Carmana Plaza Policies

CANCELATION & NO-SHOW/NON-ARRIVAL POLICY

All cancellation requests must be received at least 48 hours prior to the arrival date. Should a guest cancel within 48 hours of the arrival date or fail to arrive at Carmana Plaza, a penalty charge equal to the first night accommodation plus applicable taxes will be applied to the credit card provided for guarantee at the time of reservation and the remaining nights booked will be released.

CHILDREN & THEIR NEEDS

Kids are always welcome — as long as there are adults around too! At least one registered guest of each suite must be 21 years or older. Be sure to bring ID in case we need to confirm.

Children (15 yrs. old & under) may stay free of charge with their parents in the “existing bedding” (max 2 children per suite). For each additional guest (16 yrs. old & up) OVER the allotted occupancy, a charge of CAD $20 per night plus applicable taxes will be applied.

EXTRA BEDDING

Be advised that only 1 type of extra bed is allowed in each suite: sofa bed (only available on select standard floors), single-sized roll-away bed, crib or playpen. Should any of these be requested, CAD $20 per night plus applicable taxes will be applied.

Please note that these extra beds, which are limited in numbers, are not considered as “existing bedding” and must be confirmed at the time of reservation (based on availability).

CHECK-IN / CHECK-OUT TIME

Check-in time is at 4:00 pm and check-out time is at 12:00 noon.

All suites are guaranteed to be ready for checking in by 4:00 pm. 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 certainly store your luggage in the interim.

Guests may request for a guaranteed early check-in between 7:00 am to 9:00 AM for an additional charge of CAD $100 (during summer season) or CAD $80 (during winter season). For a guaranteed early check-in between 12:00 am to 6:59 am, a full day charge will be applied.

Guests may request for a courtesy late check-out until 1:30 pm, which is subject to availability and approval by the Manager on Duty. For a guaranteed late check-out between 1:30 pm – 3:30 pm, an additional charge of CAD $100 (during summer season) or CAD $80 (during winter season) will be charged. For late check-out requests after 3:30 pm, a full day charge will be applied.

LUGGAGE STORAGE

Luggage storage is available; however, due to limited storage space, each guest is only allowed to store up to 2 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).

PARKING

Gated underground parking is available for a daily fee of CAD 25.00 (with in and out privileges). For further security, please do not leave any valuables in your vehicle. Parking is managed by Imperial 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.

Please note that the maximum clearance is 6’2” and oversized vehicles are not permitted.

NOISE / DISTURBANCE POLICY

As consideration to all our guests, noise must be kept to a minimum level at all times.

Carmana Plaza 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 Plaza 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 pm 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

Each suite has a specific guest maximum set by Carmana Plaza. Visitors and non-registered guests are not permitted in your suite after 10 pm and only registered guests are permitted to be in your suite overnight.

GUARANTEE AND PAYMENT POLICY

The primary registered guest must provide a valid credit card at the time of check-in. And each registered guest must provide 2 pieces of identification (i.e. passport, driver’s license, citizenship card, care card, S.I.N. etc.), one of which must be a photo ID.

Suite charges plus applicable taxes can be paid with cash or debit card; however, a credit card is still required for incidentals.

We reserve the right to 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.

Should the guest be unable to provide a valid credit card and 2 pieces of ID, Carmana Plaza may choose to refuse service and will consider the reservation as a non-arrival (please see no-show/non-arrival policy).

REQUESTS FOR SUITES WITH A BALCONY AND PREFERRED VIEWS

Due to the high number of requests for suites with balconies (which are very limited) and/or a specific preferred view (English Bay or North Shore Mountains), we cannot guarantee that these requests will be granted; however, be assured that we will try our best to accommodate them.

DESIGNATED SMOKING SUITES

Carmana Plaza has designated smoking floors. In order to eliminate any disappointment and to ensure that you will get a suite that allows smoking, please specify your request at the time of reservation.

For non-smoking suites, a cleaning fee of CAD $250.00 (plus applicable taxes) will be charged if smoking has been identified in your suite upon check-out.

INTERNET SERVICES

Complimentary wired & wireless high speed internet access is available in your suite. Password may be obtained through the Front Desk.

SAFETY DEPOSIT BOX

Each suite is equipped with an electronic safety deposit box (complimentary use) for keeping your valuables such as cash, passports, jewellery, etc.

PET POLICY

With the exception of seeing-eye dogs and medical assistance dogs, 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.

FITNESS FACILITIES

Our gym is located on the 3rd floor of the premises and is open from 6:00am to 12:00 midnight.

LAUNDRY FACILITIES

Coin operated washers and dryers are located on the 3rd floor of Carmana Plaza. Please note that an access card is required to gain entry and exact change is needed to operate the machines. Laundry detergent is available for purchase at the Front desk.

LAUNDRY / DRY CLEANING

Same day service is available 7 days a week. Please drop off your dry cleaning at the Front desk before 9:00 am along with the completed forms or request for a suitable time for pick up.

HOUSEKEEPING

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

ELECTRIC CURRENT

110 volts – adapters are available at the Front desk. A deposit of CAD 20.00 plus tax is required but refundable upon return of the item.

ACCESSIBLE SUITES

Please note that Carmana Plaza does not have accessible suites.


****POLICIES ARE SUBJECT TO CHANGE WITHOUT NOTICE****