In compliance with the Canadian government guidance, we have implemented stringent protocols to further safeguard the comfort, health, and safety of our guests and employees which remains our top priority at all times.

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As a result of the limited capacity in which we are opening, we have minimized our spa treatment menu during this time. Please kindly contact our Spa Team who will be delighted to assist you with any inquiries or concerns you may have.

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Our cosseting Spa is one of the best in the city. With our unique know-how, techniques, and exclusive treatments, we will offer you a chance to unwind.

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Please see below a list of FAQs with the intent of answering all your questions and ensure you feel safe and comfortable visiting the Spa. As always, if you have any further questions or concerns, please do not hesitate to contact our team by phone at 647.475.9288 or email us at guerlainspa@hotelxtoronto.com.

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1. What hygiene measures and sanitary guidelines will be implemented?

Our cleaning and disinfection protocols have always exceeded the requirements of health authorities. In addition to regular cleaning, new disinfecting procedures have been added to increase the sanitation of high-touch surfaces such as lockers, door handles, and handrails. Some of the new and enhanced protocols implemented include, but are not limited to:

• Mandatory contactless temperature checks for guests and staff upon entry into the Spa

• Guests and Associates will be required to wear a protective mask at all times.

• Mandatory COVID-19 screening questionnaire for both Guests and Associates.

• Plexiglass barriers at reception, and in our manicure and pedicure area.

• The Spa will open operating under limited capacity.

• Contactless payment options available.

• Mandatory hand sanitization for guests and staff upon entering the building.

• Increased frequency of sanitization of surfaces throughout the Spa.

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2. What enhanced hygiene protocol should we expect at check-in and check-out?

In addition to reduced capacity in each area, there are several protocols being put into place that are focused on our entrance in order to ensure the safety of our Guests.

This includes:

• Mandatory hand sanitization upon arrival.

• Completing the mandatory health history form and waiver online prior to arrival.

• Contactless payment options.

• All Guests and Associates will be required to wear protective masks.

• Screening upon arrival including contactless temperature reading for both Guests and Associates.

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3. Will the steam room be open?

Our steam rooms are temporarily out of order.

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4. What are some of the tools and protective equipment that will be implemented?

A number of protocols will be implemented to ensure the safety of guests and staff in all Spa operations. They include, but are not limited to:

 

Reception - Mandatory hand sanitizing upon arrival, completing the mandatory health history from online prior to arrival, contactless payment, and a limit on capacity through strategic appointment scheduling. All Associates will be wearing a protective mask, as well as undergoing screening upon arrival and a contactless temperature check.

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Retail Area - Increase frequency of disinfecting hard surfaces. No testers will be provided.

 

Services - Plexiglass in place at every manicure and pedicure station, all Guests and Associates are required to be wearing a protective mask (Associates will also wear a face shield), Visible hand washing before and after every service with Guest in the room (thorough, and up to elbows). 

 

Amenities - No access to steam rooms until further notice.

 

Associates Operations - Mandatory hand sanitization upon entering the building and digital thermometer for daily temperature checks. Staff are to wash hands and forearms up to elbows with soap and warm running water prior to every single service and verbally confirm once they have done so for the Guest, in the service room. Protective masks are to be worn at all times.

 

Communal Areas - Increase the frequency of disinfecting hard surfaces, door handles, elevator buttons, etc. Hand sanitizer will be available as always. Self-served amenity stations will be removed, as well as magazines. Individually served refreshments will be available. 

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In addition to all door handles and elevator buttons being cleaned continuously, we have placed NanoSeptic Self-Cleaning covers on all door handles.

NanoSeptic Self-Cleaning covers: This material utilizes mineral nano-crystals which create an oxidation reaction stronger than bleach. It constantly oxidizes organic contaminants and unlike traditional disinfectants and cleaners, the NanoSeptic surface uses no poisons, heavy metals or chemicals. It is powered by visible light. This creates a "neutral zone" where no bacteria/virus can attach onto the cover.

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5. Will you be accepting cash tips?

We will be handling cash as little as possible. We recommend that you bring your own cash for tips.

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6. How will physical distancing be implemented?

The overall number of Guests on-site at all times will be reduced. In order to respect a minimum distance of two meters per guest, we will stagger check-ins and locker room access. Groups of people experiencing spa together is limited to 2 at this time. New signage will gently remind Guests of physical distancing protocols, as well as other important health and safety measures.

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7. What if a Guest feels sick?

The spa will refuse check-in to any person who is symptomatic, has recently traveled outside of Canada, or who has been exposed to someone with a suspected, probable, or confirmed case of COVID-19 within the past 14 days. 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 again in 2 weeks when you are feeling better.

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8. Can I still enjoy the experience with a partner?

Guerlain Spa is a relaxing sanctuary to spend time with a friend, partner or family member. In the first reopening phase, we will limit access to groups of 2 people maximum. 

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The layout of our outdoor and indoor relaxation areas have been reconfigured to permit 2 people or less sitting together. Please note, we are unable to offer couple massage treatments at the moment.

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9. Will wearing a mask be mandatory?

Protective masks are mandatory for Guests and Registered Massage Therapists during massage treatments. We recommend guests bring their own mask for optimal fit and comfort.

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10. Can I present myself at the Spa without an appointment?

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.