Guerlain Spa at Hotel X Toronto

Ok so unfortunately this poor rating is due to management not the service staff themselves. We had booked for a friend coming from Winnipeg and WestJet cancelled his flight while at the airport due to their upcoming strike. While I understand business cannot successfully operate with last minute cancellations, however flights, deaths, injuries and other already terrible circumstances that customers can do nothing about there should always be come sort of compensation for both parties. Not only did Guerlain spa refuse to cancel, refund or credit the service. They made me pay the full almost $600 for a service that was never given AND INCLUDED a 18% gratuity to the bill that I wasnt aware of and had even mentioned sorry but maybe you can talk to management about getting the gratuity from the $500 service that they didnt have to do she didnt say a word and I paid for both. Hotel X at least credited his stay for another date. Ill be back to the hotel but never the spa. If you want a high end spa with the BEST and way better prices Sparkling Hills in Kelowna is your spot
May 24th, 2023

I had to cancel today because WestJet cancelled my flight, I was fully charged for something that was out of my control and they sent me a thank you for my service email and I was charged a gratuity for a service that I never received. Such a joke.
May 17th, 2023

The spa severely lack amenities. No hot tub, sauna, or pool. No access to beverages or snack food. I had to order a bowl of trailmix. No where to sit upright and enjoy a beverage. Compared to other luxury hotel spas in the city, I feel let down for the price I paid. One steam room that only has a high setting. Basic showers. Not to mention the description of the facial I booked did not match what I received. I booked a microdermabrasion facial and when I arrived the technician told me it's a face scrub. Paying $325.00 for a face scrub is absurd and I was deeply disappointed. The only positive was the kindness and professionalism of the staff there. Management should not include descriptions of facials and then tell me that what I booked costs extra. Will never return.
May 3rd, 2023

May 2nd, 2023

Truly an oasis in the city. The whole experience is thought out to relax the senses, the spa is very detail oriented . I had the pleasure of having Shana as my RMT today, and left feeling so at peace, what a delight! The whole team is very attentive, thank you all for the wonderful afternoon.
May 2nd, 2023