Frequently Asked Questions

Here are the answers to the most frequently asked questions

COVID-19: MOST FREQUENTLY ASKED QUESTIONS

In respecting the Government of Quebec’s curfew, our business hours are currently 10:00 a.m. to 7:30 p.m. 

Our massages are available from 10:30 a.m. to 6:15 p.m.  

Following the recent announcement made by the Government of Quebec, please note that until April 19, only our massage therapy services will be available at the spa. 

Nevertheless, you may reserve your spring and summer wellness getaway with the complete thermal experience starting April 19 and onward. 

Simply click here to make a reservation 

If you have booked the thermal experience or a body care treatment from April 12 to April 18, we will automatically cancel these services from your reservation. Do note, however, that massage reservation for this period will be upheld.  

You will receive a credit for the value of your cancelled services a few days before the original reservation date. You may apply this credit to any of the spa’s services at any time, with no expiration date. 

This credit will be sent to the email address provided when you made your reservation. 

Please note that the thermal experience (saunas, baths and rest areas) will be temporarily unavailable from April 12 to April 19.  

No, there are no time limits. You may enjoy your time at the spa from the time of your arrival to our closing time, which is currently 7:30 p.m.

It can’t be said enough – your health and the health of our employees is our number one priority. We’ve created a working group specifically dedicated to responding to COVID-19 and to implementing the recommendations of the public health authorities. We’re also collaborating with the industry at large to produce the highest safety standards worldwide.  

We’ve thoroughly examined each aspect of the spa experience – from the time you make your reservation to the time you leave the spa – and made the necessary adjustments to ensure your safety. We’re implementing a contactless experience as much as possible, significantly reducing capacity to ensure physical distancing, and screening our guests for symptoms on site. 

For more information, read our full list of preventative measures 

Yes, as you walk through our interior and exterior areas.

The Quebec Government requires that a mask or a full-face piece be worn in public spaces, and/or if the area does not permit physical distancing.

First of all, please bring your own mask and wear it when you arrive at the spa. Our receptionists will remind you that it is required to wear it when walking within the spa and on-site.

  • Wearing a mask is required for all guests during a massage/body care (except for face care).
  • It is also required to wear a mask when in movement.
  • In saunas, relaxation areas, gazebos or yurts, and in our food service areas, we ask that you wear the mask until you are seated on a bench or seat. These are arranged or identified in order to maintain recommended distancing. You will be permitted to remove your mask once you are comfortably seated. It will have to be replaced when leaving the area.

The mask or a full-face piece should be combined with other protective measures to maximize their protection. As such, hand-sanitizing stations are available to enable you to wash/disinfect your hands on a regular basis.

Reservations are required and can be made online or by phone (1 866 575-3700 from 9:00 am to 5:00 p.m.). We will no longer be allowing walk-ins in an effort to control the number of people on site at any given moment. To ensure a contactless experience, you will be required to pay in advance for your reservation at the moment of booking.  

When you make your reservation, you will be required to certify that neither yourself nor any member of your party:  

  • Are experiencing any of the COVID-19 symptoms (including, but not limited to, recent or exacerbated chronic cough, difficulty breathing, sudden loss of smell without nasal congestion and with or without loss of taste, muscle pain, intense fatigue, diarrhea) 
  • Have travelled outside the country in the last 14 days 
  • Are waiting for the results of a COVID-19 test 
  • Have been in contact with a confirmed case of COVID-19 in the past 14 days 

We ask that our guests work with us to maintain the safety and security both of our employees and of the other guests. If you are feeling ill or experience any symptoms (including, but not limited to, recent or exacerbated chronic cough, difficulty breathing, sudden loss of smell without nasal congestion and with or without loss of taste, muscle pain, intense fatigue, diarrhea) please reschedule your visit by contacting our customer service centre. We will be carefully screening each guest before they enter the spa, and we reserve the right to refuse entry to anyone exhibiting symptoms of any kind.  

Yes! Our gift certificates don’t expire, so if you weren’t able to use your certificate during our closure, you’ll be able to redeem it now. 

You may do so online or by phone (1 866 5753700 from 9:00 am to 5:00 p.m.). When making your reservation online, you must use your gift certificate at the time of booking. 

Do note that we require a credit card for every reservation no matter if a gift certificate is used. A valid credit card must be used to guarantee your reservation. Nordik Spa-Nature reserves the right to cancel any reservation made with an invalid credit card.

A pre-authorization of $150 per guest is held on the credit card the day of your visit to allow you to make purchases with your RFID bracelet. This amount will be adjusted automatically after the visit to reflect purchases made. If the limit is reached during your visit, another pre-authorization will be processed automatically.

If your gift certificate starts with “CP”, you may need to give us a call to make the reservation. We are happy to assist you between 9 a.m. and 5 p.m. every day of the week.  

Yes, our gift certificates forever hold their value. You can even use its monetary value for your reservation. 

We encourage all our guests to review the following pages to prepare for their visit to the spa: 

It should be noted that at this time, for hygiene and sanitation reasons, we ask our guests to leave their personal bathrobes at home.  

  • To help us maintain physical distancing measures on-site, please arrive at your scheduled time. 
  • You will be greeted by an attendant upon arrival who will ask a few questions to assess whether you are experiencing any symptoms or if you have been in contact with anyone who has had symptoms.   
  • We reserve the right to refuse entry to guests exhibiting symptoms of any kind 
  • Once you complete the screening processyou will be asked to wash your hands thoroughly and carefully
  • All guests will be required to wear a mask during their massage/body care (except for face treatments) and when moving inside or outside the spa.
  • For gratuity purposes, we ask you to provide an exact amount of cash since money exchanges will not be available for the time being.
  • To learn more, read our full list of preventative measures.   

Please note that our customer service centre is experiencing an above-average volume during this challenging time. We apologize for any inconvenience, and we are working hard to help you. Our phone lines are open every day between 9 a.m. and 5 p.m. 

We recommend that you try using our messaging application on our website for a timely answer.

Email remains a valid point of contact. Note that it can take up to three business days for us to get back to you via email, due to the high volume we are experiencing. 

SPA POLICIES

The site is reserved to those 16 years old and over. Guests may be asked to present an identification card to access the site.  

Our spa is open year-round, rain or shine. Our facilities have been designed so that you can enjoy your spa experience regardless of the weather. 

Weather forecasts do not affect your reservation, and Nordik Spa-Nature does not offer compensation for bad weather. However, if you wish to reschedule, please advise us 24 hours prior to your visit. We would like to take this opportunity to inform you that the rainy days are quieter and very pleasant! We offer comfortable relaxation areas and shelters to relax, and our saunas and hot baths will warm you up.  

Please note that in the case of a thunderstorm, the baths will be closed temporarily. 

For more information, please consult our conditions of sale

Cancellations must be made by email at info@lenordik.com. Cancellation fees will apply based on when the notice is received prior to the time of your reservation: 

  • 100% of the purchase price is refunded if you cancel at least 3 days prior. 
  • 50% of the purchase price is refunded if you cancel between 24 to 72 hours prior. 
  • No refund will be issued if you cancel less than 24 hours prior. 

It is possible to reschedule your visit free of charge by contacting our Customer Service Centre by live chat or phone. This request must be submitted prior to 3 p.m. the day before your reservation. 

For more information, read our conditions of sale 

RESERVATION AND FACILITY INFORMATION

Yes! Reservations are now required. In an effort to better maintain physical distancing on site, we are no longer accepting walk-ins. In addition, to create a contactless experience once at the spa, guests are now required to pay in advance for their reservation at the moment of booking.  

You can plan your wellness experience with peace of mind by using our online booking system. Personalize your day and schedule your reservation at a time that suits you. While we recommend reserving two weeks in advance for the best availability, you can always make a last-minute, same-day reservation if the mood for relaxation strikes!  

Book now!  

In an effort to protect your health and create a contactless experience, guests are now required to pay in advance for their reservation at the moment of booking.  

A valid credit card must be used to guarantee your reservation. Nordik Spa-Nature reserves the right to cancel any reservation made with an invalid credit card.

A pre-authorization of $150 per guest is held on the credit card the day of your visit to allow you to make purchases with your RFID bracelet. This amount will be adjusted automatically after the visit to reflect purchases made. If the limit is reached during your visit, another pre-authorization will be processed automatically.

When you make your reservation, you will be required to certify that neither yourself nor any member of your party:  

  • Are experiencing any of the COVID-19 symptoms (including, but not limited to, recent or exacerbated chronic cough, difficulty breathing, sudden loss of smell without nasal congestion and with or without loss of taste, muscle pain, intense fatigue, diarrhea) 
  • Have travelled outside the country in the last 14 days 
  • Are waiting for the results of a COVID-19 test 
  • Have been in contact with a confirmed case of COVID-19 in the past 14 days 

For more information, see our conditions of sale 

A valid credit card must be used to guarantee your reservation. Nordik Spa-Nature reserves the right to cancel any reservation made with an invalid credit card.

A pre-authorization of $150 per guest is held on the credit card the day of your visit to allow you to make purchases with your RFID bracelet. This amount will be adjusted automatically after the visit to reflect purchases made. If the limit is reached during your visit, another pre-authorization will be processed automatically.

No, the thermal experience is not included with the purchase of a massage or body care treatment.  

At Nordik Spa-Nature, you can customize your day based on your needs. This means that you can choose to visit us for the thermal experience, a massage, or a body treatment alone, or you can combine several services.  

See our à la carte rates

In an effort to create a contactless experience, all on-site purchases must be made with an electronic wristband. 

On the day of your visit, you will be given an electronic wristband to open your locker. The wristband is also used to pay for your purchases on site. A pre-authorization of $150 per guest is held on your credit card the day of your visit to allow you to make purchases with the wristband. This amount will be adjusted automatically after the visit to reflect purchases made. If the limit is reached during your visit, another pre-authorization will be processed automatically. 

For more information, see our conditions of sale.

Yes! We have a beautiful lodge located next to the spa, perfect for both meetings and cocktail gatherings, which can be rented for a full or half day.  

Rent the Nordik’s Alpina Lodge

The easiest way to get the spa is by Taxi or through a carsharing service (such as VRTUCAR).  

Please note that while Uber does offer services from Ontario to the spa, they do not offer pick up services from the spa. However, there are taxi companies that offer pick up service from the spa.  

GIFT CERTIFICATES

Yes! Our gift certificates don’t expire, so if you weren’t able to use your certificate during our closure, you’ll be able to redeem it now 

Nordik Spa-Nature honours all valid gift certificates. Gift certificates that expired before June 30, 2010 will not be honoured. This is the date on which the regulations regarding gift certificates came into effect. 

Please note that promotional gift certificates are valid for a period of one year only and have no monetary value after their expiration date. You can tell if you have a promotional gift certificate if the barcode in the bottom right hand corner begins with the letters “CP”.  

In the event that you lose your gift certificate we will be happy to assist you. However, please note that in order to protect the identity and personal information of the buyer, we will not perform a search upon your arrival to the spa. Instead, write to us in advance of your spa visit at info@lenordik.com and we will gladly help you.  

PREGNANT AND NURSING WOMEN

Please keep in mind that our baths, saunas, and relaxation areas are reserved for people aged 16 and over. However, we do have a space specifically designed for mothers to breastfeed or express their milk on site. This private room is equipped with a changing table, rocking chair, nursing pillow, refrigerator, and sink. Simply inquire when you arrive at the spa, and we will be happy to let you know where the room is and how it works.  

Coming to the spa during pregnancy can be a pleasant experience and can provide many benefits. Our services can help to relieve tension, soothe heavy legs, and improve sleep. There are several options available to expectant mothers who want to take full advantage of a day at the spa, including:  

  • The Källa treatment, for a moment of absolute calm in a floating saltwater pool 
  • All pregnant women should consult their doctor before receiving their first pregnancy massage, especially if there is a high risk of miscarriage or their pregnancy is considered high risk.  
  • Facial and foot treatments 
  • The temperate Tempër pool, which is heated to around 21°C 
  • Many of our pools are 37°C 
  • Numerous outdoor relaxation areas, including the Ëdena forested beach with suspended beds, gathering areas around the open-air fires, hammocks in the forest, and the Kalmeo relaxation pavilions sheltered from the sun and rain 
  • Many indoor relaxation areas, including the multipurpose relaxation room on the upper floor of the Espace Banyä, the Tellura relaxation space equipped with heated stone beds, and the Relaxa chalet
  • Four dining areas, each offering a unique experience: RestöMëzz | Café, Panorama Lounge, and the Biërgarden 

Please note that hot tubs, saunas, and exfoliation are not recommended for pregnant women, and it is important to always consult your doctor for personalized medical advice.  

HEALTH AND SAFETY

Thermal Experience 

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

Massages and body treatments  

If you have been diagnosed with cancer, are in remission, or have undergone major surgery in the last three months, it is possible that a note from your health care provider will be required.  

Prior to receiving any massage or body treatment, we ask all clients to fill out and sign a health form as a means of certifying that you have declared any health conditions.  

Please be sure to always consult with your doctor for personalized medical advice. 

 

Yes! All our massage therapists are accredited in the province of Quebec and as such can issue receipts for insurance purposes.  

We do suggest you validate your coverage with your insurance provider beforehand and confirm their requirements.

Yes! We can provide you with a new receipt for insurance purposes. Please send an email to info@lenordik.com with your name, the date of your visit, and a brief message indicating you wish to have a new receipt issued. You will receive a new receipt by email within two to three business days. 

Spa Etiquette 

If you have questions relating to the day of your visit, we recommend that you review our Spa Etiquette, which outlines our code of conduct and provides useful information about our site operations. 

Still have questions? 

If your question hasn’t been answered, please feel free to contact us through our messaging application on our website, by email at info@lenordik.com, or by phone at 1 866 575-3700 between 9 a.m. and 5 p.m. We will be happy to help!