Here are detailed answers to the questions most frequently asked by JARO Hotels' customers to our customer service team.
Arrival and Departure
You may check in from 4:30 PM on the day of arrival (5:00 PM for guests who have not booked directly with Les Hôtels JARO). 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.
Policies
Why do I have to give my credit card number at the time of booking?
Your credit card number is necessary to confirm your reservation. About 24h to 48h before your arrival, a pre-authorized fee of $100 will be withdrawn from your credit card. If your credit card is refused, the hotel reserves the right to cancel your 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 of the hotel.
**Specific Condition for Auberge Québec**: We cannot accept a prepaid card or Debit/Credit card at this establishment. A valid credit card in the name of the person listed on the reservation must be presented in person at the time of check-in.
At your arrival, the total amount of your room will be withdrawn, either from your credit card, by Interac or must be paid in cash.
**Specific Condition for Auberge Québec**: We cannot accept a prepaid card or Debit/Credit card at this establishment. A valid credit card in the name of the person listed on the reservation must be presented in person at the time of check-in.
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?
This deposit is $100 for rooms and up to $500 for suites. It will be preauthorized on your credit card between 48 hours and 24 hours before your arrival.
At the time of departure, the preauthorization will either be reversed or completed with the total amount of charges incurred during your stay.
***Please note that there is a delay of 5 to 10 business days for the reversal of any pre-authorization.
When the room is paid for by cash or Interac on arrival, the security deposit is returned to you on the original method of payment, in full or in part, depending on the service charges deducted, after an inspection of your room only. The amount of the security deposit varies according to the number of nights you stay and the type of room you reserve.
***Please note that the security deposit MUST be paid EXCLUSIVELY by credit card at Auberge Québec. NO cash or Interac deposit will be allowed at this establishment***
What is the hotel’s cancellation policy?
Any individual reservation guaranteed by credit card must be modified or canceled by 4:00 p.m. the day before arrival for hotel rooms or by 4:00 p.m. two days prior to arrival for Luxury Studio with King Size Bed and Panoramic City View (#14) . 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.
This policy is not applicable for prepaid and non-refundable reservations or certain packages. Please refer to the conditions and restrictions specific to your package.
IMPORTANT note: All individual reservations must be changed or cancelled by 4:00 p.m. two days prior to arrival for the following periods:
- July 1, 2023 to September 4, 2023 included;
- December 22, 2023 to January 6, 2024 included;
- February 23, 2024 to March 9, 2024 included;
- July 1, 2024 to September 1, 2024 included;
- December 20, 2024 to January 4, 2025 included.
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.
Any changes to the arrival date, departure date and room type of the reservation are subject to the hotel’s availability at the time the change is requested. Amendments to the initial reservation request may result in rate change or additional fees.
Any non-guaranteed** reservation will be cancelled by 4:00 pm the day before your arrival. For any cancellation of reservation, please keep your cancellation number.
Indoor parking at the hotel is subject to charges.
**Non-guaranteed reservation : Invalid credit card or authorization (amount taken the day prior to the arrival) covering the entire stay declined.
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?
No. Packages and their features can’t be modified nor substituted.
Rooms
Connecting rooms are not available in all our hotels.
Hotel Palace Royal: The hotel does not have connecting rooms.
Hotel Plaza Québec: The hotel does not have connecting rooms.
L'Hôtel Québec: Yes, the hotel offers various types of connecting rooms. Requests for connecting rooms must be made at the time of booking in order to ensure availability.
Hotel Québec Inn: Yes. The hotel offers three connecting rooms. These rooms connect with the Nuptial, Polynesian and Empire Suites.
Hotel Must: Yes, the hotel has 5 connecting rooms which are mostly adapted rooms connecting windowless rooms.
Hotel Lindbergh: The hotel does not have connecting rooms.
Auberge Québec: The hotel does not have connecting rooms.
Housekeeping during your stay: Because of limited personnel and to provide you with a quality service, we are bound to adjust the housekeeping service in your room during your stay.
For stays of 2 nights or less: No housekeeping will be done during your stay. For all special requests, please contact the front desk.
For stays of 3 nights or more: After the 2nd night, we change the towels, empty the trash and the coffee machine. After the 4th night, a complete housekeeping of the room is provided.
Facilities
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.
What are the swimming pool opening hours?
To know the opening hours, consult the schedule indicated in the service section of each hotel.
Is the swimming pool heated?
Yes, the pool is heated between 80° and 84°F
Are pool towels provided?
For your convenience and due to the high traffic at the pool, we ask that you bring the towels provided in your room to the pool.
Is the swimming cap mandatory?
No. Swimming cap is not mandatory.
Are there pool games and swimming floats at the pool?
No. Pool games and swimming floats at not available at the pool.
Can I bring pool games and swimming floats at the pool?
Yes, you may bring floats to the pool. As for games, balls and toys that may disturb other guests are not tolerated. Prior approval from management is required.
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?
Yes. Swimming diapers are mandatory.
Are there parking fees?
Indoor and outdoor parking is offered free of charge to guests staying at all our hotels, except for the Hotel Palace Royal, which has an indoor public parking lot for which a fee is charged ($26 + t per day).
What is the height of the indoor parking lot?
Indoor parking heights may be limited. For vehicles of greater than normal height, outdoor parking is available at most of our hotels except for the Hotel Palace Royal (other public parking nearby).
Services
Some service information is specific to each hotel. Please refer to the hotel that applies to you.
Hotel Palace Royal: Service page
Hotel Plaza Québec: Service page
L'Hôtel Québec: Service page
Hotel Québec Inn: Service page
Hotel Must: Service page
Hotel Lindbergh: Service page
Auberge Québec: Service page
A restaurant is available in 5 of our hotels.
Do I need to make a reservation to eat at the restaurant?
Reservations are not required, but are strongly recommended, especially on weekends and during busy periods such as holidays, Christmas, spring break and summer vacation.
Is room service available?
Yes, room service is available according to the schedule indicated in the room service section of each hotel.
Hotel Palace Royal: Restaurant Beffroi Steakhouse
For more details on the restaurant, the menus or the opening hours, please refer to the website www.beffroisteakhouse.comThis link will open in a new window
Hôtel Plaza Québec: Ginger Resto-Bar
For more details on the restaurant, the menus or the opening hours, please refer to the website www.ginger-restaurant.comThis link will open in a new window
L'Hôtel Québec: 10Vagues Resto-Bar
For more details on the restaurant, the menus or the opening hours, please refer to the website www.10vagues.com (under construction)
Hôtel Québec Inn: Les Palmes
For more details on the restaurant, the menus or the opening hours, please refer to the website www.lespalmes.comThis link will open in a new window
A complimentary continental breakfast is offered for free at Hotel Must and Hotel Lindbergh. For the hotels Palace Royal, Plaza Québec, L'Hôtel Québec and Québec Inn, it will be possible to order breakfast either at room service or by going directly to the hotel restaurant. No breakfast is available at the Auberge Québec. We invite our clients to make reservations at the nearby Ginger Resto-Bar.
Enjoy wired and wireless Internet access in all guest rooms and wireless Internet access in all common areas and meeting rooms. Up to four devices can share this connection simultaneously.
Please note that the Internet connection in common areas – lobby, function room, restaurant, bar, etc. – is a 30 minutes limited access.
- Wi-Fi INTERNET - FREE
This is ideal for taking emails and for basic internet browsing – websites, social networks, etc.
- Wi-Fi / HIGH SPEED INTERNET - 4.95$ PER DAY
Free for JARO members
The high-speed Internet connection is ideal for extensive Internet navigation such as watching videos (YouTube), video chatting (Skype, Facetime, etc.), accessing VPNs and streaming movies and TV series (Netflix).
- Wi-Fi / HIGH SPEED INTERNET - 13.85$ FOR 3 DAYS
Free for JARO members
Best package for long stays. The high-speed Internet connection is ideal for extensive Internet navigation such as watching videos (YouTube), video chatting (Skype, Facetime, etc.), accessing VPNs and streaming movies and TV series (Netflix).
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