ARRIVAL

We will require you to arrive at the Spa at least 15 minutes prior to your treatment time in order to fully enjoy your Spa experience. Late arrivals may result in lost treatment time unless our schedule enables us to offer you the full service. Guests are required to arrive on-site with a confirmed reservation received either by text or email. You are welcome to call or email us to make an appointment. Guests will be responsible to follow new spa etiquette guidelines during their visit.

 

A MOMENT OF TRANQUILITY

Our Spa is a haven of serenity. Please be sure to turn off your cell phone so that your relaxation and that of other guests is not disturbed. Guerlain Spa is a relaxing sanctuary to spend time with a friend, partner or family member.

We are offering side-by-side massage treatments and our steam and relaxation lounge are open for post-treatment enjoyment, limited to a maximum of 30 minutes to respect some privacy between guests.

Kindly note that the rooftop pool is only accessible for Hotel Guests complimentary. Should you wish to purchase a half day pass, visit resortpass.com to book your pool time. 

 

RESERVATION AND CANCELLATION POLICY

In order to secure the most suitable schedule for you, we will require that you anticipate your treatments by reserving an appointment via our online booking. Should you need to cancel or reschedule your appointment, as a courtesy we ask that you provide 24 hours’ notice to avoid incurring the full therapy fee or voiding gift certificates.

For your convenience, a suggested 18% service charge and applicable taxes will be added to your services and package. Please speak to our Spa Reception at check out if you prefer to make any changes to this formula.

Cancellations made within less than 24 hours will incur a charge of 100% of the treatment price, including taxes and suggested gratuities.

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MINIMUM AGE REQUIREMENTS AND PLAY CENTRE

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. A parent or guardian must provide written permission for guests ages 16 and 17 years of age for all treatments.

Our Play centre is open and can look after your children while you are relaxing at the Spa (additional fees apply, direct booking via email playcentre@10XTO.com). 

 

REGISTERED MASSAGE THERAPISTS

If you require a Registered Massage Therapist, please select one of our RMTs when specifying your Technician preference online. We will provide you with both registered and itemized receipts at the end of your massage treatment for insurance purposes. 

 

SPECIAL CONSIDERATION

Guests who have high blood pressure, heart conditions, have any other medical complications, or are pregnant are advised to consult their doctors before signing up for any spa services. Kindly inform your Spa therapist of any existing medical conditions. The spa will refuse check-in to any person who is symptomatic - If you are feeling sick, please stay home and inform us. If you are experiencing any COVID symptoms, we will refuse to service you and ask you to rebook when you are feeling better. 

 

VALUABLES

A locker for safekeeping of valuables is provided and we recommend that no jewelry be worn at the Spa. The management and Ambassadors accept no responsibility for the loss of money or valuables of any kind brought into the Spa premises.

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PARKING

We offer complimentary self parking for spa guests valid for 6 hours, located in our parking garage off of Newfoundland Drive. After 6 hours, there is an hourly fee of $7.00 to a daily maximum of $30. Valet parking is also optional for a fee of $20.00, valid for 6 hours. After 6 hours, there is an hourly fee of $7.50 to a daily maximum of $45.00.

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PRODUCT RETURN POLICY

Unsealed, open and/or used products shall not be accepted for return for hygiene and health protection reasons. The Customer must return the products in perfect condition and in original packaging within 14 days of the original purchase, unopened so that the product can be remarketed. The products must be returned accompanied with the payment receipt, which has been given upon check out at the Spa.

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The Customer must return the products to the following address:

Guerlain Spa Hotel X Toronto

111 Princes' Boulevard

M6K 3C3, Toronto, ON.

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If the above conditions are fulfilled, Guerlain Spa Toronto shall reimburse to the Customer the total amount paid at the order of the returned products, using the same manner as the payment for the order, excepted the costs of return, within a maximum period of fourteen (14) days from receipt of the return voucher.

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