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Frequently Asked Questions

  • Scheduling an Appointment
    Scheduling an Appointment
    To schedule an appointment, please speak with our Spa Specialists, who will be pleased to assist you with your selection. Hotel guests can dial the hotel operator and request Spa by JW. From outside the hotel, please call 778-370-8700 or email at
  • Arrival Time
    Arrival Time
    We recommend arriving 30 minutes prior to your scheduled treatment. Arriving on time or late will limit the time of your treatment, thus decreasing its effectiveness and your enjoyment. Your service will end on time, so the next guest is not delayed. The full value of your treatment will be charged.
  • Cancellation Policy & Payment
    Cancellation Policy & Payment
    A 100% cancellation fee will be incurred for any treatment cancelled less than 24hours prior to appointment. Any appointments rescheduled within the 24-hourwindow will incur a rescheduling fee of $60. Cancellations of large groups require a 1-week notice. Credit cards or your room number are required to hold spa reservations
    Hotel guests may charge spa services to their room. To protect the privacy and security of our guests, we cannot charge a card on file without physically swiping the card and obtaining a signature at the conclusion of your spa experience.
  • Service Charge
    Service Charge
    In an effort to make your spa experience as seamless as possible, an 18-percent service charge will be added to your services. This includes service charge distributed to the staff who served you during your visit.
  • Spa Guidelines
    Spa Guidelines
    To enjoy your spa experience to the fullest potential, please familiarize yourself with the following:
    • Allergies or medical conditions, including pregnancy. For massage, expecting mothers may enjoy RMT Maternity Massage only.
    • The minimum age of 18 is required to receive massages, body treatments, and facials. Nail services are available for guests under 18. The minimum age of 18 is required to access locker room facilities.
    • Inappropriate conduct will not be tolerated.
    • To protect the privacy of our guests, tours of the facilities are not available.
    • If you have a gender preference for your service, please let us know in advance.
    • We kindly ask that you enjoy quiet conversation and refrain from using cellphones and other electronic devices while in the spa. To ensure complete privacy for you and other guests, camera and video usage in the locker rooms is strictly prohibited.
    • We cannot be responsible for any personal items and/or valuables brought into the spa or left in your locker. Please leave valuables at home or in your room safe. 
    • We prohibit bringing any food or alcohol into the spa. Please inquire with our Spa Specialists regarding food & beverage menu options available. For the safety of our guests, we do not permit any glass containers or food near the Hydrotherapy Tub. Food may only be consumed outside on our Aqua Lounge. 
  • Pregnancy
    Please allow our Spa team to recommend suitable treatments for you during this special time. For massage, expecting mothers may enjoy RMT Maternity Massage only. 


  • Sunday - Thursday: 10AM - 6PM
  • Fri - Sat: 9AM - 9PM

Aqua Lounge

  • 7 Days a week, 7AM - 9PM

Hydrotherapy Tub

  • 7 Days a week, 9AM - 9PM

Fitness Centre

  • 7 Days a week, 24 Hours