FAQ

Our response to COVID-19

Do I have to wear a mask during my visit?

Starting Saturday, July 18, guests are required to wear their masks when arriving at the reception and should wear it throughout the experience except when in the shower, baths and saunas, resting in our relaxation areas or sitting comfortably in our bistro.

  • We therefore ask that you arrive at the spa wearing your mask.
  • The mask is mandatory when guests are at the reception, in the locker rooms, in the waiting rooms and during your massage.
  • Please respect the physical distancing and signage indicating the maximum capacity for each installation.
  • No electronic devices are allowed on site and we ask that you enjoy your experience by respecting our silence policy.
  • To ensure the quality of the experience and the safety of other guests and employees, there will be zero tolerance for non-compliance with these policies, thank you.

Guests can purchase a single-use mask for $2 at the reception for massages.

Which services are be available as of June 28th, 2020?

The spa has gradually reopened since June 1st starting with massage therapy services only.

As of Sunday, June 28, the hydrotherapy circuit is now accessible to offer you a complete and safe experience in a peaceful environment in the heart of the beautiful Laurentian forest.

Please note our maximum capacity has been reduced to respect the physical distancing between our guests. Access for the baths experience is on a first-come, first-served basis. No reservation required.

How did you establish the new hygienic measures?

Scandinave Spa Group is following the recommendations of the INSPQ, Health Canada, the CNESST and the various massage therapy associations of Quebec.

What should I do with my gift card?

Great news! Our gift cards have no expiry date and the monetary value is redeemable at any time.

What will happen to my membership?

The membership period will be extended for a period equivalent to the duration of the spa closure. Please call us for more information at 819 425-9595.
Please note that it is not permitted to bring a bathrobe from home or from the hotel until further notice.

Which preventive measures apply specifically to massage therapy?

  • The spa will be open on a reduced schedule temporarily to allow for sanitation of the facilities between clients, as well as to limit interactions between guests.
  • Guests must take a shower before and after their massage.
  • The duo massage and facial massages are unavailable until further notice.
  • The health and hygiene of massage therapists are monitored daily.
  • A COVID-19 questionnaire has been added to the client’s screening process. Guests are asked to complete and sign it before their massage.
  • Massage therapists shall wear a single-use mask, a pair of safety glasses and change their shirt between massages.
  • It is mandatory for guests to wear a mask for the duration of the massage. Guests can bring their own mask or purchase a single-use one for $2 at the reception.
  • Hand hygiene is crucial, and massage therapists must wash their hands in the guest’s presence when entering and leaving a massage room.
  • At the end of each massage, the rooms are completely sanitized in accordance with a strict protocol based on INSPQ recommendations.

What is the reduced massage schedule?

The massage schedule has been reduced temporarily to allow for sanitation between each massage and to limit interactions between guests. Here are the new hours: 9-10 AM, 10:30-11:30 AM, 12-1:00 PM, 1:30-2:30 PM, 3:30-4:30 PM, 5:00-6:00 PM, 6:30-7:30 PM, 8-9:00 PM.

We are open every day from 10 a.m. to 9 p.m. with massages starting at 9 a.m.

What is your massage cancellation policy?

Cancellations or modifications made within 48 hours of a massage reservation will be subject to a $60 cancellation fee per 60 min. massage and $85 per 120 min. massage.

However, if you have any Covid-19 symptoms (fever, cough or shortness of breath) or if you are required to self-isolate, we kindly ask you to not visit the spa and contact our reservation team to cancel your appointment. Due to this particular context, Scandinave Spa will be more accommodating and will proceed to case-by-case assessment.

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Are all massage techniques available upon reopening?

Yes, all massage techniques are available: Swedish relaxation, therapeutic, deep tissue and prenatal massage. All sessions are either 60 or 120 minutes, subject to availability. However our duo formula is unavailable until further notice.

How do I book an appointment?

You can book your next appointment online now or reserve by phone at 1-888-537-2263.

What hygiene measures and sanitary guidelines has the spa implemented?

Our cleaning and disinfection protocol have always exceeded the requirements of health authorities. During daily operations and over-night, in-depth cleaning of our indoor and outdoor installations is completed.

In addition to regular cleaning, new disinfection procedures have been added to increase the sanitization of frequently touched areas such as lockers, door handles, tablets, and handrails.

Water is disinfected with chlorine, a disinfectant known to kill viruses and bacteria. Water quality control tests are performed twice as frequently as required by health authorities, to ensure that the water is optimal and that its parameters are appropriately adjusted. In addition, an independent company conducts water tests every two weeks.

How are you ensuring the health of guests and staff members?

We regularly monitor our employee’s health and support employees to stay home if they are sick.

Guests will be asked screening questions prior to entering the lobby and will be provided with hand sanitizer at that time. Guests will be required to take a shower before and after their massage and before entering the baths. Physical distancing protocols have been implemented including floor markings, directional markers and maximum capacities for installations.

All employees working within a radius of less than two metres from a colleague or guest must also wear a mask. Massage therapists must wear safety glasses and a face mask during the massage.

What enhanced hygiene protocols are in place?

  • Hand sanitizing stations have been added in the most strategic places throughout the site.
  • Before going to the baths or to their massages, our guests must take a cleansing shower with soap. Showering is also mandatory after a massage, prior to entering the baths.
  • Two large towels are given to each guest to allow guests to sit on a towel when using installations such as relaxation areas.
  • It is not permitted to bring a robe from home or the hotel until further notice. The robe rental is offered with your massage package or available for rental at $10 for the baths experience.
  • The indoor facilities have been reorganized to minimize traffic by respecting the two-metre distance between guests.
  • All magazines and other frequently handled objects, such as pillows and blankets, have been removed from the baths site.

How are you ensuring the health of guests and staff?

We regularly monitor our employee’s health and support employees to stay home if they are sick.

Guests will be asked screening questions prior to entering the lobby and will be provided with hand sanitizer at that time. Guests will be required to take a shower before and after their massage and before entering the baths. Physical distancing protocols have been implemented including floor markings, directional markers and maximum capacities for installations.

How will physical distancing be implemented?

The overall capacity has been reduced to respect a minimum distance of two meters per guest throughout the site. Certain areas have been rearranged to avoid having too many guests in one area. Our team will ensure that this temporary rule will be respected, and new signs will indicate the maximum capacity in each installation.

Will you deny service to sick people? 

Yes, access to the spa will be denied to any person who is symptomatic, has recently traveled or who has been in contact with a suspected, probable, or confirmed case of COVID-19. No exceptions will be made.

What payment methods do you accept?

It is possible to pay by debit card, credit card (Master Card, Visa, Amex), monetary gift card, or with a promotional gift card. If you pay with a gift idea that includes the baths, the remaining value equivalent to the access to the baths will be given to you in the form of a gift card. Gift cards purchased on Costco.ca are not accepted while Costco gift cards purchased in store are accepted. Please contact Costco if you would like a refund for gift cards purchased online.

Reservations and policies

What is the Conditions and Cancellation Policy?

  • Guests must be 18 years and over.
  • Bathing suit mandatory and sandals recommended.
  • Towel and lock provided.
  • Prices are per person, before taxes.
  • Prices are subject to change without notice.
  • We do not take reservations for bath access.
  • Reservation is required for massage + baths packages.
  • When reserving a massage, a credit card number is required to guarantee your reservation.
  • We accept the following forms of payment: Visa, MasterCard or American Express, cash or debit card.
  • Cancellations made within 48 hours of a massage reservation will be subject to a $60 cancellation fee for a 60min massage and a $85 cancellation fee for a 120min massage. And, modifications to your massage appointment time cannot be made within 48 hours of the scheduled appointment.
  • In order to maintain a relaxing environment and to preserve the quality of your experience, access to the Scandinavian Baths may be limited, which could result in a waiting period during high season or weekends.

Is the care provided reimbursable by my private group insurance?

All of our Registered Massage Therapists are accredited by a massage therapy association and can issue receipts for insurance purposes. Ask for a receipt when reserving.

What are your opening hours?

We are open every day of the week;  rain, shine or snow from 10 a.m. to 9 p.m. with massages starting at 9 a.m.

How far ahead should reservations be made?

Please note that we do not take advance reservations for the Baths. If you would like a massage package, we recommend reserving two weeks ahead for the best availability.

What should I bring?

Upon your arrival, we provide two towel per person and a padlock for your locker.  You should bring your bathing suit and flip flops are recommended on the site. You may choose to buy them in our boutique.

It is not permitted to bring a robe from home or the hotel until further notice. The robe rental is offered with your massage package or available for rental at $10 for the baths experience.

All massage guests will be required to bring their own personal mask or purchase one at the reception for $2.

Since your facilities are outdoors, what happens in rain or poor weather?

The Scandinavian Baths activity takes place year-round, rain, snow or shine. Our facilities have been designed so that you can enjoy your hydrotherapy experience regardless of the weather.  In case of a thunderstorm, the Baths may be closed.  No re-imbursement nor compensation will be offered should we need to close our installations due to adverse meteorological conditions.

Can I bring my dog?

Dogs are not allowed in our parking lot and on the site. We reserve the right to call the police if your pet is left in your car.

Good to Know

Are alcoholic drinks allowed?

No. We advise strongly against alcohol consumption during a hydrotherapy experience, which is why it is strictly forbidden outdoors on the site.

However, a glass of wine can complement a day of relaxation.  Our bistro therefore stocks a few different wines, to be consumed in moderation at the end of the day.

Management reserves the right to prohibit access to clients who appear to be under the influence of alcohol or other drugs.

Can we eat on site?

Re-fuel at our cozy ‘Bistro’. A choice of light meals and beverages including sandwiches, soups, quiches and salads, desserts, tea, coffee and wine.

It’s important to keep hydrated during your spa experience. Water bottles are available for purchase, and fountains are located at various locations around the Spa.

Please note that food cannot be brought into the spa and guests do not have in-and-out privileges.

Are children allowed on site?

Children under 18 years of age are not allowed, even at the reception or the bistro. The spa is reserved for adults of 18 years and over.

Are cellphones allowed on the site?

Cell phones and digital devices are prohibited on site at Scandinave Spa

Health Concerns and groups

I am pregnant. Can I have a massage anyway? Is it possible to use the Baths?

Some of our Registered Massage Therapists have been trained to give a massage that is suited to the conditions of pregnant women. This massage is available to women who are more than 13 weeks pregnant.  It is important to mention how many weeks pregnant you are when reserving.

The Scandinavian Baths are not recommended for pregnant women because sudden temperature changes can lead to complications. Please consult your doctor.

Can I receive care if I am under medication or suffering from certain health problems?

If you are taking medication or have particular health problems (such as cancer), therapeutic treatments are perhaps best avoided. A note from your doctor may be requested by your massage therapist. You must make your health condition known, in particular by providing accurate answers on the health sheet that we ask all clients to fill out before their massage.

The Scandinavian Baths may present risks for people suffering from angina, heart or respiratory problems, diabetes, hyper- or hypotension, especially when these conditions are viewed as serious and/or uncontrolled.

In case of doubt about your condition, ask for your doctor’s opinion.

Is the site accessible for people with reduced mobility?

Please note that our facility in the heart of nature is not suitable for people in wheelchairs. Due to the hilly Laurentian terrain, there are several stairs throughout the experience to access the installations, from the changing rooms to the baths and also to our massage room.

Is it necessary to fully undress to receive treatment?

Our therapist team works professionally, with the greatest respect for each individual. You may wish to know that a sheet covers you at all times to respect your privacy. Only the area being massaged is uncovered. It is more comfortable to receive a massage when no clothing is worn, but we respect the choice of our clients who prefer to keep clothes on.

Do you accept groups? Do you have special group rates?

Scandinave Spa offers advantageous rates on Baths Access for groups of 10 or more people. Also, up to 20 people may receive massages at the same reservation time.

For more information, contact our groups department at 1 888 537-2263 or [email protected].

Do you provide lodging packages?

Take advantage of a lodging and spa package in our magnificent region. Scandinave Spa is pleased to be associated with hotel partners in the region (chalets, B&Bs, inns, motels and hotels).

Immerse yourself completely

The Baths

The Massages