FAQ
Whether you are thinking of buying a gift voucher or have already bought one, the following information should help with any questions you might have. If you can’t find the answer you require, please contact us at 613-271-1800 or [email protected]
How do I redeem my gift certificate?
Please call our team at 613-271-1800 to book your gift experience. Once your booking has been confirmed, please keep your voucher in a safe place as you will need to present it upon arrival.
How do I cancel a gift certificate to receive a refund?
If you are looking for a refund within 7 business days of purchase, a full refund will be provided.
If you are looking for a refund after 7 business days of purchase, you will be issued a monetary Brookstreet gift certificate for the amount paid. This gift card can be used towards overnight stays, dining, spa and golf.
Certificates are non-refundable past their expiration date.
I'm attempting to purchase a gift certificate but have received a failed transaction message ('Payment has not been accepted') at the end of the transaction. What should I do next?
There could be several reasons why this may be happening. Please double check that the payment information is accurate and the address matches that of the credit card being used.
For further help, please contact us at 613-271-1800 or [email protected]
I've received my gift certificate but there is a spelling mistake / error on the personal message. Can I get it amended and re-issued?
Please contact us at 613-271-1800 or [email protected] and we will make the necessary amendments and re-issue the gift voucher.
The original voucher should then be destroyed as it will be de-activated and no longer valid.
I've lost my gift certificate. Can I still redeem my experience?
We should be able to retrieve your gift certificate on our system and issue a new one unless otherwise specified under the terms and conditions of your voucher. Please contact us at 613-271-1800 or [email protected] for assistance
I purchased a gift certificate but did not receive it.
Gift certificates are system-generated emails and therefore may go to the recipient’s junk or spam email folder. If the email is not in your junk or spam folder after 12 hours, please contact us at 613-271-1800 or [email protected]