Terms, conditions
& policies
Carefully read the terms and conditions set out below. The clauses contained in this document constitute the contract between Panora and the tenant registered during the reservation process.
Notice and consent
These terms and conditions constitute the contract between Panora and the tenant registered at the time of booking. By confirming your reservation, you confirm that you have read and accepted all the conditions below.
Panora reserves the right to refuse to serve or rent to anyone who violates these rules.
Panora reserves the right to evict anyone who causes damage or poses a risk to Panora's property or to other users of the site, without reimbursement.
Panora is not responsible for illnesses related to COVID-19. The highest standards of maintenance, cleaning and disinfection are applied to allow you a safe stay.
Panora has various security cameras on site for security purposes. Out of respect for your privacy, no cameras are installed inside the lodges, nor in the direction of the hot tub area.
Panora is not responsible for any theft or loss during your stay.
Panora reserves the right to modify, add or remove any clause from this document at any time and without notice. Check this section regularly for updates to our terms and conditions. Any changes to this document that occur before your arrival are considered parties to your rental contract at Panora.
COVID-19
Our reservation and cancellation policy is in effect for all reservations and NO exceptions will be made apart from the following:
In a context of closure of the site resulting from a government requirement, the reservations concerned will be issued a gift certificate or a credit note for 100% of the amount of their reservation, valid at all times. This rule applies ONLY in the case of forced closure of the site, and for NO OTHER REASON. Please note that by coming to our premises, you can ensure that sanitary measures are respected and that all our units are cleaned and disinfected between each stay. Furthermore, you'll be in your own “bubble” and won't have to come into contact with other people on the site.
Rates. billing and cancellations
Rates and billing
When booking your stay, the total amount of the reservation will be debited, including the tax on lodging (3.5% of the amount directly related to accommodation) and taxes (GST/QST). Our booking platform accepts Visa, Mastercard and PayPal payments.
Cancellation
Panora is not responsible for weather conditions, personal emergencies, or schedule changes. It is possible to modify or cancel a reservation up to 30 days before the first night of your stay, by contacting us.
Up to 30 days before your stay, a fee of 3.5% of the amount paid at the time of cancellation will be charged, to cover the loss of credit card charges incurred by your cancellation.
In the 30 days preceding your first night, no refund will be granted.
If you cancel or modify your reservation, keep your confirmation.
Check-ins and check-outs
Check-in
Check-in is 4 p.m. on the day of your first night. You will receive an access code to your unit by email the day before your first night and this code will be functional from 4 p.m.
Check-out
You will need to enter a code when leaving the premises to confirm your departure. The maximum departure time is set at 10 a.m. An additional $30 fee will allow you a late check-out until 12 p.m., only if you chose this option when making your reservation.
Respect for Panora's premises and property
Curfew
In order to respect the other users of the site, a curfew is imposed from 10 p.m. to 8 a.m. It is not forbidden to be in the hot tub, to listen to music at low volume or to be on the terrace, but it is requested to be conscientious and respectful of others and to keep the noise level at an acceptable minimum.
Outdoor area and hot tub
For health and safety reasons, it is forbidden to eat or have glass containers in the spa and the adjacent space. Please use the stainless steel cups provided in the kitchen if you wish to bring a beverage into the spa. It is also forbidden to urinate or add anything to the spa water.
Maximum occupancy
Each lodge has two private bedrooms with a queen-size bed. 4 people can therefore stay there, whether 4 adults, or 1 adult and 3 children.
The layout is designed for 4 people (dishes, seats, etc.). It is not recommended, but tolerated, that a family of 2 adults and 3 children rent a lodge at no extra charge, as long as no one uses the sofas as an extra bed. This scenario is therefore more for a situation where the 3 children are young and can share a large bed.
If it is proven that 5 adults stayed in a lodge, a fee of $100/night could be charged for violating this rule.
Cigarettes and other similar products
Our lodges are strictly smoke-free and the slightest trace of non-compliance with this rule will automatically result in a surcharge of $250, in addition to additional costs for cleaning and repairing damage caused by smoke. This directive applies to all related products: cigarettes, vaporizers, marijuana, etc. It is also forbidden to dispose of cigarette butts on the site other than in the ashtrays provided for this purpose.
Pets
Out of respect for other users (both the neighbors of other lodges and the next tenants of your unit) and to avoid unpleasant surprises in terms of cleaning and damage, no animals are tolerated within the units. In the event of non-compliance with this instruction, a fee of $250 will be imposed on offending tenants in addition to additional costs for cleaning and replacement of damaged items.
Damage and theft of Panora's property
You are liable for any damage (whether by willful, negligent or reckless act) to the rented lodge, its external environment or the property caused by you or anyone in your party, whether or not staying at Panora during your stay. Panora reserves the right to retain your credit card details as presented during registration and to charge such amounts as it deems in its sole discretion necessary to offset any costs or expenses incurred or suffered as a result of this who is before.
If such damage is revealed after the client's departure, Panora reserves the right to charge the reservation holder the costs relating to any damage suffered in his lodge or the property, including and without limitation missing or damaged articles, the costs smoking, cleaning costs, compensation for subsequent customers, etc.
Damage to rooms, fixtures, furnishings and equipment, including removal of electronic equipment, towels, artwork, etc. will be charged at 120% of full, new replacement value plus shipping and handling. Any damage to Panora property, whether accidental or intentional, is the responsibility of the registered guest for each lodge. All costs associated with repairs and/or replacement will be charged to the registered customer's credit card. In extreme cases, legal recourse could be taken.
Specific damage to mattresses and bedding
Damage to mattresses and bedding including; towels, mattress toppers, sheets, bedspreads, blankets resulting from the use of body oils, makeup, shoe polish, etc. will incur charges for special cleaning, repair or replacement of the damaged item.
Outdoor area
Panora is located along the St. Lawrence River, in an environment that can become fragile if it is not given the importance it deserves. For this reason, it is forbidden to walk outside the paths provided for this purpose.
It is strictly forbidden to pick up or move driftwood. This wood is an important element in stabilizing the banks.
It is strictly forbidden to make fires on the beach.
It is forbidden to leave any trace of your passage on the beach (litter, cans, cigarette butts, etc.)
A violation of any of these rules may result in a $100 surcharge.
Reception and parking lots
Maintenance building
The maintenance building is reserved for the use of Panora and is not accessible to customers. There are no common buildings on the site. During your stay at Panora, you are completely independent. 24 hours before your arrival, you will receive an email indicating the access code for the digital lock of your unit. You will also have at your disposal a guest guide with all the necessary information allowing you to fully enjoy your stay, without resorting to anyone.
An emergency number will still be sent to you, in the event of a particular situation where you absolutely must speak to a member of the team.
Parking lots
Double parking lots are located at various locations on the site. You will certainly have an assigned parking lot a few steps from your lodge. Note that the parking lots are double, but only one vehicle per unit is authorized. The 2nd slot is reserved for the neighboring unit. This development allows us to limit the number of parking spaces on the site. If you are traveling with 2 vehicles, a central parking lot will allow you to park the 2nd vehicle. 2 electric vehicle charging stations are also located in this parking lot ($).
Stay
Lost items
Panora assumes no responsibility for lost, misplaced, stolen or damaged valuables or property. If you discover that you have left something of value for yourself, please contact us as soon as possible and we will try to help you locate your lost item. We are unable to guarantee the return of personal effects left behind. If an item must be returned by mail, the fees will be charged to the person requiring this service + $10 service fee. If an item is not claimed within 14 days, it will be sent to a charity or thrown away if it cannot be used by someone else.
Coffee
Each lodge has its own Nespresso Vertuo coffee machine. For stays of 3 nights or less, 5 capsules are provided. For stays of 4 nights or more, 10 capsules are provided. If you are particularly a caffeine lover, you also have the option of adding boxes of 10 capsules when confirming your reservation.
An electric kettle is also available for coffee aficionados who bring their own tools on trips, or for those who prefer teas or herbal teas.
Cleaning and services
Complete post-stay cleaning is included in your rate, but the tenant still has some responsibilities:
Wash the dishes, put them away and make sure the dishwasher is not running and is emptied when you leave.
Empty garbage cans and recycling and leave the bags in the bins provided for this purpose.
Do not leave anything in the refrigerator.
Failure to follow these cleaning instructions will result in a $35 fee.
Panora is not a hotel, but a rental chalet site that operates with a maintenance schedule based on reservations. So there is no room service. If you rent a lodge for a few days, the maintenance of your unit is your responsibility (dishes, bed, etc.). You will have 4 shower towels and 4 spa towels when you arrive.
For stays of 4 nights or more, it will be possible to change towels, on request.
For stays of 7 nights or more, it will be possible to change bedding, on request.
In these 2 situations, it is the duty of the tenant to express this request at least 1 day before the realization of the said request. The person who receives the requests from the administration side will therefore be able to follow up with the maintenance staff. A same-day request may not be feasible if the request does not fit into the schedule of the maintenance staff that day.
Winter stays
All the amenities offered are the same, regardless of the season. However, on snowy days, the parking lot and steps may not be completely clear when you arrive or leave.
In addition, our access paths are on passable slopes, but can be slippery depending on the conditions. Although they are clear and sanded, you might have trouble getting in or out. Be cautious and call the emergency number if necessary.
Panora is not responsible for damage to your vehicle or those of others if you ever venture into the access slope in conditions dangerous to your experience and / or the condition of your vehicle.