House Rules

At Southbank Suites, we strive to provide our Guests with an elevated boutique hotel experience. The following House Rules have been established based on industry standards and operational procedures.

House Rules are considered a part of our reservation agreement with you. As our hotel Guest, by reading and signing your hotel registration, you are agreeing to abide by all of our House Rules, Terms and Conditions, Check-in and Check-out Instructions and procedures.

Our Policies are presented here to help promote our Guests’ safety & enjoyment and to ensure that each guest is aware of the agreement between Southbank Boutique Hotel and the Guest. Our Hotel House Rules may change from time to time, so please check back often.

TERMS AND CONDITIONS

Rates
Rental rates are based on property features, location and season. Rates can be found listed on our website and are subject to change without notice. All rates are quoted in Canadian currency, plus tax.

Minimum Stay
We require a two (2)-night minimum stay during summer periods (June-September) Friday – Saturday.

Maximum Stay
The maximum stay is thirty (30) nights.

Guaranteed Reservations
All reservations must be guaranteed with a valid major credit card in the name of the guest registered. We accept Visa, Master Card and American Express. No cash. Your credit card guarantees your reservations.

To hold or book reservation dates, guests will be required to pay 50% of the total rental at the time of booking. Please make sure to receive a reservation confirmation number when you make a reservation.

For group bookings, corporate accounts or gift vouchers, please contact info@southbanksuites.ca.

Reservation and Payment Policy
The remaining 50% balance of the total rental will be charged seven (7) days prior to arrival.

Guest Verification
All Guests are required to complete a digital registration form prior to arrival. You must be twenty-one (21) or older to book a room.

Cancellations
Guests have up until seven (7) days from the check-in date to cancel and be refunded 100% of total booking less applicable booking fees. If cancellation is received with less than seven (7) days until check-in, the reservation is non-refundable. Once a reservation has been confirmed, any cancellations, or date will be subject to this cancellation policy. No refunds will be given for late arrivals or early departures.

Southbank Suites Boutique Hotel is not responsible for weather conditions, personal emergencies, or schedule changes.

 
Check-In
Check-in time is 4PM (EST). Unavoidable delays may occur and there is a possibility your accommodations may not be ready by 4PM (EST). Your patience will be appreciated. Entry to the building and suites are done through keypad, so guests do not need to check in with anyone when they arrive. Check-in details will be emailed prior to arrival.

Check-Out
Check-out time is 11AM (EST) on the day of your departure. This is firm time, as we need to prepare for our next arrival.

Falsified Reservations
The total number of persons allowed in the unit at any time is restricted to the stated limit for each Suite. If it is found that extra guests have stayed in the space, additional charges may be applied. There are to be absolutely no parties or non-registered guests. Any violators will be evicted. Eviction without refund is the penalty.

Damages/Theft
Registered Guests are liable for any Damage and/or Theft howsoever caused (deliberate, negligent or reckless act) on the hotel property caused by you or any person in your party during your stay. Southbank Suites reserves the right to retain your credit card details (security) and charge the credit card such amounts as it shall in its sole discretion deem necessary to compensate or make good the cost or expenses incurred. Incurred Damages and/or theft will be subject to 125% of full and replacement cost to a minimum $100 cost and proper authorities notified where required.

Prior to check-out, please report any damages or missing items that occurred during your stay as a courtesy and such that we can continue to maintain each room in good condition. If during your stay you find other items are malfunctioning or require repair, we ask that this information be reported so that it can be rectified. We understand accidents can happen and will be reviewed case by case.

Fire Alarm and Emergency Lighting
The Fire Alarm System and Emergency Lighting are life safety. Any tampering or damage caused will result in the registered guest eviction and be viewed as Damage and/or Theft to the Hotel Property.

Lost & Found Policy
Southbank Suites Boutique Hotel assumes no liability for lost, misplaced, stolen, or damaged valuables or belongings. If you discover that you have left behind something of value, contact us immediately and we will try to assist you in locating your lost item.

No Pets
We do enforce a no pet policy. Exceptions may be made under special circumstances regarding service animals, and must be arranged prior to booking with proof. A pet fee of twenty-five dollars ($25.00) will apply if approved and are limited to the lower-level Classic Suites.

Non- Smoking
All property is non-smoking. Smoking of any kind is strictly prohibited. We do not permit smoking tobacco, marijuana, illegal drugs, e-cigarettes, vape pens, vaping, or other strong-smelling plant-based essential oils or synthetic products in our facility. Any evidence of smoking found in a rental suite will result in a minimum $500 charge to your credit card on file for additional cleaning and deodorizing.

Smoke-Free
Candle, incense, essential oils (diffusing, vaporizing, etc.) are prohibited. These items and activities will be treated as smoking, a fine accessed, and the guest may be evicted with no refunds.

 
Housekeeping
Rates include housekeeping service upon departure only. Linens, bath towels and robes are included and not to be taken from the suite. An initial set-up of garbage bags, toilet paper, paper towels, shampoo/conditioner and soap are provided.

Additional daily Freshen-up service for guests staying more than one (1) night, can be added to the guest stay for an added fee of twenty-five dollars ($25.00) by chatting with us through Online Guest Services; ‘Chat with Us’ link provided Guest Check-in email. This service includes towel replacement, bed making and garbage removal. Linen replacement is considered a separate added service and can be requested by emailing info@southbanksuites.ca .

For extended Guest bookings, following the third (3rd) night we will include fresh linens, towels and garbage removal.

Housekeeping hours are between 9AM and 3PM depending on operational requirements. Southbank Suites reserves the right to inspect occupied suites during these hours.

Internet Services/Utilities
Complimentary Wi-Fi and Hay Extreme (cable/app based) TV throughout. Please ensure all remotes and accessories are returned to rightful places at the end of stay. Any missing items will be charged to the credit card on file.
No compensation will be given for temporary outage of electricity, gas, water, cable, or internet service. All effort will be made to have them restored as soon as possible.

Parking
On site parking is limited; there is one (1) assigned parking space reserved for each Suite. Details will be sent with check-in information.

Non-registered guests or multiple guest vehicles will be towed at Owner’s expense. Southbank Suites Boutique Hotel assumes no liability for damaged vehicles.

Noise Policy
Out of respect for other guests, we have strict quiet hours from 10PM to 8AM. Please refrain from loud music, loud voices, loud TV, horseplay and unnecessary movement throughout hallways and common spaces during your stay. Southbank Suites Boutique Hotel reserves the right to fine violators up to $150 and are subject to eviction after 2nd complaint. All Guests, are required to conform to all rules, regulations of the property and applicable laws. Violators are subject to eviction.

Please respect the rights and space of nearby homeowners and other guests.