Spa Protocol & Policies

The SPA Protocol

  • Reservations are required for all services.  Access to the Spa Serenity Garden is complimentary with any spa treatment, before your treatment, up to a maximum of 2 hours (subject to the start time of your appointment & opening hours of the spa).

  • Using the ‘Contact Form’ on our website to inquire about a spa treatment does not guarantee an appointment.  You may inquire using the Contact Form and our Guest Services will contact you to discuss spa availability and take your credit card information, once an appointment has been set.

  • Payment can be made by Visa, Amex, MasterCard or American Express, cash, or debit card.

  • We take a $25 deposit for borrowing spa sandals and a $10 deposit for each locker key – fully refundable when items are returned to Guest Services at the end of your spa visit.

  • Two towels, a spa robe, and a locker are provided at the time of Check-in. Spa footwear is also available to borrow in the change facilities.

  • Before using The Serenity Garden pool & hot tub, guests are required to take a cleansing shower with soap.

  • Please avoid filling personal water bottles directly from water/tea stations in The SPA, to avoid contamination. Disposable paper cups are provided for your convenience.

What to expect during your treatment?

Your therapist will greet you at The Spa lounge, a few minutes before your appointment begins and explain the treatment procedures. All treatments are performed in a private room. Your therapist will wash their hands before treatment.

Post Appointment

We have a comprehensive selection of spa products available for retail purchase, for your convenience. Please ask your spa therapist or our Guest Services team to help you select the right products for you.

Guest Booking Procedures

  • When booking a treatment, a credit card number is required to guarantee your reservation. We accept Visa, Amex, MasterCard, cash, or debit.

  • Our cancellation policy is 48hrs including Spa Serenity Garden passes.

  • RMT cancellation fee: $115 (60 minutes) $155 (90 minutes)

  • All other treatments (excluding RMT) cancellation fee, including Spa Serenity Garden passes, 40% of service cost.

  • NEW – Cancellation fee inclusive of no-shows, illness, and rescheduling.

  • Please check confirmation of booking email for cancellation policy at time of booking.  A friendly reminder email of upcoming appointment will be sent 72 hours prior to scheduled appointment time.

  • All spa guests receiving treatments are required to complete a consultation form, while guests with Spa Garden passes only need to sign a waiver.

  • We kindly ask that you limit the number of shopping bags, jackets, and personal items you bring, as locker space at The Spa is limited.

Food & Alcohol

Alcohol & food consumption is not permitted in the Spa or Spa Serenity Garden.

Treatments While Pregnant

Please advise us when booking your treatment, if you know or think you may be pregnant, so that we have an opportunity to discuss the limited number of treatments we have available for you.

Noise

Our Spa and Serenity Spa Garden are designed to evoke serenity and peace and we kindly request that all guests be considerate of others and keep voices low and refrain from using cellphones while in the Spa lounge, change rooms, and Spa Serenity Garden.

Age Restriction

The Spa & Serenity Garden are adult-only facilities. Individuals receiving treatments and/or using the spa garden must be 16 years of age or older.

Serenity Garden – Access

Serenity Garden passes are complimentary with any of our spa treatments. The maximum number of guests in the Serenity Garden is 10 people at any time.

Serenity Garden passes are available for purchase during the hours of 9:00 am-8:00 pm Sunday-Saturday, from our Guest Services team (subject to availability). Reservations are required when purchasing garden passes & a 48-hour cancellation notice is required, or 40% of the fee will be charged.

The minimum age restriction is 16 yrs.

Call 604.883.2456 for reservations or to purchase a gift certificate.