- Arrival and Departure
- Lost items
Can I book a room without having to use a credit card?
Yes, you can book a room without having to use a credit card. To do so, you must send a payment equal to the amount of the first night by check or money order. Payments by money orders must be received by the hotel before 11am the day prior to arrival, while payments by checks must be received by the hotel at least 21 days prior to arrival so they can be verified. In the event where the required payments are not received in time and no guaranteed has been given, the reservation is cancelled at 11am on the day prior to arrival.
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 certain 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 11am on the day of departure.
Can I proceed to a late check-out (after 11am) on the day of departure?
Yes. A late check-out request must be made on the morning of your departure date and approved by a member of our staff. Approval of a late check-out request is based on the hotel’s occupancy rate and availability.
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 $100. The security deposit can be withdrawn on a credit card or paid in cash.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.
Is an ID required upon check-in?
In the event where you present a valid credit card, no ID is required upon check-in. However, if the stay is paid for in cash upon arrival, a valid driver’s licence is requested alongside the $100 security deposit.
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 of $100 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.
Is there a preferred night-rate for the military personnel?
Yes, we offer both federal and provincial government rates. Please request this at the time of booking. You will also need to provide proof of employment at the check-in.
What is the hotel’s cancellation policy?
Any INDIVIDUAL RESERVATION guaranteed by credit card must be MODIFIED or CANCELLED before 4:00 p.m. the day before your arrival. 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 cancelled.
The change/cancellation policy for individual reservations secured by credit card will vary on the following dates
- December 22, 2022 to January 7, 2023 included the reservation must be modified or cancelled at least 72 hours before the day of arrival.
- February 24, 2022 to March 11, 2023 included, the reservation must be modified or cancelled at least 72 hours before the day of arrival.
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 is not applicable for prepaid and non-refundable reservations or certain packages. Please refer to the conditions and restrictions specific to your package.
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 at 4:00 pm on the day before your arrival. For any cancellation of reservation, please keep your cancellation number.
**Non-guaranteed reservation : Invalid credit card or authorization (amount taken the day prior to the arrival) covering the entire stay declined.
Are pets allowed in the rooms?
No. Pets are not allowed in the rooms except those permitted, such as guide dogs or service dogs.
Does the hotel offers connecting rooms?
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.
Refreshment of the 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.
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. An access fee is charged to every guests’ visitor who wants to enjoy the facilities.
What are the pool opening hours?
- To know the opening hours, consult the timetable indicated on the following link: Pool opening hours.
Is the swimming pool heated?
Yes, the swimming pool is heated; the water’s temperature varies between 83 °F and 85 °F.
Are pool towels provided?
As a matter of convenience given the large number of guests, we recommend you to bring your towels. Note, however, that a certain number of towels are available at the pool.
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 at not available at the pool.
Can I bring pool games and swimming floats at the pool?
Yes, you can bring swimming floats at the pool. Pool games, however, require the prior approval of the management team. Toys and games that could disturb other guests are not permitted.
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 can be worn in the pool. However, diapers can’t be worn in the hot tub.
What are the hot tub opening hours?
Same hours as the swimming pool :
- To know the opening hours, consult the timetable indicated on the following link: Hot tub opening hours.
Are children allowed in the hot tub?
Yes; children aged 3 and over are allowed in the hot tub. However, adult supervision is required at all times.
How many people can be allowed in the hot tub at the same time?
A maximum of 10 people can be allowed in the hot tub at the same time.
What are the sauna opening hours?
- To know the opening hours, consult the timetable indicated on the following link: Sauna opening hours.
Are children allowed in the sauna?
Yes; children are allowed in the sauna. However, adult supervision is required at all times.
Are there parking fees?
No; the hotel provides free indoor and outdoor parking spaces for guests and Le 10Vagues restaurant customers.
What is the height of the indoor parking lot?
The indoor parking lot has a height of 6’8.
Do I need to make a reservation to eat at the restaurant?
No, reservations at the restaurant are not mandatory.
What are the restaurant opening hours?
The restaurant is open daily from 7:00 a.m. to 10:00 p.m. .
Room service is available daily from 7:00 a.m. to 10:00 p.m. for catering and from 7:00 a.m. to 11:00 p.m. for bar orders.
How can I reach the restaurant?
You can reach the restaurant by dialling 418-658-5624 #6120.
Is there a continental breakfast included?
There is NO continental breakfast included. However, the hotel restaurant offers a delicious à la carte breakfast menu as well as breakfast buffets or lunch box according to the availability of the day.
Does the hotel offer a babysitting service?
No, this service is not available.
Does the hotel offers a DVD rental service?
No, the hotel does not offer a DVD rental service.
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.
Where can I consult the hotel’s activity schedules?
The hotel’s activity schedules are displayed at the front desk as well as in the lobby. You can also check them out online, here.
When I book an activity package – JARO Carie and JARO Aquarium – 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.
How do I get to the hotel?
10. 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
HQ-CITQ : 074152