FAQs

To avoid disappointment, please be on time. If you are late, it will result in a shortened appointment or a rescheduled appointment with applicable charges.

Please check in at least 30 minutes prior to your first service to give yourself the necessary time to complete a universal health form on our ElmTablet system. This information is accessed only by your Spa Care Expert™ – a Registered Massage Therapist (or aesthetician) during your appointment, and is stored on a secure system, which is completely separate from our reservations information.

It is important that the health information you provide is complete and accurate. This information is confidential and is required by law for Registered Massage Therapists. This is also requested for aesthetic services.

If you plan to make use of Water Therapies, we suggest that you give yourself one hour prior to your first service so that you have ample time to relax and enjoy. Water Therapies are not recommended following treatments, so that the benefits of the products used in your treatment have more time to penetrate your skin, for optimal results.

.Health information is collected in order to promote a safe and healthy environment for our guests, to ensure continuity of information from one visit to the next, and to assist in customizing treatments to individual needs, particularly if there are medical issues or allergies which could have contraindications for certain products or services. Your health information can be updated annually or at your convenience.

A robe, towels, and flip flops are provided and no additional charge. Shampoo, conditioner, body lotion, hairdryers, and curling irons are available in the change rooms. Please remember to bring your hairbrush, cosmetics and any other personal toiletries you may need.

During your treatment your body will be professionally draped at all times so it’s up to you whether you disrobe completely or leave your undergarments on for massage and body treatments. Paper underwear is provided for some body treatments.

If you are having a pedicure, we suggest that you bring open-toed shoes so your polish doesn’t smudge before it has an opportunity to harden. Polish can be dry, but takes 24 hours to cure. Elmwood Spa is not responsible for lost or misplaced items. Valuables are best left at home.

Secure lockers are available for all guests of the spa in the men’s and women’s change rooms. Coat check is also available. Elmwood Spa is not responsible for any lost or stolen items, and we advise that valuables are left at home.

Men receiving a facial should shave at least two hours before their appointment.

For body treatments we recommend that any shaving be done the day before because it is best not to shave on the day of an exfoliation.

Water Therapies are complimentary with spa services valued at $120 or more, for a 55 minute maximum.

Pool dimensions: 17’w x 33’l x 4.8’d (at deepest end)

• In our attempt to ensure the health, safety and a positive environment for all our guests, we ask that you keep in mind the following:
• Please note there is no lifeguard on duty
• Please shower before entering the pool or whirlpool
• Do not bring food, drinks or glass in our whirlpool, pool or steam room
• To be respectful to other guests, please keep the noise level to a minimum
• Mobile phones or cameras are not permitted within our water therapies area
• Keep in mind that the pool deck is co-ed –swimwear is required
• We are a family friendly spa – acts of extreme intimacy are not acceptable

The Whisper Zone policy will only be enforced from Monday to Thursday, creating a serene environment on those days. The Whisper Zone policy will not be in effect on weekends (Friday, Saturday, and Sunday) and holiday periods. If you prefer a quieter experience, consider visiting Elmwood Spa during less crowded times, such as weekdays or outside of holiday periods.

Please help us preserve a tranquil environment by lowering your voice and turning off your cell phone. For the privacy of our guests cell phones and cameras are not permitted in the Water Therapies area and change rooms.

Elmwood Spa is a smoke-free facility. According to bylaws, smoking is not permitted in the building, under the overhang at the front of the building, within 9 metres of the entrance, or on restaurant patios.

Our Terrace Restaurant, Juice Bar, designated area in our Pool Deck Lounge, and our manicure-pedicure lounge are all licensed. For more information please see our Alcohol House Policy

Healthcare insurance coverage covers Therapeutic Massages performed by Registered Massage Therapists. Please note your need for a receipt at booking and again, at check-in so that we can issue one upon check-out, which you can then submit to your insurance provider.

Gratuities are appreciated, at your discretion. Envelopes for gratuities are provided at check-out. Keep in mind gratuities are not included as part of the insurance receipt and cannot be claimed.

We accept cash, credit (Visa, Master Card, American Express), or debit as methods of payment.

Interac have announced that magnetic stripe transactions for Debit Cards will no longer be accepted at the Point of Sale (POS) after December 31, 2015.   After this time, only chip and PIN transactions for Debit Cards will be accepted, while magnetic swipe transactions will automatically be declined.

Elmwood Spa Gift Cards are available for purchase in the form of à la carte services, as Spa Retreat Packages, or as Dollar-Value Gifts in $25 increments. Gift Cards can be purchased at the spa, by telephone or online (mailed or as an e-gift card). See Gift Card FAQ HERE

Elmwood Spa Gift Cards are available for purchase in the form of à la carte services, as Spa Retreat Packages, or as Dollar-Value Gifts in $25 increments. Orders can be placed at Elmwood Spa, via telephone or spa, by telephone or online

• Spa Gift Cards are non-refundable and cannot be redeemed for cash.
• Gift Cards issued for services and products are protected from price increases for 12 months from the date of issue. After this time, you may redeem the Gift Card for its original dollar value, towards any services, retreat or products from our Retail Boutique.
• Spa Gift Cards do not include gratuities and cannot be used for this purpose
• There is a 3 business day hold on all e-gift cards from time of purchase.
• We recommend emailing e-gift card orders to yourself first so that you can confirm delivery and print or forward it to your recipient(s).
• For phone orders of $100 or more, you will be required to fill out a credit card authorization form as well as provide ID prior to processing your order. This is for your security as well as ours.

Gift Cards ordered online are not available for pick up at the spa. They can be mailed or couriered to the purchaser or recipient.

All prices are displayed in Canadian dollars. Please note that dollar value only cards do not include taxes as this is a straight dollar value. The current Canadian HST will be added to packages and services.

A gift card is a physical plastic card which can be ordered from our website, over the telephone or in person at the spa. An e-gift card is a paper gift certificate which is emailed to you within minutes after you place your order. You can either print it out or email it to yourself or the recipient.

Spa Gift Cards are shipped within one business day and take approximately 3 to 5 business days via Canada Post regular mail. Courier service can be arranged for next day delivery for orders received by 3:30 pm. For orders placed after 3:30 pm, deliveries are made between 9-5 pm within 1-2 business days. Please note that there is no courier deliveries on weekends. We are unable to deliver to apartment buildings or condos without a concierge.

Yes, balances left on Elmwood Spa Gift Cards can be applied to future visits or used to purchase products in our retail boutique or at our sister restaurant, Bangkok Garden.

Yes, you must bring your physical gift card or e-gift card (printed or on your phone) to the spa so that it can be applied to your reservation when you check-in. Please note that a photo ID is required.

Elmwood Spa is not responsible for lost or stolen gift cards. However, we recommend that you have the purchaser contact us directly. We are only able to disclose information with the original purchaser of the gift card. Please have the purchaser call Elmwood Spa directly at 416-977-6751 to handle this inquiry.

Gift Cards cannot be used as payment towards the purchase of a Gift Card or e-gift card.

Services and packages are price-protected for 12 months from the date of issue. After this time, you may redeem the gift card for its original dollar value, towards any services, retreat or products from our Retail Boutique.

Our retreat packages are discounted and therefore in order to enjoy the savings on these bundled services, you must redeem the services on the same visit. As an alternative, you may choose to convert your gift card to the dollar value and use it towards any services and/or products of that value.

We do not offer substitutions on gift cards; however, the recipient can convert the card to the original dollar value and redeem it towards any services and/or products.

Gift cards cannot be redeemed for cash. The balance may be used towards any spa service, product or carried over to your next visit.

Elmwood Spa gift cards do not include gratuities and cannot be used for this purpose.

Yes, you may give your gift card to someone else, however the recipients name in our system will remain as the original recipients name from time of purchase. Please note that the recipient may be asked for ID. We cannot re-issue the Gift Cards.

Gift Cards ordered online can be shipped to one address per order.

E-gift cards are designed for immediate delivery. Our accounting department requires this time to verify payments.

Check your spam filter. If it’s not there, please call us at 416.977.6751 or email spa@elmwoodspa.com and we will re-send it.

Yes, we do! WaySpa gift cards are valid at Elmwood Spa and elmspa only.

• You may redeem your WaySpa gift card for its original dollar value, towards any services, retreat or products from our Retail Boutique. It cannot be used for online purchases or towards gratuities.
• The WaySpa gift card must be fully redeemed, as we do not carry balances. It cannot be redeemed for cash.
• If you want to double-check your WaySpa gift card balance, you can visit the WaySpa website or the following link: https://www.wayspa.com/card-balance-inquiry/.