Frequently asked questions
Are pets allowed?
It is strictly forbidden to keep an animal inside and outside the cottage/condo during your stay, except in some cottages and condos ($).
Is it possible to book for one night only?
We offer an exclusive weekday’s only (Sunday to Thursday) one-night rate for corporate groups. All other reservations must rent for two (2) nights minimum.
Does the firewood come with the rental? (Update on June 18th, 2020)
We do not provide wood during your stay.
What is a security deposit?
Upon arrival, a security deposit in the amount of $ 3,000.00 maximum will be reserved on your credit card; make sure you have the necessary provisions. It is imperative to have the credit card on hands as no remote deposit will be accepted. This amount will be released after your departure if the lease conditions have been respected and if the unit is left in the same condition it was rented to you. Any damage or missing piece of inventory that could be found after your departure will be taken from the deposit. Condos are $750.00. Cottages from 6 to 13 people, $1,500.00. Cottages from 14 to 20 people, $2,000.00. Cottages for 21 people and over, $3,000.00
What should I do if someone in my group arrives prior to me at the rental office to pick up the keys?
If a person from your group arrives prior to you, you must inform her that she should be able to provide the deposit to access the cottage with her credit card. The credit card holder of the card used for the deposit must be at least 21 years old and be present on the premises during the transaction. You will still need to come and sign the rental agreement upon arrival.
What methods of payment are accepted?
We accept payment by debit, cash, Visa or Master Card. We do not accept checks, with the exception of certified checks. We also accept Interac payments.
What should I do if I plan on arriving out of the operating hours?
A procedure is in place to allow you to collect the keys out of the operating hours. You must contact us the day before or the very day of your check-in in order to be informed about the procedure.
What are the winter activities available nearby?
The Owl trail (Sentier du Hibou) is a 10km loop in the mountains surrounding your cottage or condo and can be enjoyed by foot or snowshoes. A trail map is displayed in front of the Station's Base chalet 2, right in the parking lot.
Of course, Stoneham Mountain Resort offers downhill alpine skiing or snowboarding, but you will also find an ice rink open to all at no cost.
Visit our promotions section for all the discounts that are offered by our partners, including the Village Vacances Valcartier and Spa Nordic Stoneham.
What are the summer activities available nearby?
The Sentier du Hibou is a 10km loop in the mountains surrounding your cottage or condo and can be enjoyed by foot or snowshoes. A trail map is displayed in front of the Station's Base chalet 2, right in the parking lot.
A non-heated outdoor pool is open to all directly at the Stoneham Mountain Resort. You can view the detailed schedule and costs here.
Is it possible to have a check-in time earlier than 5pm?
The check-in is for 5pm Monday to Friday and between 1pm and 5pm on Saturday and Sunday. However if the chalet is ready, you will have the possibility to arrive earlier , we will advise you by SMS text. During the Holidays, arriving hours starts at 5PM, we will advise you by text messaging if the lodging is ready sooner.
Check-in times cannot be advanced during the holidays, spring break, Easter and Thanksgiving.
Call us or e-mail us at [email protected] with the address of your cottage and your arrival date. We will send you your check-in time.
When is check-out time?
Check-out time is 11am. However, if the cottage is not rented the day of your departure, you will have the opportunity to leave at 1pm. (No fees charged for our privilege members) We will confirm the exact check-out time upon your arrival.
Where can we see the complete inventory of the cottage?
The inventory is available on every unit's page by clicking on "View full inventory".
How many fondue pots are there in the units?
All cottages and some condos are equipped with fondue pots. There are enough for the number of persons indicated in the unit's capacity.
How many parking spaces are available for our unit?
The number of parking spaces is indicated with a car icon in each unit's page; however, please note that it may vary depending on the season and size of vehicles.
Parking in the streets is prohibited by law.
Can we use the hot tub after curfew?
It is prohibited to use the spa after midnight (curfew) and also prohibited to make annoying noises to others at all times. This regulation is reinforced by the presence of a security patrol. You can reach the security by calling 418-564-7057. On non-compliance of the curfew, a minimum fine of $250 will be requested following the intervention of the security agent.
What is the lodging tax?
In Quebec's tourist regions where the request have been made to the government, a lodging tax is charged in addition to the GST and QST, when you stay less than 32 consecutive days in an accommodation establishment. The tax goes directly to the tourist office of this region. It is used to finance the tourism partnership fund established to support and strengthen the Québec tourism industry.
Do you have discounts on ski tickets?
There is no partnership agreement between Stoneham Mountain Resort and Les Chalets Alpins. Therefore, there is no discount on ski tickets.
Is the bedding included in the rent?
Sheets, blankets, pillows, shower towels, hand and washcloths are provided according to the number of persons indicated in the capacity of the cottage.
If your unit is equipped with a hot tub, do not forget to bring additional large bath towels.
Who takes care of snow removal?
The snow removal is provided by the municipality, while the cottages driveways are plowed by a private contractor.
Snow removal service to access the chalet and the various facilities (e.g. hot tub or campfire area and deck), is not included during the rental period. It is the responsibility of the tenant to keep free and safe access at all times during the stay. If necessary, the tenant may contact the landlord to ask for assistance.
Who takes care of the maintenance of the hot tub?
Hot tub water has been controlled prior to your arrival. You have to take good care of it (e.g. with beverages). Members of our staff will visit your unit daily to check the status of your hot tub.
It is prohibited to drain the hot tub from its water or to add chemicals or water to it.
Are the units directly on the slopes?
Some cottages and condos are located directly on the slopes (ski-in / out) and you can access the slopes by foot from most units. From some cottages (depending on their location), it is better to use the car to go to the station, which takes two minutes.
What is the cancellation policy?
If canceled more than 30 days prior to arrival, only 10% of the deposit won't be refundable.
If the cancellation is made within thirty (30) days of your arrival date, the full balance is not refundable.
Can we get to the units with our snowmobile?
It is forbidden to use a snowmobiling to reach the units. However, a snowmobile trail runs nearby.
Are the cottages owned by Les Chalets Alpins?
The rental cottages and condos that we manage all belong to people who have decided to entrust the management of their residence to us.
Will the cottages be decorated for the holidays?
Some owners make the decision to decorate their unit for the holiday season. We have the list of decorated cottages just a few weeks before Christmas.
Can the BBQ be used at any time of the year?
We do not guaranty the operation of the barbecue between October 1st and April 30th. Most units are equipped with a gas BBQ. A propane tank is provided for your use. Please clean the BBQ after use.
What are the terms and policies of the Privilege Program ?
Les Chalets Alpins Privilège Program User Agreement
The present agreement is effective beginning in January 2016 and cancels any other program conditions or documents that may have been in effect before that date.
PRIVILÈGE CARD USER AGREEMENT
This agreement (the agreement) is entered into between the manager of the Privilège Program (Les Chalets Alpins) and you (the Privilège client), and it describes the terms and conditions governing the use of their member privileges. By using their privileges, clients agree to the terms and conditions of this agreement, which are subject to change at any time without notice.
ENROLLING IN THE PRIVILÈGE PROGRAM
Upon enrollment in the program, the Privilege Member automatically receives a 10% discount on a future reservation (this discount is not applicable on the first reservation on file). This 10% is not cumulative with our other promotions and must be applied on the regular rate. You will be getting 10% on all your future reservations made by phone with les Chalets Alpins
TERMINATING, MODIFYING, AND DISMANTLING THE PROGRAM
Les Chalets Alpins reserves the right to terminate the Privilège Program at any time, in which case, it will notify Privilège clients through its website of the program's termination and of the terms respecting the use of any privileges available on the member account. Les Chalets Alpins also reserves the right to modify this agreement and any aspect of the program, including booking conditions, redemption procedures, and rewards, without notice, even if some of the changes could alter the value of privileges already earned. For a copy of the current agreement or more information on the Privilège Program, Privilège clients can go to www.chaletsalpins.ca or call 1-866-882-4888.
PROTECTING PERSONAL INFORMATION
Protecting the privacy and the confidentiality of the personal information of Privilège clients is a fundamental principle of the relationship binding Les Chalets Alpins and Privilège clients. Below are the measures taken by Les Chalets Alpins to ensure the protection of Privilège clients' information.
• Les Chalets Alpins collect personal information for the following purposes:
o To administer the Privilège Program and manage Privilège client accounts, i.e. recording and updating Privilège account.
o To communicate information and offers to Privilège clients.
o To understand and analyze Privilège client responses, needs, and preferences.
o To develop, improve, market, and offer products and services aimed at satisfying said needs.
o To enable Privilège clients to enter promotions and contests.
Les Chalets Alpins may, on occasion, ask Privilège clients to voluntarily supply additional personal information. Privilège clients are free to decline such requests without affecting their right to earn or redeem their privileges.
Les Chalets Alpins do not disclose, sell, or rent the list of Privilège clients to organizations or individuals other than the firms contracted to process and manage Privilège client transactions, privileges redemption requests, and communications.
Les Chalets Alpins also respect the privacy of Privilège clients during the course of promotional campaigns involving their products and services. Privilège clients who prefer not to receive marketing or promotional communications (whether electronically, in print, or verbally) can notify the program's manager in writing at the following address: Les Chalets Alpins, 369 Chemin du Hibou, Stoneham, G3C 1S3 Canada. Privilège clients can also contact Les Chalets Alpins by email at [email protected] or by phone at 1-866-882-4888. This in no way compromises the ability of Privilège clients to earn or redeem privileges.
This agreement may differ from the Privilège client's knowledge of the Privilège Program. It constitutes the entire agreement between Les Chalets Alpins and Privilège clients pertaining to enrolment in the Privilège Program, entitlements to redeem and earn privileges, and the other advantages to which Privilège clients are entitled under the terms of the Privilège Program. It supersedes any prior agreements. No conditions, declarations, or guarantees, explicit or implicit, legal or otherwise exist, other than those expressly articulated in this agreement. Privilège clients who interact with Les Chalets Alpins via the Internet agree to maintain contractual ties electronically.
If you are in a chalet or a condo and you need assistance or you want to report a broken or missing items, please fill this form to contact us.