FAQ

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 see the Spa’s Care and Cleanliness Commitment.

Do I need to wear a face mask?

Masks are required to be worn by all Spa Guests at all times in the building, including before, during and after treatment times. For facial services, face masks must be worn up until the time the service starts and must be worn after the treatment is completed.

How do I prepare for my visit?

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 are having a body scrub or body wrap treatment, please do not shave 24 hours in advance to avoid irritation. All clients receiving a treatment are required to complete a health history form, which needs to be updated on a yearly basis or when there are changes in your 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.

Can I claim my massage on insurance if I pay by gift certificate?

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.

I lost my RMT receipt, is it possible to get another one?

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

Are gift certificates refundable?

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

What if I lost my gift certificate?

If the gift certificate was purchased from the Spa at 124 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.

How can I pay for my service? Can I pay for myself or someone else in advance?

The spa accepts all major payment designations including American Express and Discover credit cards. We can unfortunately no longer accept cheques. Prepayment is not accepted prior to the booking. If you need to make payments arrangements for a client please call the reception to make arrangements for their services to be paid for by a third party.

What is the cancellation policy?

There is a 72 hour cancellation policy for individuals. Please note that you will be charged 100% of your treatment price if you fail to show for your appointment the day of or change your appointment without the minimum notice required.

Are children allowed in the spa for a visit or for a service with me?

Children under 13 are not permitted in the spa and children 13-17 are allowed to have services only when they are accompanied by a guardian in the spa at all times.

What service are safe for pregnant women?

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.

Can I bring my baby in with me?

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 breast feeding 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.

Are there change rooms and/or lockers?

Access to the lockers and changeroom spaces are currently unavailable to ensure the health and safety of all guests and staff. Please come prepared to change in your treatment room and bring minimal personal items with you. The Spa at 124 does not take responsibility for lost or stolen items so please only bring what you need and leave your most precious valuables at home.

Modesty

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 to not have certain areas of your body uncovered, please inform your spa therapist and she can adapt the treatment to suit your comfort level.

When can I be social?

The Spa at 124 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 to not be disturbed please feel free to bring your ear buds or head phones into any of the spa areas so you can concentrate on your experience with minimal interruption.

Are massage treatments reimbursable by my private group insurance?

Our registered massage therapists performing therapeutic, active therapy and prenatal massages are registered with the College of Massage Therapists of Ontario (CMTO), and are 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.