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Frequently Asked Questions by Our Guests

Welcome to our FAQ

Throughout our years of experience in the corporate housing industry, we have been asked the same questions many times. We have listed the answers to those most frequently asked.

Reservations

How do I make a reservation?

You can contact our reservation team by phone, email, chat or by the online request form. One of our team members will be in contact with you with availability, rates, photos and information on the locations available. The more information you provide us with, the better we can match you with your temporary home. 

Can I reserve online?

Imperial Suites' inventory is in over 75 private residential apartment buildings. In some locations we have 1 apartment, others we have 10. It is because of this, and that we must confirm current guest departures, that we are unable to allow online bookings. 

I have been told availability cannot be confirmed and that I am on a waiting list. Why can’t I book?  

Most guests are unable to confirm their departure prior to 1 month before as departures may depend on project schedules, completion of work, or they may still be finding a permanent home. Therefore we are unable to confirm a location until this information is received. If you have been placed on a waiting list, your temporary suite will be confirmed. To date, we have always been able to accommodate wait list requests and we thank you for your patience. 

What is the minimum stay?

The minimum stay requirement is 7 nights in most cases, however there are some buildings that restrict to a 30-night minimum stay. 

Can I get a lower rate if I stay longer?

Yes, there are rate discounts for extended stays. We provide rates for 7-29 nights, 30-night stays with additional discounts for 3 month, 6 month and 1-year reservations. 

Will you make an exception if I need 5 nights? 

You are welcome to book the apartment for the 5-night stay requirement, however you are financially responsible for the 7-night reservation. 

Does my reservation have to start on the 1st of the month?

You can reserve the apartment for the day required, no matter what day of the month it is. 

If I reserve an apartment for 30 days and need an extension, do I have to reserve an apartment for another 30 days to get the monthly rate discount?

Once you have booked 30 days, you can extend by any number of days required. This is applicable for week stays as well, you can extend by 5 days, 10, 50… whatever number of days are required. 

If I reserve an apartment for 2 months but extend month-to-month to 6 months, can I get a refund to a 6-month rate?

The discounted rates are provided at the time of booking and therefore are non-refundable. However, if you are within you first month’s stay and request a 6-month rate with an extension finalized within that month, the 6-month rate will be applied to all days stayed.

What is the cancellation policy?

Imperial Suites has a 7-night cancelation policy. If you provide 7 nights' notice, there is no penalty/fee to cancel. If less than 7 nights' notice is provided, you are responsible for up to 7-nights charge at the weekly rate plus tax. 

I have reserved a suite for 6 months with a 6-month rate, but my plans have changed and I need to cancel. Do I have to keep my apartment for 6 months?

Absolutely not! We understand that plans change. All extended stays are subject to the same cancelation policy. If a cancelation is required on a less-than 30-night stay, the discounted rate is changed to the regular rate plus GST and the difference is applied to the reservation. This means, you pay the regular rate on any nights stayed with Imperial Suites, provided proper notice was given. If the cancelation is required on a longer-than 30-night reservation, the rate remains the same and you will only be responsible for any additional days if the proper notice was not given.

Why do I have to pay taxes on less than 30-night stays? 

By law, we are required to charge taxes on all reservations that are less than 30 nights. Reservations that are longer than 30 nights are exempt from taxes on the nightly rate. 

What is the check-in time? 

Our check-in time is 4:00 pm. Early check-ins are based on availability and may be subject to a fee. Early check-ins must be confirmed in advanced. 

What is the check-out time? 

Check-out time is 10:00 AM. Late check-outs are based on availability and may be subject to a fee. Late check-outs must be confirmed in advance. 

Can I extend my stay?

Yes, you can extend your stay, however it is recommended that you book your full length of stay required at the time of reservation, as extensions are based on availability. Please ensure you advise our reservation team at the time of booking that you may require an extension. If you have informed us of a possible extension, we will always contact you prior to rebooking your suite. If no response is provided within 24 hours, it is assumed the extension is no longer needed. 

How many people can stay in a 1, 2 and 3-bedroom suite?

1 bedroom maximum occupancy is 2 persons (3 persons in suites with a den or pull-out sofa)

2 bedroom maximum occupancy is 4 persons (5 persons in suites with a den or pull-out sofa)

3 bedroom maximum occupancy is 6 persons (7 persons in suites with a den or pull-out sofa)

How do I pick up my keys?

We provide a personal meet and greet service to all guests on arrival. Please click here for more information

I am a repeat guest and I do not need a meet and greet. What are my options?

Please contact our Guest Services team to discuss available options. We prefer to meet all guests on arrival; however if you are arriving late or would prefer to not have a scheduled meeting time, we can arrange a lock box, you may pick up your keys at the office or with enough advance notice we may be able to courier the keys to you. Additional fees may apply. 

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Payment & Booking Process

Do I have to pay when I reserve the apartment? 

A payment of $500.00 is required to confirm a reservation. Payment of the reservation is due on arrival (up to the first 30 days is required on arrival).

I can only pay for a portion of my stay. Can I pay half now and half later?

Full payment for the reservation up to 30 days is required on arrival. There are no exceptions to this.

What method of payment is accepted?

We accept Visa, MasterCard, American Express, company cheque, certified cheque or company wire transfer of funds.

Do you require a security deposit? 

Yes, a security deposit is required unless a company Letter of Guarantee is signed. 

I do not have a credit card. Can I stay with Imperial Suites?

Every guest requires a valid credit card to stay with Imperial Suites. 

Do I have to provide identification?

Yes, every guest must provide government-issued ID and proof of the credit card that was used at the time of booking. 

Do I have to sign a lease for the apartment?

There is no lease required, however you are required to complete the Guest Registration Agreement which is a 1-page document. Once returned, you are provided with a confirmation for your reservation and an invoice for the balance due on arrival. Upon arrival, you are required to sign an Inventory & Damage Report. 

I am a company employee, booking on behalf of another employee. Do I sign the Guest Registration Agreement?

You have two options as a company employee. You may complete a Letter of Guarantee to confirm your company will be responsible for the guest reservation to be invoiced, or you may complete the Guest Registration Agreement and pay by credit card. Once the Letter of Guarantee is completed, your company may book without any further paperwork for 1 year. 

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Guest Services

Who do I contact with questions about my apartment?

Our Guest Services team can assist you with any questions or comments you have throughout your stay.

It is after hours and I have an emergency. What do I do?

Our office number is call-forwarded to one of our team’s cell phones after-hours which means your call into our office line will be directed to them. If you do not reach the person on your first call, please leave a voicemail with your name, your apartment number and your telephone number for them to call you back. Repetitive calling will not speed up a call-back and the person may be tied up or on another call.

It is after hours and I have a non-emergency request. What do I do?

Any requests that are non-emergent we ask that you email your Guest Services contact who will attend to the request during office hours. General questions are always welcome, however service requests that cannot be handled by the on-call team should be sent by email. The on-call team are handling the calls during their personal time and we appreciate your consideration of their time.

I have submitted a request to the building maintenance but have not had a response. Why haven't they responded?

Any and all requests you have must be sent to the Imperial Suites Guest Services department. Building concierge, maintenance, front desk, door man, security and/or others on-site are not associated with our company, and therefore authorization to enter, repair, and/or change the content of the apartment must be submitted by our team.

How do I log onto the internet?

The wireless internet information is located on the top of the modem as well as in your suite book. Troubleshooting tips can be found in your suite book, or provided by Shaw Technical Services.

Are local calls included? Can I call the USA?

Our phone service allows for unlimited calling to Canada and the USA from your personal phone.

How do I add extra channels to my TV? Can I rent a movie?

Please contact Guest Services to add channel packages to your TV. In order to do so you must provide a credit card for payment of the package added. You are welcome to watch pay per view movies, which are also charged to the credit card on file.

How do I change my clean day or time? 

The scheduled housekeeping day is a structured schedule that cannot be changed. The hours are between 9:30 AM to 4:30 PM and cannot be changed. Once you have received your first clean, you will have a general idea of the regular time they will visit you each week, however there is no guarantee to this as they may have to switch the daily schedule due to an emergency. If you wish to cancel your clean, please do so prior to 9:00 AM on your scheduled clean day to avoid a turn-away fee.

Why didn’t the housekeeping change my towels on my clean day?

Our Housekeeping team has been instructed to only replace towels placed in the bathtub or shower stall. If you did not put your towels in the tub, they are under strict instructions not to replace the towels. This is to avoid the team having to search the apartment for towels or accidently taking a personal towel that closely resembles our linens.

Can I bring my pet?

Pets are welcome at some, but not all, locations and must be pre-approved by Imperial Suites. There is a pet fee required, which will be discussed with you at the time of booking.

There is an ashtray in my suite. Does this mean I can smoke indoors? 

There is no smoking of any kind allowed inside the property. The ashtray has been provided for use on your balcony with the door closed behind you. Evidence of smoking in the suite will result in a $500.00 fine. Throwing butts or garbage of any sort off the balcony will be subject to the same fine and may also result in eviction, so please ensure the rules are adhered to.

How many keys are provided for my apartment? Can I get an extra set?

Two sets of keys are provided for each apartment with the exception to three bedrooms, where there are three sets. You may request an additional set of keys, however in most cases the extra set is not available. 

I was told I had been declined an additional parking stall but there are many vacant stalls in the garage. Can I park in these stalls?

Parking stalls are assigned to the suites upon purchase by the owners. Therefore, the number of stalls available are the number that were purchased with the suite. The vacant stalls do not belong to Imperial Suites, therefore we are unable to obtain access to these stalls. If you park in someone else’s stall, you risk being ticketed and/or towed at your expense. 

Is there any way to contact the building to ask to use the open stalls?

The parking stalls are not managed by the building, rather by individual owners. The best recommendation we can provide is to look for private parking stall rentals posted on message boards in the building.

What do I do when someone is parked in my assigned parking stall?

Please contact our office immediately and we will handle contacting the individual, and/or the removal of the vehicle. 

Are my personal belongings insured?

All of Imperial Suites apartments have content and liability insurance, however your personal belongings are not included in this. Your own home or rental insurance should cover your content, however you should confirm this with your insurance company before arriving. 

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Departure

What do I do with the keys when I leave the apartment? 

Departure instructions are provided in your suite book and can also be found posted on the back of your suite door; they are also sent to you by email one week prior to your departure. Although the procedures may vary depending on the building, you are always required to leave all keys, fobs, garage door openers, and/or parking passes in the apartment. Failure to do so will result in the nightly rate being charged until all items are returned. 

Who is meeting me to go through the inventory and damages when I leave?

There is no departure inspection done with you. The property is inspected within 24 business hours of your departure by the housekeeping supervisor. The same inventory and damage report signed on arrival is used to inspect the apartment on your departure. If you have misplaced the form, please contact our Guest Services representative to request a new copy. 

When will my deposit be returned? 

The deposit is returned within 7-business days of your departure, provided that the property was returned to us in the same condition it was provided to you. 

Do I have to clean the apartment when I leave?

Cleaning of the apartment on a professional level is not required, however we do ask that you leave the apartment in a similar condition as it was received to avoid damage from things such as spills, rotten food etc. Please ensure all personal content and garbage have been removed from the apartment prior to vacating. Kindly place any dirty dishes in the dishwasher and run the dishwasher with one of the tabs provided.

What do I do if I forgot something in the apartment?

Please contact Guest Services as soon as possible. Although most items are not discarded immediately, paperwork and other small items may be mistaken for garbage, so it is important to let us know as soon as possible. Items that appear to be of value or something that may have been forgotten are taken to the local office and kept for 1 month. It is your responsibility to contact and arrange pick up of the items left behind. After 1 month, the items are discarded or donated to charity. 

Is there anyone that can take my unopened food items?

Yes, unopened food items are collected and given to the less fortunate.  

Do I receive anything for referring a friend to use Imperial Suites?

Yes, if you refer someone to Imperial Suites, a cheque will be sent to you in the amount of $50.00 once the guest has arrived.

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