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Frequently Asked Questions (FAQ)

  1. Booking
  2. Arrival and Departure
  3. Policies
  4. Rooms
  5. Facilities
  6. Services
  7. Packages
  8. Location
  9. Lost items

1. Booking

Can I book a room without having to use a credit card?

No; a credit card is required to book a room.

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2. Arrival and Departure

At what time can I proceed to check-in on arrival day?

You may check in from 4:30 PM on the day of arrival (5:00 PM for guests who have not booked directly with JARO Hotels). However, you may arrive at the hotel as early as 1:00 PM and enjoy the facilities, even if your room is not yet ready. If the reserved room is available upon your arrival, we will gladly hand you the keys.

At what time do I have to proceed to check-out on the day of departure?

You must proceed to check-out no later than 11 AM on the day of departure. You can, however, stay on location and enjoy the hotel facilities until 1pm.

Can I proceed to a late check-out (after 11 AM) on the day of departure?

Yes. Extra charges will apply. A late check-out request must be made early on the day of departure and approved by a member of our staff.

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3. Policies

Security Deposit

Why is a security deposit requested upon arrival?

A security deposit is requested to every reservation holder upon check-in. The security deposit is used to open the credit of your room and to cover room service charges, long-distance phone calls, equipment damages and thefts, if applicable.

How much is the security deposit?

The amount requested upon arrival is $50. The security deposit can be withdrawn on a credit card or paid in cash. Upon departure, the security deposit is refunded according to the original method of payment, in whole or in part, depending on the service fees withheld.

Requested ID

Is an ID required upon check-in?

Yes,a valid driver’s licence is requested upon check-in.

Credit Card

Why do I have to give my credit card number at the time of booking?

The credit card number is required at the time of booking in order to guarantee the reservation. The night prior to arrival, a hold equal to the cost of the reservation is placed on the credit card. In the event where the credit card is declined, the hotel reserves the right to cancel the reservation.

Are prepaid credit cards accepted at the time of booking?

No; prepaid credit cards are not accepted at the time of booking. However, prepaid credit cards are accepted for room payments, if made at the front desk.

Preferred Rate

Is there a preferred night-rate for the military personnel?

No.

Cancellation

What is the hotel’s cancellation policy?

*THE HOTEL’S CANCELLATION POLICY ONLY APPLIES TO RESERVATIONS MADE VIA HOTELSJARO.COM OR VIA LES HÔTELS JARO’S BOOKING CENTRE*

Any individual reservation guaranteed by credit card must be modified or canceled before 4:00 p.m. the day before your arrival for hotel rooms and 48 hours before the day of arrival for suites. Otherwise, the total amount of the first night of the stay (and taxes) will be charged and the rest of the stay will automatically be canceled.

The cancellation policy applies from July 1 to September 4, 2022. Any individual reservation with a credit card must be modified or cancelled 48 hours before the arrival date for guests booking directly with JARO Hotels, and 72 hours before the arrival date for guests booking through a third party. Otherwise, the total amount of the first night’s stay (plus applicable taxes) will be charged and the remainder of the stay will be automatically cancelled.

This policy does not apply for a prepaid and non-refundable reservation as well as on certain packages.

If you used a group rate, a corporate rate, a block of rooms, if you are a member of a convention or if you have a special rate agreement, please refer to your contract to learn more about your cancellation policy.

Pets

Are pets allowed in the rooms?

No. Pets are not allowed in the rooms.
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4. Rooms

Does the hotel offers connecting rooms?

No. The hotel doesn’t have connecting rooms.

Refreshment of the rooms:

Housekeeping is available upon request only for stays of 4 nights or more.

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5. Facilities

Access

Is the access to the hotel facilities – indoor swimming pool, fitness room, etc. – exclusive to guests?

Yes, access to the hotel facilities is reserved exclusively to guests.

Outdoor Swimming Pool

What are the pool opening hours?

Please be advised that the outdoor pool is now closed for the season.

Is the swimming pool heated?

No, the swimming pool is not heated.

Are pool towels provided?

Yes.

Is the swimming cap mandatory?

No, the swimming cap is not mandatory.

Are there pool games and swimming floats at the pool?

No; pool games and swimming floats are not available at the pool.

Can I bring pool games and swimming floats at the pool?

Yes.

Can I purchase a swimsuit at the hotel?

No; we do not sell swimsuits on location.

Can my child wear a diaper in the pool?

No.

Parking

Are there parking fees?

No; the hotel provides free outdoor parking spaces for guests.
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6. Services

DVD Rental

Does the hotel offers a DVD rental service?

No, the hotel does not offer a DVD rental service.

Internet Access (Wifi)

Is the Internet access free?

Yes; there is free wireless Internet access in every room, common area, meeting room as well as in the restaurant. You can also get connected for free using the wall outlet provided for this purpose, available in every room.

Baby crib rental

Do you provide a baby crib rental service?

Yes. You can rent a crib for $15+tax per night.

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7. Packages

Activity Packages

When I book an activity package – JARO Carie, JARO Aquarium, and JARO Village – where do I pick up the activity tickets?

When booking an activity package, you must pick up your activity tickets at the hotel’s front desk at the time of check-in.

Can a package and its features be modified or substituted?

Yes.

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8. Location

Itinerary

How do I get to the hotel?

See the map

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9. Lost items

Have you lost or forgotten something during your latest stay in our hotel?

If so, please select below the hotel concerned in order to let us know. Be advised that only this form will be considered for our investigation and that the booking agents or the hotel front desk will not be able to provide you with further information.

We will store lost items for 2 months. The unclaimed item after this period will be given away

Lost declaration form

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AQ-CITQ : 062473