Here are detailed answers to the questions most frequently asked by JARO Hotels' customers to our customer service team.
Policies & Reservations
A pre-authorization is used to validate the card and guarantee the reservation. For most hotels, the amount is $200 per room per stay or $500 for suites. At Hôtel Lindbergh, the amount is $100.
For non-prepaid stays, the pre-authorization is generally made within 72 hours prior to arrival.
After check-out, the release may take 5 to 10 business days, depending on the financial institution.
The deposit is generally $200 for a room, $100 at Hôtel Lindbergh, and may be up to $500 for certain suites.
JARO Hotels are smoke-free properties.
Yes. A driver’s licence, a health insurance card with photo, or a valid passport must be presented upon arrival.
Yes, subject to availability. Changes may result in a different rate or additional fees.
A request for an early departure must comply with the applicable cancellation policy. If made too late, the night following the early departure may be charged.
Payment methods vary by hotel. Credit cards, Interac, and cash may be accepted under certain conditions.
Prepaid cards are not accepted to guarantee a reservation. Different conditions may apply when paying at the front desk.
Displayed rates are subject to the lodging tax (3.5% per night), GST, and QST.
All our properties and balconies are 100% smoke-free. Designated outdoor areas, located at least 9 metres from entrances, are provided for this purpose.
Yes. JARO Hotels guarantee the best price for all reservations made directly through hotelsjaro.com.
No. A credit card is required to guarantee a reservation.
A reservation may be considered unguaranteed when the card provided is invalid or payment authorization is declined. It may then be cancelled at 4 p.m. the day before arrival, or two days before during special periods.
You can book directly through hotelsjaro.com or contact our Reservations Department. Booking directly gives you access to the rates, offers, and conditions available on the JAROThis link will open in a new window website.
The minimum age required to book a room and check in is 18. Valid government-issued identification is required upon arrival.
Arrival & Departure
Check-in normally begins at 4:30 p.m. or 5 p.m. for guests who did not book directly with JARO.
You may arrive as early as 1 p.m. to enjoy the facilities, even if your room is not ready. Early access to the room may be available for an additional fee and subject to availability.
Yes, complimentary luggage storage is available at the front desk.
Yes, complimentary luggage storage is available at the front desk so you can enjoy your day after checking out.
Check-out must be completed by 11 a.m. Guests can generally enjoy the facilities until 1 p.m.
Yes, depending on occupancy and availability. The request must be made on the morning of departure and approved by the hotel.
Cancellation
An individual reservation guaranteed by credit card must normally be modified or cancelled before 4 p.m. on the day before arrival. Different deadlines apply during certain special periods, for certain packages, and for non-refundable reservations.
The first night, including applicable taxes, may be charged, and the remainder of the stay may be automatically cancelled. The reservation terms and conditions prevail.
Services & Amenities
Accessible rooms and services are available at certain hotels. Please specify your needs when making your reservation so that availability can be confirmed.
Only certified Mira dogs are accepted at all hotels. Pets are generally not allowed, except under the Pitou Package conditions at Palace Royal and Hôtel Québec Inn.
Children aged 15 and under must be accompanied by an adult. Children under 7 are not permitted to use the hot tub.
A complimentary continental breakfast is offered at Hôtel MUST and Lindbergh. At Palace Royal, Plaza Québec, L’Hôtel Québec, and Québec Inn, breakfast can be ordered at the restaurant or through room service.
Cribs can be rented for $15 plus taxes per night.
After the first night, service generally includes replenishment. After the second night, a refresh is performed. After the third night, a full cleaning is provided, without changing the sheets. Sheets are changed after the sixth night.
No. Access to the pools, fitness rooms, and other facilities is reserved for hotel guests.
Yes. Pools are heated between 80°F and 84°F, depending on the hotel facilities.
Guests must bring the towels provided in their room to the pool.
No, swim caps are not required.
Some floats are available for guests, subject to availability during their stay.
Yes. Children who still wear diapers must use swim diapers designed for swimming pools.
Yes. Charging stations are available at six hotels: Palace Royal, Plaza Québec, Hôtel MUST, L’Hôtel Québec, Québec Inn, and Lindbergh. Fees are charged according to usage.
The hotels mainly have 32 kW J1772 charging stations. Hôtel MUST also has a Tesla charging station.
JARO recommends the EDDIE app for charging during your stay.
Reservations are not always required, but they are strongly recommended on weekends and during busy periods.
No. Access to the sauna is reserved for guests aged 16 and over.
Palace Royal, L’Hôtel Québec, and Hôtel Québec Inn have a sauna. Plaza Québec, Hôtel MUST, and Lindbergh do not.
Yes, at hotels that offer this service, according to each property’s hours of operation.
JARO properties are equipped with elevators providing access to the floors, except Hôtel Québec Inn.
Ice machines are available free of charge on designated floors at each of our hotels.
No, our properties do not offer access to a business centre.
Parking is free for guests staying at all JARO hotels, except at Palace Royal, where indoor public parking is subject to a fee.
Indoor parking at Palace Royal costs $26 plus taxes per day, according to information published by JARO.
Most hotels have outdoor parking. High-clearance vehicles must use outdoor parking when indoor parking is limited.
Basic Wi-Fi access is available. High-speed access may be offered for an additional fee, except for JARO members under the conditions of the loyalty program.
Up to four devices can use the room’s internet connection simultaneously.
No. JARO gift cards have no expiration date and retain their original purchase value.
Yes. Our chefs and restaurant teams accommodate dietary restrictions, including gluten-free diets, vegetarian diets, and food allergies. Guests are encouraged to inform staff upon arrival at the restaurant.
They are available at certain hotels only. They are offered at L’Hôtel Québec, Québec Inn, and Hôtel MUST, subject to availability. They are not available at Palace Royal, Plaza Québec, or Lindbergh.
Rollaway beds can be rented subject to availability and room configuration. An additional fee of $15 plus taxes per night applies. Please check availability when making your reservation.
All rooms have a mini refrigerator. Microwaves are available in certain room categories or in common areas, depending on the hotel.
Microwaves are available in certain room categories or in common areas, depending on the hotel.
Yes, all rooms are equipped with a safe at no additional charge.
Yes, all rooms at JARO Hotels have individually controlled air conditioning and heating systems.
Packages
No. Package inclusions cannot be replaced or substituted.
Package tickets, such as Aquarium or Carie Factory tickets, must be picked up at the hotel front desk during check-in.
Events & Groups
To reserve a block of 10 rooms or more, you can contact our Events & Groups Sales Department directly by phone or through our online form to obtain a preferred rate.
Yes, several of our properties, including Palace Royal, L’Hôtel Québec, Hôtel Québec Inn, Plaza Québec, and Hôtel MUST, have meeting rooms.