Check-in is available from 4:30 p.m. on the day of arrival (5 p.m. for guests who did not book directly with Les Hôtels JARO). However, you are welcome to arrive as early as 1 p.m. to enjoy the hotel amenities, even if your room is not yet ready. If you would like to access your room earlier, this option is available for an additional fee ($).

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

Yes. However, a late check-out request must be made 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.

No. You can not book a room without having to use a credit card.

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

For non-prepaid stays, a $200 pre-authorization per room and per stay will be placed on the credit card used at the time of booking, within 72 hours prior to your arrival. For stays at Hôtel Must or Auberge Québec, the pre-authorization amount is $100 per room and per stay.

This pre-authorization is intended to validate the credit card and guarantee the reservation. No amount will be charged to your account unless applicable fees need to be billed in accordance with the terms and conditions of your reservation.

Should the credit card provided be declined or unable to support the pre-authorization, the property 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 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At your arrival, the total amount of your room will be withdrawn, either from your credit card, by Interac or must be paid in cash.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?

The security deposit will primarily be used to cover parking, dining, telephone, and Internet charges, as well as any costs related to damage, alteration, or theft, if applicable.

How much is the security deposit?

This deposit is $200 for rooms, except at Auberge Québec and Hôtel MUST, where it is $100, and up to $500 for suites. It will be pre-authorized on your credit card within 72 hours prior to 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.

Do I have to show ID when registering for my room?

Yes, during the check-in process, a valid driver’s license or passport will be required. Presenting this identification is mandatory; otherwise, the room cannot be rented to you.

What is the hotel’s cancellation policy?

Any individual reservation guaranteed by credit card must be modified or cancelled before 4:00 p.m. on the day prior to arrival.

For reservations falling within special periods, as well as for the Grand Studio de Luxe (#14) at Hôtel Palace Royal, any modification or cancellation must be made before 4:00 p.m., two (2) days prior to arrival.

If this deadline is not met, the amount of the first night, including applicable taxes, will be charged, and the remainder of the stay will be automatically cancelled.

This policy does not apply to prepaid, non-refundable reservations or certain packages. Please refer to the specific terms and conditions of your package.

Special Periods: Any individual reservation must be modified or cancelled before 4:00 p.m. two days prior to the arrival date during the following periods:

• July 1, 2025 to September 4, 2025, inclusively;
• December 22, 2025 to January 6, 2026, inclusively;
• February 23, 2026 to March 9, 2026, inclusively;
• July 1, 2026 to September 1, 2026, inclusively;
• December 20, 2026 to January 4, 2027, inclusively.

This policy does not apply to prepaid, non-refundable reservations, packages, groups, corporate rates, room blocks, conventions, or special negotiated rates. The specific terms and conditions applicable to the reservation will prevail.

Any change to the arrival date, departure date, or room type is subject to availability at the time the request is made. A modification may result in a change in rate or additional charges.

If you have a group rate, corporate rate, room block, are part of a convention, or have a special negotiated rate agreement, please refer to your contract for the applicable cancellation terms.

Any change to the arrival date, departure date, or type of room reserved is subject to availability at the time the modification request is made. Rates may vary depending on the requested changes, and additional charges may apply.

Early Departure

Any change to the departure date must comply with the same deadline as the applicable cancellation policy, i.e., before 4:00 p.m. on the day prior to the actual departure date, or two (2) days prior for reservations falling within special periods. If the request is made after the deadline, the night following the early departure will be charged, in accordance with the terms and conditions of the reservation.

Non-Guaranteed Reservations

Any non-guaranteed reservation will be cancelled at 4:00 p.m. on the day prior to arrival, or at 4:00 p.m., two (2) days prior to arrival during special periods.

A reservation is considered non-guaranteed when the credit card provided is invalid or when authorization to charge the amount due for the stay is declined.

For any cancellation, please keep your cancellation number as proof of cancellation.

Are pets allowed in the rooms?

Only Mira-certified dogs are accepted in all our hotels.

Pets are generally not allowed, except at Hôtel Québec Inn and Palace Royal, which offers the Puppy Package under certain conditions. For more information, please refer to the package detailsThis link will open in a new window.

When I book an activity package – JARO Carie Factory 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.

Connecting rooms are available at some of our hotels, see list below.

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 to windowless rooms.

Hotel Lindbergh: The hotel does not have connecting rooms.

Auberge Québec: The hotel does not have connecting rooms.

•      After the 1st night: Restocking, which involves collecting garbage and replenishing the coffee.
•      After the 2nd night: Refreshing, which involves making the beds, refreshing the towels, collecting garbage and replenishing the coffee.
•      After the 3rd night: Full housekeeping of the room, excluding changing the sheets.

The cleaning cycle starts again after the 4th night. Full cleaning, sheets will be changed after the 6th night.

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.

Palace Royal: Learn more about the servicesThis link will open in a new window

Hotel Plaza Québec: Learn more about the servicesThis link will open in a new window

L'Hôtel Québec: Learn more about the servicesThis link will open in a new window

Hotel Québec Inn: Learn more about the servicesThis link will open in a new window

Hotel Must: Learn more about the servicesThis link will open in a new window

Hotel Lindbergh: Learn more about the servicesThis link will open in a new window

Auberge Québec: Learn more about the servicesThis link will open in a new window

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.

What are the hot tub opening hours?

To know the opening hours, consult the schedule indicated in the service section of each hotel.

Palace Royal: Learn more about the servicesThis link will open in a new window

Hotel Plaza Québec: Learn more about the servicesThis link will open in a new window

L'Hôtel Québec: Learn more about the servicesThis link will open in a new window

Hotel Québec Inn: Learn more about the servicesThis link will open in a new window

Hotel Must: Learn more about the servicesThis link will open in a new window

Are children allowed in the hot tub?

• Children aged 15 and under must be accompanied by an adult.
• Children under 7 years old are NOT allowed in the hot tub.

What are the sauna opening hours?

The sauna is open every day from 8 a.m. to 8 p.m. The sauna is located within the fitness room.

Palace Royal: Learn more about the servicesThis link will open in a new window

L'Hôtel Québec: Learn more about the servicesThis link will open in a new window

Hotel Québec Inn: Learn more about the servicesThis link will open in a new window

Are children allowed in the sauna?

No. Sauna access is reserved to guests aged 16 and over.

Are there parking fees?

Indoor and outdoor parking is offered free of charge to guests staying at all our hotels, except for the 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 Palace Royal (other public parking nearby).

Some service information is specific to each hotel. Please refer to the hotel that applies to you.

Palace Royal: Learn more about the servicesThis link will open in a new window

Hotel Plaza Québec: Learn more about the servicesThis link will open in a new window

L'Hôtel Québec: Learn more about the servicesThis link will open in a new window

Hotel Québec Inn: Learn more about the servicesThis link will open in a new window

Hotel Must: Learn more about the servicesThis link will open in a new window

Hotel Lindbergh: Learn more about the servicesThis link will open in a new window

Auberge Québec: Learn more about the servicesThis link will open in a new window

A restaurant is available in 4 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 https://www.beffroisteakhouse.com/en/This 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 https://www.ginger-restaurant.com/en/This 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 https://www.10vagues.com/en/This link will open in a new window.

Hôtel Québec Inn: Les Palmes

For more details on the restaurant, the menus or the opening hours, please refer to the website https://www.lespalmes.com/en/This 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 through room service or by going directly to the hotel restaurant. No breakfast is available at the Auberge Québec. We invite our customers 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-minute 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).

Do you provide a baby crib rental service?

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

Are there electric vehicle (EV) charging stations available?

Yes, EV charging stations are available in the parking areas of 6 of our hotels:

• Palace Royal: 6 charging stations (32 kW) with J1772 connectors
• Hôtel Plaza Québec: 4 charging stations (32 kW) with J1772 connectors
• Hôtel Must: 4 charging stations (32 kW) with J1772 connectors + 1 Tesla charging station
• L’Hôtel Québec: 4 charging stations (32 kW) with J1772 connectors
• Hôtel Québec Inn: 4 charging stations (32 kW) with J1772 connectors
• Hôtel Lindbergh: 4 charging stations (32 kW) with J1772 connectors

*Usage-based fees apply for each charging session.
*We invite you to download the EDDIE app to easily charge your vehicle during your stay.

In-room movie rentals are not available at the hotel. However, about 40 TV channels are offered in the rooms.

Have you lost or forgotten something during your latest stay in our hotel?
If so, please select the concerned hotel in the declaration form in the link below, 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 a maximum of 1 month. The unclaimed item after this period will be given away.

Lost item declaration form