FAQ

Spa Frequently Asked Questions

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 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.

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.

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. We can unfortunately no longer accept cheques. 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 are an adult-only facility of 18 years and older. Younger children may book manicures and pedicures if accompanied by an adult, but our Hydrotherapy circuit is adult only.

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.