Spa Etiquette & FAQ

Niagara-on-the-Lake Spa Etiquette

Kindly note that some of our procedures have changed to comply with public health guidelines and ensure the health and wellbeing of our guests and staff. Please contact us with any questions you may have.

Reservations

Treatments are currently by appointment only. All appointments can be guaranteed with a valid credit card or hotel room confirmation number. Please contact our Spa Reception or feel free to book online.

For massage reservations we strongly recommend that you speak to a spa reservationist prior to booking online, to ensure that your specific requirements or preferences for massage can be accommodated. Pregnancy or treatment for specific injuries requires a registered massage therapist and can not be performed by an aesthetician.

Health Information

We collect health information in order to promote a safe and healthy environment for our guests, to ensure continuity from one visit to the next, and to assist in customizing treatments to individual needs, particularly if there are medical issues or allergies which could have contraindications for certain products or services.

Valuables

We recommend removing all jewelry prior to your spa visit. The Spa is not responsible for lost or stolen articles.

Cell Phones

Please respect our peaceful environment and silence all cell phones.

Payment

The spa accepts all major payment designations, including American Express and Discover credit cards. Unfortunately, we can no longer accept cheques. We are also a cashless facility and do not provide change for cash payments.

Prepayment is not accepted prior to the booking. If you need to make payment arrangements for a client please call reception to make arrangements for their services to be paid for by a third party.

Arrivals

We encourage you to arrive at least 15 minutes prior to your scheduled appointment to check-in. Please remember to bring your own personal flip-flops if you are enjoying a pedicure.

Please note that parking for Spa Guests is currently unavailable. Free parking is available on Johnson Street and beyond, or paid parking is available on Queen Street.

For further information or clarification, please call the Spa directly.

Cancellations

Your spa treatments are reserved especially for you. We value your business and ask that the scheduling policy is respected. Should you need to cancel or reschedule, please notify us at least 48 hours in advance of your booked service time and 7 days in advance for group bookings (6+ people). Cancellations with less than 48 hours of notice (or 7 days for group bookings) are subject to a cancellation fee amounting to the cost of the scheduled service(s). We reserve the right to charge in full for appointments where the guest has cancelled within 48 hours (or 7 days for group bookings) of the appointment start time.

When you schedule your appointment with us online, you are agreeing to these policies. Services booked online require a credit card to guarantee the booking. You will not be billed unless there is a late cancellation or no-show. Upon checkout after your service, you may opt to use another method of payment. Gift Card, Visa, MasterCard, American Express, cash or Debit card.

Return/Exchange Policies

If you’re having second thoughts about your item and are looking to make a return or exchange, breathe easy.

New/unopened purchases made within 14 days can be returned or exchanged. For purchases made within 30 days, a spa credit will be issued. All discounted items are final sale.  Also, note that the original method of payment and receipt is needed to process a refund or exchange. 

Niagara-on-the-Lake Spa FAQs

Please be prepared to leave your electronics, cell phone, camera, etc at home or in your guestroom when possible. If you feel you must bring your cell phone into the spa area please be respectful and turn off all notifications during your visit. Please be mindful of other patrons if you take pictures and avoid unauthorized photography.

If you have a body scrub or body wrap treatment, please do not shave 24 hours in advance to avoid irritation. All clients receiving treatment must complete a health history form, which needs to be updated yearly or when there are changes in their current health or medical history. This is to ensure our staff can perform the services with your comfort and safety in mind.

Should you be enjoying a pedicure, please bring a personal pair of flip-flops to allow your polish to set following your treatment.

Please let your therapist know immediately if you are uncomfortable for any reason, you are always in control of the service you receive. Modifications can only be made if we are aware of your needs at the time of service. Above all we want your experience to be a positive, comfortable and relaxing one.

Our Hydrotherapy Wellness Circuit is open at the following hours:

• Sunday: 9 am - 5 pm
• Monday: 9 am - 5 pm
• Tuesday: 9 am - 5 pm
• Wednesday: 9 am - 5 pm
• Thursday: 9 am - 7 pm
• Friday: 9 am - 7 pm
• Saturday: 9 am - 7 pm

While most of our spa services don't require a bathing suit, they are required when entering the hydrotherapy circuit.

Yes, we are a full-service spa with change rooms, lockers and all of the amenities that you will require for your visit. Please note, that the Spa at Q does not take responsibility for lost or stolen items so please only bring what you need and leave your most precious valuables at home.

Although we are an adult-only facility (18 years and older), children aged 13 and older may book manicures and pedicures if accompanied by an adult. However, guests must be 16 years or older to enter our hydrotherapy circuit.

If the gift certificate was purchased by a spouse, partner or family member sharing the same benefit plan then we can issue a receipt for your registered massage. However, if the gift certificate was a gift from a non-plan member then the receipt will reflect the payees’ name, as well as the plan members, which may affect eligibility. If the gift certificate only partially covers your treatment, we can issue a receipt for the balance you pay for yourself. If you have further questions regarding gift certificate payments please call our reception for help.

Yes, your RMT can issue you a duplicate receipt and send it via Canada post or via email.

All gift card purchases are final sales, but they do not depreciate in value and will always be redeemable for the price they were purchased for.

If the gift certificate was purchased from the Spa at Q, then we will have a record of the purchase and will try to find it using as many details about it that you can provide. We can try to find it by looking up your name or the name of the purchaser, the date it was purchased, or the gift certificate number. If the certificate was purchased from The Sanctuary, then we may no longer be able to accept it as tender.

The spa accepts all major payment designations, including American Express and Discover credit cards. Unfortunately, we can no longer accept cheques. We are also a cashless facility and do not provide change for cash payments.

Prepayment is not accepted prior to the booking. If you need to make payment arrangements for a client please call reception to make arrangements for their services to be paid for by a third party.

Our cancellation policy is 48 hours for individual bookings and a minimum of 72 hours for group bookings (depending on the size of the group). Please note that you will be charged 100% of your treatment price if you fail to show up for your appointment the day of or change your appointment without the minimum notice required.

We always advise that you book according to your comfort and for your safety, and every pregnancy is unique. Some of our services may require you to lay in an uncomfortable position when pregnant so please take the time to consult with our reservationists to ensure you are receiving a safe and comfortable treatment. Prenatal massages are available and must be performed by a registered massage therapist and aromatherapy oils are not advised in the early stages of pregnancy.

Because the spa is reserved for guests 13 and older you would not be able to bring your baby inside the spa during treatment times. Please notify us if you are breastfeeding at the time of booking so we can advise on a safe service for you and your baby. For those who will need to pump and prepare for a feed at some point during their stay, please let us know when you check-in, so we can find a quiet room for you when the time comes.

Please note that for all body scrubs and wraps the entire body is treated including the buttocks. The best way to receive these treatments is unclothed wearing a disposable thong. If you prefer not to have specific areas of your body uncovered, please inform your spa therapist and she can adapt the treatment to suit your comfort level.

The Spa at Q is a small, boutique spa so we find social noise does carry thorough out the quieter areas of the spa, so guests are asked to keep conversation to a low level to avoid disruption of other patrons. Our manicure and pedicure area tends to be a naturally more sociable area; where conversation and laughter are encouraged among guests. However, if you wish not to be disturbed please feel free to bring your earbuds or headphones into any of the spa areas so you can concentrate on your experience with minimal interruption.

Our registered massage therapists performing therapeutic, active therapy and prenatal massages are registered with the College of Massage Therapists of Ontario (CMTO) and therefore we are able to issue receipts for insurance purposes. You may only receive a receipt for your treatment if you paid for it yourself. We do not offer direct billing and you will be required to pay for your massage at checkout. The receipt will be issued at the time of payment, which you can then submit to your insurance company for reimbursement. Please check with your insurance provider to confirm you are able to claim your massage. If you booked a relaxation massage with an esthetician then we cannot issue an insurance receipt for this type of massage.

If you're having second thoughts about your item and are looking to make a return or exchange, breathe easy.

New/unopened purchases made within 14 days can be returned or exchanged. For purchases made within 30 days, a spa credit will be issued. All discounted items are final sale.  Also, note that the original method of payment and receipt is needed to process a refund or exchange. 

Contact Us

Still have a question about our services or an upcoming appointment? We’d be happy to answer any questions you may have.