ARRIVAL & CHECK-IN

We kindly ask that you arrive 15 minutes prior to your scheduled treatment to allow for a smooth and thorough check-in experience.
For guests with the last appointments of the day, we encourage you to arrive at least 30 minutes beforehand to ensure a full and indulgent experience of our spa facilities ahead of your treatment.
While we always strive to accommodate late arrivals, please note that treatment times may be adjusted and the full service duration cannot be guaranteed.

 

RESERVATIONS & BOOKING

All spa reservations require a 50% deposit at the time of booking. This deposit will be applied to your final bill following your service. The remaining balance is payable at check-out via chip & PIN card.

• Gift Card Bookings: If booking with a gift card, please provide the gift card number at the time of booking. Online bookings should mention intention to apply a gift card upon appointment confirmation.

• Booked Packages: A minimum of 48 hours’ notice is required for cancellations.

• Group Bookings: For groups of more than three guests, a minimum of 72 hours’ notice is required for cancellations.

• Hotel Spa Packages: We ask that you still provide a credit card for the reservation, and your spa credit will be applied upon hotel check-out.

• Daycations are available Monday-Thursdays only. Subject to availability.

​​

If you wish to use a different method of payment at check-out, a chip & PIN card will still be required, and your deposit will be refunded to the original card used at the time of booking. While we also accept cash, please note that change is not available.

 

CANCELLATION POLICY

We understand that plans may change. We kindly request:

• 24 hours’ notice for individual treatments

• 48 hours’ notice for booked packages

• 72 hours’ notice for group bookings of more than three guests

​​

Appointments cancelled within these time frames, missed appointments, or late arrivals resulting in shortened services will incur a charge of 100% of the treatment price, including applicable taxes. Suggested gratuities are added for your convenience and may be adjusted at check-out.

​

SERVICE CHARGE & TAXES

For a smooth check-out journey, a suggested 18% gratuity, is automatically added to your final spa bill. Should you wish to make any adjustments, our Spa Reception team would be pleased to assist you at check-out.

 

PARKING

Complimentary self-parking is offered to spa guests for up to six hours in our parking garage, located off Newfoundland Drive. After six hours, parking is subject to an hourly fee of $10, to a daily maximum of $35. Valet parking is also available for a fee.

 

MINIMUM AGE REQUIREMENT

Guerlain Spa welcomes guests 18 years of age and over, as well as guests 16 and 17 years of age when accompanied by a parent or guardian. For all treatments, a parent or guardian must provide written permission for guests aged 16 or 17 to ensure the appropriate care and consent.

 

REGISTERED MASSAGE THERAPY (RMT) SERVICES & INSURANCE

Registered Massage Therapy services are performed by certified practitioners. While we do not directly bill insurance providers, a detailed digital receipt will be provided following your service for submission to your extended health benefits provider.

​

SPA ETIQUETTE & CONDUCT

To ensure a serene and safe environment for all guests, we kindly ask that you observe the following guidelines:

• Outside Food & Beverages: Outside food or beverages are not permitted within the spa.

• Respect for Staff: We maintain a non-negotiable standard of respect toward our spa team. Any inappropriate or disrespectful behavior will not be tolerated.

• Right to Refuse Service: Guerlain Spa reserves the right to refuse service to any guest who does not adhere to our policies, or if we suspect a guest is inebriated or otherwise incapacitated, in the interest of their own safety and well-being.

• We ask that guests refrain from taking photos or filming within public areas to protect the privacy of other guests.

We thank you for your understanding and cooperation in helping us maintain the tranquility, safety, and exceptional experience of our spa.

​

HEALTH CONSIDERATIONS

Please advise us at the time of booking of any medical conditions, allergies, injuries, or pregnancy so that we may tailor your experience accordingly. The spa cannot be held responsible for undisclosed health considerations.

​

PERSONAL BELONGINGS

Lockers are provided for your convenience; however, we recommend leaving valuables at home, as the spa cannot be responsible for lost or unattended personal items.​

​

PRODUCT RETURNS

For hygiene and health protection reasons, unsealed, opened, and/or used products are not eligible for return.

Unopened products may be returned within 14 days of purchase, provided they are in perfect condition, in their original packaging, and accompanied by the original receipt issued at check-out. If the return is due to a reaction, the return must still occur within the 14-day policy.

​

GIFT CARDS

Gift cards are non-refundable and must be presented at the time of redemption. Lost or stolen cards cannot be replaced.

​