Frequently Asked Questions
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Reservations & Policies
All of the massages that are performed by Registered Massages Therapist (Stress Relief, Deep Tissue, Reflexology, and some Hot Stone and Thai Hot Stem Massages) are eligible to be claimed through your separate health insurance company. We do not offer direct billing, however, we do issue you an insurance receipt with the RMT’s full name and license number so that you may claim it.
*Please be aware that all of the Relaxation Massages and some of the Hot Stone and Thai Hot Stem Massages are performed by Estheticians and are not eligible for insurance receipts.*
Absolutely, but please do so at the time of booking to ensure your request is met. All therapists are subject to change before your arrival.
If you have misplaced your RMT receipt we can write out a duplicate copy to scan and email to you.
For all services we do recommend booking ahead to guarantee availability; our weekends are the most popular time to book so we recommend 2-3 weeks’ notice if you would like to book on a Friday, Saturday, or Sunday. We will do our absolute best to accommodate your treatment requests based on our availability. We can book same day appointments but we do require at least 90 minutes notice.
The prices on the website are in CAD currency and the cost is before taxes. We include an additional 13% HST* tax and a 7.9% Local Fee** to the service price at the time of check out. Massages services are subject to a 15% gratuity.
All massage services are subject to a 15% gratuity. We do not include gratuity on any other service. The amount of gratuity is left to your discretion on those services.
We do not charge you for your services at the time of the booking, regardless of whether you booked over the phone, via email or through the online booking system. We do require a credit card to hold your reservation but do not take any sort of payment from it. At the time of your service if you are not billing your hotel room please bring a valid method of payment, either credit card or debit card, with you to cover the cost of the service. **Please be aware that the spa does not accept cash.** We reserve the right to modify or change the pricing on certain treatments or products
without prior notification.
We do not accept any cash here at the spa. If you are paying by credit or debit card your bank will automatically calculate the US dollar exchange rate. Please be aware that the exchange rate is subject to change day to day as the market fluctuates. Please note we do not accept WaySpa or SpaFinder gift cards as payment.
If you would like to cover the cost of a guest’s services remotely we require you to fill out a Credit Card Authorization Form for us beforehand to authorize us to use your card to pay for the treatments on the day of the appointment. If the form is not filled out in advance of the appointment then we, unfortunately, cannot bill the services to the card provided. Alternatively, you can purchase a gift card through our website.
We have a 24h cancellation policy here at the spa. If there are any cancellations or no shows within 24 hours of the service time then there is a 100% service fee billed to the credit card provided to hold the reservation.
When you book a service with us you have access to a eucalyptus steam room and dry sauna, which are both located in each separate men’s and women’s change room.
We ask that you arrive at the spa at least 15 minutes prior to your appointment time. This provides enough time for you to change into your robe and sandals and fill out the Health History Form prior to your appointment. Feel free to join us earlier than 15 minutes prior if you’d like to use the eucalyptus steam room or dry sauna beforehand!
Please be advised that we are not able to delay your treatment if you are late. In this case, your service will be shortened to allow our therapist to be on time for their next appointment, and the full-service fee will apply.
We do not offer acrylic or shellac for nails, we offer regular polish and gel. We also ask that if you have booked a manicure or pedicure treatment with us that you please arrive with natural nails. Our nail services do not include the removal, modification or application of Shellac polish or Acrylic nails.
We are an adult facility; guests must be at least 18 years of age to book a service.
We provide towels, robes, and sandals for your use while at the spa. There is also shampoo, conditioner, soap, body lotion, and hair dryers in each separate men’s and women’s change room. In the lounge area, there is a selection of magazines, teas, and fruit to enjoy while you relax. The only thing you could bring with you is a bathing suit if you’re scheduled for the Hydrotherapy Infinity Bath, however since the service is done in a private room, this would be your choice.
If you are staying in the hotel, please leave valuable items somewhere safe. Otherwise, lockers are provided for your personal items. Please do not bring valuables to the spa. The spa and hotel are not responsible for lost or stolen articles. Before departing the Spa, please ensure that you have collected all personal items from your locker and the pockets of your bathrobe.
We are located on the 14th floor of the Sheraton on the Falls hotel; 5875 Falls Avenue closest to Casino Niagara.
**Please be aware we are not located in the Four Points Sheraton and are not near the Fallsview Casino Resort**
Absolutely you can book with us if you’re not staying at the Sheraton on the Falls! We offer complimentary valet parking for guests joining us from outside the hotel (see below).
For spa guests that are not staying at the Sheraton on the Falls or Crowne Plaza hotels, we do offer complimentary valet parking for the duration of your spa services. Simply pull in to the front of the Sheraton on the Falls Hotel and talk to one of the valet’s in the orange shirts/jackets. Let them know you’re coming up to the spa, they’ll park your car for you and you just show your spa receipt on your way out and it’s a free service. There is self-parking available on site as well but at an additional cost.
Health Concerns & Groups
The Sheraton on the Falls and Crowne Plaza hotels offer one package called the ‘Ultimate Spa Experience’ which combines a hotel room and spa services. Please visit the hotels’ respective websites for more detailed information about what the package entails and the stipulations: view here. If you choose to book this package please contact a hotel Reservation Agent to arrange your accommodation.
**Please be aware that if you book the ‘Ultimate Spa Experience’ package through the hotel it does not automatically book you in for the spa services, you will have to call or email our Spa Receptionists to book the actual appointment at your preferred date and time.**
We do not offer any group packages. You can view all of the packages we offer in the “Packages” section of the website.
If you are pregnant or have health concerns, please let us know at the time of the booking so we may consult with you on Spa Services that are recommended during this time. Our Mother-To-Be (Prenatal) Massage performed by an RMT and is the only massage that can be booked for expectant mothers. Body Wraps and Scrubs are not recommended for mothers-to-be. Please consult with your doctor prior to making arrangements.