FAQ - Frequently Asked Questions

Below, you will find all the information regarding our booking policies

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.

To confirm a reservation we require a deposit with a Visa, Mastercard or bank transfer* *(Extra fees apply)

Ecominical season (mid-november to April 30)
A deposit of one night at regular rate is required at the moment of reservation. The balance is due upon arrival.

Summer (May 1 to mid-november)
A deposit of one night at regular rate is required at the moment of reservation. The balance is due upon arrival.

Christmas & Schoolbreaks (dates may vary)
A deposit of two nights at regular rate is required at the moment of reservation. The balance payment will be due 30 days prior to your arrival. The total amount is due if you reserve within 30 days prior to your arrival.

Winter, economical season (Mid-November to April 30)*

If a cancellation or modification is received 7 days or more prior to scheduled arrival, you receive a refund less a $100 administration fee. (Taxes not included) If a cancellation is received less than 7 days prior to scheduled arrival, we will keep your deposit as a cancellation fee.

*Winter, Valentines weekend & Easter (Dates may vary)*

If a cancellation or modification is received 14 days or more prior to scheduled arrival, you receive a refund less a $100 administration fee. (Taxes not included) If a cancellation is received less than 14 days prior to scheduled arrival, we will keep your deposit as a cancellation fee.

Summer (May 1 to mid-November)*

If a cancellation or modification is received 48 hours or more prior to scheduled arrival, you receive a refund less a $100 administration fee. (Taxes not included) If a cancellation is received less than 48 hours prior to scheduled arrival, we will keep your deposit as a cancellation fee.

*Summer, St. Jean Baptiste Day | Canada Day | Labor Day | Thanksgiving

If a cancellation or modification is received 14 days or more prior to scheduled arrival, you receive a refund less a $100 administration fee. (Taxes not included) If a cancellation is received less than 14 days prior to scheduled arrival, we will keep your deposit as a cancellation fee.

Christmas, School breaks & UCI World Cup (dates may vary)

If a cancellation or a modification is received 30 days or more prior to scheduled arrival, we will keep your deposit as a cancellation fee. If a cancellation or a modification is received less than 30 days before scheduled arrival, the total amount of the reservation is non-refundable.

COVID-19 POLICY : FULL REFUND

In winter, Economical season
Summer
 (May 1 to mid-November)*

In the event that travel between regions is prohibited due to Covid-19 or that we should close in order to comply with public health directives, you will receive a full refund.

COVID-19 POLICY: FUTURE CREDIT

Christmas | School breaks | UCI World Cup | Valentines weekend | Easter (dates may vary)
Summer, St. Jean Baptiste Day | Canada Day | Labor Day | Thanksgiving

In the event that travel between regions is prohibited due to Covid-19 or that we should close in order to comply with public health directives, we will offer you a future credit valid at all times, transferable and without expiration.

 

 

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 credit card imprint of the main guest/cardholder as well as a security deposit for our bigger units is required at check in. The amount varies pending on type of unit; the security deposit will be fully refunded after the cleaning of the unit. Visa or Mastercard accepted.

SECURITY DEPOSITS REQUIRED AT YOUR CHECK IN : 3 bedroom chalet: $400 | 4 bedroom Villa: $500 |
5 bedroom Villa: $600 | 6 bedroom Chalet: $700 | 8 bedroom house: $1000.

LOST ITEMS

Chalets Montmorency is not responsible for valuables left in the rooms.

Although we love animals, pets are not included in your reservation except for dogs.

It is required to notify our reception team at reservation or at check-in that you will be accompanied
by your dog during your stay.

  • There is a housekeeping charge of 25$/night per dog. (maximum charge of $125, taxes not included)
  • Seeing-eye dogs are allowed everywhere at no extra cost.
  • We consider you as fully responsible for your dog's behaviour.
  • You must pick up after your dog's waste.
  • It is forbidden to relieve your dog on the balconies and terraces of Chalets Montmorency.
  • Maximum of 2 dogs per unit.
  • Dogs are not allowed in our "ski in/ski out" studios.
  • Dogs are not admitted to the pool area and laundry room.

Guests must also conform to the following implemented policies:

  • Security of the other clients and of the staff will never be compromised by the presence of your dog.
  • Dogs must always be on a leash while they are in any public or common place within the establishment.
  • Dogs will never be left unattended in the guest unit if you have to leave your dog alone; it will be in a cage.
  • Tranquility of other clients will never be compromised by the presence of your dog.
  • Please bring your dog's bed, it is forbidden to get your dog on beds, sofas or armchairs.
  • The initial state of the unit's furniture will not be deteriorated by the presence of your dog.
  • Damage caused by your dogs to our property is your responsibility.

The Chalets Montmorency direction has the permanent right to revoke your dog's right of stay if one or many of these policies are not respected with no refund of your stay fees.

Check-in time from 4pm.
Check-out time is 11am.

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.

The Chalets Montmorency are proud to provide smoke-free vacation rental properties and to welcome you in a smoke-free environment.

All our units as well as our common areas are 100% smoke-free. We invite you to smoke in designated areas outside the building. Failure to respect this policy will result in a $200 penalty, which will be charged on your credit card for the additional cleaning of the room.

The age for children is 17 and under.

We offer complimentary parking to our guests.

We want our guests to be comfortable so you can move furniture in your unit at your arrival. Please reposition the moved furniture to its original location before leaving the premises. If not so, we will have to charge you a fee for the additional work.

You may use the fireplace in your unit with pleasure.

Instructions to use the fireplace

• Open the fireplace damper before lighting
• Use one log at a time.
• Do not close the glass doors of the fireplace during a large or hot fire as they may shatter.
• Never leave the fire unattended.
• You are responsible for all smoke damage; cleaning fees may apply.
• Do not leave any items in from of the fireplace, a 48 inches clearance must be kept in front of the fireplace.
• Do not turn on the units bathroom, kitchen or electric fans while fire is active.
• Be sure to close the damper after fire is completely extinguished.
• Artificial logs for sale at the reception and/or fire wood at the local supermarkets, corner stores or most gas stations.

Please note our ski in/ski out studios do not have access to a fireplace.

  • 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 come by the reception to leave the keys of your unit and we will be able to say our goodbyes before you head home. We open at 10 am, if you check out earlier, please come & drop the keys of your unit in the bench inside the two main doors of the reception.

Note that additional fees may be required if there is a non-compliance with the regulations.

In order to minimize the risks inside our establishment in connection with COVID-19, the Chalets Montmorency have implemented the following preventive measures:

All employees are advised not to report to work if they have suggestive symptoms, such as fever, cough, difficulty breathing, or other symptoms related to COVID-19.

We promote hand hygiene measures by making all the necessary equipment available in our common areas (hydro-alcoholic solutions above 60%, running water with soap, disposable tissues, etc.)

Wearing a mask or face covering that covers the nose and mouth is mandatory inside the establishment.

We always require a minimum distance of 2 meters between everyone (guests, employees) inside and outside the establishment.

ARRIVALS OF OUR GUESTS

• Access to the reception of Chalets Montmorency is temporarily limited. In order to serve you safely and kindly, only one person at a time will be allowed in the reception. Wearing a mask or face covering that covers the nose and mouth is mandatory. You will therefore have to wait outside if there is already someone at the counter.

• The physical distance with the receptionist is maintained at 2 meters at all times with a plexiglass..

• We accept payments with cash but we prefer payment by credit or debit card.

• The terminals are disinfected after each payment.

• Before our guests arrive, each unit is thoroughly cleaned and disinfected using products certified by Health Canada.

DEPARTURES FROM OUR GUESTS

  • 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 come by the reception to leave the keys of your unit and we will be able to say our goodbyes before you head home. We open at 10 am, if you check out earlier, please come & drop the keys of your unit in the bench inside the two main doors of the reception.

Note that additional fees may be required if there is a non-compliance with the regulations.

If you have further questions, do not hesitate to contact us. We will be happy to answer all your questions.