GOVERNMENT-ISSUED PHOTO ID: Please note that we will not check in guests without a valid photo ID. But, as we have kept the suite for you, we will still have to charge you for one night's stay.
GENERAL CANCELLATION POLICY: For those booking three nights or less, we have a 24-hour cancellation policy. This means that you must let us know before 6 pm the day before your arrival if you need to cancel, otherwise, you will be charged for one night.
For those booking four nights or more, a two-week cancellation policy (by 6 pm) applies, after which no refund will be given. A deposit is also required, as mentioned above in the Long-Term Stay Policy.
CREDIT/DEBIT: Please note we do not accept Credit/Debit cards (such as a Visa Debit) to hold reservations. Even if your confirmation goes through it will not be valid. Please cancel your reservation and make another with a valid credit card.
LATEST TIME OF ARRIVAL / NO-SHOW POLICY: If you do not arrive by the latest time of arrival that you have given us, your reservation will be cancelled and your credit card will be charged for one night's stay. You can call us any time to change your latest check-in time if you think that you are going to arrive later.
PRE-AUTHORIZATION: We pre-authorize your credit card on your day of arrival for one night’s stay. Should the pre-authorization be declined, your reservation will be cancelled.
EARLY CHECK-OUT POLICY: Once you have checked in, there is no refund for weekly, bi-weekly and monthly rates. For daily rates, there is a 50% refund for every day following, but not including, the day on which we are informed (by 6:00pm) that you are leaving.
METHODS OF PAYMENT: Payment is made at the time of check-in with either Visa, Mastercard, American Express. A credit card is required for incidental charges.
Please note that if you would like to pay with cash or debit, payment needs to be made at our downtown location, 791 Pandora Avenue.) We do accept American dollars, but no denominations larger than a $20 bill, please!
CHECK-IN: Please check-in from the lobby by calling 250-385-1789. Guests will be sent a key code for the front door in advance of their arrival, which gives access to the front lobby. Feel free to use the phone in the lobby, or your own cell phone. If by chance we miss your call, please phone us back right away. Once we are connected we will initiate a ZOOM Video Meeting on our lobby tablet, which will be recorded as part of our remote check-in procedure. We look forward to speaking with you! Check-in time is 4:00 pm.
We will then charge the card on file for the full amount of the reservation, or if a different credit card is to be used, guests should provide it at that time.
(Please note that if you would like to pay with cash or debit payment needs to be made at our downtown location, 791 Pandora Avenue.)
LONG TERM STAY POLICY: A 50% deposit of the total room rate is required for anyone who wishes to stay at the Suites for four nights or more. Please note that this 50% deposit to be paid via PayPal with a 2 week cancellation policy. The property will contact you shortly after the booking has been finalized to arrange this.
GUESTS’ VISITORS: Please note that due to COVID-19 gatherings are limited to 5 people, in addition to occupants.
CHECK-OUT: Check-out time is 11 am.
EXTRA BEDS IN ROOMS: Roll-away beds are available for free, but must be requested in advance, and are subject to availability. A crib and a high chair are available upon request for infants at no extra charge.
Please note all of our Garden Suites have a roll-out couch.
MINIMUM AGE: All guests must be at least 18 years of age, or accompanied by an adult.
KIDS STAY POLICY: Kids 11 years of age or younger stay for free. A child can either stay on the fold-out couch or we can bring in a roll-away bed for free for the child. Cribs and high-chairs are available. Note: roll-away beds, cribs, and high chairs must be requested in advance, as we have a limited number.
CURRENCY: Prices are in Canadian dollars, and do not include tax. To convert our prices into other currencies, use an online currency converter.
PET POLICY: There is a charge for guests who wish to bring their pets with them to the Suites. These include any sized cat or dog–check with us for other pets! Your pet must be house trained and clean. If you wish to bring more than one pet please let us know. Certified Assistance dogs are excluded from this charge.
