onsen
frequently asked questions
Visiting Onsen Hot Pools Retreat & Day Spa – COVID-19
If you are feeling unwell, we ask that you reschedule your booking. Please call us on 0508 UNWIND or email us at [email protected]
Vaccine pass not required for entry.
Yes, If you wish to be added to our waitlist, please visit the following link below and fill in the required information. If something then becomes available, we will be in touch either by phone or e-mail.
We also advise to keep an eye on the website; it is a live booking system so any cancellations will show up on the website as a standard availability, and you can book yourselves in as soon as you see one. Due to it being a live system, there is the possibility that someone could book a cancellation online before we get a chance to refer to the cancellation list.
We understand that people’s plans change but we do require 24-hours’ notice for all cancellations. Please call us on (NZ) 0508 UNWIND or email us at [email protected]
Cancellation Policy: We require at least 24 hours notice of cancellation. Guests who do not provide enough notice or who fail to arrive for their booking, will be charged a cancellation fee equivalent to 100% of the price of the guests’ booking. If more than 24 hours notice is given guests will receive a full refund.
Group Booking Cancellations (3+ pools): We require at least 48 hours notice of cancellation. Guests who cancel their booking within 48 hours of the appointed booking time, or who fail to arrive for their booking, will be charged a cancellation fee equivalent to 100% of the price of the guests’ booking.
Rescheduling: Rescheduling At Onsen Hot Pools, subject to the availability of pools, guests may reschedule their booking up to 4 hours prior to the start of their appointment without incurring a penalty, or up to 12 hours prior to the start of their appointment time for Ultimate Relaxation Experiences and Serenity Soak Experiences. However, if rescheduling is not possible on the particular day in question then the above-mentioned cancellation fee will apply.
Onsen is a highlight for many on a visit to Queenstown. Boasting idyllic exclusive use cedar-lined hot pools overlooking the Shotover River, and a newly expanded day spa facility, the Onsen complex offers a high-quality boutique retreat and day spa experience. The relaxation and pampering on offer here are second to none in the region, as endorsed by recent win in the 2023 World Luxury Spa Awards and our partnership with Tourism New Zealand.
Onsen is located at 162 Arthurs Point Rd, Arthurs Point. Perched on the cliffs overlooking the Shotover River and amidst a stunning mountain range, this old gold miner’s town is just 10mins from Queenstown or 13km from Arrowtown making it a convenient, tranquil escape from the more action packed, adrenaline filled activities and winery offerings in the region.
Self-drive directions are available on our website (https://www.onsen.co.nz/self-drive) and there is plenty of car parking available behind Picture Framing building. We also offer a complimentary shuttle service departing from central Queenstown. This service only operates on the hour for bookings that request transportation so please confirm this as part of your package at the time of booking.
Onsen is the Japanese word for Hot Spring. Traditionally Onsen’s are large public bathing pools heated by geothermal energy. They are typically separated for males and females and set in gardens with plenty of snow surrounding them in winter.
Onsen Retreat & Day Spa Queenstown has added a unique kiwi twist to this tradition – offering a range of indoor and outdoor cedar hot tubs heated to 38.5 degrees celsius so you can enjoy the spectacular surrounds no matter what the weather. We also now offer private, oval tubs as part of our day spa offering so for the ultimate in relaxation and pampering check out our Soak & Spa packages.
Aside from the picturesque setting and snow in winter, we are not trying to provide a traditional, authentic Onsen Hot Spring experience. Our Onsen pools are a unique kiwi twist on this Japanese bathing tradition with a range of hot tub options to suit all your relaxation needs – indoor & outdoor exclusive use pools as well as private, oval tubs as part of our onsite day spa.
Onsen has been a highlight for many on a visit to Queenstown since they opened in 2007. The complex has undergone major renovations and refurbishment in recent months and a newly extended onsite day spa facility now allows for the ultimate tranquil retreat and day spa experience. The relaxation and pampering on offer here are second to none in the region.
Onsen offers a high-quality boutique retreat and day spa experience. Set below the road on the cliffs overlooking the Shotover River, the complex is a convenient, tranquil escape from the more action packed, adrenaline filled activities and winery offerings in the region.
On arrival, take a short walk (approx. 100m) down from the carpark via the stairs or gently sloping gravel track as you soak up the amazing mountain scenery that surrounds you. At the main building, you will be welcomed by our Onsen reception staff who will check you in and show you to the lounge where you wait for your booking. Once ready, our staff will show you to your pool or day spa treatment room and answer any questions you have.
The Original Onsen and Outdoor Onsen cedar hot pools are yours exclusively for 60-minutes (or 45 minutes if you are doing one of our luxurious Soak & Spa packages). You will be notified at the 50-minute mark so that you are ready to depart when the buzzer goes off after 60 minutes. Each tub is heated to approx. 38.5 degrees celsius, and shared changing facilities are available either across the hallway from the indoor pool rooms or in the outdoor changing cubby.
Due to consumer demand, we are heavily booked most days so we would really appreciate your support in making sure you vacate the pool rooms in a timely fashion.
For those who are treating themselves to one of our Soak & Spa packages, you will enjoy a 45-minute soak before being shown to your private day spa room where our expert therapists will take care of your relaxation and rejuvenation requirements. Lockers are available for personal items.
After your swim/day spa experience, please return to the reception area where you are welcome to spend time enjoying the views from our lounge again. If you are returning on the shuttle, it leaves Onsen at quarter past the hour.
At Onsen, we offer more than just hot pools. We are very proud of the boutique retreat and day spa experience we provide, and our newly expanded facilities mean we can now offer relaxation and pampering packages that are second to none in the region.
Boasting idyllic exclusive use indoor and outdoor cedar-lined hot pools with stunning views of the Shotover River and southern mountain ranges as well as tranquil day spa treatment rooms complete with their own private, single-use oval cedar hot tub, the Onsen complex is a convenient, calm escape from the more action packed, adrenaline filled activities and winery offerings in the region.
At Onsen we are very proud of the boutique retreat and day spa experience we provide. Boasting idyllic exclusive use cedar-lined hot pools overlooking the Shotover River, and a newly expanded day spa facility, the relaxation and pampering on offer here is second to none in the region, as endorsed by recent win in the 2023 World Luxury Spa Awards and our partnership with Tourism New Zealand.
We (Onsen) are confident that our water quality, treatment and cleaning systems are best in class and we have a relentless focus on recruiting the best staff so we can help provide a memorable Onsen experience for all our customers.
Like any business, we know we won’t get it 100% right all the time, but we are continually reviewing the way we do things so if you have feedback about your visit, we would love to hear from you.
We are very proud of the boutique day spa experience that we provide at Onsen Retreat & Day Spa but we always welcome feedback from our valued customers. We are confident that our facilities and staff are best in class but if you have any concerns about the quality of any aspects of your Onsen experience we ask you to contact us immediately so we can investigate the matter fully. We are constantly reviewing our systems and processes to ensure we remain best in class and your feedback helps us achieve this.
For more information about Onsen Retreat & Day Spa in Queenstown, call us on (NZ) 0508 UNWIND, (International) +64 3 442 5707 or email our reservations team at [email protected]
We offer a range of packages to suit your relaxation needs. For full details, you are best to check out our website at https://www.onsen.co.nz/hot-pool-massage-experiences/, call us on (NZ) 0508 UNWIND, (International) +64 3 442 5707 or email us at [email protected].
We are heavily booked most days, so we highly recommend that you book your preferred experience well in advance to avoid disappointment. You can book with us directly online, call us on (NZ) 0508 UNWIND, (International) +64 3 442 5707 or email our reservations team at [email protected].
Most local hotels and booking agents will also be able to assist you with your booking if required.
We are heavily booked out most days, so we highly recommend that you book well in advance to avoid disappointment.
Our website is a live system, as it stands, there is live availability for all experiences up until the 30th June 2024.
As a guideline; we aim to release our experiences around 6 months in advance.
Please keep an eye on the website and/or social media channels for release dates. Alternatively please feel free to contact our team later in the year and we can provide you with our latest availability.
You can book with us directly online at https://www.onsen.co.nz/, call us on (NZ) 0508 UNWIND, (International) +64 3 442 5707 or email our reservations team at [email protected].
Most local hotels and booking agents will also be able to assist you with your booking if required.
We thank you for your patience.
Yes, we do offer gift vouchers. You can purchase these gift vouchers online. Gift vouchers can be redeemed by emailing our team on [email protected].
Gift Vouchers: Gift vouchers are valid for a period of 12 months. Vouchers are non-refundable and cannot be exchanged for cash in part or full. No credit or change will be given on the unused portion of the voucher. We are not responsible if a Gift Voucher is lost, stolen, damaged or destroyed and no replacement will be provided in these circumstances.
While we are heavily booked most days, we will do our best to accommodate any changes to your booking if you contact us 4-hours or more before your scheduled time. Please call us on (NZ) 0508 UNWIND
We are open from 9AM – 11PM, 7 days a week. The last booking of the day is 10PM for the Pools and 8.30PM for the Day Spa and Soak & Spa packages.
Young children can easily become overheated and dehydrated so for health and safety reasons, we do not allow children under 5 years to enter the pool rooms at any time.
Children aged 5- 11 years are allowed in the pools between 9AM and 4pm each day. After 5pm the pools are restricted to those 12 years and older. All children must be accompanied by a paying adult.
We will always try our hardest to accommodate our guests and their unique requirements, however it is important to be aware that the Onsen Retreat & Day Spa are set below the road on the cliffs overlooking the Shotover River so the site is quite steep and the complex is spread over two levels. There is plenty of parking onsite but from there, it is approximately 100m down to the main building via a gently sloping gravel track.
Once inside the complex, the lounge and day spa rooms are easily accessed on the main level and we do have wheelchair access to the lower pool level and upper day spa area if required.
Once in the pool rooms, the cedar tubs are accessed via a small flight of cedar stairs.
If you have concerns about accessibility, please get in touch on [email protected] or call on 03 442 5707. Our team will be happy to assist, arrangements can be made prior to your booking.
Onsen Retreat & Day Spa are located at 160 Arthurs Point Rd, Arthurs Point – just 10mins from Queenstown or 13km from Arrowtown.
Self-drive directions are available on our website (https://www.onsen.co.nz/self-drive)
Our car park is located on the right hand side on entry. There is no parking for camper vans in our carpark, however there is limited roadside parking available for these larger vehicles. Please do not park in front of the Art Gallery.
We also offer a complimentary shuttle service departing from central Queenstown. This service only operates for bookings that request transportation so please confirm this as part of your package at the time of booking.
Our car park is located on the right hand side on entry . There is no parking for camper vans in the carpark, however there is roadside parking available for these larger vehicles. Please do not park in front of the Art Gallery.
Our complimentary shuttle service only operates for bookings that request transportation so you will need to book the shuttle as part of your package at the time of booking.
To add the shuttle service on to your booking please get in touch with our team on [email protected] or call on 03 442 5707.
Our complimentary Onsen Retreat & Day Spa shuttle service departs from the Bus Stop outside Marmolada Cafe (43 Camp Street) – Opposite Otautahi Tattoo in Queenstown. Please wait on the brown bench seats outside and our driver will pick you up from there.
The shuttle will pick you up 30mins before your Onsen reservation and it leaves promptly at half past the hour so please be punctual. Our drivers will call you on mobile if they can’t find you but due to schedule constraints, they are unable to wait if you are late. If you miss the shuttle, it is your responsibility to make you own way to Onsen Retreat & Day Spa.
Our shuttle bus will leave our facility hourly at 15 minutes past the hour, and will arrive in Queenstown at half past the hour.
No sorry. Due to schedule constraints, we are unable to pick up/ drop off guests at their accommodation.
Our complimentary Onsen Retreat & Day Spa shuttle service departs from outside the Bus Stop outside Marmolada Cafe (43 camp Street)– Opposite Otautahi Tattoo in Queenstown. Please wait on the brown bench seats outside and our driver will pick you up from there
Our shuttle service is complimentary (free of charge) for paying Onsen guests.
We ask that you arrive at Onsen Retreat & Day Spa 15-minutes before your reservation. That way our staff will have plenty of time to make your arrangements and you will be able to unwind a bit and soak up the amazing views from our guest lounge.
Towels are included with all experiences. All guests will also receive a complimentary glass of the regions finest wine, beer or juice and a choice of ice cream, crisps or chocolate to enjoy while you soak in one of our exclusive hot tubs.
Onsen Retreat & Day Spa in Queenstown offer a unique kiwi twist to a Japanese bathing tradition. Our exclusive use indoor and outdoor pools are constructed in Cedar and heated to approx. 38.5 degrees celsius so you can enjoy the spectacular views of the Shotover River and surrounding mountains no matter what the weather. As part of our onsite retreat and day spa facility we also offer private, oval cedar hot tubs for the ultimate in relaxation and pampering.
We are renowned for our cedar hot tubs which are a unique kiwi twist to a Japanese bathing tradition. Heated to 38.5 degrees celsius, our Original Onsen and Outdoor Onsen pools allow you to kick back, relax and enjoy the spectacular views on offer no matter what the weather.
Our Outdoor Onsen hot tubs are exclusive use pools, separated by planting and are covered with a shade sail to offer some protection from the elements. Each pool comes with its own changing cabin and shower so you can rinse off before and after your swim. You may be able to hear your neighbours which is why we ask that you respect the other guests and keep your noise to a reasonable level during your visit.
Our Original Onsen cedar lined hot tubs are also exclusive use and come complete with a retractable roof and shower. These pools share adjoining walls and a retractable glass door.
Togs must always be worn in all pools. All guests will enjoy a complimentary drink and snack of their choice for the ultimate in relaxation.
Onsen is the Japanese word for Hot Spring and our cedar hot tubs are a unique kiwi twist on this outdoor bathing tradition. Heated to 38.5 degrees celsius, our indoor and outdoor hot tubs allow you to kick back, relax and enjoy the spectacular views on offer no matter what the weather. The outdoor pools do have shade covers over them to offer some protection from the elements whatever the season, but traditionally Onsen’s are set in gardens and enjoyed year-round.
Yes. Just book either the Original Onsen or Outdoor Onsen Experience which will give you exclusive use of one of our indoor or outdoor cedar hot tubs for 60 minutes. As part of this package, all guests will enjoy a complimentary drink and snack of their choice for the ultimate in relaxation.
As a guideline, we do not recommend bathing during pregnancy due to the temperature of the pools. That said, we do still have women that are pregnant that still choose to bathe. If you have any concerns about having a Hot Pool during your pregnancy, please consult your GP or obstetrician.
The water temperature in the pools is set to approx. 38.5 degrees celsius. If you find the pool too hot, you can add cold water at any time by pushing the button beside your hot tub. Note: For our Original Onsen Pools, the water will fall from a spout on the roof so make sure you stand clear unless you are ready for a cold plunge!
We do not allow any BYO food or drink at Onsen Retreat & Day Spa. You will however get a complimentary drink and snack as part of your booking, please talk to our front of house staff when you arrive if you have any questions.
No. Dehydration and overheating are very real possibilities given the temperature of our pools. Consuming alcohol while in this condition significantly increases the chance of fainting or falling, with significant potential for injury. For this reason, we do not permit people to bring their own alcohol into the pool rooms. As part of your experience you will receive a complimentary glass of bubbly, wine, beer, or juice along with some snack options. Click here for more details.
No. Onsen Retreat & Day Spa is a smoke free environment.
At Onsen, our indoor and outdoor pools are exclusive use. They are not private.
Our outdoor cedar lined hot tubs are surrounded by planting to provide privacy from fellow bathers but you will still hear voices which is why we ask that you respect the other guests and keep your noise to a reasonable level during your visit. Each pool also comes with its own changing cabin.
Our indoor cedar lined hot tubs come complete with a retractable roof and shower. These pools share adjoining walls and have a glass door so while you can’t see any other guests from the indoor hot tubs, you may still hear voices.
For those seeking the ultimate in indulgence and privacy, our new Serenity Soak tubs, set on their own deck in front of a tranquil day spa room overlooking the Shotover River and Southern Alps, are an option. These oval cedar tubs can accommodate up to two people and are located on the upper level of the Onsen complex to ensure a level of peace and calm. Lockers are available in the day spa for personal items.
Yes. Togs are compulsory in all our exclusive use cedar hot pools .
At Onsen, we are very proud of the boutique retreat and day spa experience that we provide, and we are confident that our water quality, treatment and cleaning systems are best in class. While we capture pure water from the surrounding mountains to fill the pools, it is necessary to continually treat the water to ensure purity and quality. We have several steps in our daily maintenance process that ensure the cleanliness of our pools to a high standard. These include:
• For our Original Onsen and Outdoor Onsen pools the water is constantly refreshed with 1.5 litres of water per minute exiting the pool and 1.5 litres of fresh water being added.
• Each pool is electronically monitored at one second intervals as the water rotates between the pool and filtration system. The electronics compare the ideal readings to the actual readings and adjust as necessary.
• As the water circulates, it passes through a sand filter and a UV unit and then if required a small dose of bromine is added as a final disinfectant.
• In addition, a staff member undertakes manual pool tests four times a day as a back up to the electronic system.
• The shared facilities are also cleaned on the hour or approx. 10 times each day
•The smaller, private Serenity Soak oval tubs offered to our day spa guests are emptied, cleaned and re-filled with fresh water for each new booking but in keeping with our environmental responsibilities, we limit the number of bookings for these hot tubs each day.
While we capture pure water from the surrounding mountains to fill the pools, it is necessary to continually treat the water to ensure purity and quality at the warm temperatures.
As the water circulates, it passes through a sand filter and a UV unit. Each pool is monitored by high tech computer equipment constantly monitoring the water and if required, a small amount of bromine is added as a final disinfectant.
At Onsen Retreat & Day Spa, we are very proud of the boutique day spa experience that we provide but we are also mindful of treading gently on the picturesque environment that surrounds us. We capture pure water from the surrounding mountains to fill the pools and to empty each of the larger 4 person pools after every use would be hugely wasteful. We are confident that our water quality, treatment and cleaning systems are best in class and we have several steps in our daily maintenance process that ensures the cleanliness of our pools to a consistently high standard.
The small private Serenity Soak tubs offered to our Day Spa guests are emptied, cleaned and re-filled with fresh water for each new booking.
This is a new Health and Safety requirement for Onsen Day Spa & Retreat. As the pools are hot and we offer a complimentary glass of alcohol to adults as part of our packages, Onsen staff always need to be able to observe guests from a distance to ensure client safety.
No. All guests will now be required to use the outdoor changing cabins or separate changing facilities located across the hallway from the indoor pools. These have recently been upgraded as part of the redevelopment.
At Onsen, we are very proud of the boutique retreat and day spa experience that we provide. Our newly expanded day spa facility now allows us to offer an extensive range of relaxation and pampering packages that are second to none in the region.
Soaking in our tranquil cedar hot tubs for 45 minutes before your treatment means that you are more relaxed by the time you get on the massage table and this makes the face or body treatment more effective.
Our newly developed day spa rooms can accommodate up to 2 people at a time for couples’ massages and facials.
Our therapists are highly qualified to deliver a range of both relaxation and deep tissue massages as well as facial treatments for women and men, using Pure Fiji and Herb Farm products. We also have a Coconut Oil based oil which is suitable for people with nut allergies.
Our Hot pools are a key element in our unique boutique retreat and day spa offering. Soaking in our tranquil cedar hot tubs for 45 minutes before your treatment means that you are more relaxed by the time you get on the massage table which in turn makes the face or body treatment more effective, so we do not offer any massage/facial only packages.
You must be 12 years and older to enjoy a massage at Onsen Retreat & Day Spa. Note: All massages are charged at the adult rate regardless of age.
Depending on the treatment you request, guests can choose from either Pure Fiji or Herb Farm oils, balms and salts products. We also have a Coconut Oil based oil which is suitable for people with nut allergies.
No. Our Hot pools and tubs are a key element in our unique boutique retreat and day spa offering. Soaking in our tranquil cedar tubs for 45 minutes before your treatment means that you are more relaxed by the time you get on the massage table which in turn makes the face or body treatment more effective. This is why all our soak and spa experiences have been designed to follow this order.
1 HOUR TREATMENTS
Deep Tissue Massage
Our signature Onsen Revival treatment uses 100% natural, New Zealand made balms, oils and bath salts to relieve sore and tired muscles after a day on the slopes or exploring our amazing mountains. This 1 hour Deep Tissue massage combines peppermint, lavender and rosemary together with the expert touch of our therapists to free your body from all its tensions. Sooth and relieve sore joints and stiff muscles while you soak up the tranquil surrounds and breathtaking views of the Shotover River and picturesque mountains beyond.
*Products contain nuts*
Choose between the traditional relaxation or deep tissue full body massage
Traditional Relaxation
If you are looking for stress- relief and relaxation with a taste of the beautiful pacific, our full body Relaxation Massage is for you. Smooth, graceful strokes combined with Pure Fiji’s unique blend of cold pressed nut oils infused with tropical flowers will help to calm your nervous system, relieve stress and improve blood circulation to promote a sense of all-round well-being. Your body will feel replenished and your skin nourished. This is a great massage choice for anyone new to massage.
OR
Deep Tissue
Our deep tissue massage will help relieve tension build-up and realign the muscle tissue. Using slower, firmer strokes and finger pressure combined with Pure Fiji’s unique blend of cold pressed nut oils infused with tropical flowers, this fragrant massage is great for chronically tense and contracted areas such as stiff necks, low back tightness, and sore shoulders.
*Products contain nuts*
Full body hot stone massage
Melt away tension with this deeply relaxing massage. Warmed stones are placed on the body and combined with exotic, tropical flower infused Pure Fiji oils to release tension, restore balance and increase positive energy flow. The stones are placed strategically along pressure points and used together with therapeutic massage to gently encourage sore muscles to relax and surrender as circulation increases. This soothing heat therapy promotes a sense of harmony and balance which helps you to feel at peace.
*Not suitable for guests with heart conditions or diabetes. Not suitable for pregnant women* *Products contain nuts*
*90 minute treatment available from 1st April 2024 – Ultimate Relaxation Experience ONLY
Hydration Facial
Deliver a powerful hydration boost to your skin with high performance, plant-derived natural ingredients. Pure Fiji’s botanical blend of oils and powerful plant actives will rejuvenate your face and reduce the appearance of fine lines. Your skin will be deeply nourished, repaired and visibly firmer thanks to the increased hydration.
*Products contain nuts*
Exfoliation Facial
A natural alternative to a chemical peel, this Pure Fiji facial exfoliates skin naturally using a pineapple and papaya enzyme masque. This high-performance masque will effectively and gently remove the build-up of dead skin cells, evening out skin tone resulting in a smoother more radiant complexion. This facial is perfect for dull complexions.
*Products contain nuts*
Massage & Facial
Drift into blissful relaxation with a 30 minute back and shoulder massage or 60 minute full body massage; followed by a 30 minute express hydrating facial. Pure Fiji’s botanical blend of oils and powerful plant actives will rejuvenate your face and reduce the appearance of fine lines. Your skin will be deeply nourished, repaired and visibly firmer thanks to the increased hydration.
*Products contain nuts
*90 minute treatment available from 1st April 2024 – Ultimate Relaxation Experience ONLY
Massage & Facial
Drift into blissful relaxation with a 30 minute back and shoulder massage or 60 minute full body massage; Pure Fiji’s unique blend of cold pressed nut oils infused with tropical flowers will rejuvenate, replenish, hydrate and nourish your skin. A 30 minute express facial concludes this ritual. The potent power of Vitamin C will brighten lackluster complexions, even skin tone and smooth texture from the first cleanse to the final hydration and everything in between. Skin is left resurfaced, radiant and rejuvenated with the ultimate youthful glow.
*Not suitable for pregnant women**Products contain nuts*
*90 minute treatment available from 1st April 2024 – Ultimate Relaxation Experience ONLY
2 HOUR TREATMENTS
Combine your choice of our Pure Fiji Bespoke Massage (Relaxation OR Deep Tissue) with a Pure Fiji Facial (Hydra-Lift or Exfoliating)
Whether you are looking to de-stress or relieve tight aching muscles, our two course, Pure Fiji bespoke massage and facial package uses Pure Fiji’s unique blend of cold pressed nut oils and masques, to relax and rejuvenate your body and mind.
*Products contain nuts*
Combine your choice of our Pure Fiji Hot Stone Massage with a Pure Fiji Facial (Hydra-Lift or Exfoliating)
For a sense of full body harmony and peace, our Pure Fiji hot stone massage and facial package combines Pure Fiji’s unique blend of tropical flower infused oils and masques with warm stones to release tension, restore balance and increase positive energy flow right around your body
*Not suitable for guests with heart conditions or diabetes. Not suitable for pregnant women* *Products contain nuts*
