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Carmana Hotel Policies.

It is a privilege that you have chosen to stay with us, and we are thankful to be a part of your Vancouver visit. Our hotel policies have been developed to ensure a safe, enjoyable, and comfortable experience for all our guests. We appreciate you following these guidelines.

CANCELLATION & NO-SHOW / NON-ARRIVAL POLICY

All cancellation requests must be received at least 48 hours prior to the arrival date (4:00 p.m. Vancouver local time) and cancelled via the original booking method (i.e. bookings made via third party online sites and travel agencies must make cancellation arrangements through the original booking source). Should a guest cancel within 48 hours of the arrival date or fail to arrive at the Carmana Hotel & Suites, a penalty charge equal to the first night accommodation plus applicable taxes & fees will be applied to the credit card provided for guarantee at the time of reservation and the remaining nights booked will be released.

GROUP BOOKING POLICY

Reservation requests for more than four suites is considered a group booking, whether booked collectively or individually via different booking sources (direct or online portals, including the the Carmana Hotel & Suites website). A Carmana team member will reach out to discuss the applicable group booking policies and cancellation restrictions. Please note that non-refundable deposits will be required in order to continue holding the space requested; otherwise the reservations made will be released for general sale.

CHECK-IN / CHECK-OUT TIME

Check-in time is at 4:00 p.m. and check-out time is at 11:00 a.m.

EARLY CHECK-IN FEES

All suites are guaranteed to be ready by 4:00 p.m. Should you arrive prior to the official check-in time and your assigned suite is ready, we will check you in immediately; however, if your suite is not ready, we can store your luggage in the interim. For a guaranteed early check-in prior to 4:00 p.m., a full night charge of the prior night will be applied.

LATE CHECK-OUT FEES

On the departure day, guests may request for a courtesy late check-out until 12:00 noon, which is subject to availability and approval by the Manager on Duty. For a guaranteed late check-out after 12:00 noon, a full night charge will be applied.

LUGGAGE STORAGE

Due to limited space, each guest is only allowed to store up to two pieces of luggage. Maximum weight per luggage must be 23 kg (50 lbs.) and maximum linear dimensions per luggage must be 158 cm (62 in).

TRAVELING WITH CHILDREN

Kids are always welcome — as long as there are adults around too! Please note that at least one registered guest of each suite must be 19 years or older. Be sure to bring ID in case we need to confirm. Up to two children (12 yrs. old & under) may stay with their parents without any extra fees, except when additional bedding is requested (i.e. sofa-bed, roll-away cot or crib). If additional bedding is requested, a $20 daily charge will apply.

ADDITIONAL GUESTS AND EXTRA BEDDING REQUESTS

Each suite category has an allotted occupancy based on the specified rates and subject to maximum occupancies ranging from 3 – 6 guests depending on the suite type. For each additional adult (13 yrs. old & up) OVER the allotted occupancy, a charge of CAD $20 per night plus applicable taxes and fees will be applied.

Only 1 type of extra bed is allowed in each suite to ensure safety guidelines for the space is met: sofa-bed (only available on standard floors), single-sized roll-away bed, crib or playpen. Be advised that extra bedding options are limited so kindly let us know at the time of the reservation so we can determine IF it is available during your stay. Should any of these be confirmed, CAD $20 per night plus applicable taxes and fees will be applied.

PARKING

Gated underground parking is available at CAD $38.00 per day (with in and out privileges). Oversized vehicles are not permitted as the maximum height clearance is 6 feet.

For further security, please do not leave any valuables in your vehicle. Parking is managed by Reef Parking (Phone: 604-681-7311) and failure to park in designated areas and/or failure to display a valid parking pass will result in a violation ticket(s) at the owner’s expense. For parking instructions, please view our hotel FAQs.

NOISE / DISTURBANCE AND QUIET TIME POLICY

We realize that some guests enjoy a bit of mingling in the evening, but as a consideration to other guests who are trying to rest, noise must be kept to a minimum level at all times and a quiet time policy (10 p.m. – 8 a.m.) is in effect within the suites, hallways, stairwells and common areas.

Carmana Hotel & Suites has ZERO tolerance for guests and/or their visitors who: while on the premises acts in an obviously intoxicated or disorderly manner, destroys or threatens to destroy Carmana Hotel & Suites property, or causes or threatens to cause a public disturbance. Guests and/or their visitors who violate this mandate and fail to comply with our 10 p.m. quiet time policy (only one warning will be given) will be refused service and will be evicted from the premises without any refunds in accommodation charges.

Should guests and/or their visitors negligently or intentionally cause damage to a suite, the registered guest shall be liable for all damages sustained, including the loss of revenue resulting from the inability to sell the suite while repairs are being made. Damages incurred will be applied to the credit card provided by the primary registered guest.

Management has the right to check the status of the suite upon your check-out time to ensure that our premises are in good condition and can be used by the next guest.

VISITORS AND NON-REGISTERED GUEST POLICY

Visitors and non-registered guests are not permitted in your suite after 10 p.m. and only registered guests are permitted to be in your suite overnight.

GUARANTEE AND PAYMENT POLICY

We accept all major credit cards, as well as cash or Interac payments. The primary registered guest MUST provide a valid credit card at the time of check-in as a form of guarantee for any incidentals and/or damage incurred – be advised that we will pre-authorize the credit card and/or charge debit card provided with the amount required for the applicable charges and anticipated incidental charges as determined by management.

Note that third party credit cards are not accepted for payment.

Each registered guest must provide two pieces of identification (i.e. passport, driver’s license, citizenship card etc.), one of which must be a photo ID. Should the guest be unable to provide a valid credit card and two pieces of ID, the Carmana Hotel & Suites may choose to refuse service and will consider the reservation as a non-arrival (please see no-show/non-arrival policy).

RATE, APPLICABLE TAXES AND FEES

Rates are in Canadian Dollars and are subject to 17.5% taxes & fees (5% GST, 3% MRDT, 8% PST and 1.5% DMF) and may be subject to change without prior notice. For stays over one month, tax exemptions may apply.

100% SMOKE FREE POLICY

100% Smoke Free Policy: Vaping or Smoking (including non-tobacco products) is not allowed on the Carmana Hotel & Suites premises and in any of the suites or balconies. Each violation will be subject to a cleaning fee starting at $350 and charged to the credit card provided.

PET POLICY

Except for certified service animals, pets are not permitted on the premises. This policy is strictly enforced, and guests will be asked to board their pet(s) at a kennel.

BIKE STORAGE POLICY

Bikes cannot be stored inside your suite. Our front desk team can issue a key for the bike room located in P5; however, you must bring your own locking device.

HOUSEKEEPING

Housekeeping service is provided on a daily basis to ensure a comfortable stay. Hours are from 9:00 a.m. to 5:30 p.m. on weekdays, and 10:00 a.m. to 6:30 p.m. on weekends and statutory holidays. Early or late service can be arranged upon the request.

*POLICIES ARE SUBJECT TO CHANGE WITHOUT NOTICE*