cards for the KurSpa can only be redeemed during an overnight stay at the Resort. As of March 31st, 2018 please note that all gift certificates/cards from WaySpa will no longer be accepted at KurSpa and Sparkling Hill Resort. (Please contact WaySpa directly for any questions or inquiries.)

How can we access the steams & saunas?

Our European-inspired Steams and Saunas are open daily from 2 pm-10 pm.

Are phones or cameras permitted in KurSpa?

Electronic devices are permitted in KurSpa. However, in order to maintain the relaxing atmosphere of KurSpa and in being respectful of all guests, we request you to kindly keep electronic devices on silent, refrain from voice and video calls, and respect the privacy of guests around you

Is the outdoor infinity pool open year-round?

Yes, our outdoor infinity pool is heated and open year-round.

How far in advance should I book my Spa appointment?

We recommend making spa appointments at least 6 – 8 weeks in advance. Please note long weekends and holidays are peak services times and may require further advance notice.

Why do I need to provide personal health information before having a spa treatment?

To ensure a safe and relaxing treatment experience, we require that you complete a client intake form upon check-in. If you have certain medical conditions or are pregnant, certain services may have to be modified or may not be appropriate. Please note all service times include a consultation and/or assessment. Consultation times may vary based on individual guest needs.

Are massage treatments reimbursable through my private health insurance?

Massages are provided by trained Spa Practitioners and not Registered Massage Therapists. We do not provide receipts for insurance.

Why do you not have Registered Massage Therapists (RMTs)?

As we are unable to see our guests on a regular basis, we have found that it is best for us to not offer RMT treatments as not to disrupt our guests’ existing massage treatment plans. Our Spa Practitioners are certified to provide the light to medium pressure relaxation massage techniques that are offered in KurSpa.

Can I have spa treatments if I am pregnant or have a medical condition?

Please let us know at the time of booking as it is our pleasure to recommend the treatment best suited to your health and wellbeing. The steam rooms and sauna amenities are not recommended to pregnant guests as sudden temperature changes can result in pregnancy complications. Please consult your doctor for advice prior to arriving.

Do I provide a gratuity for my treatment?

Gratuities are left at the discretion of our guests, they are not expected but they are appreciated.

What should I wear for my treatment?

Different treatments involve different levels of disrobing or clothing requirements. It is safest to arrive in your spa robe and slippers and undergarments to your comfort level. Your Spa Practitioner will explain the level of undress recommended for the treatment you have booked. All practitioners are trained in professional draping techniques and you will be covered appropriately at all times. It is our pleasure to make treatment adjustments to respect your comfort level when undressing.

Can I request a specific practitioner for my treatments?

Yes, it is important to let us know when you are making your reservation if you have a gender preference for your practitioner or if you have any specific needs or requests.

Room
Policies

  • Please note only guests 19 years or older are permitted to stay in a room. Any guests between 16 and 19 years of age must be accompanied by an adult and have a valid government issued photo ID.
  • Check-in time is at 3:00 p.m. Since we have such a high volume of early arrival requests we are unfortunately not able to accommodate them all. When you put in your request for early arrival please be aware that you will not have access to the spa until you are checked into the room. This includes all swimming pools, steams, saunas, gym and relaxation rooms. As soon as your room is ready you will get access to these amenities.
  • If a debit/credit card is used, a pre-authorization will occur through your financial institution at check-in for the projected amount/spa/tax plus approximately $200 per night for incidentals. These funds will not be available for use from your financial institution. If you pay your charges by other means at check-out, the unused amount will be released from your card. However, depending on the processor and your banks procedures, it could take up to 10 days for the unused amount to be credited back to your account. Sparkling Hill takes no responsibility for any returned cheques, overdraft or financial fee/charges associated with your financial institution.
  • A fee of $115 per robe and $45 per pool towel will be charged if any are missing from the guest room upon departure.
  • The use of all facilities are at the risk of the user(s) and Sparkling Hill will not be held liable for any damages to vehicles and/or personal injury while on property.
  • Pet friendly rooms are available at the resort, however there is a limited number of rooms available and they must be booked well in advance. In a regular pet room there is a nightly fee of $25 per pet which will be charged along with the room and tax. Pets are limited to a maximum weight of 60lbs.
  • Sparkling Hill is a smoke free environment. Smoking of cigarettes, marijuana and vaping of any kind is not permitted in all areas of the hotel including the rooms. A $200+ reconditioning fee will be assessed for guests that do not comply with the non-smoking policy. This charge will be applied to your room account.
  • Please be advised that any room that is vacated in very poor condition will be charged a cleaning fee of $100. This includes but is not limited to, glitter in the carpets, confetti, abundance of garbage, drug paraphernalia, etc. Any damage to the room will be charged separately based on the value of the item damaged.
  • Sparkling Hill is a destination wellness resort and all guests should be able to have a relaxing and rejuvenating stay. Should noise complaints arise and one warning has been issued, once the second (final) warning has been issued the uncompliant guest will be required to cover the disturbed guests’ room and tax for that night. If noise issues continue, the uncompliant guest will be required to leave the premises of Sparkling Hill immediately.
  • Valet parking is complimentary for one vehicle per room. Valet parking for additional vehicles is available for a $20 fee per day.
  • Check-out time is 10 a.m., if this time is exceeded without prior authorization, a late check-out fee of $150.00 will apply to the guest account.
  • All vehicles that are registered for valet parking, or that are parked in our valet circle must have their keys registered and tagged at the front desk in case the vehicle needs to be moved. Please ensure that you stop by the front desk as soon as you arrive to ensure your keys are tagged. If you wish to not have your vehicle underground we ask that you park either in the parallel parking or in the day guest parking.
  • If you lost an item during your stay, we would be happy to check our Lost & Found for you. Email housekeepassistmgr@sparklinghill.com with a description of your item and where it may have been left.

Spa Etiquette

Is KurSpa available to outside guests?

Due to high occupancy, the KurSpa is reserved for overnight guests of the hotel. However, we do offer bookings for our Cryo Cold Sauna to outside guests.

When is KurSpa open?

KurSpa is open from 7:00 AM – 10:00 PM. Treatments are available through KurSpa Reception from 9:00 AM – 7:30 PM.

How can we access the steams & saunas?

Our European-inspired Steams and Saunas are open daily from 2 pm-10 pm.

Are phones or cameras permitted in KurSpa?

Electronic devices are permitted in KurSpa. However, in order to maintain the relaxing atmosphere of KurSpa and in being respectful of all guests, we request you to kindly keep electronic devices on silent, refrain from voice and video calls, and respect the privacy of guests around you.

Is the outdoor infinity pool open-year round?

Yes, our outdoor infinity pool is heated and open year-round.

How far in advance should I book my Spa appointment?

We recommend making spa appointments at least 6 – 8 weeks in advance. Please note long weekends and holidays are peak services times and may require further advance notice.

Why do I need to provide personal health information before having a spa treatment?

To ensure a safe and relaxing treatment experience, we require that you complete a client intake form upon check-in. If you have certain medical conditions or are pregnant, certain services may have to be modified or may not be appropriate. Please note all service times include a consultation and/or assessment. Consultation times may vary based on individual guest needs.

Are massage treatments reimbursable through my private health insurance?

Massages are provided by trained Spa Practitioners and not Registered Massage Therapists. We do not provide receipts for insurance.

Why do you not have Registered Massage Therapists (RMTs)?

As we are unable to see our guests on a regular basis, we have found that it is best for us to not offer RMT treatments as not to disrupt our guests’ existing massage treatment plans. Our Spa Practitioners are certified to provide the light to medium pressure relaxation massage techniques that are offered in KurSpa.

Do I provide a gratuity for my treatment?

Gratuities are left at the discretion of our guests, they are not expected but they are appreciated.

What should I wear for my treatment?

Different treatments involve different levels of disrobing or clothing requirements. It is safest to arrive in your spa robe and slippers and undergarments to your comfort level. Your Spa Practitioner will explain the level of undress recommended for the treatment you have booked. All practitioners are trained in professional draping techniques and you will be covered appropriately at all times. It is our pleasure to make treatment adjustments to respect your comfort level when undressing.

Can I request a specific practitioner for my treatments?

Yes, it is important to let us know when you are making your reservation if you have a gender preference for your practitioner or if you have any specific needs or requests.

Please note only guests 19 years or older are permitted to stay in a room. Any guests between 16 and 19 years of age must be accompanied by an adult and have a valid government-issued photo ID.

Check-in time is at 3:00 p.m. Since we have such a high volume of early arrival requests we are unfortunately not able to accommodate them all. When you put in your request for early arrival please be aware that you will not have access to the spa until you are checked into the room. This includes all swimming pools, steams, saunas, gym and relaxation rooms. As soon as your room is ready you will get access to these amenities.
If a debit/credit card is used, a pre-authorization will occur through your financial institution at check-in for the projected amount/spa/tax plus approximately $200 per night for incidentals. These funds will not be available for use from your financial institution. If you pay your charges by other means at check-out, the unused amount will be released from your card. However, depending on the processor and your bank’s procedures, it could take up to 10 days for the unused amount to be credited back to your account. Sparkling Hill takes no responsibility for any returned cheques, overdraft or financial fee/charges associated with your financial institution.

A fee of $115 per robe and $45 per pool towel will be charged if any are missing from the guest room upon departure.

The use of all facilities is at the risk of the user(s) and Sparkling Hill will not be held liable for any damages to vehicles and/or personal injury while on property.
Pet-friendly rooms are available at the resort, however, there is a limited number of rooms available and they must be booked well in advance. In a regular pet room there is a nightly fee of $25 per pet which will be charged along with the room and tax. Pets are limited to a maximum weight of 60lbs.

Sparkling Hill is a smoke-free environment. Smoking of cigarettes, marijuana and vaping of any kind is not permitted in all areas of the hotel including the rooms. A $200+ reconditioning fee will be assessed for guests that do not comply with the non-smoking policy. This charge will be applied to your room account.
Please be advised that any room that is vacated in very poor condition will be charged a cleaning fee of $100. This includes but is not limited to, glitter in the carpets, confetti, an abundance of garbage, drug paraphernalia, etc. Any damage to the room will be charged separately based on the value of the item damaged.

Sparkling Hill is a destination wellness resort and all guests should be able to have a relaxing and rejuvenating stay. Should noise complaints arise and one warning has been issued, once the second (final) warning has been issued the uncompliant guest will be required to cover the disturbed guests’ room and tax for that night. If noise issues continue, the uncompliant guest will be required to leave the premises of Sparkling Hill immediately.

Valet parking is complimentary for one vehicle per room. Valet parking for additional vehicles is available for a $20 fee per day.

Check-out time is 10 a.m. if this time is exceeded without prior authorization, a late check-out fee of $150.00 will apply to the guest account.
All vehicles that are registered for valet parking, or that are parked in our valet circle must have their keys registered and tagged at the front desk in case the vehicle needs to be moved. Please ensure that you stop by the front desk as soon as you arrive to ensure your keys are tagged. If you wish to not have your vehicle underground we ask that you park either in the parallel parking or in the day guest parking.

KurSpa Etiquette

As a courtesy to other guests, we require 24-hours’ notice for any changes or cancellations, otherwise, the full fee may apply. Please note for group spa bookings, cancellations within 7-days of the appointment date will result in a cancellation fee of 50% of the booked service cost, and cancellations within 72-hours of the appointment time will result in a cancellation fee of 100% of the booked service cost. We do not provide refunds for cancelled or missed appointments. Should you need to cancel within less than 24-hours due to illness, this fee will be waived.

Please note that all massages are performed by Certified Spa Practitioners, not Registered Massage Therapists.

Please check in with KurSpa Reception at least 15-minutes prior to your treatment in order to prepare for your services. Late arrivals will end as scheduled in consideration of the next guest.

It is important to let us know when you are making your reservation if you have a gender preference for your practitioner or if you have any specific needs or limitations. Sparkling Hill is an adult-oriented wellness resort. Guests under the age of 16 are not permitted to use the KurSpa facilities or to have spa treatments.

To ensure a safe and relaxing treatment experience, we require that you complete a client intake form upon check-in. If you have certain medical conditions or are pregnant, certain treatment services may have to be modified or may not be appropriate. Please note all service, session and treatment times include consultation and/or assessment procedures. Consultation times may vary based on individual guest needs.

KurSpa is not responsible for any lost, stolen, or damaged items. Please leave your valuables in your guest room. Lockers are available for sign-out with KurSpa Reception.

All retail product sales are final. We do not provide exchanges or refunds.

5% GST will be added to services. Prices do not include gratuities. Gratuities are left at the discretion of our guests. They are not expected but they are appreciated. Prices are subject to change without prior notice.

No Lifeguard is on duty at any of the pool areas. No diving or unnecessary splashing of water. No floatation devices are permitted.

KurSpa is a quiet and still environment to help you relax and rejuvenate. Guests should arrive at KurSpa dressed in their robe and slippers and bring their brown KurSpa towel with them. Street clothes and outdoor footwear are not permitted.

Food, alcohol, and glassware are not permitted in the KurSpa. Please note treatments and steams and saunas increase circulation, therefore, increasing the effects of alcohol on the body. If guests are found inebriated, you may be asked to leave the spa facilities.

The spa is a place of peaceful relaxation. We ask that Guests use their spa voices at all times. To maintain a tranquil environment, voice and video calls are not permitted in the KurSpa.

Pet Policies

  • We would prefer that your pet is not left unattended in your room.
  • Your phone number must be reachable at all times when your pet is left unattended in your room.
  • Please keep your pet on a leash at all times inside the hotel as well as around the exterior of our property.
  • There are certain areas of the hotel where pets cannot be admitted. These include all public areas, PeakFine Restaurant, Barrique & Java Café, KurSpa, Gerni’s Farmhouse, Fireside Terrace, as well as meeting rooms.
  • Please pick up after your pet. Bags are available at the front desk or on Hiking Trail #6.
  • Should your pet have any accidents on the premises, please clean up after him or her promptly, or ask for assistance.
  • 2 is the maximum number of pets allowed to stay in a room.
  • A charge of $25.00 will be assessed per night to cover additional cleaning costs.
  • Any damages to the room or property caused by your pet will be added to your room account.
  • Please utilize the “Pet on Vacation” door hanger when you are out of the room to ensure people are aware there is a pet in the room.