I tried being a loyal customer. I really did. But after living in Toronto for a few years, this place is only looking worse and worse. My biggest complaint here is the lack of hygiene. The wax used for multiple procedures (and customers) is totally contaminated because they only use ONE utensil per customer and they dip this in the same pot over and over again. When I asked about this, I was told that "the temperature of the wax kills all the bacteria". This seems like a dubious claim since the wax is obviously not too hot to put on my skin, and unless they are boiling the wax for a prescribed duration between customers, that pot is cooking up a potent brew of bacteria. GROSS...and seriously, how hard or expensive would it be to use 4 or 5 of those wooden wax-spreading sticks instead of just one?
The staff seem like they are treated terribly here as well. One esthetician actually started crying when she was working with me. I didn't say anything to the management because I didn't want to get her in trouble. Many of the staff seem sweet and well-meaning, but I get the sense they are treated terribly and taken advantage of. The manager I spoke with used a very different tone of voice when she spoke to her staff. This place charges quite a premium but the premises look old and poorly maintained. The cleanliness of the pedicure instruments is doubtful; I suspect the quality and cleanliness standards may have declined over the years because the website doesn't honesty represent the actual interior. This place is definitely all about quantity (the price you pay) vs quality. Would not go back.
One final note: I've browsed the cosmetics for sale on the first floor of the spa and the saleswoman NEVER acknowledges me. They generally seem more interested in speaking to their friends or glowering at customers with a poorly-concealed measure of wrath. Yikes!