NEW – COVID19 Safety Protocols *Updated November 23, 2020*
The Waters is able to provide select treatments to our guests as of November 23,2020. You will notice that our policies and procedures have changed for our guests to meet and exceed the safety requirements outlined by the Ministry of Health.
Are there any new Safety Protocols that I should know about?
As of Monday, November 23, 2020, Waterloo Region has been placed into the Red “Control” colour zone for COVID19 Restrictions. The Red zone restrictions are as follows:
- all services that require removal of face masks (facials, lip/chin waxing, body treatments, soaks) are prohibited
- showers / changerooms are to be closed
- beverage / food service unavailable
- all guests must complete a pre-screening questionnaire over the telephone, as well as a screening questionnaire upon entry into the spa
Upon reopening the spa in June, we have required all guests of The Waters to complete a Pre-Screening Questionnaire & Screening upon arrival. If a guest is scheduling an appointment more than 3 days after their initial booking, a Guest Service Coordinator will call and complete the Pre-Screening Questionnaire over the telephone during the appointment confirmation call.
Masks are required in-spa for all guests at all times, including treatment time.
We ask that all guests arrive alone so as to minimize the traffic within the spa. Guests will be asked to arrive 10-15 minutes prior to their appointment start time to complete our Sanitization Process and update health history forms. We ask that guests wear their own masks; if you do not have a mask, we will provide one for you.
CHANGEROOMS / ROBE SERVICE: Are Changerooms open?
NO. As of November 16, 2020, changerooms & shower facilities are to be closed.
ESTHETICS: Are Facials allowed?
NO. As of November 16, 2020, facials are not permitted. We are still proud to offer Relaxation Massage, Manicures, Pedicures, and most Waxing (not lip/chin).
RMT MASSAGE: Are RMT Massages allowed?
YES! We are currently offering 60 minute therapeutic massage and select specialty massage for RMT guests at this time. Please note that specialty massage availability is subject to change, as therapists may decide to add or withdraw select services to their offered treatments. As the CMTO (Certified Massage Therapists of Ontario) stipulates, RMT treatments during the pandemic are for urgent care. Masks are required throughout the duration of your RMT massage.
- As per regulations from Public Health Waterloo, guests who are part of the same social circle or “bubble” are permitted to enjoy side by side treatments in the same room.
We thank you for your patience and understanding as we navigate these new changes. We hope to ease our restrictions as soon as possible, and we will inform our guests via Social Media / Website Updates as soon as we are able to reopen sections of the spa.
- Valued Guests: with the current COVID-19 safety measures, The Waters has added additional sanitization time and PPE use for manicure & pedicure treatments. With these measures in place, the price for manicures & pedicures has increased by $2. We thank you for your understanding, and appreciate your business.
Reservations and Cancellations
PLEASE NOTE: with the COVID19 Pandemic, if you are feeling unwell or exhibiting any symptoms of COVID19, we ask that you do not come to your appointment, and reschedule your appointment only after you are feeling well or have received a negative COVID test. No charges will apply for cancellations related to COVID19.
We hope you do not need to cancel, but if you must, we would appreciate notice as follows. Our Cancellation policy is 48 hours prior to treatment for individuals and 1 week for parties of 4 or more. At the time of booking, we will require a Credit Card number to hold your reservation. Should you need to cancel your appointments before the cancellation policy deadline, no payment will be required.
Should you book within the 48 hour Cancellation policy, we will still require a credit card to hold your appointment to ensure that our staff are protected for a “no show” appointment. (see below)
For all bookings, we are only able to reserve appointments 4 months in advance. If you have a large group booking of 6 or more and require more than 4 months advanced booking, please contact our Spa Director, Carly, at 519-888-7727.
If you cancel within 48 hours, a 25% charge will be redeemed. Should you cancel within 24 hours, a 50% charge will be redeemed.
A “no show” for an appointment will result in a non-refundable payment for the entire treatment.
For parties of 4 or more:
If you cancel within 1 week of your appointment, a 25% charge will be redeemed for each member of the group. Should you cancel within 48 hours, a 50% charge will be redeemed for each member of the group.
A “no show” for a group appointment will result in a non-refundable payment for the entire group’s treatments.
In fairness to all of our guests, there will be no exceptions to this policy.
As the only spa in Kitchener-Waterloo to offer both Men’s and Women’s private change rooms, you will be able to begin and end your robed treatments in a zen-like oasis. Showers available in both change rooms, and an infrared sauna is available in the Women’s change room.
Appreciated by our dedicated team, gratuities are payable by cash or by “cash back” using your debit card. It is customary to leave 15 to 20% of the service value.
Robes & Footbaths
We have a robed policy for facials, massage and body treatments. Your experience will begin in the change room where you will don a plush robe. Next you’ll enjoy a complimentary ritual footbath, washing away the worries of the day and enabling the relaxation to begin even before your treatment ~ our gift to you.
Late Arrivals and Ultimate Relaxation
We suggest you arrive in plenty of time to change or choose a nail colour prior to your treatment. Please understand that your treatment will end on time so the next guest will not be inconvenienced. To enjoy ultimate relaxation, we ask that you do not use your Cell Phone while in the spa so as not to disturb guests around you.
Product and Service Purchases
Please note that prices on our website, in-store, and within our spa brochure do not include taxes. The Harmonized Sales Tax (HST-13%) will be added to the total of a guest’s services and products upon completion of their time at The Waters.
As of November 1, 2019, we will be increasing the prices on Esthetic services at The Waters. We appreciate your patronage.
Gift Certificates may be purchased for a dollar amount in any five dollar increment. Gift Certificates are worth the dollar value that was placed on them at the time of purchase; should you wish to suggest a spa service instead of stating the dollar value, please note that this is a recommendation only. Should your guest choose a different spa service, there may be a price adjustment accordingly, or should your guest redeem their gift card after a price increase, there may be a small amount owed by the guest for the suggested service. Price increases occur once per year.
All Gift Certificates issued from The Waters Spa will contain a Gift Certificate number or Barcode that will be redeemed once used by a guest. Gift Certificates are strictly non-refundable, but may be used toward any service or product in the spa. The Waters is not responsible for lost or stolen Gift Certificates.
Older Gift Certificates that indicate a service have been converted to a dollar amount as of July 1, 2010.
*Please note that we DO NOT accept WaySpa Gift Certificates
Please understand that for sanitation reasons we are unable to offer returns on skin care, nail care or make-up products. We are unable to offer cash refunds on Gift Certificates, nor are Gift Certificates (or a portion thereof) eligible for use as a gratuity.