Spa Etiquette

Reservations

Spa appointments must be reserved in advance. We recommend that you to reserve your appointment at least 2 to 3 weeks in advance so that we may meet your scheduling requests, especially on weekends and during Holiday periods. We encourage you to utilize weekday appointment times for utmost serenity.

To confirm an appointment at Secret Garden Spa you will need to provide a valid credit card number at time of reservation. All our prices are in Canadian dollars and are subject to change.

---

Arrival

Please allow adequate travel time and check traffic conditions for major highways in advance to ensure that you arrive at your scheduled treatment time. Arriving late will cheat you of precious minutes of your service, as we complete each experience on time so our next client will not be delayed.

---

What to Bring

We will provide you with a robe, and a secure space to store your belongings upon arrival. Please make sure you bring your own bathing suit and slippers. We recommend that you bring only essentials with you to the spa. Please leave your valuables at home. The Spa will not assume responsibility for lost or misplaced items.

---

Health Form

We ask all guests to complete a mandatory health form on arrival so that our therapists can prepare your experience and offer expertise tailored to your needs. Please advise us at the time of booking of any relevant health conditions.

---

Registered Massage Therapists

Insurance receipts can be issued for massages done by a Registered Massage Therapist. They include Therapeutic, Aromatherapy & Deep Tissue Massage. All of our massage therapists are registered at Secret Garden Spa.

---

Staff & Service Providers

We employ both male and female professionally trained therapists.

We are committed to the principle of Employment Equity, which means we will provide equal treatment in employment and will not discriminate on the basis of race, colour, religion, or creed, sex, sexual orientation, marital status, physical handicap, age, ethnic origin, or political belief. As such, our team will never ask you for any preferences in the selection of your therapist.

Should you have a specific reason for making a request, you are welcome to share that with your Luxury Spa Advisor at the time of reservation and they will note it on your booking. While we will make every effort to accommodate your request, it is not guaranteed. 

---

Tranquility

Our Guests expect a quiet and tranquil environment. For the comfort of others, we ask that all guests respect spa etiquette. Please enjoy quiet conversation and refrain from using cell phones or other electronic devices to protect the privacy of our guests. Children must be 12 years of age or older to visit the spa to enjoy spa treatments and 16 years of age or older to use the hot tub. 

We are a smoke-free environment.

---

Hotel & Day Visit Guests

Prince of Wales Hotel & Spa’s facilities include an indoor salt water pool, an indoor hot tub, sauna and a fitness room. The facilities are open daily from 7:00 a.m. – 10:00 p.m.

Day guests will have access to the facilities from 7:00 a.m. – 10:00 p.m.

---

Gift Certificates

Give the gift of relaxation and well-being! Gift certificates are available in person, by phone, email or can be purchased online.

Gift Cards are purchased in the dollar value you choose and will never expire. They can be used at all of our properties. You may purchase an online gift certificate instantly, or if you’d prefer to have a plastic card mailed to you, please call one of our Luxury Travel Advisors 1-888-669-5566 and press 1 for reservations to place your order. You can also stop by the Front Desk and they will be happy to take care of you.  

Gift Cards purchased are dollar value only and not specific to a treatment, package or service. Denominational Gift Cards purchased offer flexibility and they can be applied to accommodation, dining, spa and retail throughout our properties.

Plastic gift cards take up to 48 hours to prepare and then will be sent out. Because they are like cash, they are only sent via Express Post or FedEx. Additional shipping charges apply.  

We accept Vintage Hotels & Niagara’s Finest Hotel Gift Cards.  Kindly remember to bring your gift card with you as we will need it to process your payment. Please note we cannot issue receipts for RMT services paid by gift certificate or gift card.

---

Cancellations or Modifications

While we don’t want you to have to cancel, we do understand that sometimes things change and it is necessary. To cancel or modify your individual appointment we require notice 72 hours in advance of your treatments in order to waive any penalty charges. Within 72 hours of your treatments, full service fees will be charged. Cancellation policy for corporate groups are subject to the terms & conditions as outlined in the contract.

---

Gratuities

Gratuities are not included in any of the treatment prices. Should you wish to leave a gratuity, we will happily provide you with an envelope at our reception desk or we can simply add it to your bill upon request.