Frequently Asked Questions (FAQ)

It is a year-round vacation village, composed of six Swiss-style buildings, that offer guests a unique experience with beautiful views of the Mont-Sainte-Anne and the surrounding countryside, as well as a relaxing indoor pool and whirlpool.

We also offer 13 golf villas on the St-Ferreol course as well as studios, condominiums, houses, country homes and cottages all with HD TV with digital terminal, fireplace, kitchen and free Wireless Internet Connection.

• Rates: Our rates include accommodation and access to specific facilities (indoor pool, spa, fireplaces). Additional fees may apply for specific services or options. Rates are displayed in CAD and include applicable taxes.
• Deposit: A deposit of 50% of the total booking amount is required to confirm your stay.
• Balance Payment: The balance must be paid 30 days before the arrival date for high, events and regular seasons (e.g., holiday period, long weekends, summer) and 14 days before for off-peak season (e.g., spring and fall season).
• Accepted Payment Methods: We prefer payments via Interac, bank transfer, or secure online payments using Visa or MasterCard. We comply with electronic transaction security standards.

• Off-peak season (e.g., spring and fall season)
  • Free cancellation up to 30 days before arrival.
  • More than 14 to 30 days before arrival: Deposit is non-refundable.
  • Less than 14 days before arrival: No refund.
• Regular season, promotions & Long weekends
  • Free cancellation up to 60 days before arrival.
  • 30 to 60 days before arrival: Deposit is non-refundable.
  • Less than 30 days before arrival: No refund.
• High season (holiday period) & Events (e.g., MTB World Cup etc…)
  • More than 30 days before arrival: Deposit is non-refundable.
  • Less than 30 days before arrival: No refund.

In case of force majeure (weather conditions, pandemics, etc.), we reserve the right to modify, reschedule, or cancel the reservation without charges. A full refund will be offered.

Pandemic Cancellation and Refund Policy:

At any time: When we are still able to offer our rental accommodations but your reservation no longer complies with the sanitary measures decreed by the public health authorities, we will offer you a future credit valid at any time, transferable and without expiration.

Future credit: (*In summer, Saint-Jean-Baptiste Day | Canada Day | Labour Day | Thanksgiving) (*In winter, Valentine’s Day weekend, Easter and economy season weekends) (*In winter, high season including Christmas | Spring Break | UCI World Cup) In the event that travel between regions is prohibited due to a pandemic or that we must close to comply with public health directives, we will offer you a future credit valid at all times, transferable and without expiry.

Full refund: In winter, economy season (mid-November to April 30)* and in summer (May 1 to mid-November)*.
Should travel between regions be prohibited due to a pandemic or should we have to close to comply with public health directives, we will offer you a full refund.

Since all accommodations are privately owned, an inventory is conducted prior to and after each occupancy. All occupants are responsible for all furnishings and the condition of each unit during their stay.

A security deposit is required for all our bookings. This amount is authorized on your credit card but not charged. A few days before your arrival, or upon arrival, we will request authorization for the deposit as follows:

• $100 for studios and 1-bedroom condos
• $200 for 2-bedroom condos
• $300 for 3-bedroom condos
• $400 for 4-bedroom condos
• $500 for 5-bedroom condos
• $600 for 6-bedroom chalets
• $1,000 for 8-bedroom houses

The authorized amount on your card will be canceled after cleaning and inspection by our maintenance team, within a few days following your departure. This authorization may be canceled within 7 to 10 business days on your credit card statement. In case of damages or non-compliance with occupancy policies, the security deposit will be used to cover corresponding costs. A detailed email with photos and the invoice will be sent to the client.

Liability and Insurance

Chalets Montmorency cannot be held responsible for theft, loss, or damage to clients’ personal property. We recommend that clients take out travel insurance to cover these eventualities.

Subject to availability, you can modify your reservation free of charge up to 14 days before arrival for 1- to 2-bedroom units, and up to 30 days for 3-bedroom units or larger. After this period, any changes will be considered a new booking and may incur fees. Not valid for stays during high and regular seasons (e.g. holiday season, spring break, long weekends, etc.).

Reception: Our offices are open every day from 10:00 AM to 8:00 PM. Off-season hours (mid-April to mid-June and mid-October to the end of November): 10:00 AM to 4:00 PM.

• Check-in: Chalets are available from 4:00 PM on the day of arrival.
• Late arrival: If you plan to arrive after 8:00 PM, please inform us by 3:00 PM on the day of arrival to arrange for self-check-in.
• Check-out: Check-out must be done before 10:00 AM.

• Early check-in:

Early check-in requests are possible, subject to availability, and are subject to a fee of $60 (plus taxes).
Early check-in can be arranged starting at 12:00 PM. Our team will send you an email to confirm availability.

Important: Please specify your early check-in request when making your online reservation.
⚠️ To guarantee an early check-in, it is necessary to book the previous night.

Special Note: During the low season, we will be happy to offer this service at no additional cost.

Although we love animals, we accept only dogs. It is mandatory to inform our reception team at the time of booking and/or upon arrival that you will be accompanied by your dog during your stay.

Cleaning fees are $25 per night per dog, up to a maximum of $125 (taxes not included).
As the owner or companion, you are fully responsible for your dog. You must clean up after your dog.
It is forbidden for your dog to relieve itself on the balconies and terraces of Chalets Montmorency.
A maximum of two dogs per unit is permitted.
Dogs are not allowed in our “Ski in/Ski out” studios.
Additionally, dogs are not allowed in the pool or the laundry room.

Each guest accompanied by a dog must also comply with the following terms and conditions:

• The safety of other guests and staff will never be compromised by your dog’s presence.
• Dogs must always be kept on a leash in public areas of the property.
• Dogs must never be left unsupervised in your unit.
• If you need to leave your dog alone in the unit, it must be in a crate.
• The tranquility of other guests must not be disturbed by your dog.
• Please bring your dog’s bed. It is forbidden to allow your dog on the beds, sofas, or chairs.
• The furniture in the unit must not be damaged by your dog during your stay.
• You are responsible for any damages caused by your dog to our property.

The management of Chalets Montmorency reserves the right to revoke your dog’s stay at any time if any of these terms and conditions are not respected, without refund of your stay.

We offer a free monitered Wireless Internet Connection in all our units as well as our reception and pool area to all of our guests.

100% Non-smoking: Chalets Montmorency is a smoke-free property, and we pride ourselves on providing a smoke-free environment. All units and common areas are 100% non-smoking. Failure to comply with this policy will incur a $200.00 penalty on your credit card for odor treatment.

We offer complimentary parking to our guests.

You are welcome to use the fireplace in your unit.

Instructions for fireplace use:

• • Open the fireplace trap before lighting the fire.
  • Use only one log at a time.
  • Do not close the glass doors of the fireplace as they may crack if the fire is too intense.
  • Never leave the fire unattended.
  • You are responsible for smoke-related damages; cleaning fees may apply.
  • Do not place any objects in front of the fireplace; a clearance of 48 inches must be maintained.
  • Do not operate bathroom fans, kitchen hoods, or fans while the fireplace is in use.
  • Ensure the fire is completely extinguished before closing the trap.
  • Artificial logs and firewood are available for sale at the reception and/or at local stores.

Please note that our “Ski in/Ski out” studios at the foot of Mont-Sainte-Anne do not have a fireplace.

You may arrange your unit to your liking upon arrival, provided that everything is returned to its original place before departure. Otherwise, additional fees may apply.

Private outdoor spa in some chalets

Since we do not want to disturb our guests during their stay, we do not provide daily maintenance for your spa. Inside your unit, you will find our spa instructions, please follow them for proper usage and maintenance of your private spa. Additional charges may apply if a misuse of the hot tub occurs.

• Please leave your unit in the condition we gave it to you.
• Please, do your dishes, place dishes and utensils in the dishwasher and start.
• Do not make beds; we will take care of them.
• Spread your towels, dish cloths and wet table cloths on the available supports.
• Please reposition the moved furniture to its original location as well as the remote control on each Videotron terminal or TV bench before leaving the premises.
• Close all windows.
• Make sure oven and coffee maker are turned off;
• Turn all thermostats to 15C.
• Take all your garbage in sealed garbage bagsinto the green garbage bins and all your recycling into the blue bins (except beer bottles) located outside in the parking lot. Extra garbage bags are available at the reception.
• Please turn off all the lights and air conditioning (if present).
• Safely lock your unit.
• Finally, please contact us or stop by the reception at your departure. This makes it much easier for our housekeeping team organization. If you are leaving earlier and the reception is closed, please notify us by email or leave a message on our voice mail.IN CONCLUSION

  It is our pleasure to welcome you in one of our units. Please respect our rules and regulations as stated above for a pleasant and worry-free stay. Please note that additional fees may be required if these are not respected.