The Spa at The St. Regis — Hotel in Toronto

I am unsure what has happened to this place as my first experience what really good.

After explaining to the massage therapist where my problem areas were and receiving acknowledgment of what was stated; the massage therapist completely ignored the area that I needed to get worked on. They did a lot to my feet... which was not really needed. When I mean a lot, they massaged it at the beginning and at the end. When I went into the relaxation lounge, I sat there and was given water, not champaign. I was with my partner and we discussed how terrible both our experiences were and how our problem areas were not addressed. We were then told by staff that they were closing in 20 minutes, so we decided to leave. As my partner was on the toilet and I was disrobing, a staff member came in to give us our champaign. Now I do not know about anyone else, but I found this to be very unprofessional. He insisted that we take it because it was part of the package and I declined it because it is very inappropriate to come in the room without knocking and at that point I hit my limits of patience. We then complained about the entire ordeal and was offered only 10% off, however the staff gave us the Spa Director, Olga, contact information. To which we settled on reimbursement.

We ended up canceling our stay at St. Regis and heading back to W Hotel. We recently stayed at the W and the staff asked why we were back and we told them the whole experience, to which a staff member said her experience was terrible too.

I am not sure what happened but it surely has...

Totally worth the splurge! I have been here twice. The first time was during full lockdown when only RMT service was offered and changerooms etc. were closed. It was nice to return to see the rest of the facilities and it is gorgeous! Staff are exceptionally trained. I did a body treatment with the terracotta heated stone with scented oils and it was divine. The attention to details and cleanliness made me feel safe and pampered even during the pandemic.

Right now, you are also able to pre-book a time slot for private use of the steam room and lap pool, which I took advantage of. The steam room could have been hotter, but I suspect it was just a bit cool as I was the first appointment of the day and it may not have fully heated up. There is a sauna in the pool change room. There is also a jacuzzi next to the pool but it is currently closed. The spa lounge is so relaxing with a large selection of Sloane teas and small, individually wrapped snacks (I tried the dark chocolate and the peanut butter energy balls). There are no magazines or anything (probably because of COVID), so maybe bring your own reading material if you want to hang out there before/after your treatment.

The change room is full stocked with dyson hair dryers, body lotion, hand sanitizer, razors, mouth wash, spray deodorant, combs and other essentials in case you forgot your own. They provide you with a locker, slippers, and robe.

Highly recommend this spa - one of the best in the city out of the ones...

A staff member had double booked us and we were unable to do my husband's birthday celebration. I had called to see how ahead of time we should come in only to be told they cannot take our appointment. We were offered to be given one massage as the other individual goes to the hot tub instead of our couple's massage... The supervisor that day offered us a complimentary couple's massage another day. The director then called us a following day only offering 25% off services. Saying that it was our fault we didn't double check the appointment. The level of service was extremely poor. I usually go to the Four Seasons and their level of care is much better than this. It's unfortunate this has the St. Regis name on it. The director insisted it was booked for a "Christmas Treat" not my husbands birthday, as a way to say I'm lying. Funny enough we don't even celebrate Christmas... They just couldn't own up to messing up the celebration, and admit their staff made a mistake in booking and do right by us. It was ridiculous... I'm in utter shock. The director finally agreed to give us the couple's massage complimentary and gave us a deadline to use it by although again, the manager had told me It will be written on my account and I can use it whenever. Now I'm just stressed about coming in at some point for this massage and getting...