NEW POLICIES & SAFETY PROTOCOLS

Book Worry Free

Book Worry Free


Whistler offers an array of lodging options including luxury hotel suites, family friendly townhomes, and private vacation rentals. Many of these properties including our Whistler Blackcomb managed properties are offering guests increased booking flexibility and enhanced safety protocols for your peace of mind. New flexible booking policies allow you to easily adjust or cancel your reservation if your travel plans change. In addition, many properties have implement enhanced safety policies and procedures, including enhanced cleaning measures, strict personal hygiene protocols and updated operating procedures. Please see below for more information about specific properties. Disclaimer: Policy and safety protocol details on this page are valid as of the date listed for each property. For further details please consult your Travel Consultant or Booking policies during the online booking process.

(Updated August 5, 2020)


NEW FLEXIBILITY FOR YOUR NEXT ADVENTURE


$0 deposit and free cancellations for reservations arriving now through December 17, 2020* plus more flexible deposit and cancellation policies for winter arrivals.

Get your mountain escape on the books with a no-pressure booking policy and rates from $185/night. Rest assured if plans change, we’ve made them easy to adjust or cancel.



CANCELLATION POLICY ONE:


For Stays June 1, 2020 - December 17, 2020

DEPOSIT: $0 Deposit
FINAL PAYMENT: Full and final payment is due 48 hours prior to arrival, at which time the reservation is non-refundable and non-changeable.
CANCELLATION: Reservations cancelled at least 48 hours before arrival are fully refundable. Any changes made to a reservation within the 48 hour window are non-refundable and non-changeable.


For Stays December 18, 2020 - January 2, 2021

DEPOSIT: 10% Deposit, non-refundable
FINAL PAYMENT: Full and final payment is due 45 days prior to arrival, at which time the reservation is non-refundable and non-changeable.
CANCELLATION: Reservations cancelled outside 45 days of arrival are subject to forfeiting the deposit. Any changes made to a reservation within the 45 day window are non-refundable and non-changeable.


For Stays January 3, 2021 - April 18, 2021

DEPOSIT: $49 Deposit, non-refundable
FINAL PAYMENT: Full and final payment is due 21 days prior to arrival, at which time the reservation is non-refundable and non-changeable.
CANCELLATION: Reservations cancelled outside 21 days of arrival are subject to forfeiting the deposit. Any changes made to a reservation within the 21 day window are non-refundable and non-changeable.

Your payment constitutes acceptance of these terms and conditions.


Covid-19 Policies & Procedures


SAFETY & CLEANING: At Lodging Ovations we are deeply committed to the health and wellbeing of our Owners, Guests, Employees and our local Community. Closely following guidance from Federal, Provincial, and Local Health Officials, aligning best practices with our industry cohort, and building upon our own substantial brand strengths, our dedicated team of hoteliers have worked hard to implement comprehensive processes, including enhanced cleaning procedures, strict personal hygiene protocols and a long list of updated operating procedures where safety will always eclipse efficiency.  

ARRIVAL: Check in time 4pm
We are currently unable to support early check in times due to timing restrictions between reservations and additional cleaning protocols in place.
   
DEPARTURE: Check out time 11am
We are currently unable to support late check out times due to timing restrictions between reservations and additional cleaning protocols in place.
   
CHECK-IN: Check-in Please follow signage, floor markers and new protocols to support physical distancing while checking-in. We are requesting only one member of your group check-in at the Front Desk. If additional guests will be arriving separately, please obtain key cards and parking pass at check-in for your guests.
Know before you go: Wear a mask, know your license plate, have your booking credit card available.
   
AMENITIES:
Pool, Hot Tub, Outdoor Patios: Limited access available, 100% subject to availability. Max occupancy 20/14 people at one time (will vary by property). 90 minute time slots available, followed by 30 minute housekeeping periods. Confirmation required, booking process confirmed upon arrival (same day bookings only).

Legends Whistler: Operating hours 11am - 7pm. Max capacity 20 people.
Evolution Whistler: Operating hours 12pm - 8pm. Closed Thursday/Friday. Max capacity 14 people.
First Tracks Lodge: Operating hours 11am - 7pm. Max capacity 14 people.

PLEASE NOTE: We are experiencing extremely high demand for the pool decks and with the additional operational restrictions we are unable to meet all guest requests. Please be aware you may not have the opportunity to access the pool decks during your stay.

BBQ ACCESS:
Limited access available, bookings required, 30 minute time slots available. Booking process confirmed upon arrival (same day bookings only).

OTHER AMENITIES: 
CLOSED - Fitness room, Sauna, Steam room, Movie room, Games room - CLOSED

LOBBY: Lobby areas and public washrooms are closed to avoid additional public contact and loitering.
   
IN-SUITE: Non-essential items have been removed including: decorative pillows, bed runners, and spare blankets in closet, all magazines, guest directory, pen/notepad, coasters, phone book, oven mitts, paper towel holder Juice Jugs, Small water glass and plastic cups.
Pull Out Sofa: Linens to be requested in advance of arrival. Additional bedding has currently been removed.
Many additional inventory items will be removed from the suites to avoid having to discard after each use even if it seems un-used or un-touched. Items to include but not limited to: Paper towel, coffee, tea, sugar packets, additional soap/shampoo, etc. These will be provided upon request. These are available upon request while in house.
   
GUEST REQUESTS: Crib, Highchair, additional blankets etc. Please submit all request a minimum of 72 hours prior to arrival to ensure all safety protocols can be followed. Please email loreservations@vailresorts.com including all booking and personal request details.
   
HOUSEKEEPING: Daily housekeeping will not be provided during this time.
   
 

(Updated August 10, 2020)


Deposit and Cancellation Policies



Written Deposit Policy:

NEW Deposit Policy (Year-Round):

- 25% of your reservation is due upon booking and is non-refundable.
- Balance Due 14 days prior to arrival and full amount if non-refundable at this time.


COVID-19 Policies and Procedures


Currently the Greystone Lodge has no common area facilities open. That includes the pool, hot tubs, common bathrooms, and laundry area.

Front desk is closed and remote check-in is how information is delivered. This may change based on occupancy and again BC Health Authority recommendations.

We are cleaning units based on the BC CDC and Health Authority. Our rooms are empty for 48 hrs prior to cleaning. Rooms are then cleaned and sanitized based on the BC Health Authority recommendations by a professional housekeeping service.

This book-ends the reservations with 48 hours to protect both guests and housekeeping staff.

Pool access is based on a reservation basis until further notice. Guests will receive updated information upon check-in.The pool and hot tubs are open from 10am to 10pm. We are limited to 10 people on deck (in/out of the pool) at one time to a max of 1 hour each.

There is a Covid tracing sign up sheet on the pool desk for guests to fill out when they arrive at the pool along with hand sanitizer to use after they sign up. All guests are asked to rinse off in the showers before entering the pool if possible.

(Updated June 26, 2020)


Deposit and Cancellation Policies


SUMMER SEASON: June 1, 2020 - November 19, 2020
- Payment of the first night taken as a deposit at time of booking. Remaining balance (if any) taken 48 hours before arrival.
- Cancellations outside of 48 hours will forfeit deposit. Cancellations inside of 48 hours will forfeit full payment.

WINTER SEASON: November 20, 2020 - December 17, 2020 and January 4, 2021 - April 25, 2021
- Payment of the first night taken as a deposit at time of booking. Remaining balance (if any) taken 7 days before arrival.
- Cancellations outside of 7 days will forfeit deposit. Cancellations inside of 7 days will forfeit full payment.

FESTIVE SEASON: December 18, 2020 - January 3, 2021 * Minimum of 5 nights stay during this period*
- 50% payment of the total stay amount taken at time of booking as a deposit. At the time of booking. Remaining Balance taken 30 days before arrival.
- Cancellations outside of 30 days for full refund. Cancellations inside of 30 days will forfeit full payment.


Covid-19 Policies and Procedures


On behalf of the entire Adara Hotel family, we are ready to welcome you back and are fully prepared to provide a safe and healthy environment and experience. We have developed and implemented comprehensive procedures, strict personal hygiene protocols, and a long list of procedures necessary to mitigate any possible risk of this virus. Every decision we have made is based on one simple premise: Do whatever it takes to protect our team members, guests, and our local community! Whistler is doing its part to ensure a safe place for our valued visitors and following all of the guidelines set out by the provincial government. that the foundation of service is putting the safety and comfort of our guests first.

(Updated July 21, 2020)


Deposit and Cancellation Policies



Written Deposit Policy:

NEW Deposit Policy (Year-Round):

- 25% deposit of the total is taken at the time of booking and is non-refundable.
- The remaining balance will be applied 45 days prior to arrival and is non-refundable.


COVID-19 Policies and Procedures


Aspens pool restrictions in place: Pool access is based on a reservation basis until further notice. Guests will receive updated information upon check-in. Access is limited to 30 minute time slots which have to be booked on the day of directly with the pool host at the pool. Max 10 people at a time. Open 12pm-8pm

(Updated July 21, 2020)


Deposit and Cancellation Policies


WRITTEN CANCELLATION POLICY:

Summer 2020 Booking and Cancellation Policy until September 30, 3030:
Balance is due, in full, 7 days prior to arrival and is nonrefundable at that time.


Fall/Winter 2020/2021 Booking and Cancellation Policy October 1, 2020 - April 30, 2021:
Reservation Deposit - A 25%, non-refundable deposit is required at time of booking. Full payment is automatically processed 14 days prior to arrival and full amount becomes nonrefundable at that time.



Covid-19 Policies & Procedures


Many vacation rentals offer contactless check-in and check-out options via keypad, smartphone app, and/or dropboxes.

We have also expanded our already strict cleaning protocols to take extra precautions to guarantee guest safety during their stay.

Aspens pool restrictions in place: Pool access is based on a reservation basis until further notice. Guests will receive updated information upon check-in.

Access is limited to 30 minute time slots which have to be booked on the day of directly with the pool host at the pool. Max 10 people at a time. Open 12pm-8pm

(Updated July 10, 2020)


Deposit and Cancellation Policies


Written Deposit Policy:

June 1, 2020 – December 14, 2020
Deposit of the full amount is charged at the time of booking.

December 15, 2020 – April 18, 2021
Deposit of one night is required at time of booking. Final payment is required 21 days prior to arrival.

April 19, 2021 – November 25, 2021
Deposit of the full amount is charged at the time of booking.

November 26, 2021 – April 18, 2022
Deposit of one night is required at time of booking. Final payment is required 21 days prior to arrival.


COVID-19 POLICIES & PROCEDURES


In the words of our Provincial Health Officer Dr Bonnie Henry Be Calm, Be Kind, Be Safe.

As we reopen our hotel and introduce procedures and protocols our commitment is to constantly update and share our guidance to ensure our guests are well informed and ready for a great trip to Whistler.

Reservations and pre-arrival - expect increased communication so you know what to expect when you arrive

Deposit and Cancellation policy - policies are relaxed so you can book with confidence Arrival and departure- new procedures to minimising physical contact and get you to your suite faster

Hotel operations - increased physical distancing and new procedures for common areas, BBQ area and pool access

Clique Clean - enhanced cleaning and housekeeping protocol throughout the hotel. We have developed the Clíque Clean and Clíque Confident initiatives, which include protocols developed following the guidance of the BC Ministry of Health, BC Center for Disease Control, Vancouver Coastal Health, Alberta Health Services, and local health and government authorities. Enhanced hands-on training and a formal audit program ensure initial and continued compliance.

- Your Suite has been cleaned thoroughly. It was left empty for a minimum of 48 hours in between guests.
- Remote controls, light switches and all high touch points have been disinfected
- Maximum occupancy in elevators is three guests, unless they are in the same party, then it is suggested that the entire party ride at the same time Hand sanitizer is available in your Suite. Additional bottles are available for purchase at Guest Services
- Hand sanitizer or sanitizing wipes stations are available outside elevators and in the lobby
- Housekeeping service is not available during your stay. If amenities or items are needed, please dial “0” to be delivered to your door
- Social distancing is highly recommended.
- Hot Tubs maximum occupancy is 5 guests
- Exercise Room, BBQ and Ping Pong table use requires reservations, and time is limited to 45 minutes maximum. Open 10am to 9pm.
- BBQing on decks is strictly forbidden
- Express check out is highly encouraged. Please leave your keys on the kitchen counter or drop them in the “Used Keys” box in Front Desk.
- Call Guest Services to verify email to send your folio
- To ensure proper time in between guests and for the safety of our housekeeping team, late check outs are not available. Please ensure to vacant your Suite by 11 am Our Team has been trained to maintain social distancing and on updated disinfecting protocols To enable screen reader support, press Ctrl+Alt+Z To learn about keyboard shortcuts, press Ctrl+slash

(Updated July 13, 2020)


Deposit and Cancellation Policies



WRITTEN DEPOSIT POLICY:


JULY 10, 2020 – NOVEMBER 21, 2020: (SUMMER/FALL)
• A non-refundable deposit of 1st night’s room and tax will be charged at the time of booking.
• The remaining balance will be charged 2 days prior to arrival and is non-refundable.
• If booking is made inside of 2 days, the full amount will be applied at the time of booking and it will be non-refundable.

NOVEMBER 22, 2020 – DECEMBER 6, 2020: (WINTER)
• A non-refundable deposit of one night's room and tax will be charged at the time of booking.
• The remaining balance will be charged 30 days prior to arrival and is non-refundable.
• If booking is made inside of 30 days, the full amount will be applied at the time of booking and it will be non-refundable

DECEMBER 7, 2020 – JANUARY5, 2021: (FESTIVE)
• A non-refundable deposit of one night's room and tax will be charged at the time of booking.
• The remaining balance will be charged 60 days prior to arrival and is non-refundable.
• If booking is made inside of 60 days, the full amount will be applied at the time of booking.

JANUARY 6, 2021 – APRIL 26, 2021: (WINTER)
• A non-refundable deposit of the 1st night's room and tax will be charged at the time of booking.
• The remaining balance will be charged 30 days prior to arrival and is non-refundable.
• If booking is made inside of 30 days, the full amount will be applied at the time of booking and it will be non-refundable.

(Updated August 4, 2020)


Deposit and Cancellation Policies


RESERVATIONS: The Crystal is committed to providing guests with flexible booking options.

WRITTEN CANCELLATION POLICY:

*One night refundable deposit is processed at the time of reservation.
*Full non-refundable payment will be processed 2 days prior to arrival.
*All reservations or individual nights cancelled within 2 days of arrival will be non-refundable.
*All payments are processed in Canadian Dollars.


WRITTEN DEPOSIT POLICY:

*One night refundable deposit is processed at the time of reservation.
*Full non-refundable payment will be processed 2 days prior to arrival.
*All reservations or individual nights cancelled within 2 days of arrival will be non-refundable.


Covid-19 Policies & Procedures


Our team understands you may be experiencing concern given the rapidly changing travel notifications around the world, at this time, due to the Coronavirus (COVID-19). Our team is following the guidance from Health Canada and the Resort Municipality of Whistler.

We believe that mountain travel helps guests connect with nature, revitalize their sense of adventure, and create unforgettable experiences with family and friends. The Crystal believes in creating Awesome Whistler Experiences for all of our guests and at our core is the safety and security of our loyal guests.

We remain committed to providing our guests with flexible booking options. Given these unique circumstances, we have made a change to our winter booking policy in order to give our guests peace of mind. We will waive change fees or offer full-refunds to all guests affected by government-issued travel restrictions.

Providing a safe and clean environment for our guests and team is always a priority for the Crystal Lodge – even more at this time. We remain committed to upholding the highest standards of cleanliness to ensure you feel at ease when you visit the Crystal.

During this difficult time we are thinking about all of the families which have stayed with us over the years, the individuals whom planned ski holidays in Whistler, and our partners around the world. Our thoughts are with all those affected by novel Coronavirus and we have faith that the actions taken by governments around the world will help to curb the spread of this virus.

SELF ASSESS: The Crystal will reach out via email and text prior to your arrival to help you self assess whether you, or a member of your travel party, belong to a group of high-risk individuals for COVID-19 exposure. If so, we request that you delay your travel plans as the Crystal is unable to permit high-risk individuals to check-in. This is to ensure the safety of our fellow guests and team members.

If you are unsure of how to assess yourself for COVID-19 symptoms please visit the BC Self Assessment Tool https://bc.thrive.health/covid19/en.

All guests will be sent a COVID Health Declaration form approximately 24 hours prior to arrival that they are to sign and return to the hotel prior to their arrival.

PUBLIC SPACE: Space: Social Distancing markers, reminding everyone to stay 6ft/2m away from each other will be visible through the lobby. Employees will also support guests in practising social distancing.

Beyond one person from each travel party, other guests will be asked to remain in their vehicle during check-in.

There is a 3-person maximum capacity in each elevator car.

Hand sanitizer dispensers are available in the hotel lobby, all elevator foyers, and various other common areas.

Guests will be supplied with a complimentary bottle of hand sanitizer spray in their rooms.

Signage is provided throughout the hotel regarding fundamental hygiene tips.

High touch point areas are disinfected frequently including but not limited to: front desk and lobby surfaces, common area doors and door handles, ATMs, elevator buttons, interior and exterior stair and walkway handrails, guestroom doors, and all seating areas.

Public washrooms are cleaned every 2 hours. Paper towel is provided as an option to all bathrooms as well as Dyson hand dryers. Foot door openers are provided on Public Washroom doors.

GUEST SERVICES: A plexiglass barrier has been installed at the front desk to promote safety and physical distance. Front Desk Agents are required to wear gloves and masks when not behind the plexiglass barrier.

In addition to the Health Declaration, a Registration card is required to be completed. Guests are requested to place their ID and credit card face up on the desk, during check-in.

Until further notice The Crystal will not accept cash for payment for guestrooms or hand out loose change for laundry.

All room keys are sanitized regularly.

We encourage guests to communicate with Guest Services via text, phone or email, prior to arrival, to organize activities, restaurant reservations, or any special items.

A welcome letter will be provided upon arrival explaining cleaning procedures, amenities available upon request, and protocols in public spaces.

Express check-out is available upon departure.

GUESTROOM: All rooms are fully cleaned and disinfected after every use. This includes yet not limited to: tables, chairs, cords, surfaces, doors, door handles, remotes, alarm clocks, light switches, phones, pens, major bathroom surfaces and amenities, drapes, dishes, in-room safes, iron and ironing board.

All single-use items, such as Kleenex, toilet paper, amenities including remnants, are discarded.

All guestrooms contain individual circuit heating and air-conditioning units.

Vacuum’s are equipped with HEPA filters.

All rooms will not be accessed for 48 hours after a guest departs.

Daily Housekeeping is suspended until further notice. When you require additional towels or garbage removal during your stay please contact Guest Services for assistance.

Amenity Kits are available via Guest Services, containing clean towels, toilet paper, garbage bags, sheets, etc.

All mini-bar items have been removed at this time.

POOL & HOT TUB: The Pool and Hot Tub may be used after a reservation is made with the Front Desk.

Open: 9am - 10pm  |  Max 10 ppl, 1 hour maximum for guest

Pool reservations are a maximum of one hour per guestroom, and back-to-back reservations are not permitted. Guests can book for the day of and next day.

Social Distancing of 6 ft/2m is encouraged in the Pool area.

Outdoor lounge chairs and hard surfaces will be disinfected between each reservation.

Hand sanitizer dispensers are available in the pool area. Clean and sanitize every hour.

FITNESS FACILITY: The Fitness Facility is closed until further notice.

The Sauna is closed until further notice.

MEETINGS: Keep it intimate at The Crystal. Our Emerald room can comfortably host a maximum of 15 people in a spacious manner.

The room layout will be set up to promote physical distancing.

Gloves and masks will be worn by employees servicing an event.

VALET SERVICES: Valet Parking is currently not available.

Bike Valet service is provided by employees wearing gloves and masks.

Ski Valet service is provided by employees wearing gloves and masks.

Storage room frequently disinfected.

EMPLOYEES: Crystal Lodge Employees are required to perform a health self assessment each day, before their shift, and are also subject to frequent temperature checks.

The Crystal has communicated to each employee that they are not to work if they are ill.

Gloves and masks are supplied to employees and to be worn as needed by department.

Physical Distancing is enforced in all common and staff areas.

Hand Sanitizer and cleaning solution is provided to all employees.

COVID-19 related training and procedures has been provided to all employees.

No employee is permitted to enter a guestroom when a guest is within the room.

Safety signage and protocols is posted in employee areas to help enforce good hygiene and social distance.

The Crystal Lodge has implemented the above sampling of safety protocols to help keep you safe during your travels. This page is not meant to be all-inclusive of every protocol we are taking and be assured that our team is implementing additional procedures as required by Health Canada and government authorities. We hope this assures you that when you are ready to travel The Crystal is ready to welcome you to Whistler with arms wide open.

(Updated July 27, 2020)


Deposit and Cancellation Policies



WRITTEN CANCELLATION POLICY:

WINTER: January 5 - April 18, 2020; November 26 - December 18, 2020; January 3 - April 17, 2021
Cancellations made more than 21 days prior to arrival will not incur a penalty. If cancelled or modified inside 21 days prior to arrival, the full room & tax is non-refundable. No-shows and early departures will be charged the full deposit.

FESTIVE PERIOD: December 19, 2020 - January 2, 2021
Cancellations made more than 60 days prior to arrival will not incur a penalty. If cancelled or modified inside 60 days prior to arrival, the full room & tax is non-refundable.No-shows and early departures will be charged the full deposit of full room & tax as a penalty.

SUMMER: April 19 - November 25, 2020; April 18 - November 24, 2021
Cancellations made more than 72 hours prior to arrival will not incur a penalty. If cancelled or modified inside 72 hours prior to arrival, the full room & tax is non-refundable. No-shows and early departures will be charged the full deposit.


WRITTEN DEPOSIT POLICY:

WINTER: January 5 - April 18, 2020; November 26 - December 18, 2020; January 3 - April 17, 2021
Cancellations made more than 21 days prior to arrival will not incur a penalty. If cancelled or modified inside 21 days prior to arrival, the full room & tax is non-refundable. No-shows and early departures will be charged the full deposit.

FESTIVE PERIOD: December 19, 2020 - January 2, 2021
Cancellations made more than 60 days prior to arrival will not incur a penalty. If cancelled or modified inside 60 days prior to arrival, the full room & tax is non-refundable.No-shows and early departures will be charged the full deposit of full room & tax as a penalty.

SUMMER: April 19 - November 25, 2020; April 18 - November 24, 2021
Cancellations made more than 72 hours prior to arrival will not incur a penalty. If cancelled or modified inside 72 hours prior to arrival, the full room & tax is non-refundable. No-shows and early departures will be charged the full deposit.


Covid-19 Policies & Procedures


Please pack your mask! Effective July 27, we will be asking all of our guests to join our associates in wearing a mask in all public areas of the hotel, including travelling to and from the pool. It can be removed in your room and while seated in the pool area. We believe that wearing the mask is the simplest way for all of us to reduce the spread of COVID19. Thank you for your understanding.

As we welcome you back to our hotels around the world, we are committed to providing you with a safe environment that aligns with expert protocols for working to defeat COVID-19. Consisting of in-house and outside experts in food and water safety, hygiene and infection prevention, and hotel operations, our Marriott Cleanliness Council is redefining our cleaning and safety standards. We will actively monitor and evolve our solutions to ensure a continued focus on the health and safety of our guests and associates.

PUBLIC SPACES: Starting with our public spaces and high-traffic areas, we are going above and beyond our normal protocols. We are cleaning surfaces with increased frequency, dedicated staff, and recommended cleaning agents.

HAND SANITIZER: Hand sanitizing stations are being installed at hotel entrances, at our front desks, our elevator banks, and meeting spaces.

SOCIAL DISTANCING: Signage in public spaces will remind our guests to maintain social distancing. We will be adding partitions at check-in to provide an extra level of precaution for our guests and our associates.

GUEST ROOMS: In guest rooms, we have elevated our rigorous protocols to thoroughly clean all surfaces with hospital-grade disinfectants. And we will be placing disinfecting wipes in each room for your use.

NEW CLEANING TECHNOLOGIES: We are rolling out enhanced technologies including electrostatic sprayers to sanitize surfaces throughout the hotel. We are also testing ultraviolet light technology for sanitizing guest keys and devices shared by associates.

MOBLIE APP: Our mobile technologies provide reassurance and distancing options for our guests. In over 3,200 hotels, your phone can be used to check in, access your room, and order room service.

SURFACE AREAS: In public spaces, the company has added to its already rigorous cleaning protocols, requiring that surfaces are treated with hospital-grade disinfectants and that this cleaning is done with increased frequency. In guest rooms, Marriott has added to its detailed cleaning practices, requiring all surfaces to be thoroughly cleaned with hospital-grade disinfectants. The company will also be placing disinfecting wipes in each room for guests’ personal use.

GUEST CONTACT: To help alleviate the risk of COVID-19 transmission through person-to-person contact, Marriott will be using signage in its lobbies to remind guests to maintain social distancing protocols and will remove or re-arrange furniture to allow more space for distancing. The company is planning to add partitions at front desks to provide an extra level of precaution for its guests and associates and is working with supply chain partners to make masks and gloves available to associates. You’ll see more hand sanitizing stations around Marriott’s hotels – near the entrances and front desks, elevator banks and fitness and meeting spaces. In addition, in more than 3,200 of the company’s hotels, guests can choose to use their phones to check in, access their rooms, make special requests and order room service that will be specially packaged and delivered right to the door without contact. These “touchless” services can all be done quickly via Marriott’s mobile app.

FOOD SAFETY: At Marriott, food handlers and supervisors are trained on safe food preparation and service practices. The company’s food and beverage operations are required to conduct self-inspection using its food safety standards as guidelines, and compliance is validated by independent audits. Marriott is also enhancing sanitation guidelines and training videos for associates that include hygiene and disinfecting practices. In addition, the company is modifying its operational practices for in-room dining and designing new approaches to buffets.

(Updated August 4, 2020)


Deposit and Cancellation Policies



WRITTEN DEPOSIT POLICY:

JULY 10, 2020 – DEC 14, 2020
Full Balance due 24hrs prior to arrival at which time the booking is non-refundable.

DEC 15, 2020 – JAN 5, 2021
1 night’s room & tax is due at the time of booking which is non-refundable up to 60 days prior to arrival and then balance will be taken and the booking becomes non-refundable.

JAN 6, 2021 – APR 30, 2021
1 night’s room & tax is due at the time of booking which is non-refundable and the remainder room and tax will be charged 30 days prior to arrival at which time the booking is non-refundable.

DAMAGE WAIVERS/SECURITY DEPOSIT
$500 security deposit on Executive Presidential Suite, valid C/C or cash deposit required on all other rooms.



Covid-19 Policies & Procedures


Special Super Disinfection Sterilization Clean

We're taking every extra precaution to ensure you, the guest, are safe when staying at all Executive Hotel & Resort properties. In addition to our thorough 60-point inspection clean, we're bringing in a special team after the first cleaning team finishes to do an extremely deep sterilization of all touch-points in each room:

  • We have increased the frequency of cleaning our public areas (including lobbies, elevators, door handles, public bathrooms, etc.) and have continued the use of approved disinfectant.
  • We will continue to adjust food and beverage service in accordance with current food safety recommendations.
  • We have increased the deployment of hand sanitizers.
  • Guest rooms are inspected and sealed for your safety indicate that guest rooms haven't been accessed since they were cleaned.
  • ; Extra disinfection of high touch areas in guest rooms including light switches and door handles, remotes.
  • ; Increased cleaning frequency of public areas hourly.
  • Reduced paper amenities (like pads and guest directories) in rooms.
  • Enhanced Team Member safety and well-being with personal protective equipment and enhanced training and protocols.

We believe that the foundation of service is putting the safety and comfort of our guests first.

PHYSICAL DISTANCING:
Guests will be advised to practice physical distancing while visiting the hotel and its dining outlets. We kindly request standing at least six feet apart from other groups of guests while standing in lines, using elevators or moving around the property. Dining tables, lobby furniture and other physical layouts will be arranged to ensure appropriate distancing. Markers will be placed on the floor in public areas as reminders of the six feet distancing request.

GUEST ARRIVAL (TAXI OR RIDE SHARE):
A team member will greet each visitor upon arrival but employees will not open the doors of cars or taxis. Guests requesting bell service will be assisted and the bell cart will be sanitized after each guest is assisted.

GUEST REGISTRATION:
The front desk will be arranged to maintain six feet distance and protective glass will be installed where possible.

HOTEL ELEVATORS:
Employees will be present to sanitize the button panels at regular intervals. Signage will be posted to explain the current procedures. Elevator capacity will be limited, depending upon the size of the elevator.

GUEST ROOMS:
Industry leading cleaning and sanitizing protocols will be used to clean guest rooms, with particular attention paid to high-touch items including television remote controls, toilet seats and handles, door and furniture handles, water faucet handles, nightstands, telephones, in-room control panels, light switches, temperature control panels, alarm clocks, luggage racks and flooring.

COVID-19 TRAINING:
All employees will receive training on COVID-19 safety and sanitation protocols with more comprehensive training for our teams with frequent guest contact including Housekeeping, Food & Beverage, and Hotel Operations.

SWIMMING POOL
Pool is closed until the near future. 
The hot tub and fitness centre will remain closed until further notice.

(Updated July 10, 2020)


Deposit and Cancellation Policies



Standard Policies:


JUNE 1, 2020 TO OCTOBER 31, 2020

* Full payment is taken 3 days prior to arrival.
* Cancellations made outside of 3 days of arrival are allowed with no penalty.
* Cancellations made within 3 days of arrival are 100% non-refundable.


NOVEMBER 1, 2020 to DECEMBER 17, 2020

* Full payment is taken 14 days prior to arrival.
* Cancellations made outside of 14 days of arrival are allowed with no penalty.
* Cancellations made within 14 days of arrival are 100% non-refundable.


DECEMBER 18, 2019 to JANUARY 1, 2020 & DECEMBER 18, 2020 to JANUARY 1, 2021

* Full payment is taken 60 days prior to arrival.
* Cancellations made outside of 60 days of arrival are allowed with no penalty.
* Cancellations made within 60 days of arrival are 100% non-refundable.


JANUARY 2, 2020 to APRIL 30, 2020 & JANUARY 2, 2021 to APRIL 30, 2021

* Full payment is taken 14 days prior to arrival.
* Cancellations made outside of 14 days of arrival are allowed with no penalty.
* Cancellations made within 14 days of arrival are 100% non-refundable.


MAY 1, 2020 to October 31, 2020 & MAY 1, 2021 to October 31, 2021

* Full payment is taken 3 days prior to arrival.
* Cancellations made outside of 3 days of arrival are allowed with no penalty.
* Cancellations made within 3 days of arrival are 100% non-refundable.

*Any reservations made four or fewer days before the balance due date will be charged the full balance immediately. Normal cancellation policies still apply.



COVID-19 Policies & Procedures:


PRE-STAY: Via pre-arrival communications, we are asking guests to self-identify if they belong to a risk group for COVID-19; if yes, we ask that they postpone their travels until the risk period has passed, in order to help us ensure the well-being of all our guests and employees Each guest will receive communication from the hotel prior to arrival providing additional information on arrival process, online check-in, hotel services & amenities, fast checkout, and more Guests encouraged to use pre-arrival communications to reduce contact upon arrival.

ARRIVAL: Temporary suspension of valet parking in favour of self-parking, where available Gloves and masks for bell persons Increased frequency of bell cart cleaning & disinfecting Hard-case guest luggage disinfected and/or disinfecting wipes made available to guests.

WELCOME & CHECK-IN: Gloved & masked welcome greeter offers hand sanitizer and mask upon arrival Welcome greeter manages queues to promote physical distancing Mandatory screening for all guests, which may include a temperature check Adjustments to front desk to promote physical distancing (i.e. plexiglass partitions, extra desks where needed, etc.) Shift to low- or no-touch payment where possible Guestroom keys disinfected Welcome letter communicating cleaning procedures, amenities available upon request, and protocols in public spaces.

LOBBY & PUBLIC SPACES: Hand sanitizer stations in key areas throughout hotel Increased frequency of cleaning and disinfecting with EPA-registered chemicals, proven effective in preventing the transmission of COVID-19, with special attention to high-touch points Cleaning time sheets displayed Removal of coffee & water station; bottled water available from front desk Lobby seating area rearranged to facilitate physical distancing Signage and markers communicating physical distancing protocols in public spaces.

ELEVATORS: Signage to indicate maximum occupancy to promote physical distancing Increased frequency of cleaning and disinfecting with EPA-registered chemicals, proven effective in preventing the transmission of COVID-19 Hand sanitizer available in elevator foyers.

PUBLIC WASHROOMS: Antibacterial soap year-round Hand sanitizer stations located outside washrooms High-touch disinfecting every hour with EPA-registered chemicals, proven effective in preventing the transmission of COVID-19 Cleaning time sheets displayed.

GUEST ROOM: Avoid assigning connecting rooms to parties not travelling together, whenever possible Dedicated floors and self-isolation procedures assigned to guests who display a higher temperature at the time of screening “Wellness kits” provided in each room (masks, gloves, hand sanitizer, disinfecting wipes, etc.) Tea / coffee maker provided upon request, and disinfected between each use Removal of: minibar items, pens & stationery, hotel collateral, print magazines, alarm clock, etc.; items available upon request, and disinfected between each use – new items provided where possible Guest requests carried out in a thoughtful manner with guests’ safety top of mind Proper hand washing procedure noted in guest bathroom, where applicable.

HOUSEKEEPING: 48 hour “resting period” between guest stays, followed by cleaning and disinfection Stayover housekeeping service every third day and wellness checks daily No housekeeping service while guest is in room Personal Protective Equipment worn by all room attendants and changed after each guestroom Enhanced focus on disinfection of all guest room touch-points, plus continuation of extensive training and auditing Continued use of EPA-registered disinfecting chemicals, proven effective in preventing the transmission of COVID-19.

RESTAURANTS: Gloved & masked welcome greeter offers hand sanitizer and mask upon arrival Mandatory screening for all diners, which may include a temperature check Seat allocation to promote physical distancing Envelope / pouch to place masks in while dining Shift to disposable menus and/or disinfection between each use Change of items / disinfection of all touch points on table between diners Increased frequency of cleaning and disinfecting for both front and back of house with EPA-registered chemicals, proven effective in preventing the transmission of COVID-19 Masks & gloves for all restaurant workers, front and back of house.

IN-ROOM DINING: Contactless option for drop-off and pick-up at door Shift to disposable accompaniments, such as salt and pepper, etc. Removal of additional tray accessories when order is delivered (i.e. flower vase, etc.) Trays disinfected between each use Delivered by In-Room Dining attendant in mask and gloves.

FAIRMONT GOLD / SOFITEL CLUB MILLÉSIME: Hand sanitizer dispensers available in various locations throughout lounge Seating areas rearranged to facilitate physical distancing No self-service available in lounge Canape/breakfast offerings in individual servings Disinfecting wipes next to computer area Increased frequency of cleaning and disinfecting with EPA-registered chemicals, proven effective in preventing the transmission of COVID-19 Signage and markers communicating physical distancing protocols.
Concierge: Distance maintained during all interactions via signage and plexiglass partitions, where possible Use of digital confirmations and communication, where possible Packages will be disinfected or quarantined, depending on guest preference Communication with preferred partners to ensure consistency of cleaning and safety procedures.

BUSINESS CENTRE: Hand sanitizer stations in key areas throughout hotel Set-up of computer and equipment to promote physical distancing Business amenities available upon request, ensuring disinfecting between each use Increased frequency of cleaning and disinfecting with EPA-registered chemicals, proven effective in preventing the transmission of COVID-19.

POOL / RECREATION: Gloves and masks worn by attendants providing towels Physical distancing maintained via signage, placement of chairs and umbrellas, and revised occupancy limits Lounge chairs, sun umbrellas and lifeguard stands disinfected after each use Hand sanitizer stations in key areas throughout hotel Increased frequency of cleaning and disinfecting with EPA-registered chemicals, proven effective in preventing the transmission of COVID-19, including public areas, restrooms and towel desk Signage and markers communicating physical distancing protocols in public spaces.

FITNESS: Hand sanitizer dispensers and disinfecting wipes available throughout facility Physical distancing maintained via signage and markers Reservation of gym time through Front Desk or Concierge, where available Increased frequency of cleaning and disinfecting with EPA-registered chemicals, proven effective in preventing the transmission of COVID-19 Cleaning time sheets displayed Signage and markers communicating physical distancing protocols in public spaces.

SPA: Revised menu of services; varies by property Gloved & masked welcome greeter offers hand sanitizer and mask upon arrival to spa Mandatory screening for all guests, which may include a temperature check Physical distancing maintained via signage, placement of furniture, locker assignments, revised occupancy limits, and scheduling of reservations Gloves and masks worn by all employees; gloves changed and hands washed before and after each treatment, at a minimum Lockers, vanities, showers, treatment rooms, etc. disinfected after each use No self-service food & beverage in spa or relaxation lounge Increased frequency of cleaning and disinfecting with EPA-registered chemicals, proven effective in preventing the transmission of COVID-19 Shift to low- or no-touch payment where possible Signage and markers communicating physical distancing protocols in public spaces.

MEETINGS & EVENTS: Gloved & masked welcome greeter offers hand sanitizer and mask upon arrival and manages check-in queues to promote physical distancing Mandatory screening for all attendees, which may include a temperature check Event set-ups to facilitate physical distancing; use of outdoor space whenever possible Hand sanitizer stations in key areas throughout event spaces All food and beverage offerings served in individual servings; no buffets Gloves & masks for all employees servicing event Disinfection of all touch-points (tables, chairs, linens, etc.) between events with EPA-registered chemicals, proven effective in preventing the transmission of COVID-19.

CHECKOUT: Contactless checkout via email, text message, telephone or television Keys may be left in room or in checkout box in the lobby, to be disinfected Promote email invoice.

DEPARTURE: Gloves and masks for bell persons Increased frequency of bell cart cleaning & disinfecting Temporary suspension of house car service.

EMPLOYEES: Mandatory screening for all employees upon arrival, which may include a temperature check Masks worn by all employees Gloves worn as needed by department Hand sanitizer dispensers at entrance and throughout all work spaces and employee common areas Physical distancing observed in all employee areas, including dining areas and in hotel communication sessions Adjusted shift start times to promote physical distancing of employees No self-service or buffet in employee dining areas Increased frequency of cleaning and disinfection in all common areas, i.e. cafeteria, locker room, washrooms, etc. with EPA-registered chemicals, proven effective in preventing the transmission of COVID-19 COVID-19 related training and retooling provided to all employees Signage and markers communicating physical distancing protocols throughout employee areas.

(Updated June 26, 2020)


Deposit and Cancellation Policies


Greater Flexibility for New and Existing Reservations – Updated as of June 5, 2020

In order to provide you with greater travel flexibility during the COVID-19 pandemic, Hilton introduced a more flexible cancellation policy on March 12, 2020. As stay-at-home orders lift and travel resumes, our Team Members are excited to welcome you to our hotels. At the same time, we know your plans may continue to change, so we have made your reservations even more flexible:

For reservations made prior to March 12, 2020 – When our new, more flexible reservation policy went into effect: You may now change or cancel any future reservation, without penalty, as long as you do so at least 24 hours before your scheduled arrival date, but not later than August 31, 2020. This includes reservations described as “non-cancellable” or Advance Purchase.

Flexibility for the Future: Any individual reservations booked on and between March 12 and August 31, 2020 for any future arrival date can be changed or cancelled at no charge, up to 24 hours before your scheduled arrival day.

If you cancel a rate which required an advance payment or deposit, we will do everything we can to process your refund as quickly as possible. Due to the influx of cancellations, it may take up to 30 days to complete your request. If you are a Hilton Honors member and cancel an Advance Purchase rate, you may be eligible for a free night certificate for each cancelled night. Free night certificates can be used at our more than 6,100 properties worldwide. Stays must be completed by August 31, 2021. In lieu of a refund, guests at select hotels may choose to receive a hotel voucher redeemable toward a future stay at that hotel. Changes are subject to availability and rate differences.


WRITTEN CANCELLATION POLICY:

Advance Purchase Package 100% non-refundable, non-changeable, payment is taken at the time of booking. Call-In Only 100% non-refundable, non-changeable, payment is taken at the time of booking.

Regular Seasonal Policies and Stay Longer Save Daily Promotion SUMMER: April 13, 2020 - November 19, 2020
You will be charged the full reservation 24 hours prior to arrival and is NON-REFUNDABLE, NON-CHANGEABLE at this time. Any reservations shortened, downgraded, or cancelled within this time-frame will incur a penalty of ALL night's room and tax.

WINTER START: November 20, 2020 - December 19, 2020
You will be charged the full reservation 7 days prior to arrival and is NON-REFUNDABLE, NON-CHANGEABLE at this time. Any reservations shortened, downgraded, or cancelled within this timeframe will incur a penalty of ALL night's room and tax.

FESTIVE SEASON: December 20, 2020 - January 4,2021
You will be charged the full reservation 45 days prior to arrival and is NON-REFUNDABLE, NON-CHANGEABLE at this time. Any reservations shortened, downgraded, or cancelled within this timeframe will incur a penalty of ALL night's room and tax.

SUMMER: April 19 - November 25, 2020; April 18 - November 24, 2021
Cancellations made more than 72 hours prior to arrival will not incur a penalty. If cancelled or modified inside 72 hours prior to arrival, the full room & tax is non-refundable. No-shows and early departures will be charged the full deposit.

WINTER: January 5, 2021 - April, 12 2021
You will be charged the full reservation 14 days prior to arrival and is NON-REFUNDABLE, NON-CHANGEABLE at this time. Any reservations shortened, downgraded, or cancelled within this timeframe will incur a penalty of ALL night's room and tax.

**For reservations overlapping 2 different periods, the stricter policy applies. For example, a guest arriving on December 14 and departing on January 1 would be under the 45 days policy.**


WRITTEN DEPOSIT POLICY:

Advance Purchase Package 100% non-refundable, non-changeable, payment is taken at the time of booking. Call-In Only 100% non-refundable, non-changeable, payment is taken at the time of booking

Regular Seasonal Policies and Stay Longer Save Daily Promotion Summer: April 13, 2020 onwards
You will be charged the full reservation 2 DAYS prior to arrival and the reservation is NON-REFUNDABLE, NON-CHANGEABLE at this time.

**For reservations overlapping 2 different periods, the stricter policy applies. For example, a guest arriving on December 15 and departing on January 1 would be under the 45 days policy.**


Covid-19 Policies & Procedures


Hilton CleanStay with Lysol Protection Hilton has developed a global program that will introduce a new standard of hotel cleanliness and disinfection to ensure Hilton guests enjoy an even cleaner and safer stay: Hilton CleanStay with Lysol protection. The program has been developed with experts from RB, maker of Lysol and Dettol, brands trusted for safely disinfecting surfaces. In addition, experts from the Infection Prevention and Control team at Mayo Clinic will advise and assist in enhancing Hilton’s cleaning disinfection protocols.

Hilton CleanStay builds upon Hilton’s already high standards of housekeeping and hygiene, where hospital-grade cleaning products and upgraded protocols are currently in use. The program will feature Lysol’s trusted cleaning products, solutions and training in North America. RB and Hilton are also exploring opportunities to expand the program into a global partnership. The program will include:

- Hilton CleanStay Room Seal to indicate that guest rooms haven’t been accessed since they were cleaned.
- Extra disinfection of top 10 high touch areas in guest rooms including light switches and door handles.
- Increased cleaning frequency of public areas.
- Guest-accessible disinfecting wipes at entrances and high traffic areas.
- Enhanced cleaning for fitness centers  Reduced paper amenities (like pads and guest directories) in rooms.
- Enhanced cleaning & other changes to buffets, in-room dining and meeting spaces.
- Industry-leading contactless check-in and check-out with Digital Key at more than 4,700 properties globally.
- Evaluation of new technologies like electrostatic sprayers with disinfecting mist and ultraviolet light to sanitize surfaces and objects.
- Enhanced Team Member safety and well-being with personal protective equipment and enhanced training and protocols.
- The rollout of Hilton CleanStay will begin at Hilton hotels worldwide this month.

Current Health and Hygiene Standards. We take great pride in maintaining the highest standards of cleanliness and hygiene. Given the effects of COVID-19, we have taken additional measures in our hotels today, developed in consultation with global and local public health authorities (including the WHO and CDC), to make our cleaning and hygiene protocols even more rigorous:

Our hotel teams are receiving ongoing briefings and enhanced operating protocols. We have increased the frequency of cleaning our public areas (including lobbies, elevators, door handles, public bathrooms, etc.) and have continued the use of hospital-grade disinfectant. We will continue to adjust food and beverage service in accordance with current food safety recommendations. We have increased the deployment of hand sanitizers. We have activated our regional and global response teams to provide around-the-clock assistance to our hotels and are prepared to act swiftly should we be alerted to a case of coronavirus at one of our properties.

What to Expect During Your Stay: As you know, the way we travel looks a little different right now, so we wanted to ensure you had the latest list of what to keep in mind when you prepare to travel next. Please reach out to your hotel directly to understand their latest local guidelines.

Social Distancing: Social Distancing continues to be a recommended or required practice in public settings. We’ve adjusted common areas in many of our hotels to help guests adhere to these guidelines. During your stay, please be mindful of other guests and Team Members and maintain the suggested six feet of distance.

Masks and Other Protective Equipment: Some states currently require that all of our Team Members and guests wear face coverings while in public areas. As such, we recommend bringing one with you. Our hotels have adjusted check-in and other processes to allow for limited contact with Team Members for continued safety.

Hotel Services and Amenities: For your safety, some services or amenities such as pool, spas, fitness centers, restaurants and daily housekeeping may be modified or suspended.

(Updated June 26, 2020)


Deposit and Cancellation Policies



WRITTEN CANCELLATION POLICY:

ADVANCE PURCHASE RATE:
Full payment is taken at the time of booking and is non-refundable. Not valid with any other discounts or promotions and no changes or modifications permitted.
*Credit Card guarantee is required at time of booking.
*Any Cancellation will forfeit the full amount.
*Full Cancellation fee applies if all or any part of reservation is cancelled at any time. No shows and early departures are regarded as a cancellation and the hotel will charge full penalty. Date changes, cancellations or early departures are not permitted.

SPRING/SUMMER/FALL - APRIL 21, 2020 to DECEMBER 17, 2020:
*Credit Card guarantee is required at time of booking.
*Full payment is taken at 48 hours before arrival.
*Cancellations outside 48 hours will not be penalized. *Cancellation within 48 hours prior to arrival by 4:00pm local hotel time will forfeit the full amount.
*Cancellation fee applies if all or any part of reservation is cancelled, either before arrival date or during the stay. No shows and early departures are regarded as a cancellation and the hotel will charge full penalty.

CHRISTMAS - DECEMBER 18, 2020 to JANUARY 2, 2021:
*Credit Card guarantee is required at time of booking.
*Full payment is charged 30 days prior to arrival date.
*Cancellation outside 30 days will not be penalized.
*Cancellation within 30 days of arrival will forfeit the full amount. Cancellation fee applies if all or any part of reservation is cancelled, either before arrival date or during the stay. No shows and early departures are regarded as a cancellation and the hotel will charge full penalty.

WINTER SEASON - JANUARY 3, 2021 to APRIL 17, 2021:
*Credit Card guarantee is required at time of booking.
*Full payment is charged 14 days prior to arrival date.
*Cancellation outside 14 days will not be penalized.
*Cancellation within 14 days will forfeit the full amount. Cancellation fee applies if all or any part of reservation is cancelled, either before arrival date or during the stay. No shows and early departures are regarded as a cancellation and the hotel will charge full penalty.

SPRING/SUMMER/FALL - APRIL 18, 2021 to DECEMBER 16, 2021:
*Credit Card guarantee is required at time of booking.
*Full payment is taken at 48 hours before arrival.
*Cancellations outside 48 hours will not be penalized.
*Cancellation within 48 hours prior to arrival by 4:00pm local hotel time will forfeit the full amount.
*Cancellation fee applies if all or any part of reservation is cancelled, either before arrival date or during the stay. No shows and early departures are regarded as a cancellation and the hotel will charge full penalty.


WRITTEN DEPOSIT POLICY:

ADVANCE PURCHASE RATE:
Full payment is taken at the time of booking and is non-refundable. Not valid with any other discounts or promotions and no changes or modifications permitted’.
*Credit Card guarantee is required at time of booking.
*Any Cancellation will forfeit the full amount.
*Full Cancellation fee applies if all or any part of reservation is cancelled at any time. No shows and early departures are regarded as a cancellation and the hotel will charge full penalty. Date changes, cancellations or early departures are not permitted.

BC RESIDENTS RATE 20% OFF:
Full payment is taken at the time of booking and is non-refundable. Government ID with proof of BC address required at check in. Not valid with any other discounts or promotions and no changes or modifications permitted’
*Credit Card guarantee is required at time of booking.
*Any Cancellation will forfeit the full amount.
*Full Cancellation fee applies if all or any part of reservation is cancelled at any time. No shows and early departures are regarded as a cancellation and the hotel will charge full penalty. Date changes, cancellations or early departures are not permitted.

SPRING/SUMMER/FALL - APRIL 21, 2020 to DECEMBER 17, 2020:
*Credit Card guarantee is required at time of booking.
*Full payment is taken at 48 hours before arrival.
*Cancellations outside 48 hours will not be penalized.
*Cancellation within 48 hours prior to arrival by 4:00pm local hotel time will forfeit the full amount.
*Cancellation fee applies if all or any part of reservation is cancelled, either before arrival date or during the stay. No shows and early departures are regarded as a cancellation and the hotel will charge full penalty.

CHRISTMAS - DECEMBER 18, 2020 to JANUARY 2, 2021:
*Credit Card guarantee is required at time of booking.
*Full payment is charged 60 days prior to arrival date.
*Cancellation outside 60 days will not be penalized.
*Cancellation within 60 days of arrival will forfeit the full amount. Cancellation fee applies if all or any part of reservation is cancelled, either before arrival date or during the stay. No shows and early departures are regarded as a cancellation and the hotel will charge full penalty.

WINTER SEASON - JANUARY 3, 2021 to APRIL 17, 2021:
*Credit Card guarantee is required at time of booking.
*Full payment is charged 30 days prior to arrival date.
*Cancellation outside 30 days will not be penalized.
*Cancellation within 30 days will forfeit the full amount. Cancellation fee applies if all or any part of reservation is cancelled, either before arrival date or during the stay. No shows and early departures are regarded as a cancellation and the hotel will charge full penalty.

SPRING/SUMMER/FALL - APRIL 18, 2021 to DECEMBER 16, 2021:
*Credit Card guarantee is required at time of booking.
*Full payment is taken at 48 hours before arrival.
*Cancellations outside 48 hours will not be penalized.
*Cancellation within 48 hours prior to arrival by 4:00pm local hotel time will forfeit the full amount.
*Cancellation fee applies if all or any part of reservation is cancelled, either before arrival date or during the stay. No shows and early departures are regarded as a cancellation and the hotel will charge full penalty.


Covid-19 Policies & Procedures


Things have changed somewhat since we last saw you. We've adapted the way that we operate in order to adhere to a "New Normal" and to bring you the same relaxing experience in a safe and comfortable environment. On this page, we'd love to share with you some of the things that we're doing to be extra diligent. With genuine wellbeing at the heart of Nita Lake Lodge, here is our commitment to both guests and staff:

- Increased Sanitation of all areas of the property as well as all suites between guest stays.
- Mitigating Risk by pausing “stay over” housekeeping services.
- Health Canada Approved cleaning products, protective equipment, signage, and shields to ensure a safe and comfortable environment for everyone.
- Diligent Protocols for the sanitation and management of our lakeside pool and hot tub as well as the usage of amenities such as bicycles, canoes, paddleboards, and kayaks.
- Digital Adaptations for guest communication and check-in procedures to streamline guest interactions and avoid overcrowding of the lobby area.
- Considerate Spacing for guest seating in all dining locations: Aura Restaurant, Cure Lounge & Patio, and Fix Café.
- New Room Service for those who would prefer to dine in the comfort of their suite.
- Flexible Cancellations so you can book your stay at Nita with peace of mind.
- Enhanced Training to safeguard guests as well as staff by exceeding the expectations outlined by the Provincial Government.

(Updated August 5, 2020)


Deposit and Cancellation Policies



WRITTEN CANCELLATION POLICY:

SUMMER: May 1, 2020 to December 17, 2020
Full payment of room plus tax due 2 (two) days prior to arrival.
You may cancel free of charge up to 2 (two) days prior to arrival. Cancellations within 2 (two) days of arrival will forfeit entire reservation value.
 
WINTER: December 18 - 24, 2020
Full payment of room plus tax due 30 (thirty) days prior to arrival.
You may cancel free of charge up to 30 (thirty) days prior to arrival. Cancellations within 30 (thirty) days of arrival will forfeit entire reservation value.
 
FESTIVE SEASON: December 25, 2020 to January 2, 2021
Full payment of room plus tax due 60 (sixty) days prior to arrival.
You may cancel free of charge up to 60 (sixty) days prior to arrival. Cancellations within 60 (sixty) days of arrival will forfeit entire reservation value.
 
WINTER: January 3, 2021 to April 17, 2021
Full payment of room plus tax due 30 (thirty) days prior to arrival.
You may cancel free of charge up to 30 (thirty) days prior to arrival. Cancellations within 30 (thirty) days of arrival will forfeit entire reservation value.
 
SUMMER: April 18, 2021 to December 16, 2021
Full payment of room plus tax due 2 (two) days prior to arrival.
You may cancel free of charge up to 2 (two) days prior to arrival. Cancellations within 2 (two) days of arrival will forfeit entire reservation value
 
ADVANCE PURCHASE:
100% non-refundable, full payment taken at time of booking.

PREPAID SUMMER SUPER EARLY BOOKING OFFER:
100% non-refundable, non-changeable, full payment taken at time of booking.

WINTER EARLY BOOKING OFFER: (Room Only)
You may cancel free of charge up to 30 (thirty) days prior to arrival. Cancellations within 30 (thirty) days of arrival will forfeit entire reservation value.

WINTER SUPER EARLY BOOKING OFFER PREPAID: (Room only)
100% non-refundable, full payment taken at time of booking.



Covid-19 Policies & Procedures


Thank you for your patience and continued support as we move excitedly towards Phase 3 of BC’s RESTART PLAN in June. The safety and well-being of our guests, associates and community remain our top priority as we all continue successfully taking measures to help curb this global pandemic here in BC, Canada. We are now accepting reservations from 22 June 2020 onwards. Please choose your dates and suite here, or call us in Whistler 1-888-905-9995.

We are busy reading our two all-suite hotels for re-opening and developing our new Safety Plan policies and procedures for enhanced cleaning protocols and safe physical distancing measures throughout the hotels.

As we continue to develop our Cleanliness and Safety Plan, please be assured we are following Health Canada, BC Centre for Disease Control, and Worksafe BC’s latest recommendations and guidelines, which include the temporary closure of our whirlpools, steam, sauna, and exercise rooms. Similarly, the breakfast buffet at our Village Centre property will not be available for guests in the immediate future.

Our team looks forward to welcoming you back to Whistler very soon. We will post further updates here and, on Instagram, and Facebook.

PUBLIC SPACES: Starting with our public spaces and high-traffic areas, we are going above and beyond our normal protocols. We are cleaning surfaces with increased frequency, dedicated staff, and recommended cleaning agents.

HAND SANITIZER: Hand sanitizing stations are being installed at hotel entrances, at our front desks, our elevator banks, and meeting spaces.

SOCIAL DISTANCING: Signage in public spaces will remind our guests to maintain social distancing. We will be adding partitions at check-in to provide an extra level of precaution for our guests and our associates.

GUEST ROOMS: In guest rooms, we have elevated our rigorous protocols to thoroughly clean all surfaces with hospital-grade disinfectants. And we will be placing disinfecting wipes in each room for your use.

NEW CLEANING TECHNOLOGIES: We are rolling out enhanced technologies including electrostatic sprayers to sanitize surfaces throughout the hotel. We are also testing ultraviolet light technology for sanitizing guest keys and devices shared by associates.

MOBLIE APP: Our mobile technologies provide reassurance and distancing options for our guests. In over 3,200 hotels, your phone can be used to check in, access your room, and order room service.

SURFACE AREAS: In public spaces, the company has added to its already rigorous cleaning protocols, requiring that surfaces are treated with hospital-grade disinfectants and that this cleaning is done with increased frequency. In guest rooms, Marriott has added to its detailed cleaning practices, requiring all surfaces to be thoroughly cleaned with hospital-grade disinfectants. The company will also be placing disinfecting wipes in each room for guests’ personal use.

GUEST CONTACT: To help alleviate the risk of COVID-19 transmission through person-to-person contact, Marriott will be using signage in its lobbies to remind guests to maintain social distancing protocols and will remove or re-arrange furniture to allow more space for distancing. The company is planning to add partitions at front desks to provide an extra level of precaution for its guests and associates and is working with supply chain partners to make masks and gloves available to associates. You’ll see more hand sanitizing stations around Marriott’s hotels – near the entrances and front desks, elevator banks and fitness and meeting spaces. In addition, in more than 3,200 of the company’s hotels, guests can choose to use their phones to check in, access their rooms, make special requests and order room service that will be specially packaged and delivered right to the door without contact. These “touchless” services can all be done quickly via Marriott’s mobile app.

FOOD SAFETY: At Marriott, food handlers and supervisors are trained on safe food preparation and service practices. The company’s food and beverage operations are required to conduct self-inspection using its food safety standards as guidelines, and compliance is validated by independent audits. Marriott is also enhancing sanitation guidelines and training videos for associates that include hygiene and disinfecting practices. In addition, the company is modifying its operational practices for in-room dining and designing new approaches to buffets.

POOL UPDATE: Pools are open
Hours of operation: 10am - 10pm at both locations
-The earliest time pool reservations can be made is 7am, or 4pm on the day of check-in.
-The maximum pool time that can be booked is two hours per person, per day.
-The maximum pool capacity is 25 people per pool area.

 

(Updated August 5, 2020)


Deposit and Cancellation Policies



WRITTEN CANCELLATION POLICY:

SUMMER: May 1, 2020 to December 17, 2020
Full payment of room plus tax due 2 (two) days prior to arrival.
You may cancel free of charge up to 2 (two) days prior to arrival. Cancellations within 2 (two) days of arrival will forfeit entire reservation value.
 
WINTER: December 18 - 24, 2020
Full payment of room plus tax due 30 (thirty) days prior to arrival.
You may cancel free of charge up to 30 (thirty) days prior to arrival. Cancellations within 30 (thirty) days of arrival will forfeit entire reservation value.
 
FESTIVE SEASON: December 25, 2020 to January 2, 2021
Full payment of room plus tax due 60 (sixty) days prior to arrival.
You may cancel free of charge up to 60 (sixty) days prior to arrival. Cancellations within 60 (sixty) days of arrival will forfeit entire reservation value.
 
WINTER: January 3, 2021 to April 17, 2021
Full payment of room plus tax due 30 (thirty) days prior to arrival.
You may cancel free of charge up to 30 (thirty) days prior to arrival. Cancellations within 30 (thirty) days of arrival will forfeit entire reservation value.
 
SUMMER: April 18, 2021 to December 16, 2021
Full payment of room plus tax due 2 (two) days prior to arrival.
You may cancel free of charge up to 2 (two) days prior to arrival. Cancellations within 2 (two) days of arrival will forfeit entire reservation value
 
ADVANCE PURCHASE:
100% non-refundable, full payment taken at time of booking.

PREPAID SUMMER SUPER EARLY BOOKING OFFER:
100% non-refundable, non-changeable, full payment taken at time of booking.

WINTER EARLY BOOKING OFFER: (Room Only)
You may cancel free of charge up to 30 (thirty) days prior to arrival. Cancellations within 30 (thirty) days of arrival will forfeit entire reservation value.

WINTER SUPER EARLY BOOKING OFFER PREPAID: (Room only)
100% non-refundable, full payment taken at time of booking.



Covid-19 Policies & Procedures


Thank you for your patience and continued support as we move excitedly towards Phase 3 of BC’s RESTART PLAN in June. The safety and well-being of our guests, associates and community remain our top priority as we all continue successfully taking measures to help curb this global pandemic here in BC, Canada. We are now accepting reservations from 22 June 2020 onwards. Please choose your dates and suite here, or call us in Whistler 1-888-905-9995.

We are busy reading our two all-suite hotels for re-opening and developing our new Safety Plan policies and procedures for enhanced cleaning protocols and safe physical distancing measures throughout the hotels.

As we continue to develop our Cleanliness and Safety Plan, please be assured we are following Health Canada, BC Centre for Disease Control, and Worksafe BC’s latest recommendations and guidelines, which include the temporary closure of our whirlpools, steam, sauna, and exercise rooms. Similarly, the breakfast buffet at our Village Centre property will not be available for guests in the immediate future.

Our team looks forward to welcoming you back to Whistler very soon. We will post further updates here and, on Instagram, and Facebook.

PUBLIC SPACES: Starting with our public spaces and high-traffic areas, we are going above and beyond our normal protocols. We are cleaning surfaces with increased frequency, dedicated staff, and recommended cleaning agents.

HAND SANITIZER: Hand sanitizing stations are being installed at hotel entrances, at our front desks, our elevator banks, and meeting spaces.

SOCIAL DISTANCING: Signage in public spaces will remind our guests to maintain social distancing. We will be adding partitions at check-in to provide an extra level of precaution for our guests and our associates.

GUEST ROOMS: In guest rooms, we have elevated our rigorous protocols to thoroughly clean all surfaces with hospital-grade disinfectants. And we will be placing disinfecting wipes in each room for your use.

NEW CLEANING TECHNOLOGIES: We are rolling out enhanced technologies including electrostatic sprayers to sanitize surfaces throughout the hotel. We are also testing ultraviolet light technology for sanitizing guest keys and devices shared by associates.

MOBLIE APP: Our mobile technologies provide reassurance and distancing options for our guests. In over 3,200 hotels, your phone can be used to check in, access your room, and order room service.

SURFACE AREAS: In public spaces, the company has added to its already rigorous cleaning protocols, requiring that surfaces are treated with hospital-grade disinfectants and that this cleaning is done with increased frequency. In guest rooms, Marriott has added to its detailed cleaning practices, requiring all surfaces to be thoroughly cleaned with hospital-grade disinfectants. The company will also be placing disinfecting wipes in each room for guests’ personal use.

GUEST CONTACT: To help alleviate the risk of COVID-19 transmission through person-to-person contact, Marriott will be using signage in its lobbies to remind guests to maintain social distancing protocols and will remove or re-arrange furniture to allow more space for distancing. The company is planning to add partitions at front desks to provide an extra level of precaution for its guests and associates and is working with supply chain partners to make masks and gloves available to associates. You’ll see more hand sanitizing stations around Marriott’s hotels – near the entrances and front desks, elevator banks and fitness and meeting spaces. In addition, in more than 3,200 of the company’s hotels, guests can choose to use their phones to check in, access their rooms, make special requests and order room service that will be specially packaged and delivered right to the door without contact. These “touchless” services can all be done quickly via Marriott’s mobile app.

FOOD SAFETY: At Marriott, food handlers and supervisors are trained on safe food preparation and service practices. The company’s food and beverage operations are required to conduct self-inspection using its food safety standards as guidelines, and compliance is validated by independent audits. Marriott is also enhancing sanitation guidelines and training videos for associates that include hygiene and disinfecting practices. In addition, the company is modifying its operational practices for in-room dining and designing new approaches to buffets.

POOL UPDATE: Pools are open
Hours of operation: 10am - 10pm at both locations
-The earliest time pool reservations can be made is 7am, or 4pm on the day of check-in.
-The maximum pool time that can be booked is two hours per person, per day.
-The maximum pool capacity is 25 people per pool area.

 

(Updated June 26, 2020)


Deposit and Cancellation Policies



WRITTEN CANCELLATION POLICY:

NON-REFUNDABLE RESERVATIONS:
All reservations that are made on a non-refundable basis are subject to a 100% cancellation fee, regardless of the date on which they are cancelled.

REFUNDABLE RESERVATIONS:

PEAK SEASON:
December 18, 2020 - January 2, 2021 / / December 24, 2021 - January 2, 2022
Reservations are subject to a strict 30-day cancellation policy, with any reservations cancelled within that 30-day period subject to a 100% cancellation fee.

HIGH SEASON: January 5, 2020 - April 4, 2020 / November 25, 2020 - December 17, 2020 / January 3, 2021 - April 3, 2021 / November 23, 2021 - December 23, 2021 / January 3, 2022 - April 2, 2022
Reservations are all subject to a strict 14-day cancellation policy, with any reservations cancelled within that 14-day period subject to a 100% cancellation fee.

SPRING/SUMMER: April 5, 2020 - November 24, 2020
Reservations with a check-in date during this period are subject to a strict 24-hour cancellation policy, with any reservations cancelled within 24 hours of check-in (defined as 4 PM on the day of check-in) subject to a 100% cancellation fee.

ALL OTHER TIMES:
Reservations that fall outside of Peak Season or High Season are subject to a strict 3-day cancellation policy, with any reservations cancelled within that 3-day period subject to a 100% cancellation fee.


WRITTEN DEPOSIT POLICY:

Pangea requires a deposit of 100% of the total reservation amount upfront, including all fees and taxes, to be refunded if appropriate in accordance with our cancellation policy. Not making a payment does equate to cancelling a reservation.


Covid-19 Policies & Procedures


The safety of Pangea People – our guests, staff and partners – is our absolute number one priority. And it always will be. But we know that talk is cheap, and many of you want to know the specifics behind what we’re doing to keep you safe and healthy. Below you’ll find the key measures we’re putting in place to prevent the spread of this virus (and others) and to keep you safe at all times while staying at Pangea.

  1. We're exceeding the BC Ministry of Health's stated requirements for sanitation and social distancing in hotels.
    Needless to say, hand sanitizer is available throughout the property, and all guests are actively encouraged to use it. Locations include the front desk, The Living Room, The Rooftop Patio, every suite, and of course in all our back-of-house areas. There are also floor markers and, where appropriate, one-way traffic paths in order to keep guests and staff at a safe and comfortable distance from each other. The seating plan in The Living Room, our on-site cafe/bar, has also been rearranged to keep guests (or private groups of guests) at a minimum 2-metre (6-foot) distance. You can read more about the steps we’re taking in our cafe and bar here: https://www.pangeapod.com/covid19-the-living-room/
  2. We're taking temperature test in order to prevent access to guests/staff who may have virus symptoms.
    Yes, you read that correctly. We’re testing every guest on arrival, and anyone with a temperature of 38°C (100.4°F) or greater will – with great regret (but with the knowledge that it’s ultimately necessary to minimise the risk to other guests) – be refused access to the hotel. Turning away individuals is something we never imagined having to do. But rather than seeing us as simply being ‘mean’, we hope you’ll view this as a sign of how determined we are to protect and reassure all our guests.
    And in case you were wondering about our staff, they too are being temperature checked before commencing every shift.
  3. We're leaving our pods mepty for 72 hours after they are vacated.
    That’s right. Despite the obvious costs to our business of implementing such a measure, we’re effectively quarantining our pods for three full days after occupants leave them. This is because 72 hours is widely considered the maximum amount of time a virus can live on any surface (see study from the New England Journal of Medicine, widely considered to be the world’s leading medical journal). After the 72 hours have elapsed, the pod will be thoroughly cleaned/disinfected for good measure. And on that subject, one of the advantages we have over traditional hotels – particularly in the post-COVID era – is that we’re able to clean and disinfect literally every square inch of our pods, which is unlikely, if not impossible, in a hotel room.
  4. We're limiting pod and suite occupancy to keep guests distanced.
    Pangea’s pods are arranged into suites, with each suite housing between 6 and 18 pods. These suites have their own internal bathrooms (read more about our unique bathroom configuration here: https://www.pangeapod.com/designer-bathrooms/, which are only accessible to the guests staying in them. Although by design our pods tend to keep people ‘socially distant’, we’re limiting suite occupancy to a maximum of 50% (and often much less) in order to extend this distance, to reduce the number of people using the bathrooms, and to ensure social distancing measures can be maintained in common areas of the hotel. This also means we can clean pods, suites, showers, washrooms and common areas more often.
  5. We're increasing cleaning frequency and intensity.
    Even before the onset of COVID-19, we used hospital-grade cleaning materials to clean and disinfect all pods and common areas. We’ve since increased the frequency of our cleaning of common spaces and bathrooms, while also paying extra special attention to high touch areas such as light switches, door handles and handrails. Menus, tabletops and chairs in our cafe are being cleaned with disinfectant after each use, as are our check-in kiosks. To deal with this additional workload, and to protect our housekeeping team, we’re asking all of our guests to vacate their suites from 1 – 4 PM daily (Whistler has plenty enough to keep you entertained for three hours… and much longer!). The same increased frequency and intensity of cleaning is taking place in back-of-house areas, including the kitchen and bar.
  6. We're eliminating physical contact between guests and staff wherever possible.
    We recognize the potential for staff-to-guest transmission and vice versa, which is why we’re taking steps to eliminate all physical contact. So if our staff members don’t assist you with your luggage, or refuse to take cash and insist on card/contactless payment (for obvious reasons), please don’t be offended, complain to a manager or leave us a bad review (we know you wouldn’t, but we have to put it out there) – our team are simply trying to keep you safe. Our staff are also wearing face masks and will be serving you wherever possible from behind plexiglass screens as a purely precautionary measure — not because they are unwell (if they were, they wouldn’t be at work). Staff, like guests, are using hand sanitizer at every opportunity. It’s worth noting that, even under normal circumstances, Pangea is a relatively ‘contactless’ hotel – this is because we utilise a range of contact-limiting technologies, such as self check-in kiosks, electronic wristband key-cards (which also double as a payment method), and an in-house guest-messaging platform that removes the need for you to ever wait in line to ask a question at reception.
  7. We're investing (heavily) in technologies to improve airflow.
    We don’t just mean spending a little extra on a special kind of disinfectant (although we’re doing that too!). We’re investing literally thousands of dollars into airflow machinery that breaks down molecules — including viruses — with ultraviolet (UV) light. This is despite Pangea being one of the airiest properties in Whistler. To complement this, our windows will remain open as much as possible throughout the hotel to ensure a constant supply of fresh, mountain air.
  8. We're asking our guests and staff to be vigilant at all times.
    While most of the measures we’re taking to protect Pangea People are within our power to enact, we’ll of course be asking our hotel guests to self-monitor their own health, abide by social distancing rules, and respect their fellow guests. We’re doing this using various forms of communication, including SMS messages directly to your phone and large, conspicuous signage throughout the hotel. This also means that if you feel uncomfortable by the actions of another guest (specifically the disregard of measures designed to keep everyone safe), we want you to feel confident in respectfully asking them to stop what they are doing, because we’ll most certainly have your back. We’re sure it won’t come to that, but it’s reassuring to know we’ll absolutely enforce the rules.
  9. We're taking immediate action if a guest becomes unwell during their stay.
    It remains very unlikely that guests will become unwell during their stay at Pangea – especially given that we’ll be checking temperatures on arrival and refusing access to those with fever-like symptoms (see point 2, above). However, it’s good to know we have the procedures and protocols in place should this happen. If a guest shows symptoms of having a fever – any kind of fever – all other guests occupying the suite will be relocated to another one (we’ll have several empty suites on standby). The symptomatic guest will then be asked to remain in the original suite until arrangements can be made for their departure from the hotel. Once the guest has departed the suite will be quarantined for 72 hours and thoroughly disinfected.
  10. We're active monitoring the latest updates with regards to COVID-19, and will take appropriate additional steps to protect our guests should they be required.
    We said in point 1 that we’re adhering to the BC Ministry of Health’s requirements for sanitation and social distancing in hotels in the light of COVID-19. It goes without saying that we’re also actively monitoring this advice (as well as the global, national and local situation in general), and we’ll respond quickly to any changes as they happen.
    We want you to feel reassured that this health crisis is not something we take lightly, and that we’re taking every possible step we can to protect your health and wellbeing during your stay at Pangea.

For a full review of Pangea’s COVID-19 safety plan as created per WorkSafeBC guidelines: https://docs.google.com/document/d/1j8m4geyHYWpCIKD-FxItM0PbXkL0AbtI9Jrt1cjvV8g/edit?usp=sharing

(Updated June 30, 2020)


Deposit and Cancellation Policies


During this time of uncertainty, Pinnacle Hotels is offering a flexible booking option. For guests with existing reservations for all future arrival dates, including prepaid, non-refundable rates, we will allow full changes or cancellations without penalty up to 24 hours prior to arrival, as long as the change or cancellation is made by July 31, 2020. For new reservations for any future arrival dates, you can rest assured we have converted all our offers to flexible cancellation policies allowing you to change or cancel up to 24 hours prior to arrival. Please note, changes to reservations may be subject to availability and any rate changes.


WRITTEN CANCELLATION POLICY:

REGULAR SEASON 2020: MAR 15 - DEC 23
Cancellation policy is 24 hours prior to arrival. If cancelled within this window, a cancellation fee of 1 nights room and taxes will apply.

FESTIVE SEASON 2020/2021: DEC 24 2020 - DEC 31, 2020
21 days prior to arrival the full balance of your stay will automatically be charged to the credit card on file. If your stay is cancelled inside of 21 days of arrival, the full amount is non-refundable.

WINTER SEASON 2021: JAN 1 - APRIL 4, 2021
21 days prior to arrival the full balance of your stay will automatically be charged to the credit card on file. If your stay is cancelled inside of 21 days of arrival, the full amount is non-refundable.

REGULAR SEASON 2021: APRIL 5 - DEC 23, 2021
Cancellation policy is 48 hours prior to arrival. If cancelled within this window, a cancellation fee of 1 nights room and taxes will apply.

NO SHOWS:
No-shows are treated as cancellations and the policies above apply.


WRITTEN DEPOSIT POLICY:

REGULAR SEASON 2020: MAR 15 - DEC 23
No deposit is required for stays, 24hr cancellation applies.

PEAK FESTIVE SEASON 2020/2021: DEC 24, 2020 - DEC 31, 2020
The full amount equal to your total stays room and taxes will be processed on your credit card 21 days prior to arrival at which point the booking will be non-refundable.

WINTER SEASON: JAN 1, 2021 - APRIL 4, 2021
The full amount equal to your total stays room and taxes will be processed on your credit card 14 days prior to arrival at which point the booking will be non-refundable.

REGULAR SEASON 2021: APRIL 5 - DEC 23, 2021
No deposit is required for stays, 48hr cancellation applies.

PEAK FESTIVE SEASON 2021: DEC 24, 2021 - DEC 31, 2021
The full amount equal to your total stays room and taxes will be processed on your credit card 21 days prior to arrival at which point the booking will be non-refundable.

WINTER SEASON: JAN 1, 2022 - APRIL 17, 2022
The full amount equal to your total stays room and taxes will be processed on your credit card 14 days prior to arrival at which point the booking will be non-refundable.

NO SHOWS:
No-shows are treated as cancellations and the policies above apply.




Covid-19 Policies & Procedures


The safety and security of our guests and team members remain our highest priority. We take great pride in maintaining the highest standards of cleanliness and hygiene.

In response to the Coronavirus disease (COVID-19) outbreak, we have taken additional measures to follow the guidelines of the global and local public health authorities (including the World Health Organization and Provincial Health Services Authority) to make our cleaning and hygiene protocols even more rigorous:

• Ongoing briefings and enhanced operating protocols.
• Increased frequency of cleaning our public areas and key touch-points (including lobbies, elevators, door handles, public bathrooms, etc.) and continue the use of a hospital-grade disinfectant.
• Continue to adjust food and beverage service by following current food safety recommendations.
• Increased deployment of antibacterial hand sanitizers placed throughout the hotel.
• Activated our response teams to provide around-the-clock assistance and equipped to act quickly should a case of the Coronavirus present itself at one of our hotels.

POOL & FITNESS FACILITIES:
As a precaution to ensure we are complying with all measures to help reduce the spread of COVID-19 we have closed our pool and fitness facilities until further notice.

• High touch surfaces are being regularly disinfected
• Hand sanitizer is available in the lobby for guests
• Pool / hot tub - Will be open July 1 with capacity restrictions 
• Employees are using PPE
• Plexiglass has been installed at the front desk
• Rooms currently remain unoccupied for 24hrs between guests
• Enhanced cleaning procedures are being taken during guest room cleaning

(Updated June 26, 2020)


Deposit and Cancellation Policies



Written Cancellation Policy:

MAY 1, 2020 - DECEMBER 24, 2020
•Credit Card guarantee is required at time of booking.
•Full payment is taken at 48 hours before arrival.
•Cancellations outside 48 hours will not be penalized. Cancellation within 48 hours prior to arrival by 4:00pm local hotel time will forfeit the full amount. •Cancellation fee applies if all or any part of reservation is cancelled, either before arrival date or during the stay. No shows and early departures are regarded as a cancellation and the hotel will charge full penalty.

CHRISTMAS - DECEMBER 25, 2020 - JANUARY 3, 2021
•Credit Card guarantee is required at time of booking.
•Full payment is charged 30 days prior to arrival date.
•Cancellation outside 30 days will not be penalized.
•Cancellation within 30 days of arrival will forfeit the full amount. Cancellation fee applies if all or any part of reservation is cancelled, either before arrival date or during the stay. No shows and early departures are regarded as a cancellation and the hotel will charge full penalty.

MAY 1, 2021 - NOVEMBER 19, 2021
•Credit Card guarantee is required at time of booking.
•Full payment is taken at 48 hours before arrival.
•Cancellations outside 48 hours will not be penalized. Cancellation within 48 hours prior to arrival by 4:00pm local hotel time will forfeit the full amount.
•Cancellation fee applies if all or any part of reservation is cancelled, either before arrival date or during the stay. No shows and early departures are regarded as a cancellation and the hotel will charge full penalty.

CALL-IN OFFERS
Call-In Only offers are non-refundable. Payment is taken at the time of booking and non refundable thereafter. We suggest you have travel insurance to cover any unforeseen circumstances.

WRITTEN DEPOSIT POLICY:

Damage Waivers/Security Deposit: A pre-authorisation of full room and tax + $200 per room will be held on the guests credit card.



Covid-19 Policies & Procedures


GENERAL SAFETY PRECAUTIONS
- Every desk agent is to use their own computer, never switching to another computer or using the alternate desk computer
- Staff Sanitize your hands regularly
- Wipe down the desk, phone, keyboard, screen once every hour, or spray with disinfectant spray
- Lost and found doesn’t exist, have to throw out everything
- If sick, don’t come to work
- If maintenance is needed inside the room the guest will either have to leave or go sit on their balcony while maintenance deals with the issue
- If the guest REALLY needs something delivered after they’ve already checked in the houseman can deliver it and put it in a bin in front of their door
- NOT TAKING CASH

PRE-ARRIVAL PROCEDURES
- If guest needs items in their room they will need to send us a list prior to arrival (dishes, pots, pans, toaster, ice bucket, robes, iron/ironing board)
- Pool and hot tub open - guests will need to sign up for 1hr time slots in advance
- We CANNOT take luggage

CHECK-IN PROCEDURES
- Touchless check in so we take payment on the credit card on file for their reservation rather than swiping this CC on check in
- No scanning IDs - look at through the plexi glass
- On check in, we will need to double check if they need anything ‘on request’

CHECK OUT PROCEDURES
- Touchless check out
- No paper receipts, only email
- MAKE SURE that we let the guest know about the government regulations. We CANNOT keep lost and found items

NOT OFFERED ANYMORE
- cribs/cots
- dog bowls, treats, beds
- snack baskets
- sock monsters
- room service
- Coffee machine in lobby
- Fruit water
- Candy corner
- Happy hour
- Fish
- laundry
- BBQ
- water in the lobby, only the touchless one
- Sauna
- Stay over clean

AVAILABLE ON REQUEST
- Extra dishes, pots, pans, cups, colander, mixing bowl, cutting board, can/bottle opener, ladle, grater, spatula, wine glasses, mugs
- Toaster
- Kettle
- Sofa bed made up
- Blankets, pillows for sofa bed
- Hangers
- More towels
- Hair dryer
- Ironing board/iron
- Paper towels
- Coffee machine
- Sugar, tea, coffee, coffee mate, S&P
- Ice bucket
- Dish soap, sponge

STILL IN THE ROOM
- Ipad
- Sofa bed
- Balcony chairs
- 2 hand towels, 2 face clothes, 1 bath mat
- Shower liner
- Shower waffle
- TP, wrapped not on the rack
- Moisturizer, Body wash, Shampoo, Conditioner, Hand wash
- 2 plates, 2 bowls, 2 mugs, 2 spoon, 2 fork, 2 knives
- Laminated channel guide
- Remote controls in bags
- Luggage rack

HOUSEKEEPING

  1. On the day of guest departure, spray room with sanitiser and then the room is able to be cleaned
  2. Sanitize outdoor door handle, open door using vegas door opener, sanitize inside handle
  3. disinfect key cards
  4. All linens and towels are removed from the room and placed in a clear bag within the room and remain separate.
  5. Remove gloves correctly and dispose, sanitize hands and put new gloves on between each room
  6. Sanitize ALL surfaces potentially touched by guests. Allow disinfectant to work on surfaces prior to wiping door handles, ipad, surfaces, lamps, remote, taps, pumps for body wash, hairdryer, faucet, handles, toilet roll holders, bins, etc.
  7. Fresh towels and shower curtain in each room
  8. Dust using microfibre cloths. Place the microfibre cloths in a bag. DO NOT MIX WITH OTHER LAUNDRY. Change microfibre cloths after dusting a room.
  9. Mop and change the mop head when entering a different room.

HOUSEKEEPING FOR GUEST IN SELF-ISOLATON

  • Do not provide housekeeping service to rooms where individuals are/have been in isolation. Fresh linens and other supplies can be left outside the door.
  • Advise guests to not use any common hotel areas, equipment or appliances.
  • Support guests by offering food to be delivered in front of the room using a housekeeping cart. Ensure they are using disposable cutleries.
  • Provide information on local pharmacies offering delivery services.

(Updated July 13, 2020)


Deposit and Cancellation Policies



MARCH 30, 2020 – SEPTEMBER 5, 2020
• A non-refundable deposit of 1st night’s room and tax will be charged at the time of booking
• The remaining balance will be charged 2 days prior to arrival and is non-refundable

SEPTEMBER 6, 2020 – NOVEMBER 21, 2020
• A non refundable deposit of 1st night’s room and tax will be charged at the time of booking
• The remaining balance will be charged 2 days prior to arrival and is non-refundable

NOVEMBER 22, 2020 – DECEMBER 6, 2020
• A non refundable deposit of one night's room and tax will be charged at the time of booking.
• The remaining balance will be charged 30 days prior to arrival and is non-refundable.

DECEMBER 7, 2020 – JANUARY 5, 2021
•A non refundable deposit of one night's room and tax will be charged at the time of booking.
• The remaining balance will be charged 60 days prior to arrival and is non refundable.

JANUARY 6, 2021 – APRIL 26, 2021
• A non refundable deposit of the 1st night's room and tax will be charged at the time of booking.
• The remaining balance will be charged 30 days prior to arrival and is non-refundable.



 

Covid-19 Policies & Procedures


SUNDIAL’S COMMITMENT TO YOUR HEALTH AND SAFETY

To ensure our guests book and stay with us with absolute confidence, we have launched a new cleaning regiment as set out by the British Columbia Hotel Association. This program focuses on elevating our existing high standards of hygiene and cleanliness procedures.

Starting with our public spaces and high-traffic areas and to reduce personal interaction, we have installed a plexiglass shield at our front desk, placed social distancing markers in our lobby as well as, a maximum number of people in our lobby, elevators and introduced a sanitary, a touchless arrival and departure experience.

We have increased the frequency of sanitizing and disinfecting surfaces and all high-traffic areas using recommended cleaning products. As an extra safety measure following each check-out, our guest rooms are quarantined in between guests stays and cleaning.

We continue to provide a healthy and safe work environment for all of our hotel team members through enhanced training of our health and safety procedures and providing them with personal protective equipment so they can continue to feel safe while taking care of our guests.

Please see below, a list of precautions we are taking at our hotel:

  • Public spaces are frequently sanitized through out the day, paying extra attention to high touch areas.
  • Visible checklists are displayed in lobby for your piece of mind.
  • We have implemented a touch free arrival and departure experience.
  • The hotel lobby doors are locked 24 hours per day and only accessible by our guests and staff.
  • No person will enter a suite after a guest departs until the quarantine period has passed.
  • In addition to our existing high cleaning standards, staff pay close attention to disinfecting high traffic tough areas throughout guest suites.
  • All linens and towels in suites are replaced after each guest departure.
  • All high touch items and stationary have been removed from guest suites.
  • All pieces of kitchen cutlery, utensils, glassware, dishware and bakeware is run though a dishwasher cycle after each departure.
  • All of our team members have training on hygiene best practices as well as receive daily temperature checks before entering the hotel. As well as, provided with PPE equipment while performing cleaning duties.
  • Please note, to ensure the safety of our guests and team member’s alike, we will not be offering daily housekeeping service, in-room requests or valet service until further notice. We are more than happy to delivery fresh linens and amenities to guest suites upon request.
  • Due to social distancing guidelines, our roof top hot tub will be closed until further notice. The pool area will remain closed throughout the summer season. Please contact our guest services team to enquiry about booking a luxurious private hot tub suite!

(Updated June 26, 2020)


Deposit and Cancellation Policies



Written Cancellation Policy:

MAY 1, 2020 - November 25, 2020
Full payment will be charged 72 hours prior prior to arrival. If cancelling within 72 hours of the arrival date full payment is non-refundable. No refunds are given for early departures. Primary guest must be over the age of 21 to check in. Hotel parking fees are applicable.

NOVEMBER 26, 2020 - DECEMBER 17, 2020
Full payment will be charged 14 days prior to arrival. If cancelling within 14 days of the arrival date full payment is non-refundable. Primary guest must be over the age of 21 to check in. Hotel parking fees are applicable.

DECEMBER 18, 2020 - JANUARY 2, 2021
Full payment will be charged 45 days prior to arrival. If cancelling within 45 days of the arrival date full payment is non-refundable. Primary guest must be over the age of 21 to check in. Hotel parking fees are applicable.

JANUARY 3, 2021 - APRIL 30, 2021
Full payment will be charged 14 days prior to arrival. If cancelling within 14 days of the arrival date full payment is non-refundable. Primary guest must be over the age of 21 to check in. Hotel parking fees are applicable.

MAY 1, 2021 - NOVEMBER 24, 2021
Full payment will be charged 72 hours prior prior to arrival. If cancelling within 72 hours of the arrival date full payment is non-refundable. No refunds are given for early departures. Primary guest must be over the age of 21 to check in. Hotel parking fees are applicable.


WRITTEN DEPOSIT POLICY:

MAY 1, 2020 - NOVEMBER 25, 2020
Full payment will be charged 72 hours prior prior to arrival. If cancelling within 72 hours of the arrival date full payment is non-refundable. No refunds are given for early departures. Primary guest must be over the age of 21 to check in. Hotel parking fees are applicable.

NOVEMBER 26, 2020 - DECEMBER 17, 2020
Full payment will be charged 14 days prior to arrival. If cancelling within 14 days of the arrival date full payment is non-refundable. Primary guest must be over the age of 21 to check in. Hotel parking fees are applicable.

DECEMBER 18, 2020 - JANUARY 2, 2021
Full payment will be charged 45 days prior to arrival. If cancelling within 45 days of the arrival date full payment is non-refundable. Primary guest must be over the age of 21 to check in. Hotel parking fees are applicable.

JANUARY 3, 2021 - APRIL 30, 2021
Full payment will be charged 14 days prior to arrival. If cancelling within 14 days of the arrival date full payment is non-refundable. Primary guest must be over the age of 21 to check in. Hotel parking fees are applicable.

MAY 1, 2021 - NOVEMBER 24, 2021
Full payment will be charged 72 hours prior prior to arrival. If cancelling within 72 hours of the arrival date full payment is non-refundable. No refunds are given for early departures. Primary guest must be over the age of 21 to check in. Hotel parking fees are applicable.



Covid-19 Policies & Procedures


PHYSICAL DISTANCING:
- As recommended by the BCCDC’s social distancing guidelines, guests shall be advised to practice physical distancing by standing at least six feet away from other groups of people not travelling with them, including any area where guests or employees’ queue. Such areas shall be clearly marked for appropriate physical distancing, and where possible, encourage one-way guest flow with marked entrances and exits.
- Guests advised to practice physical distancing through posted signage.
- Areas will be clearly marked for physical distancing.
- One-way guest flow with marked entrances and exits and stairwells will be put in place to encourage social distancing.
- Reconfigure public seating areas (lobby) to promote physical distancing.
- When mask is worn, greet guests with a non-verbal signal such as a wave.
- Tone of voice ensure the guest feels calm, safe and reassured.

SELF-ISOLATION:
- Self-isolation means staying in place and avoiding situations where you could come in contact with others. People are required to self-isolate for many reasons.
- Hotel operators and staff may not know who in the facility is self-isolating or why. For all of these reasons, it is important to follow this guidance at all times, for all guests and staff.
- Individuals may NOT self-isolate in a place where they will be in contact with vulnerable people, such as seniors and individuals with underlying health conditions.
- Isolated individuals may NOT use any common hotel areas or implements, including ice and vending machines.
- As of March 25, 2020, all persons arriving in Canada from abroad quarantine and self-monitor for symptoms for 14 days under the Quarantine Act.
- As of April 14, 2020, all international travellers returning to B.C. are required by law to self-isolate for 14 days and complete a self-isolation plan. Travellers who do not have a self-isolation plan, are not able to arrange adequate support, or do not have a location to self-isolate will be directed to provincial accommodation, which may include hotels.
- Support self-isolated guests to have food delivered to them.
- Support self-isolated guests to procure prescriptions and medications.
- Asymptomatic self-isolated guests can leave the hotel to attend critical appointments.
- Guests in isolation cannot receive housekeeping service.

ARRIVAL PROCESS:
- Guests with reservations will be advised upon arrival of the flow at check in via email or phone. Guests will be encouraged to only have one person come up to the front desk in their party to avoid over crowding and challenges with social distancing.
- Upon arrival at the hotel, there are multiple hand sanitizing station at the entrance of the hotel.
- There are signs posted at the entrance of the hotel asking guests to NOT enter the property if they are displaying any of the symptoms of Covid-19.
- The lobby floors will be marked with stickers and signage indicating the social distancing requirements of 2 meters apart.
- A stanchion will direct guests to the appropriate area to line up at the front desk.
- Plexi glass is installed at the front desk.
- Items such as key cards, pens, pin pad etc. will be sanitized after every use.
- Employees are not allowed to handle guest’s luggage. Guests needing to store their bags can place them in the storage locker or leave them in their vehicle.
- Guests that utilize a bell cart should be asked to return the cart directly to the front desk so it may be wiped down after use.
- Employees should wear vinyl gloves if handing items to guests or sanitize their hands before and after passing to or accepting something from a guest.
- If stepping out from behind the plexi glass, all employees must wear a mask.
- All registered guests provide a phone number or email address in which we can get a hold of them if required.

DEPARTURE PROCESS:
- Upon guest’s departure, keys should be wiped down before being used again.
- Guests should be encouraged to receive a final receipt via email.
- Bell carts if used by guests should be wiped down after use.

ELEVATOR AND STAIRWELL USE:
- Markers and signage will indicate the required distance between guests wanting to use the elevator.
- Elevator occupancy is limited to 1 person due to the elevator size or members of the same household.
- Signage indicating location of stairwells will be clearly visible. The south stairwell will be used for UP only and the NORTH stairwell for down travel. Social distancing signs will be placed in the stairwells.

GUEST ROOMS:
- As the hotel does not anticipate running at full occupancy, guests should be pre blocked into rooms keeping them from other occupied guest rooms.
- As housekeeping service cannot be provided by law during a guest stay, depending upon the number of occupants in the room extra towels and amenities should be stocked in the guest’s room.
- If a guest enters a room and decides they would like a different room, the room in which they entered cannot be used until it is inspected and sanitized.

HOUSEKEEPING:
- Housekeeping staff must practice diligent hand hygiene at all times during their shift. See posted signs at all hand wash stations for proper handwashing procedures.
- Do NOT provide housekeeping service within guest rooms during their stay.
- Ensure that an adequate supply of clean towels, toilet paper, hand soap, shampoo and garbage bags are available prior to guests entering their room.
- If requested, leave fresh linens, toiletries and cleaning supplies outside the door of guest rooms.
- Provide these items at a frequency that maintains good hygiene or as requested. Items should be bagged in a clean bag and hung on the guest’s door.
- Provide a linen or plastic bag for the guest to place their dirty linens in, and a plastic bag for their other waste.
- To minimize the amount of time dirty linen and waste is sitting in hallways, advise guests on a time at which items should be put out for collection.
- Ensure employees do NOT enter vacated guest rooms until authorized by housekeeping supervisor or manager.
- To allow for adequate air exchange within rooms, staff should wait three (3) hours after a guest has left the room before entering for housekeeping. If possible, the following day would be preferred.
- Housekeepers must practice diligent hand hygiene before entering and after leaving each guest room. A new pair of gloves should be used for every guest room. Proper hand hygiene must be performed after removing gloves.
- Housekeepers should use the standard Personal Protective Equipment (e.g., eye protection, mask) required for the regular hazards encountered through their normal course of work (e.g., handling chemicals) and to avoid splashing.
- Use clean cloths, paper towels or wipes to clean and disinfect surfaces. Avoid the use of spray bottles or pressurized sprayers that might aerosolize contaminants.
- Our cleaning chemicals are approved by health Canada for use and have a designated DIN drug Identification Number. Housekeepers must follow the instructions on proper use of these chemicals.
- Complete a thorough cleaning and disinfection of all hard surfaces. Special attention should be given to frequently touched items such as toilets, sinks, faucets, doorknobs, light switches, telephones, remote controls, bar fridges and garbage cans.
- Remove all cloth items (e.g., shower curtains, sheets and towels). Take all dirty linens and towels directly to the laundry.
- Empty all garbage containers. Wipe down the garbage container.
- Discard all items left in the room by guests.
- Discard all single-use items and remnants, even if they seem unused or untouched. This includes, but is not limited to, toilet paper, soap, shampoo, and sugar packets.
- ALL glassware, cutlery and dishes in the room must be washed in the dishwasher regardless of whether they were used or not.
- Thoroughly vacuum the room with the HEPA filter vacuum.
- If spot cleaning is required on a carpet, it should be cleaned using the steam cleaner with a minimum of 71-degree setting used.

LAUNDRY:
- Linens and towels must be bagged and transferred to the laundry room for processing. Linens being sent out for cleaning can be left in the bags and placed in the linen carts for pick up.
- Towels will continue to be washed onsite with the existing chemicals and warmest temperature settings.
- Pool towels will be distributed at the front desk by employees wearing gloves.
- Incoming clean laundry should be placed into the housekeeping closets and handled with clean gloves.

PUBLIC AREA CLEANING:
- Cleaning and disinfecting shall be frequent (multiple times per day) with an emphasis on frequent contact with hard non-porous surfaces including, but not limited to, front desk check-in counters, elevators and elevator buttons, door handles, public bathrooms, vending machines, ice machines, room keys and locks, stair handrails, pool seating and surrounding areas.
- Clean and disinfect hard non-porous surfaces multiple times per day using Ecolab 14 general cleaner.
- The chemicals should be sprayed into the rag to prevent splashing.
- A tracking sheet must be filled out daily recording time, date and person who cleaned the public areas.

MAINTENANCE:
- As with Housekeeping, non-urgent in- room maintenance issues should be halted until a room is no longer occupied and has been cleaned according to post-occupancy standards.
- If an instance arises where maintenance must be performed immediately in an occupied room, the option of moving the guest can be offered. If the guest would like to stay in the room, the maintenance person should enter at a mutually agreeable time with the guest and conduct the repair, preferably with the guest not in the room. Depending upon the repair, housekeeping may be required to enter the room upon completion of the repair to re sanitize the area of the repair.

SHARED EQUIPMENT:
- Shared tools and equipment shall be disinfected after each shift or transfer to a new employee.

ROOM RECOVERY PROTOCOL:
- In the event of a presumptive case of COVID-19 the affected guest room shall be removed from service and quarantined. The guest room shall not be returned to service until undergoing an enhanced cleaning and disinfecting.

TEMPORARY CLOSURES:
- The meeting room, child’s playground and sauna are temporarily closed due to social distancing or an ability to maintain a safe environment.

If you have any questions or comments regarding this health and safety plan, please feel free to email us at info@tantaluslodge.com.

(Updated July 15, 2020)


Deposit and Cancellation Policies



WRITTEN POLICIES:

SUMMER SEASON: April 20, 2020 - November 20, 2020
*Full Payment is due 24 hours prior to arrival and full amount becomes non-refundable, non-changeable and non-cancellable at this time.

WINTER SEASON: November 21, 2020 - December 18, 2020 & January 5, 2021 - April 20, 2021
*Full Payment is due 30 Days prior to arrival and full amount becomes non-refundable, non-changeable and non-cancellable at this time.

HOLIDAY SEASON: December 19, 2020 - January 4, 2021
*Full Payment is due 60 Days prior to arrival and full amount becomes non-refundable, non-changeable and non-cancellable at this time.

Covid-19 Policies & Procedures


At the Blackcomb Lodge we have ensured our guests can have a worry free stay by implementing unobtrusive measures that provide guest safety and security.

In our public areas, where possible, we have installed physical barriers to ensure Social Distancing and placed Hand-Sanitizing stations strategically throughout. All surfaces are wiped down frequently. Social Distancing is easily achieved with our extra wide hallways and staircases with no need to use the elevator, unless required.

In our guest rooms we have installed new sanitizing dishwashers in the kitchen area where you will find your freshly sanitized dishes and kitchen wares ready for use without any possible contamination from outside sources. Our fully equipped kitchens make preparing meals as easy as possible whether you pick up a prepped meal from a restaurant or bring your own groceries. Linens and towels are all washed on site in our commercial sanitizing laundry facility so there is complete control of these items and they never leave our building. We only use Eco-lab cleaning and laundry products that are approved by the Canadian Government as cleaning agents that kill the Covid-19 virus.

Currently our hot-tub is being replaced. When completed the increased size will accommodate Social Distancing when government guidelines allow.

Our location is in the heart of Whistler village with easy access to all Whistler has to offer.

We know that at this moment the most important thing is that you trust us to make our hotel as safe as possible so that your stay will be stress-free. Please come to the Blackcomb Lodge to get outside and stay healthy.

(Updated July 13, 2020)


Deposit and Cancellation Policies



SUMMER SEASON: May 1 to November 30
- Upon booking 1 night's room plus tax is charged and it is non-refundable.
- The remaining balance is charged 2 days prior to arrival.
- If you cancel within 2 days of arrival date, full reservation amount is non-refundable.

GENERAL WINTER SEASON: December 1 to December 23, 2020 & January 3 to April 30, 2021
- Upon booking 1 night's room plus tax is charged and it is non-refundable.
- The remaining balance is charged 14 days prior to arrival.
- If you cancel within 14 days of arrival date, full reservation amount is non-refundable.

PEAK WINTER SEASON: December 24, 2020 to January 2, 2021
- Full payment at time of booking and is 100% non-refundable.
- No refunds for cancellation or early departures.



Covid-19 Policies & Procedures


We are all going through a time that we never could have imagined. Everywhere we look, the COVID-19 pandemic has completely disrupted our lives. As a result, significant societal changes must be made.

The hospitality industry has been affected greatly, making it extremely challenging to operate hotels and restaurants. With that in mind, I unfortunately must announce that we at the Listel Hospitality Group in Canada have made the very difficult decision to temporarily close our hotel and restaurant operations. The health and well-being of our valued employees, and you, our guests must come first.

The restaurant operations of Forage in Vancouver and Bearfoot Bistro in Whistler will remain operating with an extremely limited number of value focused take-out options. Our hope is to be able to help our staff and our communities as much as possible during these challenging times by providing some nourishment and positivity.

Allow us to take the opportunity to commend the outstanding work that all our teams have done to ensure the safety of all involved while working towards this closure.

I appreciate that you, as a guest, is really what makes this industry special. The opportunity to meet incredible people from around the globe and from many different walks of life is what will inspire this industry to show resilience through these difficult times. We truly cannot wait to have you back to our hotels and restaurants once this has passed and we are safely able to re- open our doors.

On behalf of all of us at Listel Hospitality Group, please stay safe, and please stay positive.

(Updated August 5, 2020)


Deposit and Cancellation Policies



APRIL 26, 2020 – NOVEMBER 13, 2020: (Spring/Summer/Fall 2020)
- Full payment is taken 4 days prior to expected arrival date and is non-refundable.

NOVEMBER 14, 2020 – DECEMBER 11, 2020: (Early Season Winter 2020)
- Full payment is taken 21 days prior to expected arrival date and is non-refundable.

DECEMBER 12, 2020 – DECEMBER 31, 2020: (Christmas 2020)
- Full payment is taken 60 days prior to expected arrival date and is non-refundable.

JANUARY 1, 2021 – APRIL 25, 2021: (Winter 2021)
- Full payment is taken 21 days prior to expected arrival date and is non-refundable. 


Covid-19 Policies & Procedures


As we welcome you back to our hotels around the world, we are committed to providing you with a safe environment that aligns with expert protocols for working to defeat COVID-19. Consisting of in-house and outside experts in food and water safety, hygiene and infection prevention, and hotel operations, our Marriott Cleanliness Council is redefining our cleaning and safety standards. We will actively monitor and evolve our solutions to ensure a continued focus on the health and safety of our guests and associates.

PUBLIC SPACES
Starting with our public spaces and high-traffic areas, we are going above and beyond our normal protocols. We are cleaning surfaces with increased frequency, dedicated staff, and recommended cleaning agents.

HAND SANITIZER:
Hand sanitizing stations are being installed at hotel entrances, at our front desks, our elevator banks, and meeting spaces.

SOCIAL DISTANCING:
Signage in public spaces will remind our guests to maintain social distancing. We will be adding partitions at check-in to provide an extra level of precaution for our guests and our associates.

GUEST ROOMS:
In guest rooms, we have elevated our rigorous protocols to thoroughly clean all surfaces with hospital-grade disinfectants. And we will be placing disinfecting wipes in each room for your use.

NEW CLEANING TECHNOLOGIES:
We are rolling out enhanced technologies including electrostatic sprayers to sanitize surfaces throughout the hotel. We are also testing ultraviolet light technology for sanitizing guest keys and devices shared by associates.

MOBLIE APP:
Our mobile technologies provide reassurance and distancing options for our guests. In over 3,200 hotels, your phone can be used to check in, access your room, and order room service.

POOL: 
Open 7am - 9pm
Limited to 20 ppl, 1 hour per guest, first come, first served basis. No booking system. pool attendant onsite. If pool is full, pool attendant creates a wait list and advise the guest what time they can come. They clean and sanitize every hour.

All policies can change at any minute if there is any order from government. 

(Updated July 21, 2020)


Deposit and Cancellation Policies



SHOULDER SEASON: May 1-June 17 / Sept. 15 - Nov. 27, 2020
• All cancellations after 48 hours prior to arrival date, are non-refundable and non-transferable.
• No shows are regarded as a cancellation and are fully non-refundable.

SUMMER SEASON: June 28 - Sept. 14, 2020
• At time of reservation, a non-refundable booking deposit, equivalent to one nights room and tax is processed
• Full payment is charged 72 hours prior to arrival date.

WINTER SEASON: Nov. 28 - Dec. 25, 2019 & Jan. 5 - Apr. 30, 2020
• At time of reservation, a non-refundable booking deposit equivalent to one nights room and tax is processed
• Full payment is charged 30 days prior to arrival date, or on the booking date if less than 30 days prior to arrival date
• Cancellations outside of 30 days prior to arrival date will forfeit the booking deposit.
• Cancellations within 30 days prior to arrival date will forfeit full payment.



Covid-19 Policies & Procedures


Aspens pool restrictions in place: Pool access is based on a reservation basis until further notice. Guests will receive updated information upon check-in. Access is limited to 30 minute time slots which have to be booked on the day of directly with the pool host at the pool. Max 10 people at a time. Open 12pm-8pm

(Updated June 26, 2020)


Deposit and Cancellation Policies



Written Cancellation Policy:

GENERAL CANCELLATIONS
• First night deposit + the full resort fee are due at the time of booking and are non-refundable.
• Final payment is processed 45 days prior to arrival.
• Reservations cancelled within 45 days of arrival are completely non-refundable.

"NON-REFUNDABLE" RATES AND PROMOTIONS
Reservations for "non-refundable" promotions and rates are 100% non-refundable at all times. Modifications are subject to approval by Whistler Retreats.

UNDER-AGE GUESTS
Cancellations for bookings made for or by under-age guests are non-refundable. If a guest completes a reservation, the guest is accepting this cancellation policy and will be bound by it. **REFUNDS WILL NOT BE OFFERED TO UNDER-AGE GUESTS WHO BOOK DESPITE THE AGE POLICY**

NOTE:
Completing a reservation by providing your credit card details and billing information serves as your acceptance of all stated policies. It is each guest's responsibility to read and understand the policies which apply to the reservation prior to completing the reservation process. Refunds will not be provided for guests who fail to read and/or understand the policies which apply to their reservation(s).



Written Deposit Policy:

STANDARD POLICY*
• One night plus tax + the full resort fee are due at the time of booking.
• Final balance is due 45 days prior to arrival.
*Does not apply to non-refundable rates.

NON-REFUNDABLE RATES
Full payment due at the time of booking for any rate or promotional shown as "Non-Refundable".

IMPORTANT:
THE LODGING RESERVATION MUST BE MADE IN THE CARDHOLDER'S NAME. THE PRIMARY GUEST (CARDHOLDER) MUST BE STAYING IN THE UNIT - THIRD PARTY BOOKINGS ARE NOT PERMITTED. Unless otherwise indicated at the time of booking, Whistler Retreats will fulfil your reservation and take payment for your lodging in accordance with the policies. Your credit card statement will show the charge as coming from Whistler Retreats.

(Updated July 21, 2020)


Deposit and Cancellation Policies



- Two Night Deposit due at time of booking.
- Full Payment taken 30 days prior to arrival, at which point reservation becomes non-refundable.



Covid-19 Policies & Procedures


Aspens pool restrictions in place: Pool access is based on a reservation basis until further notice. Guests will receive updated information upon check-in. Access is limited to 30 minute time slots which have to be booked on the day of directly with the pool host at the pool. Max 10 people at a time. Open 12pm-8pm


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