Professional Documents
Culture Documents
com 2018 1
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fast living/
slow aging
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global spa and wellness www.spabusiness.com 2018 1
Wellness Charles
real estate Davidson
first-ever on Peninsula’s
research report big expansion
NICOLAS
RONCO
ON SLEEP, CITIES AND FRANCHISING YELOSPA
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The St. Regis, Bora Bora Resort.
Molitor, Paris.
Clarins, the leading prestige
skin care brand in Europe1
and 60 years of Spa experience.
Spa treatments have always been the source of Clarins’ expertise.
60 years ago, Clarins founder discovered that by listening to what clients had to say,
he gained a better understanding of their specific beauty concerns. Listening to his clients
Hôtel Mont-Blanc, Chamonix. was a ‘winning idea’ he always maintained.
Based on Clarins’ scientific understanding of the face and body, all of our spa treatments
are performed using 100% manual methods; no machine can replace the instinctive
sensitivity, warmth or gentle precision of the hands. This approach to beauty is what’s kept
our clients coming through the door, again and again.
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EDITOR’S LETTER
Healthy celebrations
The tide is turning on excess, with more and more consumers
interested in marking high days and holidays with wellbeing rather
than indulgence. The rapid growth of veganuary and dryjanuary are
just early indicators of this awakening and we must back this trend
C
elebrating life is a fundamental part of being
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CONTENTS spa business ISSUE 1 2018
58: Interview:
Nicolas Ronco
is launching his
urban YeloSpa
model as a
franchise
We are distinct
as a five-star chain
offering a cohesive
approach to Indian
wellbeing
Andrew Saldanha, ITC Hotels
40: Top Team: ITC Hotel Group
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86: WeWork’s Avi Yehiel
78: Colorado’s Historic Hot Springs Loop
Wellbeing is as much
about the mind as
the body, so we have
created a spiritual
mountaintop haven
Irena Staudenmaier, Bürgenstock
72: Exploring a Tuscan thermal cave
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FROM THE SEA TO THE SKIN
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P H Y TO M E R o f fe rs t o p ro fe s s i o n a l s
the most fascinating elements of the sea
to reveal the beauty of the skin.
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uniting the world of wellness
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MORE TO ENJOY...
What’s hot in Leisure Media’s magazines
Barbara Den Bak: Bjarke Ingels on life, Lego Nicolas Ronco on David Attenborough at
leading boutique fitness and how the BIG team is taking his YeloSpa the American Museum
in the Netherlands giving form to the future model to franchise of Natural History
Read all of our latest magazines & back issues online: leisuremedia.com
Manchester United Sport report omits Joshua Luckow Record year for Universal
legend Gary Neville Healthy Pupil cuts launches wellness
venture SolaVieve Six Flags’ world-first
Dementia-friendly David Beckham launches solar theme park plan
sports facilities MLS ‘dream team’ Wellness real estate gets green light
worth US$134bn
Tom Holden on how The disease timebomb Mark Fazzone named
BASES supports that will face over- Massage Heights new director at Fifa
sports researchers 65s in 2035 plans US expansion museum in Switzerland
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“As a proud stockist of VOYA Organic Beauty, The Spa at Galgorm’s
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Louise sNicholl
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Letters 1 2018
Letters
Do you have a strong opinion, or disagree with somebody else’s point of view on
topics related to the spa industry? If so, Spa Business would love to hear from you.
Email your letters, thoughts and suggestions to theteam@spabusiness.com
I
t’s interesting to read how
cold therapies are all the
rage (see SB17/4 pages
44-46), but in fact they are
nothing new. European spas
were based on the belief that
exposure to water – in particular
contrasting hot and cold
water – could effectively treat
disease. In the 19th century, at
the height of the hydrotherapy
revolution, spas even promoted Cold therapies are
themselves as being able to now coming into vogue
cure tuberculosis and syphilis! in spas; however, in
Kick-started by Vincenz Europe they never
Priessnitz and Sebastian Kneipp, went away
the concept of applying hot and
cold water onto the body has the body is then exposed to
left us with treatments that are extreme cold, these vessels react
still around today. Kneipp baths with an aggressive constriction
– walking barefoot in shallow that pushes out the blood to
hot and cold foot baths filled the ‘twig ends’ of the blood
with pebbles – are commonplace vessels (the extremities of
in European spas. There is the capillaries) – hence that
also the ‘Scottish spray’, where wonderful tingling sensation
high-powered jets of water are you feel after jumping into a
fired at your naked body from plunge pool after a sauna, which
a distance of 3 to 4 meters, first is a natural circulation boost.
at the deceptively comfortable Cold therapies are now
temperature of 38oC, then after coming into vogue in spas;
30 seconds, a sinister lever is however, in Europe they
pulled and the temperature never went away. I regularly
Kneipp baths are
drops to 16oC for 10 seconds. use the old Turkish thermal
commonplace in
This is repeated several times – baths in Budapest, first the
many European spas
and is not for the fainthearted. unbearably hot pool at 42oC
So why has cold-water therapy for as long as I can stand, then
stood the test of time? In heat, I drift off after in the cool 32oC
the blood vessels dilate and pool feeling as if I have been
the blood pressure reduces. If tranquilized – unbeatable!
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Healing holidays include mental and spiritual growth
D
oes anyone remember
the world before
the word ‘wellness’
existed? One could
almost say that wellness is the
LZF/SHUTTERSTOCK
more modern and softer version
of the European system of
‘cure’ – and now healing is the
evolution of wellness. In this
evolutionary process, people
become more and more aware
of their true needs. Healing For true healing, issues, as long as they are not a personalised consultancy.
implies change and learning, you have to learn what severe medical problems. In This leads to a tailor-made
whereas wellness is more about is necessary to improve many cases, their offerings in healing plan, which can include
pampering your status quo. your state of wellbeing, the realm of alternative, natural nutrition, movement, therapeutic
Healing is an active process both physically and and ancient medicine can be treatments, and more. At the
to change for better health and mentally more effective than allopathic end of a healing holiday, there
a better life. For true healing, medicine – especially in the case is a perceptible improvement
you have to learn what is of lifestyle-related diseases. of one’s health – a mental and
necessary to improve your state Today there are many spiritual growth that comes from
of wellbeing, both physically non-invasive and highly learning and understanding
and mentally. It is the learning effective diagnostic tools how to live a better, more
that makes healing sustainable. available, so the healing journey purposeful and meaningful life.
Many hotels offering healing can begin with a thorough Find out more:
can cater for specific health diagnosis as a foundation for healingsummit.org
W
ith great interest These recent revelations from the professional background
I have read spa visitors about their abuse of these ‘spa predators’?
Liz Terry’s have been shocking and Besides an urgent need for
article on the chilling. How on earth could the spa industry to establish
existential threat in the world this happen? How could these policies and codes of conduct,
of spa, dealing with allegations ‘therapists’ be allowed to go it is of great importance to look
of sexual abuse of customers on and stay in the business? at the aspect of professionalism
by spa therapists (see SB17/4). More importantly, what is in the spa market.
Are spa owners willing The spa industry needs
to invest in well-educated to see the importance of
therapists who study hard educated students – and
and have gone through strict to pay them well
exams? Or is money the first
factor in decision-making? I don’t have insight into the
There are many ambitious background of the accused
spa students who invest in spa therapists, but regardless,
their future – both financially the spa industry needs to see
ULIANAG/SHUTTERSTOCK
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SPA PEOPLE by Jane Kitchen
spa people
We see ourselves
as creators of spaces
where wellness can
be provided at both
theoretical and
experiential levels
Charles Davidson owner,
Peninsula Hot Springs
A
ustralia’s Peninsula add 126 rooms of accommodation, terraced garden – was completed
Hot Springs (PHS) a first for the hot springs. in December, and is used for
is significantly “The purpose of our business growing vegetables, herbs, teas,
expanding its is to create experiences where mushrooms and medicinal plants.
offerings, adding in an educational our visitors can relax in “Visitors will be able to walk
building, new sauna rooms, a nature and connect with the the gardens and talk to the
deep therapy pool, a Fire & Ice deep well of their being,” says horticulturist,” says Davidson.
hot and cold bathing area, a ‘Food founder Charles Davidson. “The chefs in the wood-fired
Bowl’ area with on-site agriculture “Many of our experiences are pizza oven area will walk with Guests will be able
and picnic areas where guests story-driven – we want them to groups to collect fresh tomatoes, to sit on the terraces
are invited to “eat [themselves] be places where guests can be capsicums and other vegetables, or float in pools and
to good health,” and an arts and engaged in the experience.” and use for toppings on pizzas.” watch performances
culture area with an open-air The Food Bowl will ultimately on the stage
amphitheatre with seven pools Food Bowl have seven terraces, with a
and seated terraces for up to 700 The first stage of the Food Bowl lake at the bottom and a stage
people. Plans are also underway to area – a 3-acre (1.2 hectare) that will host performances.
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culture, relaxation, health and Finding time to Saunas that enable groups of 20 programme. The programme will
wellbeing,” says Davidson. to 30 people to be in the space at include training in hammam,
relax and be with
once are being added so that sauna sauna, hydrotherapy, floating water
Overnight facilities friends in a natural masters can train classes. Two new therapies, clays, contrast therapies,
The hot springs is also building setting is at the sauna rooms will provide a variety Kneipp therapy and more.
126 rooms of overnight core of the hot of temperatures and humidities
accommodation, including 22
springs experience and will enable a class to be held Fire & Ice
private lodges with access to their on one side while the public can A Fire & Ice area will include cold
own private thermal hot spring enjoy the facility on the other. baths, ice baths and an ice cave
pool, as well as condominiums A new deep therapy pool will for guests to experience contrast
and a glamping area with luxury allow guests to experience floating bathing – spending time in saunas
tents. These will be introduced treatments such as watsu, and is and hot springs pools, followed
in a staged rollout from July large enough for three treatments by plunging into cold and ice
2018 through November 2020, at one time so that it can be used experiences. The size and styles of
and thermal heat from the hot for education. PHS’s hammam the pools are specifically designed
spring water will be used to also has a capacity of 24, as does for social bathing experiences.
hydroponically heat the buildings. the new Clay Ridge area, which “Finding time to relax and
features a programme where be with friends or yourself in a
Education guests can paint mineral-rich mud natural setting is at the core of the
A new building designed for on their skin before washing it off. hot springs bathing experience,”
education has also been added. Davidson said he’s also says Davidson. “There is a lot
“We see ourselves as creators of developing training modules of fun and laughter to be had
spaces where wellness can be for various global bathing with friends when going in and
provided at both theoretical and modalities, with the intention of out of what could be considered
experiential levels,” says Davidson. creating a Global Bathing Masters extreme bathing experiences.”
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SPA PEOPLE
W
hen Katherine
Lo’s father,
Langham
Hospitality
Group chair Ka Shui Lo, tasked her
with remaking the group’s Eaton
brand to appeal to a millennial
audience, she used her background
in activism, anthropology and
film to create a space that merges
hospitality with social change.
Lo’s new hotel brand, Eaton
Workshop, has four distinct parts:
hotel, house, media and wellness.
The first location is set to open
in Washington, DC, early this
year, with more to follow in Hong
Kong, San Francisco and Seattle. a holistic approach built on the
“The brand is the manifestation mind-body connection. This
of me ‘following my bliss’ so The first Eaton includes classes like yoga and
others can follow theirs,” says Workshop will open meditation, alternative therapies
Lo. “Beyond the eco-minded in Washington, DC like reiki and acupuncture, and
design and community-oriented sensory experiences including
offerings, through the power of infrared saunas and sound baths. creating partnerships with organic
our programming and content, we “Vegetable-forward” and detox bath products and organic
will take a moral stance and food and beverage menus will mattress companies, installing
catalyse productive, positive be offered, and the locations rooftop organic gardens and wind
change through dialoguing.” will host guest speakers in the turbines, and practicing aerobic
Wellness programming health and wellness industry. food waste decomposition.
at Eaton Workshop is Leong Leong and Kengo Taking cues from political and
inspired by new age Kuma and Associates have countercultural movements from
practices and experiential been brought on for the design the Beatniks to last year’s Women’s
learning traditions, with architecture, and Gachot Studios, March, the 209-bedroom Eaton DC
Parts and Labor Design and will include a wellness centre with
OLo is the daughter of Avroko for interior design. yoga, meditation and alternative
Langham Hospitality The brand plans a serious treatments, as well as an event
chair Ka Shui Lo focus on sustainability, space, coworking club, rooftop bar,
restaurant and 50-person cinema.
“Recent political events
make our first hotel in DC that
much more trenchant,” says Lo.
“The Eaton we are creating will
We’re an ethical business, be a safe space and sanctuary
welcoming all who share for all: international, people of
colour, LGBTQ and more.”
our desire to build a better The Eaton Hong Kong will follow
world and protect not just later this year, and will open in the
the planet but one another emerging Kowloon neighbourhood.
26 spabusiness.com
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PERFECTING
SALON STYLE
SINCE 1918
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SPA PEOPLE
A
s a former executive
director of US
destination spa
Canyon Ranch, Joshua
Luckow had the rare opportunity
to work in every key area of
the business while overseeing
the company’s complicated
operations and jointly running Natalie Rushton and Jerry Cohen (right)
the flagship property in Arizona. will join Luckow in the new company
Now, he wants to use his
experience to bring a similar
type of wellness destination to
We are not about momentary
Europe and beyond. Working detoxification or mere escapism,
with several other former Canyon but nurturing one’s lifestyle
Ranch employees, Luckow has Natalie Rushton
started a new venture, SolaVieve,
which will design, develop,
acquire and operate holistic, from a glamorous extravagance Luckow says SolaVieve, which
immersive wellness properties. to a meaningful pursuit.” is headquartered in Geneva,
“This is the dawn of a consumer- Luckow is the former Joining him is Jerry Cohen, who Switzerland, is focused on
led revolution within the booming executive director co-founded Canyon Ranch and generating a sustainable triple-
wellness market,” says Luckow. of Canyon Ranch was the long-standing CEO, and bottom-line return — people,
“Vacationing is moving from and hopes to bring will serve as SolaVieve’s executive planet, and profit. Key to the
indulgence to purpose; hospitality a similar model to chairman; and Natalie Rushton, model is bringing on expert
from conventional to experiential. Europe and beyond who was senior operations staff who engage guests at a
At the same time, healthcare is manager for Canyon Ranch’s At transformational level in health
shifting from sick care to optimal Sea SpaClub division, and who is and wellbeing. “We are not about
living, while spa is moving the vice president of operations. momentary detoxification or
mere escapism, but nurturing
one’s lifestyle,” says Rushton.
Programming falls under one
of six divisions: Health & Healing,
Fitness & Movement, Spiritual &
Creative, Rest & Relaxation, Food
& Nutrition, and Personal Growth.
The business model will bring
an all-inclusive concept, in order
to “minimise the transactional
costs that might prevent someone
from pursuing their passion,
curiosity, or recommended
health action,” says Luckow.
Plans are underway for the first
SolaVieve, but Luckow is keeping
specifics under wraps for now.
He hopes to have three locations
Guests will be engaged on a transformational level
within the next five years. O
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Heritage property in Singapore will
be home to Six Senses’ first city hotel
Luxury wellness hotel operator Six Senses
will open its first city hotel in Singapore this
year as part of a restoration of two buildings
in the heart of the city-state’s Chinatown.
Six Senses Singapore is split across
two buildings within walking distance
of each other, Six Senses Duxton and
Six Senses Maxwell, and will celebrate
local Singapore culture and history.
The buildings feature a mix of Chinese,
Malay and European elements, including
neo-classical lion head motifs, Chinese
porcelain-chip friezes co-existing with
Malay timber fretwork, French windows,
Portuguese shutters and Corinthian
pilasters. Six Senses Duxton is due to
open in April 2018, followed by Six
Senses Maxwell three months later. Designer Anoushka Hempel is transforming the Six Senses Duxton Road location
“Such unique properties do not come
to market often, and we are delighted project,” says Neil Jacobs, Six Senses CEO.
to be working with Satinder Garcha and “The buildings will be the last heritage
Harpreet Bedi of Garcha Hotels on this hotels of this quality to be developed
in Singapore. Each building has its own
distinct personality, but what makes Six
Senses Singapore so special is that guests
can enjoy all the offerings of both locations
plus the neighbourhood when staying with
us. It’s all about community and being part
of the rich, local culture of Singapore.”
Six Senses Duxton Road will have
It’s all about a traditional Chinese doctor offering
community and being readings, health recommendations and
part of the rich, local a medicinal herbal dispensary, while the
culture of Singapore Maxwell location will have a Six Senses Spa.
Duxton Road features a restored row of houses Neil Jacobs More: http://lei.sr?a=r9m5Y_B
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Canadian spirit to shine
at upcoming Nordic spa
The newly renovated Kananaskis Delta
Lodge in Canada will soon be home to a
Nordic spa with a Canadian spin. Set to
open in February and spanning 50,000sq ft
(4,645sq m), the Kananaskis Nordic Spa will
be set deep in Alberta’s Kananaskis County,
surrounded by forest and mountains, and
is designed as a Canadian perspective on
the wellbeing lifestyle of Scandinavia.
The spa will feature a relaxation lodge,
five outdoor pools, six sauna and steam
cabins, an exfoliation room, saltwater The outdoor spa will have spaces for hydrotherapy, meditation and socialisation
float pool, outdoor heated hammocks, a
meditation labyrinth, heated lounge chairs hammocks, eight treatment our extensive knowledge of
with music stations, a dream lounge, rooms, and a bistro. the health and wellness
30-person yoga studio with silk yoga “We wanted the spa industries, has shaped the
to feel Canadian from Kananaskis Nordic Spa
its core,” says Jennifer experience – right down
Buckler, vice president to the little details.”
of spa and development. Examples include
“We’ve taken the social campfire settings
philosophy and practices of within the outdoor woodland
Nordic wellness and created design and a tartan spa robe
an original design out of it. We wanted the featuring a 1964 maple leaf
This is a space that reflects spa to feel Canadian print by David Weiser.
not only our location, but from its core A modern-rustic, three-
the Canadian way of life; Jennifer Buckler storey spa lodge will offer
it’s a different take on the a minimalist treatment
increasingly popular Nordic Spa style menu, and will be surrounded by a series
of repair, relaxation and rejuvenation. of hot, saltwater and cold plunge pools.
The three-storey spa lodge will offer treatments The Canadian attitude, combined with More: http://lei.sr?a=a7u2f_B
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GOCO will develop a
50-key Retreat over
the next 12 months
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Carol Stratford, Michael Tompkins and
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The Cloud Twelve Club is situated over three floors and has a holistic spa
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DIARY DATES
1 5
women who aspire to leadership in
the wellness industry. Mushrooms Getting our “Clean
http://lei.sr?a=y6M5n.com emerge from Air Act” together
underground As the gravity of toxic air becomes
9-11 March 2018 More people will clearer, people will monitor indoor air
Beauty Düsseldorf explore the medicine quality using sensors and apps, invest
Dusseldorf, Germany that mushrooms provide, including ‘magic in air purifying devices, adopt pollution-
Showcases the latest wellness mushrooms’ as treatment for anxiety, fighting beauty regimes, embrace salt
trends and beauty products, and depression and addiction, and regular therapy and breathwork training, or choose
attracts international visitors. mushrooms as inflammation fighters. “lung-cleansing” travel destinations.
2 6
www.beauty-duesseldorf.com
A new era of Extreme wellness
11-14 March 2018 transformative Hacking our way to better
Green Spa Congress wellness travel brains, bodies and wellbeing is
Carmel Valley Ranch, California Travel that challenges people on the rise, with a surge in brain-
The 10th anniversary of this event for on a personal level, especially optimising nootropics, and a
eco-minded spa professionals. through storytelling, hyper-personalised view of
www.greenspanetwork.org performance, music and art health and wellness, thanks to
will increasingly get served tests using DNA, epigenetics
15-18 March 2018 up with wellness. and microbiome testing.
3 7
Cosmoprof Worldwide
Bologna, Italy Reframing the Wellness meets
One of the biggest beauty trade fairs; first 1,000 days happiness
includes a two-day spa symposium. Preconception and paternity The wellness world needs
www.cosmoprof.com will enter the health equation, with a focus to focus on happiness – and on driving social
on the role of epigenetics, and treatments connection and technology disconnection.
25-27 April 2018
8
such as yoga, massage, and mindfulness will
Intercharm Professional be used to treat babies and children. A new feminist wellness
4
Moscow, Russia From a surge in women-only wellness
More than 2,500 cosmetic and The Wellness Kitchen clubs and co-working spaces to a storm
equipment suppliers exhibit at this A new model of “Wellness Kitchen” of FemTech “solving” for women’s bodies, a
trade show for the Russian beauty will store fresh fruits and vegetables as new feminist wellness is on the horizon.
and salon sector. opposed to processed foods, and designs will ©Global Wellness Institute
www.intercharm.ru celebrate uncluttered, well-ventilated spaces. Full report: http://lei.sr?a=b5z5N_B
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SPATEC 18
Europe
www.spateceu.com
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NEWS REPORT
Travelling well
A
group of industry veterans The Wellness Tourism Association is a
has come together to create
a not-for-profit business
new initiative that hopes to be the voice
to help define the wellness of the industry. Jane Kitchen talks to
sector, market it to tour
the people behind the organisation
operators, and create
networking, education and marketing
opportunities for those in the industry. destination spa Canyon Ranch, who is unite all the various categories that fall
Headed up by chair Andrew the organisation’s treasurer; Madeleine under the umbrella of wellness tourism
Gibson – who is Accor Hotels’ vice Marentette, founder of Canada’s Grail for a common purpose – which is the
president of wellbeing – the Wellness Springs Retreat Center for Wellbeing; and benefit and sustainability of the industry
Tourism Association (WTA) aims Nilendu Srivastava, managing director of for the ultimate good of all, including the
to create a network for destination The Art of Living Retreat Center in North consumer,” says Dimon.
marketing organisations, hotels and Carolina, US. Cindy Hoddeson of the But the first step is to create the
resorts, tour operators and travel Monaco Government Tourist Office is the industry definitions for various terms
agencies that have an interest in the association’s first tourism board member. within the sector. As Gibson explains:
growing wellness tourism industry. “We want to elevate standards and
“As an association, it is crucial that we Defining the industry give credibility to the industry. There’s
work together to help define our industry, The WTA’s goals are to create a common so much vagueness, so much lack of
as well as to educate the public so they can set of standards and definitions of clarity – when we get the industry
recognise legitimate and credible wellness wellness travel categories; educate and speaking with a unified voice, then
suppliers and operators,” says Gibson. increase awareness of wellness tourism, we can go to the consumer with it.”
Gibson is joined by founding members especially among tour operators and That includes defining a destination
Anne Dimon, CEO of Travel to Wellness, travel agents; and to provide a networking spa versus a resort spa, for instance, and
who serves as the WTA’s president; platform for those involved in the industry. looking at defining wellness retreats,
Thomas Klein, president and COO of US “The WTA will define the industry and wellness travel and wellness vacations.
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O The Wellness Tourism Association hopes to
unite the categories that fall under the umbrella
of wellness tourism, and to market the sector
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TOP TEAM: ITC HOTELS
spa
E
ncompassing more than In addition to constructing hotels that
100 properties in 70-plus have won architectural accolades, ITC’s
destinations, ITC Hotels is one brands include culinary concepts based
of the fastest-growing Indian on the varied gastronomy of India. Each
hospitality chains. Backed by the might of these dining experiences is aligned
of a multi-dimensional corporation, it to ITC Hotels in relevant regions.
forms one of 13 businesses comprising Fuelled by a desire to introduce
ITC Limited, an enterprise rated among an indigenous spa brand that would
the top three private-sector contributors leverage Indian wellness philosophies
to the national exchequer, with a and compete at an international level,
turnover exceeding US$8bn. Feeding the chain launched Kaya Kalp in 2008.
into a company-wide ethos of ‘Putting The first spa, at ITC Mughal in Agra,
India First’, the hotels division has 40 made a splash as the biggest Indian
properties in the pipeline across four facility at the time, measuring 9,200 sq m
brands. All but one will open in India. (92,000sq ft). Today, each of the 11 luxury
ITC Hotels entered the business in ITC Hotels has a Kaya Kalp, with the 12th
1975 through a partnership with Sheraton to be unveiled this year. A scaled-down
in Chennai, and has since evolved into version – K by Kaya Kalp – can be found
a chain with a strategic emphasis on in eight WelcomHotels, including
promoting India’s rich cultural heritage. the new Coimbatore property.
Its long-term approach involves building We talk to the people behind the hotel
assets in multiple destinations in order to chain and spa brand to find out more.
generate demand – eschewing a supply The hotels division
focus – thereby attracting visitors to has 40 properties in
different parts of the country. Acquisitions
the pipeline across four Neena Dhillon writes about spas, hotels
and management partnerships are and travel trends around the world, and is
also options as the group grows and brands. All but one a regular contributor to Spa Business.
creates value for tomorrow’s India. will open in India. email: ndhillon@spabusiness.com
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Dipak Haksar chief executive,
ITC Hotels & WelcomHotels
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TOP TEAM: ITC HOTELS
O The relaxation room at the ITC Mughal includes rich, opulent decor, creating a tranquil space
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O Signature colours of the
spa are white and red, but
each location is different
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TOP TEAM: ITC HOTELS
O The Kaya Kalp spa at the ITC Grand Bharat takes up an entire floor at 3,251sq m
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The Anti-Aging Revolution!
Fairmont Le Montreux Palace (CH) St. Regis Mardavall (ES) Kempinski Hotel Bahía (ES) Schloss Elmau (DE)
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OPINION
Ask an expert
How can spas protect guests and
therapists from sexual assault?
Allegations late last year of sexual assaults at US franchisor Massage Envy locations
put the industry in the media spotlight. We ask the experts what can be done
L
ate last year, reports of sexual This is a reminder that what they can do to ensure the safety of
assaults at Massage Envy locations their customers – and what precautions
were made public as part of an
it’s not just our guests who they can take to ensure they don’t wind
investigative report by online news can be victims of assault, up in a similar position. But these reports
outlet BuzzFeed. The story was but also our therapists have also served to remind our industry
widely publicised by US media outlets, that it’s not just our guests who can be
and includes allegations from more than victims of assault, but also our therapists.
180 women who have filed lawsuits, mandating updated background screening So what is the best way to protect both
police reports and state board complaints for all therapists on an annual basis guests and therapists? Are there simple
saying they were sexually assaulted and launching a third-party ‘Universal solutions that can give spa owners peace
at Massage Envy franchised spas. Background Check Screening’. A list of of mind? How can spa managers create a
Massage Envy responded by launching third-party resources is being created to culture of respect and tolerance, and what
a six-step plan called ‘A Commitment help franchisees in their investigations of can they do to educate both their staff and
to Safety’, which includes a partnership sexual assault claims, and Massage Envy guests on the subject – without frightening
with an anti-sexual violence organisation has formed a Safety Advisory Council. people away? And what will the
and clearer steps for responding to In the wake of this news many spa ramifications of this unwelcome publicity
sexual assault claims. The company is owners and managers may be wondering be for our industry? We ask the experts...
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Lynne McNees president, International Spa Association (ISPA)
I Misconduct should be
can’t help but reflect
on what the recent
news of alleged sexual addressed on the first day
of an employee’s training
abuse of guests by
therapists could mean for the
industry. Spas should be places
where customers experience about their policies relating recent news has been all about
relaxation and invest in their to this topic and one recent therapists taking advantage
health. We have to work conversation stood out as an of clients, our members
together as a spa community example worthy of noting. A sometimes get complaints
to ensure consumers and respected spa leader shared from therapists about clients
therapists consistently feel that she has a very strict making inappropriate
safe and respected within all zero-tolerance policy at her spa. advances. Customers who
spas. Building and maintaining difficult situations immediately. If a complaint is made about a cross the line are also banned
confidence are top priorities. Therapists should also be therapist, he or she is removed from her spa – zero tolerance.
The ISPA leadership believes proactive with their clients. from the room immediately and While this is obviously a
that proactive training, active At the beginning of sessions, is not allowed to see any clients challenge for our industry, I
promotion of the ISPA Code of therapists should remind until the matter is completely hope it makes us take a look in
Conduct and a zero-tolerance the client to let them know resolved. If it is determined the mirror and closely evaluate
policy should be adopted by if anything is making them the therapist was in the wrong, our policies and procedures.
spas of all types. Misconduct uncomfortable, encouraging they are banned from the The spa industry is an
should be addressed on the the guest speak up and feel spa – one strike and you’re out. incredibly strong community,
first day of an employee’s comfortable doing so. Proper authorities are notified and there is no doubt in my
training and everyone should I’ve had countless as warranted. And the same mind that we will emerge even
be given the tools to manage conversations with members goes for guests. While the stronger and better than before.
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OPINION SEXUAL ASSAULT
Amy McDonald owner and CEO, Under a Tree Health and Wellness Consulting
E Always do background
nsuring that both
guests and therapists
are safe from sexual checks, call references, and
harassment and
abuse starts with two things: ask the right questions
building and maintaining
a culture of zero tolerance, there may be an issue with is uncomfortable – whether on
and strong hiring policies. another staff member. the table or offering a service –
It’s critical that spas have It’s also worth investing in they need to stop the treatment
strong human resources and an ongoing secret shopper and leave the room. They need
ownership support so that programme – and making sure to know that there is support
both of these start at the top. that all staff are aware of it. and help close by at the front
Management and staff need Staff need to know that their desk and with management.
to know they’re supported, and have them do more than company takes this seriously. The Massage Envy sexual
and that a foundation for zero one service back-to-back, with Having an ongoing abuse story was all over the
tolerance of any harassment both male and female clients. discussion that reinforces news last year, but like so much
– whether it’s towards staff or Include education about a culture of respect and news, the rest of the world
a guest – is fiercely in place. your policies on sexual abuse non-violence is important has moved on. But this is our
Spa managers and owners and harassment in all of your so that everyone feels world, and I encourage us all to
need to invest time in their new hire orientations, and host safe to come forward and take this opportunity to learn
hiring practices, and hire ongoing training and meetings speak about a situation. and implement more policies,
experienced therapists. Always about it. Make it part of the Spas should be open with cultivate stronger cultures
do background checks, call culture, and make sure all staff guests about what they do to and be more vigilant to ensure
references, and ask the right understand the ramifications train, bring awareness and the integrity and longevity
questions. Interview therapists and their responsibility to minimise situations. The main of our industry and our role
both in person and on the table, tell someone if they suspect message should be: if someone in the global community. O
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RESEARCH
Living with
N
Wellness
TO
NS New research from the Global O
H
PH
O
EJ
EL
RIN
IA
Y
KATHE
EUNG
and it’s growing quickly. Research
authors Katherine Johnston
and Ophelia Yeung outline the
findings of this first-ever study
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Wellness real estate value and growth in 2017
NORTH AMERICA EUROPE
7.0% CAGR 4.5% CAGR
$32bn
$55bn
$47bn
$5bn ASIA-PACIFIC
7.3% CAGR
$1bn
W
ellness is a US$3.7tn elevators over using the stairs, goals, interests and experiences
industry, growing texting over face-to-face in proactively pursuing
faster than the global conversations, and screen Wellness real wellness. The power of
economy. The Global time over outdoor estate is a wellness lifestyle real
US$134bn
Wellness Institute recreation. Even as estate lies in its potential
(GWI) sees residential we live longer, more to foster wellness
real estate as the of us are living lonely, global industry in communities, but the
next frontier to transform the wellness
movement. Our homes, communities
unhealthy and unhappy
lives. We cannot address the
2017 connection between the
two is not automatic, and
and surrounding environment directly global crisis of rising chronic requires a shift. This includes
affect our daily behaviours and disease and unsustainable health moving from not just preventing
lifestyles, which together determine costs without committing to a dramatic “sick buildings”, but building homes
between 80 and 90 per cent of our transformation in where and how we live. that enhance health and wellbeing;
health outcomes, so it’s only logical that shifting from passive to active wellness;
consumers should increasingly want to Defining wellness real estate complementing bricks and mortar with
invest in health and wellbeing there. Wellness is not just about physical health; policies, management and programming
it is multi-dimensional, encompassing that build social connections and
Why now the physical, social, mental, emotional, nurture healthy behaviours; and creating
The way our homes have been built in spiritual and other dimensions of our awareness that our individual health
the last century is reinforcing lifestyles selves. All aspects of a person – mind, and wellbeing is intrinsically linked to
that make us sick, stressed, alienated body and spirit – need to work in our broader environment and the people
and unhappy. Our modern environment harmony for that person to be truly well. around us – a shift from “me” to “we”.
has created new health risks – sedentary Wellness lifestyle real estate includes Wellness lifestyle real estate is a
lifestyles, lack of physical activity, homes that are proactively designed nascent industry that recognises – and has
poor diet, stress, social isolation and and built to support the holistic health the potential to meet – today’s immense
environmental degradation. Our built of their residents, while a wellness health challenges. It represents a shift that
environment favours driving over community is a group of people living explicitly puts people’s wellness at the
biking, sitting over walking, riding in in close proximity who share common centre of the conception, design, creation
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RESEARCH
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Wellness real estate pipeline:
Over 740 projects across 34 countries
NORTH AMERICA EUROPE
60
366
293
6
ASIA-PACIFIC
6
12
LATIN AMERICA
/ CARIBBEAN
SUB-SAHARAN MIDDLE EAST /
AFRICA NORTH AFRICA
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RESEARCH
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Sustainability
Innovation Satisfaction
Quality
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PROMOTION: SKIN REGIMEN
Dr Davide Bollati
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Targeting stress and pollution
effects, the formulas contain the
updated Longevity Complex™
and a functional natural aroma.
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FITNESS
We’ve really
cracked the code
of how to make a
franchise work in
a very busy and
expensive city
like New York
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INTERVIEW
Nicolas Ronco
FOUNDER YELOSPA
Nicolas Ronco is taking the next step with his successful urban
day spa model, offering it as a franchise in major cities.
Jane Kitchen finds out what makes YeloSpa different
M
ore than half of the world’s “The goal is to capture a niche that is
population now lives in not catered for today,” says Ronco. “Most
cities – and that number is franchises address a very different market
projected to grow to 60 per – the suburban market – and none of those
cent by 2030. But urban living brands have been able to be in these urban,
does not always equal well high-cost centres. We’ve really cracked
living – pollution, stress and a the code of how to make it work in a very
fast-paced life often take their toll on city busy and expensive city like New York.”
dwellers. Nicolas Ronco, founder of New
York-based YeloSpa, thinks he’s found Urban model
the key to helping the time-starved urban Yelo’s model is tailored for those urban
consumer work wellness into their busy The YeloSpa model includes a centres, and as such, Ronco hopes to see
schedules in a way that fits their needs. strong retail area, as well as a locations in major US cities like Chicago,
Yelo’s flagship New York location was bold colour palette of deep reds San Francisco, Los Angeles and Miami,
opened in 2007, and another one followed and golds inspired by the robes along with international hot spots like
in Puerto Rico; Ronco says the time is right and scarves of Tibetan monks London, Paris, Tokyo and Sydney. His
to grow the business, and he’s now offering goal is to have 150-200 YeloSpa franchises
it on a franchise basis in major cities. within the next five to seven years.
Yelo’s model simplifies the spa menu
into three basic categories: massage,
skincare and sleep. It also uses a unique
price-per-minute option, which lets
guests book treatments in lengths from 30
minutes in 10-minute increments. Clients
choose the length of their session, what
treatments they’d like included, and what
music and aromatherapy they want used.
“We want to make sure we can fit into
people’s schedules – and people’s wallet,”
explains Ronco. “In many high-end
spas, you’re stuck with therapists who
are obsessed with rituals,” says Ronco.
At Yelo, after a consultation, a therapist
will suggest what the treatment should
look like based on how the customer is
feeling, and what they need most that day.
That could be 20 minutes of reflexology,
followed by a massage focusing on a sore
shoulder, topped off with a 10-minute nap.
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INTERVIEW
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After a consultation, therapists
suggest treatments based on
how the client is feeling. Guests
control the sound, lighting and
scent in the Yelo Cabs
“The feedback we got was that like a cocoon, and is a safe haven from
they felt like they were back in the the brunt of the outside world.”
womb, in a very motherly way,” says Ronco has also eliminated
Ronco. But the Yelo Cab is more everything that is not revenue-
than a safe space; it’s also versatile. generating, such as locker rooms, in
“This one cocoon can accommodate order to maximise space efficiency,
either a massage client or a skincare but the model does include a strong
client or a napping client – or someone retail component that features both
who would want to combine all of those skincare and lifestyle products.
treatments in one place,” says Ronco. Skincare brands change every few
Guests can control the sound, lighting years to keep things fresh, but fall into
and smell; there are five different one of three categories: natural/organic;
aromatherapy scents to choose from and £33,000) upfront fee, along with pre- simple to use/functional; and effective/
12 different sound and music options, opening fees and the cost of hardware like medical, for specific issues like spots or
including white noise. Yelo Cabs are also the Yelo Cabs and Yelo Beds, and then a rosacea. Currently, Yelo is working with
transportable, and can be assembled and 7 per cent royalty fee monthly – 2 per cent Germany-based BDR, Naturopathica
reassembled, which makes them ideal for of which is reinvested in the marketing and Kerstin Florian. The retail area also
corporate campuses, malls, airports, or of the brand. Franchisees must take a carries lifestyle products, including
work-sharing spaces like WeWork (see minimum of five Yelo Cab cabins, with a aromatherapy items, pillows, bath
pages 86-89) – all of which Ronco sees as footprint of 1,500sq ft (140sq m), but can products, and spike mats. Ronco has
a big part of the Yelo expansion model. go bigger to customise for their setting. plans to develop his own product line
“The market in health and wellness has to offer at the spa as well. “The way that
really been growing rapidly in the past 10 Retail and design we’ll be growing at YeloSpa in the next 10
years,” he says. “People are becoming way Design-wise, YeloSpa features, bold, rich years is extremely exciting,” he says.O
better informed, and they’re becoming colours – shades of deep red inspired by
obsessed with their health and wellbeing.” the robes of Tibetan monks, and golden
yellow inspired by their scarves. “We put
Jane Kitchen is managing
Franchisees a lot of thought and a lot of money into editor of Spa Business.
In the franchise model, YeloSpa designing the YeloSpa space,” explains email: janekitchen@
franchisees pay a US$45,000 (€38,000, Ronco. “We designed a place that feels spabusiness.com
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NEW OPENING
AL PINE
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H EAL ING
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NEW OPENING
I
t is often that the journey is just
as important as the destination,
and at Switzerland’s grand
Bürgenstock Resort, this rings
true from the moment you arrive
– via a private boat ride across
Lake Lucerne, the mountains
growing ever closer and their snowy tops Guests arrive at the
appearing through the clouds. A cheery new resort on a historic
red funicular railway car whisks you up red funicular railway
the steep slope and deposits you in the
heart of the resort, where a dramatic
10-year renovation and expansion has Heads of state, from Jimmy Carter to
positioned the location as a destination Gandhi, have stayed at the Bürgenstock
for luxury – and a journey to wellness. Resort, and in the 1950s, it served as the
With a history dating back nearly 150 playground for Hollywood elite. Sophia
years, a storied past that includes some of Loren lived here for 13 years, Audrey
classic Hollywood’s biggest names and an Hepburn for 14 – she married Mel Ferrer at
enviably dramatic location perched on the the resort’s tiny chapel – and the glamour
edge of an Alpine cliff, it’s no wonder the of Hollywood’s heydey has left its mark.
Bürgenstock Resort was one of the most The reimagined Bürgenstock Resort
anticipated hotel openings of 2017. Now, has seen an investment from Katara
with the final two pieces of the property Hospitality of 550 million Swiss francs
opened – the 10,000sq m (107,000sq ft) (US$544m, €516m, £438m), and part of the
glass-walled Alpine Spa and The Waldhotel remit in its redevelopment was to capture
Health & Medical Excellence – the and preserve the resort’s storied history.
multi-property Bürgenstock Resort is a Bürgenstock is made up of four hotels,
destination for wellness in all forms, from Managing director Bruno Schöpfer plus a set of private residences and 12
relaxation and indulgence to burnout describes the resort as a ‘hotel restaurants. Managing director Bruno
recuperation, weight management and village’, with 30 different structures Schöpfer describes it as a “hotel village”,
post-operative recovery. with 30 different structures and 12 historic
The resort’s 100,000sq ft spa is perched on a cliff, 450m above Lake Lucerne
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The outdoor infinity
hydropool is heated
to a balmy 35 degrees
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NEW OPENING
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Audrey Hepburn and Mel Ferrer
lived at the resort; the historic
Palace Hotel has been revamped
Highlights of the spa menu include a to enjoy the Alpine air, as well as the ‘The future has a past’. We looked at the
signature Bürgenstock stone massage historically protected kidney-shaped past in order to understand the future,
that uses stones from the Alps, Vichy ‘Hollywood Pool’, which was once and from that past we developed a future
shower treatments, body peelings, facials frequented by the resort’s celebrity guests strategy. It’s wonderful to build on such
and elasticity body packs. The 60-minute in the 1950s. “We don’t want to recreate a wonderful history, because history is
Bürgenstock Alpine Facial uses skincare the past, but we want the guest to feel emotion, and at the end of the day, we
brand Susanne Kaufmann; Kaufmann this history,” says Vafiadis. “We want count on emotions – people want to know
herself comes from a nearby Alpine valley, them to sense that where they are meant about what makes this place a great place.”
and uses her generations-old knowledge something before, and that this is taking it A corridor between the Bürgenstock
of the healing properties of nature to to another level, and continuing the story.” Hotel and the Palace Hotel is designed as
create her products. Luxury Swiss brand a ‘museum walk’, featuring an exhibition
La Prairie and Caribbean brand St Barth ‘The future has a past’ on the resort’s history, with photographs
are also used in the treatments. In fact, the resort’s history was key in the and memorabilia. Vafiadis – who began
A 3,000sq m (32,292sq ft) outdoor spa entire reimagination of the Bürgenstock. work on the Bürgenstock project six
includes a landscaped private garden As Schöpfer explains: “We had a slogan: years ago – took inspiration from these
historical documents and early photos, in
addition to the spa’s setting. “We always
do a lot of research, especially when it’s a
refurbishment and there’s a lot of history
A number of
residences with Alpine
views are available
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NEW OPENING
Natural light is
important in the
Waldhotel’s design
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®
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NEW OPENING
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PRODUCT
FIRST PERSON:
FOCUSGROTTA GIUSTI
GOING
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Italy’s Grotta Giusti boasts Europe’s
biggest underground thermal cave, with
healing waters said to aid respiratory,
circulatory and skin disorders. Jane Kitchen
heads underground to see what it’s like
UNDERGROUND
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FIRST PERSON: GROTTA GIUSTI
A
t the Grotta Giusti in the spa town of
Montecatini Terme, Italy, an ancient
thermal cave that acts as a natural
steamroom has been attracting
visitors for more than 150 years. The
underground cave – thought to be
130 million years old – was first discovered
in 1849, and was quickly expanded into
a spa retreat once the water’s healing powers were
realised. Composer Giuseppe Verdi was a regular visitor,
and regarded it as “the eighth wonder of the world”.
Part of the Italian Hospitality Collection – which
operates three other thermal hotels in the country – the Kitchen, left, with her family – husband Christian,
64-bedroom Grotta Giusti hotel is a 19th-century stone and children Henry (11) and Sophie (9) – at Grotta Giusti
villa with delicately hand-painted ceiling frescoes
and period decorations in the common areas. water like some strange insects, while the buzz from
The hotel’s outdoor thermal pool, set amidst slender the low murmur of Italian reaches us in waves. The
cypress trees in the tranquil Tuscan countryside, activity is relaxed and social in a way that I imagine
is a pleasant 34 degrees Celsius. At one end of the has been passed on through generations. Every so
pool, locals leisurely enjoy the hydrotherapy circuit, often, everyone moves on to the next station.
moving through a series of 40 hydro-massage stations. These day spa guests are big part of Grotta Giusti’s
Everyone wears the required red-and-white swimming business – 80,000 people each year pay the day rate to
caps. From across the pool, their heads bob above the bathe in the pool’s mineral-rich waters – but the star here
is the ancient underground cave, said to be the largest
in Europe. Hotel guests pay an extra €20 for
entrance to the cave, and day guests pay €40,
but that doesn’t appear to be a deterrent.
The underground cave “All guests in Grotta Giusti hotel pay for
has a lake deep enough the grotto,” says Dr Nicola Angelo Fortunati,
to swim and scuba dive in the hotel’s health expert. “The thermal cave
is unique in Europe and people come to
Grotta Giusti especially to experience it.”
Dr Nicola Angelo
Fortunati, the hotel’s health
expert, says guests come to
Grotta Giusti especially to
experience the cave
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The hooded robe does
the double-duty of
making me feel like I’ve
donned a monk’s habit
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FIRST PERSON: GROTTA GIUSTI
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MINERAL BOOSTER
T h e s h o t o f m a r i n e e n e rg y
f o r s m o o t h , p l u m p e d & ra d i a n t s k i n
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SPA TOURISM
Soaking in
the scenery
A tourism initiative aims to put the state of
Colorado on the world map for its hot springs
destinations. Jane Kitchen finds out more
D
eep in the Rocky Mountains a destination for hot springs. The two
of Colorado, leaders from five visitors bureaus then approached other
hot springs destinations have nearby regions of Steamboat Springs,
come together to form the Glenwood Springs and Chaffee County,
Colorado Historic Hot Springs and an itinerary soon emerged.
Loop – a 720-mile (1,159km) “Because each region and the individual
road trip through 19 thermal facilities, hot springs facilities are so different, the Heidi Pankow
national parks and monuments, scenic Loop allows people to enjoy a variety of
byways and outdoor wellness activities. experiences,” says Pankow. “When we
The idea had its genesis in 2015, when mapped it, we realised each destination highlights other tourist destinations
the Colorado Tourism Office put together is about three hours’ drive from the along the way. “These hot springs are
a package for collaborative marketing last stop. This makes a perfect five- to in the most beautiful part of Colorado,”
grants. Heidi Pankow, public relations seven-day driving itinerary, or several explains public relations specialist Vicky
manager for the Ouray Chamber Resort short weekend getaway opportunities.” Nash, who serves as the coordinator of the
Association, spoke to colleagues at nearby The Loop connects 19 thermal facilities project. “That’s why collaborating with the
Pagosa Springs about how they might along mostly two-lane, scenic byways destination areas has worked so well – we
work together to showcase the state as through the Rocky Mountains, and also wanted to market the whole experience.”
The hot springs facilities boast a
wide variety of thermal features – from
intimate private baths to the world’s
Glenwood Hot Springs largest mineral hot springs pool – as well
boasts the world’s largest as vapour caves, hot pots, terraced pools,
mineral hot springs pool travertine formations and aquatic centres.
Marketing power
Nash manages communications, writing
grant requests and reports and ordering
collateral, but the partners all help both
creatively and financially; a contribution
of US$5,000 (€4,078, £3,601) from each
of the five locations is matched by the
state tourism office each year, which
means the Loop has an annual marketing
budget of US$50,000 (€40,780, £36,010).
“As one of the smallest destinations, we
look for any collaboration opportunities
that we can participate in,” says Pankow,
whose region is often referred to as ‘the
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Iron Mountain Hot Springs
is one of the newest
facilities on the Loop
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SPA TOURISM
Steamboat Springs
Colorado
Historic Hot Denver
Grand
The 720-mile Loop travels Junction
Colorado
through the Rocky Mountains,
Springs
connecting five regions and Buena
19 thermal facilities in the Vista
western part of Colorado
Nathrop
Salida
Ridgway
Ouray
Pagosa Springs
Durango
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FITNESS
SPA TOURISM
The small town of Ouray
has boosted its marketing
budget with the Loop
Colorado Historic
Hot Springs Loop
in numbers
720 miles
5 hot springs
destinations
19 thermal
facilities
heritage trains, ghost towns and mining newcomer to the scene – Iron Steve Beckley owns Iron
opportunities. It’s this wide-ranging Mountain Hot Springs only Mountain Hot Springs as well
wellness itinerary, combined with a opened in 2015 – Beckley as Glenwood Caverns
focus on the history of many of the hot gained insight and Adventure Park
springs – many of which have been around ideas from both Old
since the 1800s – that has helped put Town Hot Springs and and the Colorado
western Colorado firmly in the spotlight. Avalanche Ranch. “It’s Business Roundtable’s
“The importance of wellness to our created a relationship Collaboration in
physical and mental health is gaining that’s more collaborative Industry award. “It’s kind
awareness in leaps and bounds in the than competitive,” says Beckley. of surprising how successful
US, at the same time that heritage travel Pankow has a similar story. it’s been so quickly,” says Nash.
is on the rise,” explains Beckley. “The “We’ve built great relationships with Nash says the next phase will involve
Loop combines these trends with the our partners, and are able to reach out making more formalised packages, with
adventure of a Western road trip.” for ideas, best practices, professional hotel stays, rental cars, skiing passes
opinions and advice,” she says. and attractions admissions all grouped
Collaboration The team’s efforts have garnered together for the consumer. The ultimate
But beyond the increases in visitor a number of awards, including Best goal is to get international tour operators
numbers, the Loop has meant a new Idea from the Destination Marketing to put hot springs on their itineraries.
kind of collaboration for many of the Association of the West, Best Campaign She also hopes the group’s success
hot springs facilities. For instance, as a from the Colorado Tourism Office, will provide fodder to create a Hot
Springs Association of the US, where
there are an estimated 215 facilities.
“The US is behind the curve when it
comes to hot springs awareness,” says
Nash. “For consumers, the first thing that
pops into their head is the recreational
aspect, rather than the wellness aspect.
The wellness aspect is huge, and we all
need to work more closely on that.”
For now, the group is thrilled with how
their five voices have united as one – and
how the world is paying more attention
to Colorado as a thermal spa destination.
“It’s raising awareness of just how many
hot springs choices there are in Colorado,
Strawberry Park Hot Springs features therapeutic thermal pools
which benefits all of us,” says Beckley. O
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CREATING
BESPOKE
CHANGING ROOM
FACILITIES FOR
YOUR SPA
O Eye-catching facilities
O Excellent knowledge of materials
O Highly skilled production staff
O Creatively stunning areas
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NEWS REPORT
Russian wellness Nearly 250 spa professionals gathered recently in the Caucasus
thermal springs region of Russia for the fourth annual Spa & Wellness
International Congress. Lisa Starr was there, and reports on the highlights
O
rganised by the Spa & Russia. The hotel is a well- Elena Bogacheva heads up the
Wellness International designed and modern space Spa & Wellness International
Council, headed by Elena that features a large spa Congress, or SWIC
Bogacheva, the Spa & and pool complex on the
Wellness International ground floor, overlooking visa and language
Congress, or SWIC, a rose garden. This issues, international
presents a wide variety year, 56 speakers tourism to Russia is flat,
of speakers and topics made presentations but domestic tourism is
for the Russian and over three days, covering strong, with between 33-36
Russian-speaking spa world. November’s topics including staff million annual travellers.
event saw 250 people – the largest number management, wellness tourism, According to the Russian Union
yet – from Russia, Belarus, Ukraine, Latvia psychology in spas and marketing. of Travel Industry, domestic tourism is
and Lithuania come together for three According to the most recent Global growing between 8 and 10 per cent a year.
days of workshops and conferences. Wellness Institute statistics, Russia The market is very interested in wellness
The event served as the test for the ranks 8th in the world for the number tourism, and the Russian Ministry of
Green Resort Hotel & Spa in its soft of spas, with more than 3,000 locations, Health reports that only 30 per cent of
opening phase. Perched on a hill above a mostly in large cities, and is also fourth Russians express satisfaction with wellness
river, the hotel is located in Kislovodsk, on the list of thermal spring areas, with visits abroad, feeling that their home
one of four thermal cities in this part of over 800 establishments. Because of market provides a better experience.
The Russian Federation has a Strategy
of Development of Tourism in place up
Russia ranks fourth in the world for to the year 2020, which aims to improve
the number of thermal spring areas, the quality and competitiveness of their
tourism products for both domestic and
with more than 800 establishments international visitors, indicating a growing
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Left: the Green Resort Hotel
& Spa. Above right: Starr with
Toskanaworld’s Marion Schneider
and Dornbracht’s Mattias Voit
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FITNESS
the rise of
CONNECTED
WELLNESS
New York workspace entrepreneurs WeWork have added health, fitness and
wellness to their suite of offerings. Avi Yehiel, the company’s head of wellness,
tells Kath Hudson about its innovative new wellness concept, Rise by We
R
ise by We is like no other place by a sauna and meditation one day and a
and we see it as the future HIIT class, yoga and massage the next.
of wellbeing,” says head Although a health club/spa might
of wellness at WeWork, seem an unlikely bedfellow with office
Avi Yehiel. “It’s a new space, it fits with WeWork’s mission
concept of social to make every facet of people’s lives
fitness brought to life as inspiring, enjoyable and sociable
in an architecturally stunning as possible. Launched in 2010 by
environment, combining human entrepreneurs Adam Neumann
connection with great training and Miguel McKelvey, WeWork
programmes and mindfulness.” set out to curate office space
Rise is a wellness club and where “people work to make a life,
‘superspa’ designed for modern- not just a living”. The model starts
day lifestyles. As such, it blurs with a hot desk, at entry level, up to a
the line between spa and fitness, custom build-out for a company. WeWork
and features a large dose of social has now grown to 170 offices in 58 cities
and community-building elements. worldwide, and is valued at nearly US$20bn,
Cherry-picking aspects from both health clubs putting it in the same league as Uber and Airbnb.
and spas, Yehiel says the model is groundbreaking Avi Yehiel is
because it offers group fitness, multiple boutique WeWork’s head Space to breathe
studios, wellness programmes, personal training of wellness In keeping with its aim to make the working
and a complete spa experience all under one roof. environment sociable and its inhabitants healthy,
Members no longer need to jump from studio to the company has organised sporting events at its
studio, but can service all their health and wellbeing offices from the outset, including weekly soccer and
needs under one roof: a Muay Thai class followed basketball matches, fitness classes, meditation and
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Turf is home to a high-performance training programme that uses science, technology and training
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FITNESS
We see
relaxation and
rejuvenation
as key to
maintaining
focus and
The Mindfulness studio is
success where yoga and meditation
classes take place at Rise
Sense of place
The elements that have proved popular with
WeWork have been translated into a health and
fitness setting, including the highly stylised
environment. Yehiel says that like all of the WeWork
spaces, the goal in designing Rise was to create a
space that feels curated, special, and connected
as a whole. “We have juxtaposed elements of
hard and soft, and light and dark, both visually
and texturally,” he says. “The design team set the Polished finishes and which is apparent from the moment you step in and
building’s structural steel components against natural materials are greeted by our Rise by We community team,”
polished finishes, and natural materials, such as have been used in says Yehiel. “Rather than coming to the gym, putting
stone, marble and wood. Custom artwork has been the design of your headphones on, and running on a treadmill
added to create a timeless and layered aesthetic.” Rise by We alone, Rise by We’s group classes and semi-private
There are four different workout areas: the Fight training encourage community and connectedness.”
studio is where boxing, kickboxing and mixed martial
arts take place. Flight is designed for high-intensity Expansion
cardio activities and incorporates traditional training Although WeWork plans to grow the community in
equipment on one side and battle ropes in the middle. the future, there are no immediate plans to launch
The Mindfulness studio is where yoga and meditation more sites. However, the company certainly won’t
take place, and Turf is home to a high-performance stand still, but will continue to look for ways to
training programme that uses science, technology bring its progressive outlook to contemporary
and coaching. Members have an in-depth assessment, lifestyles. Indeed, just in November 2017, WeWork
including a 3D body scan, which is then used to acquired Meetup, a company whose mission it is to
inform a bespoke training programme. “We’re get people off the internet and meeting up to create
bringing WeWork’s focus on community to wellness, physical communities, rather than digital ones.O
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Children will learn concepts
such as mindfulness, yoga and
farm-to-table cooking at WeGrow
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TECHNOLOGY
CU STOM ER RE TENTION
When gaining new customers costs more than retaining them, client retention – and by
extension, customer loyalty – becomes a business no-brainer. Kate Parker explores how
software companies are helping spa operators engage with their repeat customers
W
e all like to feel needed, spa software companies are helping
and this is no less true their clients maximise on the love
of spa customers – make and loyalty of the repeat customer.
them feel wanted and
well-tended and you’ll be KNOW YOUR CUSTOMER
rewarded with the repeat
business and the increase to your profits But before a spa operator can begin to
that they bring. Regular customers are reap the benefits of loyalty, they must
key to a successful spa business, with thoroughly get to know their customers.
customer loyalty a powerful driving Understanding regular clients, providing
force behind a spa’s bottom line. These them with great service and staying in
days, there are ever-more creative ways touch all help improve customer loyalty.
to develop and maintain a strong and As Amanda Wisell, marketing manager
enduring relationship. From personalised at spa technology company SpaSoft, Software can help track birthdays,
messages to points systems, targeted advises: “Learn your customers’ names appointments and past treatments
marketing to online loyalty programs, and use them. Note their preferences in
http://www.spabusiness.com
Corey Kossack, CEO of
Frederick, which helped
Meghan Gilboa, right, of
Facialworks increase revenue
targeted messages to people who are most It’s how this data interacts
likely to respond based on past services
and purchases,” says CEO Corey Kossack. with other functions within
“Frederick helps businesses efficiently the software which really
send the right messages and promotions gives spa managers the edge
at the right time, to the right customers.”
For example, Frederick can send a Leonie Wileman, COO of software
campaign in an email or text that offers a company Premier Software
prompt to book an open appointment for a
service a customer has enjoyed in the past,
a reminder to book a return appointment come in, along with a simple way to Software’s business management system,
when it’s time for another service, a make an appointment quickly. Frederick Core, is designed to help spas attract
promotion tailored to the services has been great for the business, and and maintain customers. Core collects
they enjoy or an offer to take an open we typically see clients rebooking customer information from individual
appointment during a slow day. “Because when we send out a special boost.” client cards, from treatment preferences
Frederick’s reminders and promotions through to visit frequency and retail spend.
are customised to that person, they’re GETTING PERSONAL However, as Leonie Wileman, the
more likely to respond,” adds Kossack. company’s COO, explains: “It’s how
Meghan Gilboa, founder of California- Building customer loyalty into a spa’s this data interacts with other functions
based facial spa company Facialworks, modus operandi delivers a high return within the software which really
has seen an increase in revenue since on the time, effort and money invested gives spa managers the edge when it
using Frederick’s automated messages in providing customer service. Loyal comes to customer retention. Through
to customers. “Frederick is so helpful customers tend to buy more, more personalising the overall experience,
for tracking clients who want to come regularly, and the cost of selling to them Premier Software’s Core enables spas to
back, but have busy schedules and is low – with the added bonus that they’ll develop bespoke offers and promotions
just forget to save time to take care of recommend your business to their friends. tailored to select audiences. The
themselves,” explains Gilboa. “Automated So it pays to be personal, and to know automated marketing function is easy
and personalised communication allows your clients and stay with them on every to set up and will run promotions on a
clients to have a physical reminder to step of their customer journey. Premier regular basis, with minimal input.”
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TECHNOLOGY
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If you become an app
on someone’s phone,
then you know you are
a brand they wake up to
and a brand they love
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For more information, or to contact any of these
SPA-KIT.NET companies, visit spa-kit.net and type in the keyword
Product
innovation By Lauren Heath-Jones,
assistant product editor
has now ventured into public spaces, Meaolo, managing director of Moss
including restaurants and spas. Trend. “A natural preservation
The family-run business creates process gives the plants long-lasting
maintenance-free vertical gardens durability. In recent years, we’ve been Francesco Meaolo
made with moss that lives on the embracing a more green approach to says the panels are
maintenance-free
humidity naturally present in the air. public spaces, such as restaurants or
Moss Trend recently finished a spas. As our products do not require
project at the Erato Wellness Luxury light, and absorb moisture from the
Spa in Artimino, Italy, using Jungle air, spas are convenient spaces for
Moss to create a living wall made our products. They bring texture,
of preserved plants. Customers can energy and that final touch of design
choose between several types of to the interior, which gives guests a
plants, from Reindeermoss in various comfortable and warm feeling. We
colours, to ready-to-hang plant believe in the healing power of nature
frames, to preserved leaves and lichen. that is reflected in rooms dedicated to
“Installation of moss panels is very meditation, rest and healthy living.”
simple and easy,” says Francesco KEYWORDS: Moss Trend
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SPA-KIT.NET
The Superfood
The new Elemis Superfood range is a range includes four
vegan-friendly
nutrient-dense, vegan formula with products
a prebiotic punch, says Noella Gabriel
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The portable HaloFX Mobile is an easy way for spas to add new wellness treatments to their menus
PROMOTION
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SPA-KIT.NET
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PROMOTION
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For more information, or to contact any of these
SPA-KIT.NET companies, visit spa-kit.net and type in the keyword
Voya Man uses the ‘unparalleled’ healing properties of seaweed, says Mark Walton
N
Griffin
partnered with principal of demand for vendors offering the retail
Stewart Griffith
Contento to create retail solutions we have been
after she saw a
need for spa
Marketing, worked solutions for their developing on a custom
retail displays with spa supplier spa partners basis, on a larger scale.”
TouchAmerica for said Griffith, who is the
years as a consultant and was company’s design engineer. “There’s
impressed with the company’s huge demand for vendors to create
custom-manufactured retail retail solutions for their spa partners.”
displays for Aveda Concept Salons, A broad choice of materials,
which were created through finishes, lighting and other options are
their partner, Eurisko Design. available, and Griffin and Griffith work
Griffin thought there was an with clients to guide them toward
unfulfilled need for spa retail displays, designs to complement product style,
and she and TouchAmerica’s CEO, or can bring a custom vision to life.
Stewart Griffith, worked together to “Retail is the lifeblood of the
form a new company, Bespoke, to spa industry,” says Griffin. “I’m
manufacture sign holders, counter especially excited about our
displays and rolling bar units. portable, convertible displays to
take advantage of the growing trend
Bespoke makes towards wellness outside of the spa.
sign holders, counter Retail displays can be rolled into
displays and more
corporate meetings or poolside.
The opportunities are endless.”
KEYWORD: Bespoke
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As a result of working
PROMOTION with Groupon, after a year
and a half in business
I’ve managed to open
Elena Hachaturianc on how Groupon helped grow her business six more branches
eauty & Melody is a salon customer. There are usually never any
B
What encouraged you to
group offering hair, beauty, and work with Groupon? guarantees with a marketing strategy;
aesthetic treatments across Before working with Groupon, I you can spend thousands and might
London. Playing host to L’Oréal had tried many different marketing not even have one customer, so this
and Aveda hairstyling services strategies. The location of the salon strategy really appealed to me.
plus treatments from the likes of is very central, and we have lots of
Caci and Environ, the salons are a hotels around us. I had meetings with How did you use Groupon?
go-to haven for many celebrities. hotel managers and concierges and Through Groupon we sold laser
Following the opening of its we worked with local businesses to hair removal and spa deals. To give
first salon, Beauty & Melody Hair offer corporate discounts, however we you an example of its success, we
and Spa needed to make its name never achieved the results we really Beauty & sold more than 3,500 vouchers
Melody Hair and
known. Elena Hachaturianc, owner wanted. I’d heard about Groupon during the first eight months of
Spa sold more
of Beauty & Melody tells Spa before I opened my first salon, and I than 3,500
trading in just one of our salons.
Business how using Groupon has really liked the idea that with Groupon vouchers with
helped her expand the company. you only have to pay when you have a Groupon How has Groupon helped
your business?
As a result of working with
Groupon, after a year and a half in
business I’ve managed to open six
more branches – we have seven
branches now. It’s also helped to
employ more staff; we’ve gone
from five to more than 70 people.
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For more information, or to contact any of these
SPA-KIT.NET companies, visit spa-kit.net and type in the keyword
We’ve discovered a
solution to counteract
the diminishing energy
metabolism of our cells
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RESEARCH
Finishing touch
THE BENEFITS OF RETREATS
A team of researchers has looked at 23 studies relating to the health impacts of retreats.
Jane Kitchen talks to lead researcher Professor Marc Cohen about the findings
R
etreat experiences appear to
have positive health benefits, Retreats can lead
including benefits for people to long-term health
with chronic diseases such as improvements
multiple sclerosis, cancer, HIV/AIDS,
heart conditions and mental health issues.
This is according to research conducted by
Professor Marc Cohen of RMIT University
in Australia and a team of researchers
who examined 23 studies relating to the
health impacts of immersive residential
SYDA PRODUCTIONS/SHUTTERSTOCK
retreat experiences. The findings were
published in January in the journal BMC
Complementary and Alternative Medicine.
“The findings from the reviewed studies
suggest there are many positive health
benefits from retreat experiences, which
include improvements in both subjective
and objective measures,” says Cohen. “It’s
likely that improvements in health are
due to a combination of psychological
and behavioural factors that lead to better Reported improvements include
coping mechanisms, lifestyle choices,
and enhanced resilience to stress.” decreases in the frequency and severity
The studies involved 2,592 participants of health symptoms and reductions
from a wide range of geographical and in body weight and blood pressure
demographic populations – everything
from luxury resort guests to unemployed
adults and even prison inmates. biological markers of disease, while improvements in quality of life, depression
Seven studies examined objective 16 had subjective outcomes, mostly and anxiety scores, and increased
outcomes such as blood pressure or involving self-reported questionnaires telomere length, with benefits being
on psychological and spiritual measures. recorded up to five years post-retreat.
All of the studies reported post-retreat “The finding that retreat
health benefits ranging from immediately experiences can lead to sustained
after the retreat to five years after. and significant health improvements
“The results suggest that retreat long after participants return home
experiences significantly improve suggests they help guests make
people’s lives. This is evident from positive lifestyle changes and adopt
reported improvements in quality of healthy behaviours,” says Cohen.
life and subjective wellbeing, decreases He also says that more research is
in the frequency and severity of health needed, with larger numbers of subjects
symptoms, reductions in body weight, and longer follow-up periods. O
blood pressure and abdominal girth,
and positive changes in metabolic and
neurological pathways,” says Cohen.
Jane Kitchen is managing
Four studies looked at retreats aimed editor at Spa Business.
Professor Marc Cohen of RMIT University at improving quality of life for cancer email janekitchen@
in Australia led the study patients, and all showed benefits, including spabusiness.com
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