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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
  10. Lost items

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?

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 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.

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About 24h to 48h before your arrival, a pre-authorized fee of $100 will be withdrawn from your credit card.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

Any individual reservation guaranteed by credit card must be modified or canceled by 4:00 p.m. the day before arrival for hotel rooms and 48 hours before the day of 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.

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 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.

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.

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.

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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 every day according to the schedule indicated at the following link: Swimming pool schedule.

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 every day according to the schedule indicated at the following link: Hot tub schedule.

What is the hot tub temperature?

The hot tub is heated at 100°F.

Are children allowed in the hot tub?

ONLY children aged 7 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 8 am to 8 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. Indoor parking at the hotel is subject to charges.

  • $24 + TX per day

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?

Yes, reservation is required.

What are the restaurant opening hours?

The restaurant is open according to the schedule indicated at the following link: Restaurant schedule.

Is room service available?

Yes, room service is available according to the schedule indicated at the following link: Room service schedule.

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, a special menu for room service and also the à la carte menu valid in the dining room (reservation required). Reservation required at #2638.

What are the restaurant’s menus?

Starting at 4:30 pm every day, the restaurant offers a delicious evening menu.

Le Fou du Roy Bar

What are the bar opening hours?

The bar is open according to the schedule indicated at the following link: Bar schedule.

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.

Is it possible to have drinks delivered to the room?

Yes. It is possible to do this during the restaurant’s room service opening hours and until 11:00 p.m. on Dinner & Show evenings.

Can I order alcoholic beverages at the pool?
Yes. It is possible to do this during the opening hours of the room service of the restaurant.

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.
A minimum of 24 hours notice is required to request a quote from the service provider.

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.

Baby crib rental

Do you provide a baby crib rental service?

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

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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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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

Lost declaration form

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HPR-CITQ : 160705