Frequently asked questions
  • Question - Is Chalets Zenya still open during the COVID-19 pandemic?
    Answer : Yes, our cottages remain open during the pandemic.

    Please note that we have considerably reinforced our cleaning procedures (which were already very thorough before) during the COVID-19 crisis. For the last 5 years, Chalets Zenya has offered accommodations with a strict attention to hygiene for the security and wellbeing of our guests. The uncompromising cleanliness of our properties has always been designed for your comfort and safety. For that reason, we have put the following protocols in place for all stays:

    • Additional disinfection of the entire house with specific attention to all high-touch surfaces: door handles, switches, handrails, remote controls, furniture and more.

    • Hand sanitizer dispensers are available in each cottage for our guests.

    • Customers who have been in contact with infected people or who have symptoms will be denied access to our properties.

    • In order to limit contact, our maintenance staff will not be allowed inside your cottage during your stay (unless there is an emergency). Only outdoor maintenance (pools and grass cutting) will be allowed during the day.

    • No registration at check-in will be required. Instead, access to the cottage is through a numeric door lock.
  • Question - What is the COVID-19 cancellation policy?
    Answer : In case of Force Majeure (inability to access the cottage due to unforeseen closure of the region), we will fully reimburse your stay.

    - However, as with any other illness, we cannot be held responsible if any of the participants contract COVID, and we will not issue a refund, even a partial one, for this reason.

    - Before booking, make sure the number of people of your group complies with the applicable restrictions in your region. Restrictions have been in place for a while and are very clear for everyone, so we are not responsible for any last minute cancellation if you fail to comply to those rules.
  • Question - Do you have Wi-Fi in your cottages? If so, what is the speed of the internet and is it sufficient to work from the cottage?
    Answer : Our cottages are all equipped with Wi-Fi so you can easily work from there (emails, videoconferencing, etc.). The speed of the Wi-Fi depends from one region to another, but will never be as fast as in downtown Montreal. Tehrefore, we ask you to be indulgent and remember that you are in the middle of the woods :)

    Here is the average speed of the Wi-Fi in the different chalets:
    + Chalet DesignPur: 90MB / sec (unlimited high speed)
    + Chalet Villa Bianca: 25MB / sec
    + Chalet Silver Fox: up to 200MB / sec (unlimited high speed)
    + Chalet White Wolf: 50MB / sec
    + Chalet Blue Jay: up to 200MB / sec (unlimited high speed)

    Note that these data are indicative only and the speed may fluctuate depending on weather conditions and the supplier's service.
  • Question - Are ATVs or snowmobiles allowed at the cottage?
    Answer : Our cottages are located on private estates where tranquility is essential. If you plan to use ATVs or snowmobiles, we ask that you bring them on a platform or trailer and use them outside the domain.
  • Question - Are the hot tub and outdoor dry sauna available year round?
    Answer : Yes, we make sure that outdoor hot tubs and dry saunas are accessible and 100% functional all year round, even in the winter.
  • Question - Are heated outdoor pools available year round?
    Answer : No, the outdoor pools are only available in summer and early fall, weather permitting. Usually our pools are open from June 1 until the last weekend in September.
  • Question - What is the temperature of the swimming pools?
    Answer : Out of respect for the environment, the temperature of our swimming pools is kept stable at 85F (30C). For those who feel a bit chilly, we recommend using the hot tub (maintained at all times between 95F and 104F, or between 35C and 40C) or our outdoor dry saunas (over 160F / 70C).
  • Question - What activities do you think we should enjoy during our stay?
    Answer : For each cottage, we have prepared a list of unique activities that are highly original. Please go to the individual page for each cottage, and check out the “Activities” section.
  • Question - Could you recommend any massage therapist service on site?
    Answer : Yes, if you stay in one of our cottages in Lanaudière (Chalet DesignPur, Chalet Villa Bianca or Chalet Kabana), we highly recommend the excellent services of Patricia, who will come to the cottage during your stay, by appointment. You can reach her directly at 450-421-5361 (we do not take any appointment). Patricia offers different techniques: EmergEssence massage, Californian massage and Deep Tissue. For more information, please visit Ode à soi

    Unfortunately, we do not offer any massotherapy service in the Laurentians.
  • Question - Can I bring my pet?
    Answer : Yes, we are pet-friendly (2 maximum per rental) but there is a $100 fee per pet to cover the hypoallergenic treatment after your stay.

    Note for Chalet Silver Fox, Chalet White Wolf and Chalet Blue Jay) : we do accept pets in all our chalets, but our cottages are located within the Fiddler Lake Resort that chose not to accept pets onsite. As a consequence, we ask you to keep your dog on a leash at all times during walks and to make sure to take care to pick up its needs.

    Notes valid for all our cottages:

    1. Although we do accept pets in our cottages, we expect them to be well behaved and that pet owners take good care of them during their stay at the cottage. The pet is your entire responsibility. Be careful not to leave your animal alone and unattended for a long time, to avoid any damage in the cottage and/or unwanted barking in your absence which could disturb the tranquility of the neighborhood.

    2. Also, any damage caused by your animal or any need (solid or liquid) found on the cottage's floor or directly on the furniture (beds, sofas, etc.) will be considered as degradation and will result in a deduction from the security deposit.
  • Question - Are there cameras in the cottages or around the spa / swimming pools?
    Answer : No, we fully respect the privacy of our guests. Our cameras are used only to ensure safety and compliance with the rules at all times. Therefore, they are only located around the parking lot and front door.
  • Question - Is there a minimum age to rent your cottages?
    Answer : We ask that half of participants be 25 years of age and over at the time of booking.
  • Question - What is the minimum rental period?
    Answer : The minimum rental period is 2 nights at all times (weekdays and weekends), except during long holiday weekends (Easter, Quebec’s National holiday, Canada Day, Labour Day, and Thanksgiving) during which the minimum stay is 3 nights.

    Please note that we do not accept any booking for less than 2 nights.
  • Question - Are we allowed to have parties at the cottage?
    Answer : You can get together with family or friends, but we ask you to respect the rules of the cottage and be quiet after 10 p.m., out of respect for the neighbourhood. Please know we will not hesitate to withhold the entire security deposit in the event of excessive noise after 10 p.m. and/or nighttime noise.

    Our chalets located at Fiddler Lake are the perfect place for receptions (weddings, birthdays, etc.) and corporate events. However, the maximum capacity of each chalet must be respected at all times. You can organize a special event with a maximum total capacity of 46 people by renting some or all of our 4 chalets on site (Chalet Silver Fox 10 persons + Chalet White Wolf 12 persons + Chalet Blue Jay 12 persons + Chalet Red Deer 12 persons, all located less than 5 minutes away on foot).
  • Question - Is it possible to arrive earlier than the check-in time stated in the agreement?
    Answer : During normal periods (excluding COVID-19), we would be happy to grant you an earlier check-in than the scheduled time, provided that the cottage is not rented the day before your arrival.

    During COVID-19, we ask that our customers respect the check-in time in order to allow our team to meticulously clean the cottage, in accordance with the biosecurity protocols we have put in place.
  • Question - What is the cancellation policy? (excluding COVID-19)
    Answer : A last minute cancellation represents a cost for us (no possibility to rebook your dates). So should you have to cancel your stay, it is always better to let us know as soon as possible.

    - Up to 60 days before your arrival date: you can cancel your reservation. An admin fee of $120 applies.

    - Between 60 and 15 days before your arrival date: you can cancel the reservation, but you lose your reservation deposit.

    - Less than 15 days before your arrival date: you forfeit the full rental amount if you cancel.
  • Question - How much taxes do you charge on a cottage rental?
    Answer : The amount of applicable taxes is 18.5%: it includes lodging tax (3.5%) as well as GST and QST (15%).
  • Question - What are the payment terms?
    Answer : When booking, a reservation deposit of 50% of the total amount including taxes is due to block the dates on our rental calendar.

    The balance or Final payment (remaining 50%) is payable 15 days before your arrival.

    The reservation deposit and the balance of payment can be paid by Interac e-transfer or credit card. For payments by credit card, an administrative charge of 4% is added to the amount of the reservation. There is no charge on Interac e-transfers.

    A refundable security deposit will be temporarily frozen on your credit card 48 hours before your arrival date. Its amount vary depending on the size of the cottage (between CAD$1,000 and CAD$2,000). The security deposit will be released on your credit card within 24 hours of your departure, if no damage is found.
  • Question - Is there a security deposit?
    Answer : Yes, a refundable security deposit (varying between $1,000 and $2,000 depending on the size of the chalet) is temporarily frozen on your credit card 24 to 48 hours prior to your arrival date. This amount is released to your credit card within 24 hours of your departure, if no damage is noted.
  • Question - Are there any additional fees for groups?
    Answer : As mentioned on our website, the basic rate is for 4 people. There is an additional charge of $75 per night for each additional person above 4 years old.

    We ask you to declare the exact number of people (adults / children) when booking. Strict on-site monitoring via our video surveillance system applies and a penalty of $150 per night per undeclared person will be directly retained from the security.

    Note: You must respect the maximum capacity of the chalet at all times. Reservations exceeding the maximum capacity of the cottage will not be accepted.
  • Question - The rental calendar is already booked for my dates. Could you please let me know of any cancellation?
    Answer : Unfortunately, we do not have any call back list in case of a last minute cancellations. However. we invite you to follow our Instagram and Facebook accounts, where we share all our last minute deals, promotions and last minute cancellation opportunities.
  • Question - Are all your cottages equipped with Wi-Fi? If so, what is the speed of the network and is it powerful enough to work remotely from the cottage?
    Answer : Our cottages are all equipped with Wi-Fi so you can easily work from there (emails, videoconferencing, etc.). The speed of the Wi-Fi depends from one region to another, but will never be as fast as in downtown Montreal. Tehrefore, we ask you to be indulgent and remember that you are in the middle of the woods :)

    Here is the average speed of the Wi-Fi in the different chalets:
    + Chalet DesignPur: 90MB / sec (unlimited high speed)
    + Chalet Villa Bianca: 25MB / sec
    + Chalet Silver Fox: 25MB / sec
    + Chalet White Wolf: 50MB / sec
    + Chalet Blue Jay: 250MB / sec (unlimited high speed)

    Note that these data are indicative only and the speed may fluctuate depending on weather conditions and the supplier's service.