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Guest Policies

  1. Although we are confident your stay with us will be an enjoyable one, should you have any cause for complaint, this must be reported to the front desk during your stay, where every effort will be taken to rectify your complaint. Should you still be dissatisfied, you may request a Report Form, which must be filled out during your stay. Complaints that we have not had the chance to rectify will not be answered to after departure.
  2. If we have done everything in our capacity to rectify a complaint either by solving the complaint or the offer of a room change (subject to availability) and your decision is still to depart the hotel, payment will be taken in full.
  3. We reserve the right to close the pool for the safety of our guest/s without prior warning.
  4. Damage or theft from guest hotel rooms will result in the amount of damages being debited against your account. Serious damage or theft will result in the police being called.
  5. We have a zero tolerance policy with regard to physical or verbal abuse towards our staff members any guest guilty of the above will be reported to the police and asked to leave the premises immediately without any refund of monies paid.
  6. Excessive noise will not be tolerated late at night, one warning will be given, if not adhered to then the guest will be asked to leave the hotel immediately, and no refund will be given.
  7. Extras may only be booked to your room, after a valid credit card has been given into reception to be pre-authorized. No extras (i.e. dinner/drinks/room service) can be booked to your room unless a valid credit card has been pre-authorized.

The hotel will endeavour to rectify any serious problems that may occur in the hotel during your stay (i.e. electricity failure, hot water boiler failure, water interruption) within 24 hours should we fail to do this

 

Check-In Time

Check-in time is after 3:00 p.m. We will make every effort to accommodate early arrivals, but cannot guarantee them. Requests will be handled on an individual basis and will depend upon the hotel’s current availability.

 

Check-Out Time

Check-out time is prior to 11:00 a.m. If a late check out is requested, an extension charge may apply. We will be happy to store your belongings if you so require on the day of departure, at no charge.

 

Cancellation Policy

Guests who are unable to keep their reservation should contact the hotel by noon the day prior to arrival to cancel their reservation with no penalty. In case of no-show or late cancellation, guests will be charged 100 percent of the room charge for all nights reserved.

 

Age Requirements

To reserve a room, we require that there be at least 1 adult present in the room 21 years of age or older.

 

Guarantee Policy

A credit card is required to confirm or guarantee reservation. Your credit card will not be charged in advance of stay. Guests wishing to pay for their rooms in advance or guests who will rely on a third-party to pay their charges, must request and complete a Credit Card Authorization form before any charges will be submitted for processing.

 

Payment Policy

A valid credit card and photo ID are required at check-in for payment of the room, tax and incidentals. A valid photo ID is a government issued driver’s license, government issued ID card or Passport. If a guest is paying cash, a valid credit card must be presented at check-in; else a refundable deposit of $200 per day will be collected at check-in. We do not accept personal cheques of any kind.

 

Rates

Our standard rates are determined by dates requested, room type, and are subject to availability. Rates may change without notice.

 

Group Booking

We gladly offer discounted rates for groups wishing to book more than six rooms. Please contact the hotel directly for more information.

 

Pet Policy

Pets are welcome at the Prince Arthur Waterfront Hotel on the second floor non-smoking rooms only. $15/pet/night charge. Your pet must be supervised at all times and not left alone. Damages caused by pets are subject to our damages policy.

 

Smoking Policy

The Prince Arthur Waterfront Hotel is a non-smoking hotel. All guest rooms, meeting rooms, and indoor public areas are non-smoking areas. Smoking is restricted to outdoor designated smoking areas only in accordance with Ontario law. Guests found to be smoking inside the hotel, in either guest rooms or public areas, will be charged $200 for deep cleaning.

 

Gift Certificates

Please contact the hotel directly to purchase or redeem gift certificates.

 

Extra Bedding Policy

Housekeeping will be happy to provide you with extra blankets, pillows and towels upon request if you require them. Guests must simply contact the Front Desk. Please note that cots are available at the low cost of $15.00. Playpens for children are also accessible and match this cost.

 

Parking / Airport Shuttle

We gladly validate parking in our parking lot at no cost to our guests; however, we cannot assume responsibility for any vehicle, occupants, or contents while operated or parked on city or hotel property. Our airport shuttle service is also available to hotel guests at all times. Once you have arrived at the Thunder Bay International Airport, simply contact the hotel and our shuttle will depart for your location. To accommodate all of our guests, we ask that you provide the front desk with your departure time. Smoking is not permitted in any of our vehicles. The Prince Arthur Waterfront Hotel is not liable for lost items left behind in the vehicle by a customer. The Prince Arthur Waterfront does want to help guests reunite with lost items whenever possible as subject to our Lost and Found policy. Seatbelts are provided for guest safety. The Prince Arthur Waterfront Hotel requires customers to wear seatbelts while inside the vehicle, but it is the guest’s responsibility to ensure the seatbelt is securely fastened, as required by law. Operators reserve the right to refuse service to parties out of compliance with applicable law.

 

Wireless High Speed Internet Access

Unlimited wireless high-speed Internet access is available free of charge to all guests from your own laptop. This service is available from the guest room or any public areas within the hotel. Guests using our Internet understand that they are fully responsible for using the Internet in a responsible manner, and also acknowledge that the hotel can bear no responsibility for any illegal or criminal activity as a result of inappropriate guest use. Guests further acknowledge that, while the network is protected with a password, there is no expectation to privacy.

 

Lost and Found

We will make every reasonable effort to contact a guest should items be left behind after check-out. These items will be stored for 60 days as a courtesy to our guests. Items left for more than 60 days will be donated to charity or discarded.

 

Damage and Theft

Damage to rooms, fixtures, furnishings and equipment, including the removal of electronics, towels, bathrobes, paintings, ornaments etc., will be charged at 120% of full and new replacement value plus any applicable shipping and handling charges. Damage to linen or towels resulting from the use of body oils, makeup, shoe polish, gun oil, etc., will result in a charge for the special cleaning, repair or replacement of the damaged article. Guests may also be liable for any loss of revenue resulting from the inability to rent rooms due to damages or theft.

 

Refunds

Refunds will be issued to rooms that cancel with in the “Cancellation Policy”. Even once checked in, guests may be granted a refund for unused nights, should the guest notify the front desk by noon the day before the guest wishes to check out.

 

Accessibility Policies

Providing goods, services or facilities to people with disabilities

The Prince Arthur Waterfront Hotel is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

The Prince Arthur Waterfront Hotel understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.

The Prince Arthur Waterfront Hotel is committed to complying with both the Ontario Human Rights Code and the AODA.

The Prince Arthur Waterfront Hotel is committed to excellence in serving all customers including people with disabilities.

Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

 

Assistive devices

  • People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.
  • In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.
  • We will ensure that our staffs are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities

 

Communication

  • We will work with the person with a disability to determine what method of communication works for them.

 

Service animals

  • We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
  • When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
  • A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:

  • explain why the animal is excluded
  • discuss with the customer another way of providing goods, services or facilities

 

Support persons

    • A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
    • Fee/fare will not be charged for support persons.

In certain cases, the Prince Arthur Waterfront Hotel might require a person with a disability to be accompanied by a support person for the health or safety reasons of:

      • the person with a disability
      • others on the premises

Before making a decision, the Prince Arthur Waterfront Hotel will:

      • consult with the person with a disability to understand their needs
      • consider health or safety reasons based on available evidence
      • determine if there is no other reasonable way to protect the health or safety of the person or others on the premises

 

Notice of temporary disruption

      • In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, the Prince Arthur Waterfront Hotel will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available

The notice will be made publicly available in the following ways:

        • Notice will be posted in main lobby.

 

Training

The Prince Arthur Waterfront Hotel will provide accessible customer service training to:

        • all employees and volunteers
        • anyone involved in developing our policies
        • anyone who provides goods, services or facilities to customers on our behalf.

Training will include:

        • purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
        • The Prince Arthur Waterfront Hotel policies related to the customer service standard
        • how to interact and communicate with people with various types of disabilities
        • how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
        • how to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities.
        • These include: Wheel Chair, Grab Bars in 10 of our guest rooms, bath chairs (2 available), toilet riser (1 available).
        • what to do if a person with a disability is having difficulty in accessing Prince Arthur Waterfront Hotel goods, services or facilities

Staff will also be trained when changes are made to our accessible customer service policies.

 

Feedback process

        • The Prince Arthur Waterfront Hotel welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.
        • Customers who wish to provide feedback on the way the Prince Arthur Waterfront Hotel provides goods, services or facilities to people with disabilities can provide feedback in the following ways.
        • Email reservations@princearthurwaterfront.com, comment cards, Facebook, in person or Guests can contact the General Manager directly at 807-346-5123.
        • All feedback, including complaints, will be handled in the following manner:
        • The General Manager will answer all Customer feedback, including complaints.
        • Customers can expect to hear back in 2 business days.

 

Notice of availability of documents

        • The Prince Arthur Waterfront Hotel will notify the public that documents related to accessible customer service, are available upon request by posting a notice in the following location(s)/way(s):
        • Website
        • The Prince Arthur Waterfront Hotel will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

 

Modifications to this or other policies

Any policies of The Prince Arthur Waterfront Hotel that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.