Starting June 24, we’re introducing an exciting new booking portal.
This means an easier way to book your appointments.
Effective June 24
Physical, plastic gift cards will only be available for purchase in spa or from the Call Center.
NEW BOOKING SYSTEM
Why did you change to a new system?
- We have upgraded our system to enable you to book online, 24/7 at your convenience. To provide you with an easier and more user-friendly online booking experience, without having to create an account, although we do encourage you to create an account where you can track your visits, spend, and access service provider notes etc. To confirm your booking, you will need to provide your credit card information. Your card will not be charged until you have completed your visit.
Will my current booking be lost?
- No. Please be assured all current and existing bookings have been safely transferred to our new system. The transfer will have triggered a new confirmation email, and your booking number will be different. Please retain the original and updated emails to ensure that the booking details are correct.
What if I booked before June 24? Do I have to rebook?
- No, you don’t have to rebook. All existing bookings will be carefully transferred to and managed on the new system. As part of our new system upgrade, it will be necessary to complete a new health form, even if you submitted one previously within the last 12 months. We really appreciate your understanding and cooperation. Both credit card information and recent Health data were not migrated over to the new system, to protect your Personal Data. You can provide these at check-in or checkout where a member of the guest services team can support you.
What’s different about the new booking system?
- Now you can:
- Create bookings online without making a profile, although we encourage you to do so!
- Track your appointment history and gift card balance once you create an account.
- Improved dynamic Intake form.
- Opt-in for appointment SMS reminders.
- Receive Insurance Receipts directly via email.
What do I need to do if I visited elmspa in the past?
- If you have visited us in the past or have a future booking with us, your historical treatment notes (for insurance purposes), and contact information have been automatically transferred to the new system. However, we recommend creating an account to access your booking history, check gift card balance, and more.
I’m a new guest visiting elmspa for the first time. How do I book?
- If you’re booking with us for the first time, you can simply create a new account online using your contact information. It’s a one-time setup that is easy, quick, and only takes a minute.
Do I have to create an account online to book my spa service?
- You don’t have to create an account online. However, doing so will provide you with the following benefits:
- View your booking history.
- Check gift card and spa house account balance.
- View your transaction history including retail purchases.
Can I make a group booking online, through the new system?
- Yes, you can book online for groups of up to 4 people. However, for groups more than 4 people, you will have to call to book.
Can I buy gift cards online?
- Yes. As always, you can purchase electronic gift cards online and they can be emailed to you directly as well. Buy Now >
How will I get my RMT receipt?
- Receipts for Insurable Services, can be provided in hard copy upon check out, and are now available to be emailed directly to you. Please let us know if you don’t receive it and we’ll assist you. Duplicate Insurance forms can be provided but will be marked “DUPLICATE”.
BOOKING & CANCELLATIONS
How can I book an appointment?
- Appointments can be booked by phone or online. A valid major credit card number is required at the time of booking to confirm your reservation.
- Phone: 416-964-4500
- Please inform us at time of booking if you are planning to share time at the spa with a companion so we can endeavor to match your schedules accordingly. Please advise us of relevant health conditions at the time of booking and when filling out your health form so that our Spa Care Experts can offer an experience tailored to your specific needs.
- Online: Regular priced a la carte services can be booked online, with the exception of couples services and body treatments. Promotions and Packages are not available for bookings online. Book Now >
How far in advance should I book an appointment?
- Booking two to three weeks in advance is recommended to secure your best choice of appointment dates and times.
What is the minimum age requirement for guests?
- elmspa welcomes youth 17 years of age and over, and teens 13 to 16 years of age when accompanied by a parent or guardian. Health information is required by law from all guests regardless of age. A parent must provide written permission for massage therapy for teens 13 to16 years of age and the parent must remain in the room during the massage service.
What is your cancellation policy?
- 48-hours notice is required to cancel or reschedule à la carte services or Spa Retreats. Please understand that you will be charged 50% of each service price if you change your appointment without the minimum notice.
SPA ETIQUETTE & INFO
When should I arrive for my appointment?
- 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.
Why do we collect health information?
- 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.
What should I wear and what attire is provided?
- 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. elmspa is not responsible for lost or misplaced items. Valuables are best left at home.
Where can I store my items?
- 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.
How should I prepare for my service?
- 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.
Are cell phones permitted?
- 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 change rooms.
Is smoking permitted?
- elmspa 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.
Do you provide insurance receipts?
- 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.
Are gratuities mandatory?
- 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.
What type of payments do you accept?
- 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.
GIFT CARDS
Starting June 24, we’re introducing an exciting, new gift card portal. Existing Gift Card numbers and balances have been uploaded into our new system. Gift Cards purchased in the past will be honoured.
Gift cards are accepted at elmspa or our sister spa Elmwood Spa.
Effective June 24
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Only digital gift cards will be available online.
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Physical, plastic gift cards will only be available for purchase in spa or from the Call Center.
Please note:
If you would still like a physical gift card, you may call us at our Call Center 416-964-4500 or visit us in-spa.
Do you sell Gift Cards?
- elmspa E-Gift Cards are available for purchase in the form of à la carte services, as Spa Packages, or as Dollar-Value Gifts in any increment ranging from $50-$500. Orders can be placed at elmspa, 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.
What currency are elmspa Gift Cards?
- 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.
What is the difference between a physical gift card and an e-gift card?
- A gift card is a physical plastic card which can be ordered in spa or over the telephone. We have set denominations ranging from $25 to $500 dollar values. After June 24, 2025, we won’t have physical gift cards available to purchase online. If you would like to purchase a physical gift card, you may call us 416-964-4500, visit us in spa.
- An e-gift card is a paper gift certificate which is emailed to you within minutes after you place your order online. You can either print it out or email it to yourself or the recipient.
- Benefits of the new e-gift cards:
- Schedule e-gift cards to be emailed on the day of your choice.
- Input any dollar denomination on the e-gift card, minimum value $50 and cannot exceed $500.
- We now have thoughtfully designed e-gift cards, specially curated for various occasions such as: birthday, anniversary, graduation, and retirement.
- This will help us make your experience more convenient and smoother while offering beautiful, specially designed e-gift cards that you can purchase and send instantly.
How long will it take for my Gift Card to arrive from the time I place my order?
- 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.
What if I have funds left over on my Spa Gift Card? Can I use that value in the future?
- Yes, balances left on elmspa Gift Cards can be applied to future visits or used to purchase products in our retail boutique or at our sister restaurant, Bangkok Garden.
- If you create an account with us, you will be able to view your gift card balance for gift cards purchased as of June 24, 2025.
- For Gift Cards purchased before June 24th, 2025, you can only check your balance by emailing us at info@elmspa.ca
- If you have a pending gift card balance less than $25, you can email us for more instructions info@elmspa.ca
Is my gift card/e-gift card required for payment on the day of my visit?
- 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.
I misplaced / lost my gift card (Physical or E-Gift Certificate). What should I do?
- If you lost or misplaced your gift card, or please email us at info@elmspa.ca.
- We will require the Number of the Gift Card to retrieve the status and balance of the card in our system. Historical information such as “purchased by” and “purchased for” has not been retained, only the Card Number and Current Balance.
- If you do not have the number, unfortunately we may not have the ability to track or retrieve that card in our system and we may not be able to honor that card, until the purchaser or recipient of the card can produce the card or the card number to cross reference.
May I purchase a gift card/e-gift card with a pre-existing gift card?
- Gift Cards cannot be used as payment towards the purchase of a Gift Card or e-gift card.
Do your gift cards have an expiry date?
- 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.
- As per all Gift Cards for Services or Packages, purchased more than 12 months ago, are no longer price protected, and will convert to the dollar value of that service or package at time of purchase. Historical information such as “purchased by” and “purchased for” has not been retained, only the Card Number and Current Balance.
I have a gift card for a spa package/retreat; can I redeem this package over multiple visits?
- 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.
If the recipient of my gift card wants a different service than what was purchased originally, can they substitute for something else?
- 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.
Can I get cash back for the balance left on my card?
- Gift cards cannot be redeemed for cash. The balance may be used towards any spa service, product or carried over to your next visit.
Can my elmspa gift card be used towards gratuities?
- Gift cards cannot be redeemed for cash. The balance may be used towards any spa service, product or carried over to your next visit.
E-Gift Cards – Why is there a hold of 3 business days to redeem an e-gift card?
- E-gift cards are designed for immediate delivery. Our accounting department requires this time to verify payments.
E-Gift Cards – I ordered an e-gift card and emailed it to myself and I don’t see it in my inbox. Why?
- Check your spam filter. If it’s not there, please call us at 416-964-4500 or email info@elmspa.ca and we will re-send it.
Do you accept WaySpa Gift Cards?
Yes, we do! WaySpa gift cards are valid at elmspa and Elmwood Spa 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/.
