Pre-Arrival Information

We look forward to welcoming you to a memorable experience at Canyon Ranch in Lenox. To expedite your stay, please refer to our pre-arrival checklist.

If you have any questions, please call us at:

Weekdays 5:00 am to 8:00 pm
Weekends 5:00 am to 6:30 pm
Mountain Standard Time (Pacific Time during Daylight Savings)

Pre-Arrival Checklist

  • Review your confirmation letter and contact us if you have any questions.      
  • Complete the Health & Lifestyle Questionnaire and return it via email, fax or mail.
  • Complete the email consent form if you want to communicate via email. Your privacy is protected.
  • Review This Week at Canyon Ranch and the Guide to Services  then schedule your appointments during your pre-arrival phone call with a Program Advisor (see below).
  • If you are arriving by plane or train, please let us know at least 72 hours in advance for transportation (see below).
    • If you are traveling by car, please click here for directions.
  • Check-in time is 3:00 pm. You may arrive anytime after 8:00 am. If you plan to arrive earlier than 3:00 pm, we suggest that you pack exercise wear and the appropriate shoes in your carry-on bag so that you may use the fitness facilities as soon as you arrive. Lunch is included with early arrival; breakfast is not. Check-out time is noon.

More Information About Your Stay

To arrange for pickup at the Albany International Airport, Bradley International Airport in Windsor Locks, Connecticut (near Hartford), or the Amtrak station in Albany, New York, please call 800-742-9000 approximately 72 hours before your arrival. Canyon Ranch drivers will meet you and other guests in the baggage claim area of the airport. On rare occasions, a driver may be delayed. If your driver is more than 15 minutes late, please call 413-637-4100.

Electric Car Charging Stations
Guests with electric or hybrid vehicles are welcome to complimentary use of our car charging stations. For more information, call 413-637-4400, Ext. 5500.

Luggage Delivery
Have your luggage sent to Canyon Ranch while you travel hassle-free. With Luggage Forward, your bags will be picked up from your home and delivered directly to your Canyon Ranch destination (for an additional fee). With the return option, when you check out they will be returned home, or sent to your next stop.

Program Advisors, Lifestyle Concierges and Nurse Educators
Prior to your date of arrival, you will be contacted to design your customized Canyon Ranch experience and book your services. If you prefer, you may contact a Program Advisor by calling 800-877-0404 between 8:00 am and 6:00 pm EST, seven days a week.

Nurse Educators are available to answer your questions after you arrive at Canyon Ranch. We strongly recommend that all guests – especially those with medically related issues – schedule a meeting with a Nurse Educator prior to any services. Pregnant guests should be aware that, for their safety and well-being, we require an appointment with a Nurse Educator at the beginning of their stay and offer a limited menu of services.

Lifestyle Concierges are specialized Program Advisors who can focus on guests with specific objectives. On request, a Lifestyle Concierge will be available for a personal consultation at check-in to make sure your stay is optimally designed to achieve your health and lifestyle goals. Together, our Program Advisors, Nurse Educators and Lifestyle Concierges will help ensure that you have the best and most enjoyable wellness vacation possible.

Guest Fax & Phone
There is no charge to receive faxes; there is a charge to send them. The Canyon Ranch guest fax number is 413-637-0057. To call a guest, the number is 413-637-4100.

All package charges are rendered and due weekly. Accounts must be paid in full at check-out. Canyon Ranch accepts payment by cash, U.S. business or personal check, Discover Card, MasterCard, Visa, American Express or Diners Club.

Car Rentals
Arrangements for car or limousine rental can be made while at Canyon Ranch by contacting the Transportation Department at Ext. 5526.

Cell Phones
Canyon Ranch is a cell phone-free zone. Cell phones are permitted only in guest rooms, the Inn Pavilion and mansion courtyard.

Guests must be at least 14 years old to participate in Canyon Ranch activities. 

Teen Services
Canyon Ranch welcomes guests ages 14-17 when accompanied by a parent or guardian. Please note that the accompanying parent or guardian must sign a consent form and book all services for guests under 18, and an adult must be present for most services. For details, view the Teen Services Guide (PDF).

Alcoholic Beverages
No alcoholic beverages are served or sold at Canyon Ranch and no alcohol is permitted in public areas. For more about our philosophy on alcohol, click here.

Smoking cigarettes or electronic cigarettes is permitted only in designated outdoor, non-public areas. Smoking cigars or pipes is prohibited. No tobacco or nicotine products are available for purchase. If you smoke in your room, you will be assessed a cleaning and deodorizing charge.

Canyon Ranch does not permit dogs weighing more than 35 pounds, except for service dogs. Arrangements must be made in advance. Please read our dog policy.

Cancellation Policy
Deposits are non-refundable in the event of early departure. However, deposits will be refunded if cancellation is received no later than 30 days prior to scheduled arrival date. Deposits will be held one year for a future stay if cancellation is made within 30 to 8 days prior to scheduled arrival. If cancellation is made seven days or less prior to scheduled arrival, the deposit is forfeited.

Resort Amenities Fee
The resort amenities fee or any portion of it does not represent a tip, gratuity or service charge for wait staff employees, service employees or any other employee at Canyon Ranch.

This fee includes amenities such as airport or train station transfers, valet parking, health and fitness assessment, unlimited local phone calls, wireless internet access, laundry facilities, daily presentations and a lending library of books and DVDs. State law requires that this fee be taxed. Canyon Ranch is a no-tipping resort.

How to Dress
All you really need at Canyon Ranch is comfortable workout wear, outdoor and casual clothes, practical footwear and a hat.

From late spring through mid-fall, weather in Lenox is mostly beautiful, but can be brisk and sometimes wet. Winters are cold and snowy, and proper clothing for the elements is vital to prevent cold-related injuries. If you plan to be active outdoors, plan to dress in layers that you can put on and take off as necessary to stay warm and dry. Cotton is not appropriate for winter clothing; we recommend natural wool and clothing made from "wicking" (absorbent, fast-drying) fabrics such as Gore-Tex, Thinsulate, Capilene and Polar Fleece.

Don't forget your swimsuit and hiking boots!

Muscle shirts and bathing suits are not allowed in the Dining Room. Bath robes are not allowed in the Dining Room at dinner time, and shoes and shirts must be worn at all times.

Need Anything?
The Showcase Boutique in the Spa carries exercise and leisure wear, accessories, gifts and other incidentals. In addition, you’ll find a complete selection of Canyon Ranch logo clothing, Canyon Ranch Supplements, books and CDs, New England-themed gifts, aromatherapy products and more. Much of the special equipment used in fitness classes is also available for purchase. And you’ll find more wonderful spa products at the Salon and in the Skin Care department.