Spa Le Finlandais — Local services in Rosemère

I’m not one to leave bad reviews, but when I do, it’s only in the hope of helping others.

My boyfriend and I booked a Valentine’s spa day, but unfortunately, we couldn’t make it. We rescheduled for three weeks later - the only time he was available due to his work schedule (a relevant detail).

Today, the day of our reservation, we carefully planned our morning and booked two massages at different times but both in the morning. We arrived 45 minutes early, only to be told by the receptionist that our reservation didn’t exist - despite having two official confirmation emails. She genuinely tried to help by speaking to the manager twice, but the outcome remained the same.

We explained that we had driven 40 minutes one way, planned our entire morning around this spa visit, and wouldn’t be able to attend a later session. Since my boyfriend’s schedule is tight, rescheduling would mean another three-week delay. Despite this, the manager refused to offer any form of compensation - not even allowing us access to the baths. Instead, we were told we would have to pay around $60 per person, which, unlike a massage, wouldn’t be covered by insurance. Their only “gesture” was offering us free towel rentals worth $10 each - a completely inadequate response considering the issue was entirely on their end.

Before leaving, my boyfriend confirmed with the receptionist that he wouldn’t be charged for the massages, as their system had a 24-hour cancellation policy. She reassured him that, since our reservation supposedly didn’t exist, there was no way he would be charged.

A few hours later, however, he received an email receipt showing he was charged for one of the massages. I assume another charge will follow soon, as his appointment was scheduled a bit later than mine.

What’s most frustrating is the complete lack of accountability from customer service. They refused to acknowledge their mistake or offer any reasonable accommodation, despite us explaining how difficult it is for us to find time off and how much we were looking forward to this experience.

To make matters worse, we had even called last week to confirm that a particular sauna was open-since, during my birthday visit the week prior, it was closed. The receptionist even listened to our call history but dismissed it, saying that since the reservation wasn’t made over the phone, there was no way to “prove” it… completely ignoring the fact that we had clear proof in front of her.

Overall, I’m extremely disappointed in their handling of this situation. As loyal customers who have visited multiple times, we expected better. This was one of my favorite spas, but after this experience, I would strongly caution others: don’t just book online - call and triple-check, because apparently, their system is unreliable. And even if you take time off and make the trip, there’s no guarantee they won’t just turn you away at the door without remorse.

Thank you for a very frustrating spa visit on our day off! We will follow-up for the reimbursement for the massages we never got.

UPDATE: My boyfriend just got off the phone with the customer service call center. They essentially told him that they need to reach out to the spa location to confirm our version of the story, but since they were unable to do so, they might have to postpone the follow-up until Monday, as the administration of the spa is closed on weekends. If they are unable to verify our story, there is a high chance that we will be charged for both massages - and no reimbursement.

On top of the frustration and the time we wasted driving all the way to the spa, we are now left in limbo.

So, the best-case scenario is that someone answers the phone today, or that the same team is working on Monday. Otherwise, we’re looking at being scammed out of nearly $400 by a spa.

I have to say, this is a first. I’m genuinely in shock at how poorly this has been handled by such a large establishment. There is no way I’m paying almost $400 for a service I...

The people are rude especially Cloe who was passive aggressive and talking badly about the friend I came with.

I cannot verify but it sounded like the same person (cloe) on the phone when we were trying to get our experience paid for. When paying for the spa, the person on the phone was also passive aggressive, and made my friend use many different cards all which were active and working and kept saying they won't work, then proceeded to report one of the cards and it got locked by the credit card company, which told my friend that it was spa finlandais that reported it.

First off- the worst thing was likely the environment itself. From the lack of any interesting activities to the sauna rooms/steam rooms that are so hot that not one of the 3 people with me could even go in for more than 30 seconds.

The cold pools are so cold i couldn't even dip my toes in. Unlike Nordik which has various different types of cold pools, some neutral some slightly cold and some colder.

Finlandias cold pools are absolutely intolerable, you'll find nobody in them most times.

Their Decorations are cheap, from projections of fish to plastic disco balls in a meditation room.

If you're looking for a variety of relaxing things to do, go to nordik, finlandais doesn't come close to that description. You'll pay a ton of money and end up only going in the hot tubs for a majority of your time.

It was so bad we highly considered leaving at 2 hours because we were so bored.

The only interesting hot tub is the one with the bubble chairs -which they have a 15 minute timer for each person on.

During our experience we were constantly bothered for one thing to the next.

The worst thing was the employees walking around with sign and actually asking every single person if they want to pay more money for discounted massages. It screams money gauging.

Anouther bothersome thing is My friends and I were talking in rooms where no one else was present or bothered and the same employee kept coming over to us saying there's a no talking rule.

What's the point of reminding us of that rule in an empty room? I don't see an issue with talking amongst ourselves.

I assumed that this establishment actually wants us to enjoy ourselves? It doesn't seem so.

Also, We were also taking pictures in areas where no one else was around, and like the phone police, one after the other came over to tell us no.

We paid a lot for this experience, is it not fair we get to take some memories home?

Who is it bothering?

These rules make no sense if no one else is in the room.

At the end our our experience, my friend lost her bracelet and cloe was extremely passive aggressive about helping her into her locker.

We don't know what promoted this, we do not know this person, we never had a negative encounter with them, so fir cloe to continue being so rude and passive aggressive, from eye rolls to talking badly about my friend to other employees, made no sense and only felt harsh and mean.

This experience was a huge disappointment and let my friend down for her birthday.

She literally cried.

Anyways, thank you, I will...

I visited Spa Le Finlandais today with my partner, and I left feeling deeply disappointed, frustrated, and honestly a bit ripped off. This was my first time, and it will without a doubt be my last. For a place that positions itself as a premium wellness destination, the experience was shockingly underwhelming and far below even basic expectations.

Let’s start with parking. We arrived before 10 a.m., thinking we were early enough to avoid any hassle, but there were only a handful of parking spots on-site. All were already taken. We were forced to park nearly a 10-minute walk away, which would be mildly annoying at a shopping mall but is absolutely ridiculous for a spa that claims to offer relaxation. Not how you wants to begin a supposedly peaceful spa day.

At reception, things went from inconvenient to outright cold. The hostess didn’t even look us in the eye. No greeting, no warmth, no directions, and certainly no welcome. Her tone was mechanical, as though she was reading off a script she didn’t care about. “Do you have a booking?” That was it. When we responded that we did, she simply asked if we needed towels and how we wanted to pay. She handed us our bracelets and that was the end of the interaction. No explanation about the facilities, no recommendations, no orientation. I’ve had more pleasant and helpful interactions renewing my driver’s license.

I was genuinely shocked to find out that towels and bathrobes are not included in the price. For a spa, this felt cheap and unprofessional. These are not optional luxuries; they are basic necessities at any self-respecting spa. Charging extra for them felt like nickel-and-diming guests in a place that already commands premium pricing.

We made our way to the outdoor area, hoping to salvage the experience with some fresh air and a snack. Unfortunately, the bar outside was closed. When I politely asked a staff member if it would open later in the day, he barely acknowledged me and simply said “No” before walking away. No further explanation, no alternative suggestion, just pure indifference.

Now let’s talk about the actual spa facilities, which were in poor condition and frankly unhygienic. The baths had floating cups and a couple of them even masses of dead leafs and I spotted more than a few dead flies. Some pools had rusted bits on bars and else, which was just disturbing. The whole place felt neglected and poorly maintained, which is not only off-putting but unacceptable for a place that markets itself as a relaxation retreat.

There was little ambiance, no sense of care, and certainly no attention to the customer experience. It felt more like a neglected public pool than a luxury spa. For the price they charge, you would expect at least the basics: cleanliness, hospitality, and a serene atmosphere. Sadly, none of those were delivered.

To sum it up, Spa Le Finlandais failed on all fronts. Poor service, lack of amenities, dirty facilities, and an overall sense of indifference from the staff. I will not be returning, and I absolutely do not recommend it to anyone looking for a relaxing or high-quality...