GOVERNMENT-ISSUED PHOTO ID: Please note that before we can remotely check you in by sending you the code to your suite, we require a copy of your government-issued photo ID emailed to email@example.com. Please send it to us as soon as possible, no later than three days prior to your arrival. We are unable to check-in guests without a valid photo ID. However, as we have reserved the suite for you, you will be charged according to our cancellation policy.
PAYMENT: We accept Visa, Mastercard, American Express. A credit card is required for incidental charges.
The card on file will be charged in full the day prior to your arrival. If you would like to pay using a different method, please let us know ahead of time. Once we have received a copy of your ID and payment has been processed, you will be emailed the door code to your suite.
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!
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 50% deposit is required, no later than two weeks before arrival. A two-week cancellation policy (by 6 pm) applies, after which no refund will be given. The property will contact you three weeks prior to your arrival to arrange this.
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.
Please note that a valid credit card is required to stay at the Suites.
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.
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.
CHECK-IN: Check-in time is 4:00 pm.
LONG TERM STAY POLICY: If you reserved a Garden Suite for more than 3 nights, a 50% deposit is required no later than 14 days prior to arrival. A two-week cancellation policy (by 6 pm) applies, after which no refund will be given. A paypal invoice will be sent in advance a few weeks prior to arrival.
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 fold-out sofa.
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. 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.
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.