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Frequently Asked Questions (FAQ)

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

1. Booking

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.

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2. Arrival and Departure

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

Check-in starts at 4pm on arrival day. You can, however, arrive early – from 1pm – to enjoy the hotel facilities. In the event where your is available before 4pm, we’ll be pleased to hand you the keys as soon as possible.

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. You can, however, stay on location and enjoy the hotel facilities until 1pm.

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

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.

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3. Policies

Credit Card

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About 24h to 48h before your arrival, a pre-authorized fee of $100 will be withdrawn from your credit card.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.

Payment of your hotel room

At your arrival, the total amount of your room will be withdrawn, either from your credit card, by Interac or must be paid in cash.

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?

When the hotel room has been paid for with a credit card at arrival, an additional pre-authorized fee of $100 will be withdrawn from your credit card.

Upon departure, the pre-authorized withdrawal will be reversed or completed with the total amount of your expenses during your stay.

***Note: there is a 5 to 10 business days delay for the reversal of pre-authorized payments.***

If the hotel room has been paid for in cash or through Interac at arrival, a $100 fee or more, depending on the number of nights and type of room booked, will be asked for.

Upon departure, following an inspection of your hotel room, the security deposit will be refunded with the initial payment method, full or in part, depending on the services used.

Requested ID

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

Yes. If your room is being paid for in cash or with Interac.

During the registering process, a driver’s licence or a valid passport will be necessary. Presenting ID is mandatory, or the room cannot be rented.

Preferred Rate

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

Yes. Federal government employees, to which military personnel belongs, can benefit from a preferred night-rate. To obtain the preferred rate, guests must provide a proof of employment upon check-in.

Cancellation

What is the hotel’s cancellation policy?

Please note that every reservation guaranteed by credit card is subject to a cancellation policy that vary according to the season, the package and the room type selected.

From June 1st to October 31st and from December 21st to January 5th, every reservation must be modified or cancelled before 11 am on the day before the arrival. Otherwise, a penalty equivalent to the total amount of the first night of the stay (taxes included) will be applied and charged on the credit card on file and the rest of the stay will be cancelled. If you have a group rate, a corporate rate, a government rate or a special rate agreement, please refer to your contract or to the person in charge to know your cancellation policy.

Every reservation of the Old Quebec Luxury Studio with King Size Bed and Panoramic City View (#14) or the Earned relaxation Package must be modified or cancelled within 48 hours before the day of arrival. For example, for an arrival on June 5th, you have until June 3rd at 11 am to cancel. Otherwise, a penalty equivalent to the total amount of the first night of the stay (taxes included) will be applied and charged on the credit card on file and the rest of the stay will be cancelled. If an Earned relaxation Package booking is cancelled outside of the cancellation policy, care fees included in the package will also be charged on the credit card on file.

For any other period of the year not mentioned above, every reservation must be modified or cancelled before 11 am on the day of the arrival. Otherwise, a penalty equivalent to the total amount of the first night of the stay (taxes included) will be applied and charged on the credit card on file and the rest of the stay will automatically be cancelled.

*** This policy doesn’t apply to prepaid and non-refundable reservations ***

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.

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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.

Pool

What are the swimming pool opening hours?

The swimming pool is open Monday to Friday, from 8am to 10pm, as well as Saturday and Sunday, from 9am to 10pm. Adult-only, every day, from 9pm to 10pm.

Is the swimming pool heated?

Yes. The swimming pool is heated; the water’s temperature is 80 °F.

Are pool towels provided?

Yes. Towels are available at 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 can bring pool games and swimming floats to the pool.

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.

Hot Tub

What are the hot tub opening hours?

The hot tub is open Monday to Friday, from 8am to 10pm, as well as Saturday and Sunday, from 9am to 10pm. Adult-only, every day from 9pm to 10pm.

What is the hot tub temperature?

The hot tub is heated at 100°F.

Are children allowed in the hot tub?

ONLY children aged 6 and over are allowed in the hot tub. Adult supervision is required at all times for children under 12.

Sauna

What are the sauna opening hours?

The sauna is open every day from 6 am to 10 pm. The sauna is located within the fitness room.

Are children allowed in the sauna?

No; sauna access is reserved to guests aged 16 and over.

Parking

Are there parking fees?

Yes. The indoor parking lot is a pay parking. The daily fee is $20.50 +tx or $26 +tx with valet service.

What is the height of the indoor parking lot?

The indoor parking lot has a height of 6’4. For bigger vehicles, another parking lot ($) is located near the hotel.

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6. Services

Restaurant Beffroi Steak House

Do I need to make a reservation to eat at the restaurant?

No, reservations are not mandatory. However, they’re highly recommended on weekends as well as during holidays, holiday season, spring break and summertime.

What are the restaurant opening hours?

Sunday from 7am to 10pm
Monday to Wednesday from 6:30am to 10pm
Thursday and Friday from 6am to 11pm
Saturday from 7am to 11pm

Is room service available?

Yes, room service is available daily, from 7am to 10pm.

How can I reach the restaurant?

You can reach the restaurant by dialling 418-380-2638 or by visiting beffroisteakhouse.com.

Is there a continental breakfast included?

There is no continental breakfast included. However, the restaurant offers a delicious à la carte breakfast menu as well as breakfast buffets on special occasions such as holidays and holiday season.

What are the restaurant’s menus?

The restaurant offers a breakfast menu every day from the opening to 11:30am.
From Monday to Friday, the restaurant offers a “Menu of the Day” served from 11:30am to 2pm – ask for the loyalty card and get the eleventh meal for free!
Starting at 4pm every day, the restaurant offers a delicious evening menu featuring an impressive wine list.
A snack menu is offered at lunchtime and in the evening.

Le Fou du Roy Bar

What are the bar opening hours?

  • Monday: 4 pm to midnight
  • Tuesday: 4 pm to midnight
  • Wednesday: 4 pm to midnight
  • Thursday: 4 pm to midnight
  • Friday: 4 pm to 2 am
  • Saturday: 1 pm to 2 am
  • Sunday: 4 pm to midnight

Are children allowed inside the bar?

No. Only guests aged 18 and over are allowed inside the bar.

Can I order food at the bar?

Yes. You can order food at the bar.

Can I order alcoholic beverages at the pool?

Yes. Room service is available daily, from the opening of the bar until 10 pm.

Massage Therapy

Is there a massage therapy service available?

Yes. A massage therapy service is available. Ask the front desk for further detail about this 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. Please note, however, that in the common areas, the Internet access is limited to 30 minutes per device.

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7. Activities

Activity schedule

Where can I consult the hotel’s activity schedules?

Special activities are offered to kids during holiday season and spring break only.

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8. 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?

No. Packages and their features can’t be modified nor substituted.

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9. Location

Itinerary

How do I get to the hotel?

See the map

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