Frequently asked questions
  • Question - Is Chalets Zenya still open during the COVID-19 pandemic?
    Answer : Yes, our cottages remain open during the pandemic. Please know 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 : - Note: in case of Force Majeure (inability to access the cottage due to unforeseen closure of the region), we will fully reimburse your stay. - Before booking, make sure the number of people of your group complies with the applicable restrictions in your region (red zone: 1 family, orange zone: 2 families). 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 - Can I bring my pet?
    Answer : Yes, we are pet-friendly (2 maximum per rental) but there is a $75 fee per pet to cover the hypoallergenic treatment after your stay.
  • 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 reservations 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.
  • 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 : 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 deposit of 50% of the total amount including taxes is due to block the dates on our rental calendar. The final balance (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 (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 before your arrival date. This amount is released to your credit card within 24 hours of your departure, if no damage is noted.
  • 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. 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. Strict on-site monitoring via our video surveillance system applies and a penalty of $125 per night per undeclared person applies.
  • 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.