Amerispa Hilton Lac-Leamy — Local services in Gatineau

I've been to this spa a few times and sadly have watched it deteriorate and this last experience was the icing on the cake. It was a night at the casino and thought we'd combine it with a great spa experience . I arranged for a leg and foot massage (I'm a runner so thought this would be amazing). The robes were like starchy cardboard...rough on the skin...it's a spa this isn't normal. Walked into the waiting room and they had an empty lemon water jug with glasses (how hard is it to fill free water?) btw at the end of the night it was still empty. A handful of hard cookies at the bottom of a jar. The staff was coming in and out grabbing cookies and tea (which I do find a bit odd they don't have their own areas?) and still none of them filled up the water. My massage therapist proceeded to give me the most oddest massage ever (I get massages monthly fyi). I asked her if she was going to apply pressure 2 times and she said yes. It never happened. It was literally me laying on my back and having someone caress my legs and feet. Remember...this is a $120 service....I didn't think I was paying to have someone rub lotion on me softly. When done I was at the reception the manager of reception was there and she said "before" I got beyond saying it was "odd" that they made a mistake and the massage therapist was "not qualified" for that massage and was accidentally booked into that service. She said to pay for it and she would reimburse me the following week when the spa manager (not reception) approved it. That was my mistake. They took my money, I trusted her. When I followed up, they said they would NOT give me my money back but rather give me a free service. I live 1 hr away and it's a tourist destination in a different province, totally illogical. They recanted what they told me and went as far as to lie and say they should never have said that to me. When I got more upset they said the manager of the spa would call me back. I told her to just refund me why bother calling me back?. They haven't called back and they never refunded me. It's a bad sign when a spa knows they did something wrong and goes to such an extent to lie about it later, what else do they lie about? I will...

Edited to add - one of us got an infection on our face... Unfortunately we (3) did NOT like our experience at all! This place is over priced for the service we get. One of the estheticians was very opinionated. After being told by 2 of us to NOT put anything wet on our lashes , she proceeded to complain about how she didn't like fake lashes, didn't like working with them and thought it was a waste of money. One of us had a lash lift the day prior and was informed not to put anything wet on our eyes. She did not listen and did not care ( you could tell by her attitude) and proceeded to put wet cotton pads on the eyelids. She never asked us if we had sensitive skin or were allergic to anything. She just proceeded and put what ever products trying to upsell other products ( which is her job I understand ) but was VERY persistent. She was very rough and over all the facial was not pleasant. During our pedicure the same esthetician that did our facial was trying to "hustle" us. Me and my friend were talking about what to eat afterwards and she was saying their quesadillas are only 20$ much cheaper than the room service. Guaranteed and much better. ( her words ) we told her we were fine and she kept insisting.. once we got to our room we were looking at the menu for room service. The quesadilla was 13$.

One of us was completely forgotten in the hallway for about 40 minutes ( while drying off our pedicure). She had to get up and go ask the receptionist if she was okay to leave. My husband called to plan us a spa day and wanted packages. When he spoke to the receptionist she said she didn't have enough room for 6 services and told us to call another place across the street. They were fully booked so she fit us in for 2 services each. He wasn't sure if we wanted a pedicure or manicure so she kept his card on file and was going to charge it after the services were done. They spoke for a while and he was told that because they weren't able to accommodate him for the packages she said she would take care of it and come up with a discounted price She did not in the end. He was charged full price.

Overall very unsatisfied and will not be returning . Also I will not be recommending this...

I think it’s time to bring my frustration on this platform. Well, a week ago I went to Amerispa in Gatineau for a facial. Not bad but I am aware what spa means when you use Valmont products. Anyway, I am not rating that service . As I mentioned -acceptable for this part of the wold. On that day I booked a pedicure service. During the week they sent me an email to confirm it, which I did. I organized my day in a such way that at 1:45 pm I should have been enjoying my pedicure and feet massage. At 9 o’clock in the morning I received a call. I missed the call, so I called back to hear that my appointment was canceled- no availability. I started to ask questions and say that I was not to accept it. What do you think? Bingo! They just hang up. I called back. They did not answer. Or if they answer, they hear my voice and… hung up. Wonderful service. To make it short, this is not lack of communication, this a service provided by bandits. In my opinion, this service is not acceptable. They have no idea about customer service, excellent service and luxury products. I left 600 CAD on my last appointment to a team who has no idea what they do, where they work and what are their responsibilities . I noticed at my first appointment that the girls at the reception were hmmm.. how to say it… not professional at all, but, I told myself, all good. No other choice at the moment. Amerispa, be classy! At this moment, although, you are using luxury products, you are far away of offering a classy service. I do not think Valmont products should be in the hands of amateurs. Really. I am still waiting for a detailed explanation regarding my cancellation. I still want to be paid for canceling my appointment. And, get read of those girls at the reception… or send them to Switzerland to Valmont office, maybe they will learn something if they still have a bit of grey matter… For those who think using their service, ladies and gentlemen do not waste your time and money. Trust me, I saw a lot of spa in my life, but I have never seen a such …. service. Shame on you,...