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.

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. 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.

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3. Policies

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?

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 The security deposit can be withdrawn on a credit card or paid in cash.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.

Requested ID

Is an ID required upon check-in?

Yes,a valid driver’s licence is requested upon check-in.

Credit Card

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 equal to the cost of the reservation 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.

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.


What is the hotel’s cancellation policy?


Any individual reservation guaranteed by credit card must be modified or canceled before 11:00 AM on the day of arrival for hotel rooms and 48 hours before the day of arrival for suites. 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.

This policy is not applicable for prepaid and non-refundable reservations.

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.


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


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 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 9:15pm to 10pm. Please note that the pool opening hours are subject to change without notice.

Is the swimming pool heated?

Yes, the swimming pool is heated; the water’s temperature is 84 °F.

Are pool towels provided?

As a matter of convenience given the large number of guests, we recommend you to bring the towels provided in your room to the pool. 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 to 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.

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 9:15pm to 10pm.

Are children allowed in the hot tub?

Yes; children aged 7 and over are allowed in the hot tub. However, adult supervision is required at all times.


What are the sauna opening hours?

The sauna is open every day from 6am to 10pm.

Are children allowed in the sauna?

No; the sauna access is reserved to guests aged 18 and over.


Are there parking fees?

No; the hotel provides free indoor and outdoor parking spaces for guests and Ginger restaurant customers.

What is the height of the indoor parking lot?

The indoor parking lot has a height of 6’2.

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6. Services


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?

Thursday to Friday, from 6:30am to 3am
Saturday to Monday, from 6am to 3am

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 on special occasions such as holidays and holiday season.


Does the hotel offer a babysitting service?

Yes, a babysitting service is available upon request. The babysitting service is provided by a third party named Garde d’Amis. If you plan on using this service throughout your stay, we recommend you book the babysitter a few days prior to your arrival. You can reach the babysitting company by dialling 418-999-9585.

DVD Rental

Does the hotel offers a DVD rental service?

No, the hotel does not offer a DVD rental service.

Internet Access

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.

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7. Activities

Activity schedule

Where can I consult the hotel’s activity schedules?

The hotel’s activity schedules are displayed inside the elevators, at the pool entrance and at Ginger restaurant. The activity schedules are also handed to you upon arrival.

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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


How do I get to the hotel?

See the map

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HPQ-CITQ : 027462