KW Sauna

I went to KW Sauna with some friends and unfortunately had an experience that caused me to leave early. I follow a specific diet for health and training purposes. After being there for an hour, I could feel my blood glucose starting to crash. I had brought a prepared meal with me so I could safely eat and continue my visit. When I asked about briefly using the microwave in the snack room upstairs, the front desk attendant told me I couldn’t because the snack area is an open space and the smell of food would carry. She said the snack room was originally going to be a restaurant and that they have a microwave — but they don’t allow it to be used because of food smells. I completely understood the concern about heating food and offered to simply eat my meal cold instead. I was then told that I still couldn’t eat it upstairs because it could cause other guests to think they’re allowed to bring their own food. The snack room only permits their provided snacks, but unfortunately there were no options available that fit my dietary needs. I explained that I wasn’t trying to break rules — I just needed to eat to prevent my blood sugar from dropping further. Because I wasn’t allowed to eat the meal I needed for my health, I had to leave early. I had planned to stay much longer and was disappointed. I understand that businesses have policies, but when it comes to someone needing to eat for health reasons, there should be some flexibility or at least consistent communication. Being given different explanations throughout the conversation made the situation more frustrating. I hope KW Sauna can reconsider how they handle situations involving dietary or health-related needs in the future.

When someone is experiencing symptoms related to blood sugar levels, dismissing the concern by suggesting they “consult a doctor” does not address the situation. Businesses in Ontario also have a duty to reasonably accommodate medical or dietary needs where possible. When people bring their own food specifically because of dietary requirements they did so to manage health responsibly. When they tell you they have a condition, there is a difference between policy and Ontario Consumer Protection Law. With a no outside food policy, if you: Have diabetes Need specific food to maintain blood sugar The business does NOT offer suitable options And you explain that it’s a medical necessity Then refusing to allow you to bring necessary food is disability discrimination. A call to the Better Business Bureau’s office and Consumer Protection Act may be required to make a reasonable exception. I wish you the best moving forward and hope policies are changed as according to prevent similar situations for future customers.

Have had a great experience here in the past but my current visit left me feeling a little bit fleeced. Price is different if you pay cash, cool. The facility is fine for what you pay. Some things are an extra charge, such as robes. However, when I went to pay for the lame food offerings they provided, the price changed 3 times. I understand they have to upcharge on debit/credit transactions to offset fees, but the woman behind the counter straight up told me it was actually a higher price after I had already handed her my cash. When I asked for an itemized receipt for the food, she informed me that they 'do not do that here'. Sort of shady if you ask me.

I rarely give bad reviews, but this experience is not good. I was really looking forward to the experience, I want to test it out and then invite my family and friends to a sauna. 2 weeks ago I booked a Guided Session for Saturday, on the Friday at 10:47am there was an "Appointment Reminder" email, then at 8:06pm all of a sudden I got a "Appointment Cancelled". I had to call the place to ask why, then they told me about the fine print. They should have called me a few days ahead and explained the reason instead of just cancelling it 12hrs before the booked session.

One of my favourite spots to escape and relax! I’ve been to general public visits as well as guided classes and both experiences were amazing for different reasons. The open public hours are great if you have a few hours to turn off the phone and enjoy at your own pace. The guided classes are great if you are newer to contrast therapy or want to focus on improving your cold plunge capabilities! They also do private bookings if you are looking for a fun out of the box health and wellness experience for your staff or team!