The Spa At The Hazelton

Amazing experience!!! I had a body wrap and 90 min massage and it was just blissful!!! Welcoming staff, excellent service and superb products. Will surely be back.
7 years ago (08-02-2018)

We had a great experience. All of the staff were so sweet! Excellent massage and excellent facial.
7 years ago (03-03-2018)

So I went for a massage here for first time, the RMT was friendly and the massage was okay. My only complaint is my prescription sunglasses were stolen. I left them in the washroom while changing into the robe and forgot them on the way out for the massage.
8 years ago (21-10-2017)

Very clean and friendly spa. They had wonderful customer service and I got free samples of spa products. The eucalyptus steam room in the change room was amazing. I got a back facial as I was planning on wearing a backless dress to a wedding. I'm very happy with the result!
8 years ago (25-07-2017)

I would give this spa 0 stars if I could. We had booked an appointment for 3 people to celebrate a 30th birthday at 11am today (Feb 12 2017) and were stuck in a horrible snowstorm. We called during the drive to give a heads up that we were possibly running late given the heavy slush and snow on the road (we called at 10am... and had left Mississauga at 9:30). We realized there was no way we were going to make it on time. The receptionist advised that they would work with whatever time they had as long as we arrived within our time slot (11am-12pm). It was then 11:30 am and we were stuck on the Gardiner behind an accident and drivers going 40km an hour. We were nowhere close to the spa and didn't know what to do. We called asking what our options were as it didn't look like we would be able to make it on time. We asked if we could either be pushed back later or come on another date. We didn't ask for a refund or anything like that. The manager Victoria had no sympathy for us and said that the policy was if we don't cancel within 24 hours we will be charged the full price. I told her we were not trying to cancel we were just late and had left home 1.5 hours before our appointment. I was only asking for our appointments to be moved! I told her the roads were horrendous and we were trying our best to get there on time but it was completely out of our hands. I asked if there was anything she can do given the situation we were in. She said "yeah we had a few people trying to cancel today but I told them the same thing" and repeated "sorry our cancellation policy is 24 hours or full charge". Victoria offered us each $50 gift cards to use for the future but that was it. So we lost the $140 each and on top of that she wanted us to come back for another treatment where we would have to pay again and get $50 off.... It's unfortunate that such a highly established spa would not be more understanding or willing to work with us knowing what a horrible situation we were in. On top of that I was never provided with anything advising me of this cancellation policy. Victoria also stated that she couldn't do anything further because "our technicians expect to be paid 100% of the amount because they are there on time for their appointments". It just made us all really upset as potential clients. We were looking forward to the spa. It's sad because things can happen anytime, emergencies can happen!! Especially on a day like today with the snow conditions and completely brutal roads. There was absolutely no sympathy, no understanding, no care given at all for our situation. Just the same thing repeated again and again "sorry you didn't cancel within 24 hours and that's our policy". After over 2 hours of driving in horrible weather conditions we arrived at approx 11:54am but were too late!!!! We rejected the $50 credit because honestly with their customer service I will never be coming back to this place again. TIP- only book here if your 100% confident you won't have to deal with any emergencies/hazardous weather conditions day of because if you do Hazelton spa says TOO BAD!!! Thanks Hazelton for ruining our already crappy commute and my friends birthday! I will not be recommending this spa to anyone!!! I also plan on disputing this ridiculous charge. UPDATE: I received a call from the manager shortly after I disputed the charge through my credit card company and put up my reviews. She completely went 180 and apologized for what happened. Not only did she 100% refund me, but she also offered free massages for me and my girls on our next visit. I rejected the free massages and never intend to go back there again. it is unfortunate that only once I made a complaint publicly the manager called to offer the refund. If I had never disputed the charge or wrote anything on the Internet I am 100% sure they wouldn't have done anything. They could have avoided the situation completely by resolving it right away. But they chose not to... I hope my review has influenced others not to go there ! Plenty of other (better) spas in Toronto!
8 years ago (30-04-2017)