Frequently Asked Questions (FAQ)

  1. Booking
  2. Arrival and Departure
  3. Policies
  4. Rooms
  5. Facilities
  6. Services
  7. Packages
  8. Location
  9. 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 prior to the departure date and approved by a member of our staff.

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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 The security deposit can be withdrawn on a credit card or paid in cash.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 4:00 p.m. the day before your 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 or certain packages. Please refer to the conditions and restrictions specific to your package.

IMPORTANT note: All single reservations must be modified or cancelled within 48 hours prior to the day of arrival on the following dates:
– December 22, 2022 to January 7, 2023 included;
– February 24, 2023 to March 11, 2023 included;
– July 1, 2023 to September 4, 2023 included;
– December 22, 2023 to January 7, 2024 included;

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.

In case of no-show on the expected day of arrival: the amount of the first night is fully charged, and the remaining nights are automatically cancelled.


Are pets allowed in the rooms?

No. Pets are not allowed in the rooms. Only Mira certified dogs are allowed.

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4. Rooms

Does the hotel offers connecting rooms?

Yes. The hotel offers three connecting rooms. These rooms connect with the Nuptial, Polynesian and Empire Suites.

Refreshment of the rooms:

Housekeeping is available upon request only for stays of 4 nights or more.

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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.

Swimming 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 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?


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. Wwimming diapers can be worn in the pool.

Hot Tub

What are the hot tub opening hours?

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?

  • 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 outdoor parking spaces for guests and Les Palmes restaurant customers.

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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.

To make a reservation, call 418-872-9991 #4300

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 Saturdays and Sundays, and on special occasions such as public holidays and the holiday season.

For further details:

What is the difference between the breakfast, the breakfast buffet and the brunch?

The à la carte breakfast is served at the table while the breakfast buffet is a self-service formula including breakfast items only. The Brunch is also a self-service formula offering breakfast, lunch and dessert items.


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 (Wifi)

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.

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7. 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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8. Location


How do I get to the hotel?

See the map

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9. 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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HQI-CITQ : 068445