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HOTEL POLICIES

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HOTEL POLICIES

Welcome to Stay Inn Muskoka 

 

We're thrilled to have you stay with us! To ensure a comfortable and enjoyable experience for you and all our guests, please review the following information and policies. Stay Inn Muskoka is a modern, online-managed hotel. Check-in is handled via text message or email, and you will receive a unique access code. For checkout, simply lock the door and depart. No need to visit a reception desk!

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On the day of your arrival, after 3:00 pm, you will receive an SMS to the phone number or EMAIL provided with your room information and door codes. Please make sure to check your messages and mail  for this important information

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To open your room door, simply enter the code sent to your phone, followed by the "✓" symbol on the smart lock, and WAIT FOR THE BEEP AND CHECK MARK TO BECOME BLUE BEFORE OPENING. If you don't wait, the deadbolt will get stuck, and you will not be able to access your room. If this happens, please close the door again, try the code one more time, and wait for the beep.

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We are available online. If you need assistance, you can text via the booking channel chat or email to info@stayinnmuskoka.ca. During the day, our staff is onsite; if they are not at the reception, please call (437)-518-4720 

 

WiFi Information

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You can find the WiFi network name and password on the room sign.

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Temperature

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Please use the thermostat located on top of your bed. DO NOT TRY TO SET UP THE TEMPERATURE FROM THE AC UNIT.

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Smoking Policy

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Smoking is strictly prohibited inside guest rooms and on private decks. A fee of CAD 500 (plus applicable taxes) will be applied to violators. Designated smoking areas are available at least 9 meters (30 feet) away from the building.

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Pet Policy

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Authorized pets: CAD 40 plus tax per pet, per stay. Fees applied are used to cover the cost of deep cleaning our pet-friendly rooms after each stay. Please note that unauthorized pets will incur a fee of CAD 200 plus tax per pet, per stay.

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Cleaning Policy

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A fee of 150 CAD plus tax will be applied for any cleaning that exceeds our standard process. It will be charged to your card on file, and an email with photos of the state of the room as proof will be sent.

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Accidents and Spills

We understand that accidents can happen, especially with kids and dogs in our pet-friendly rooms. If you accidentally wet the bed or spilled a drink, please inform our front desk as soon as possible so we can promptly remove the stain and odor. Failure to report the incident may result in charges for sheet replacements (CAD 40 plus tax), duvet replacements (CAD 150 plus tax), or cover duvet replacements (CAD 40 plus tax).

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Ceiling lamps

Please refrain from hanging yourself or any items from the ceiling lamps, as this can cause damage. If ceiling lamps are damaged or accidentally removed, requiring reinstallation, a repair fee of CAD 145 plus tax will be applied. Additionally, if a replacement lamp is necessary, a cost of CAD 110 plus tax will be incurred. We appreciate your cooperation in maintaining the integrity of our fixtures.

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Coffee and Tea Availability


We strive to offer a variety of coffee and tea options for our guests, including medium roast and dark roast coffee, as well as a selection of teas. However, please note that availability may vary, and we cannot guarantee that we'll have your preferred coffee or tea on hand. We appreciate that everyone has different tastes, and we'll do our best to accommodate your requests within the limits of our available options.

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Damage Policy

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Guests will be charged for any items accidentally or intentionally taken or broken, including but not limited to:

 

  • Coffee maker

  • Decoration items

  • Towels

  • Bedsheets

  • Hair dryers

  • Microwave

  • Kitchen items

  • Chairs

  • TVs

  • Mini fridge

  • Lamps

  • Damage to drywall

  • Furniture etc.

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Please ensure that all items are in their original place and condition upon departure.

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TV and Channel Availability

At Stay Inn Muskoka, we strive to provide an enjoyable entertainment experience for our guests. Our rooms are equipped with smart TVs, where you can log in to your preferred streaming platform, such as Netflix, Prime Video, YouTube, Disney+, and more.


The hotel provides a complimentary subscription to VIDAA TV, offering a range of channels for your viewing pleasure.

However, we cannot guarantee that every channel or TV show will be available.

If you're looking for a specific channel or content not currently available on our TV system, you have the option to purchase a subscription directly through our Smart TV.

This allows you to access your preferred content during your stay.

We're committed to providing a comfortable and enjoyable experience for our guests. If you have any questions or need assistance with accessing content on our TVs, please don't hesitate to reach out to our staff.

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Quiet Hours

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Please be mindful of your fellow guests and respect quiet hours from 10 pm to 7 am. We appreciate your consideration in keeping noise levels down during this time.

Ice Machine Access: Available at the reception area for your convenience. To access, please use the same code provided for your room.

We appreciate your cooperation in adhering to these policies, which help ensure a pleasant stay for all our guests. If you have any questions or concerns, please don't hesitate to reach out to our team.

Please make sure to log out of your streaming platforms before you leave.

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Power Outage Policy

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At Stay Inn Muskoka, we care deeply about your comfort and safety. Occasional power interruptions can happen in the Gravenhurst and Muskoka areas due to Hydro One service issues or weather conditions.

 

While these outages are beyond our control, our team will always do everything possible to keep you informed and comfortable until service is restored.

 

During a Power Outage:

 

  • Flashlights are available at the front desk.

  • Extra blankets are provided upon request.

  • Guests are kindly asked to use water sparingly until power returns.

  • Our staff will share updates as soon as we receive them from Hydro One.

  • No refunds or discounts are issued for brief or temporary outages.

 

Power interruptions in Muskoka are common and are usually resolved within a few hours.

 

In the rare case of a prolonged outage that prevents the continuation of your stay (for example, lasting most of the day or overnight), management may offer a partial refund of up to 50% of the nightly rate or a discount toward a future booking.

 

If a guest chooses to request a partial refund, they will be required to check out at that time. Refunds are only applicable for unused nights, not for stays that are continued during the outage.

 

All compensation decisions are made at management’s discretion and are not guaranteed.

 

We sincerely appreciate your understanding and cooperation during these rare situations.
 

Force Majeure & Weather Conditions

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Our property operates year-round, and seasonal weather conditions (including snow, ice, rain, wind, cold temperatures, or road conditions) are normal and expected, particularly in Muskoka. Weather conditions do not constitute grounds for refunds, cancellations, or date changes.

 

Guests are responsible for monitoring weather forecasts, road conditions, and travel advisories prior to arrival and for making appropriate travel arrangements.

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Force Majeure: 

 

We shall not be held liable or responsible for delays, interruptions, or inability to provide services due to events beyond our reasonable control, including but not limited to:

 

  • Severe weather events (storms, ice storms, blizzards, flooding)

  • Power outages or utility failures

  • Government restrictions, road closures, or travel advisories.

  • Natural disasters or acts of God

 

In such cases, refunds are not guaranteed. 

 

At our sole discretion, we may offer a date change or future stay credit depending on the severity of the situation and availability.

 

Travel Disruptions: 

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If guests are unable to arrive due to personal travel difficulties, road conditions, or transportation cancellations, the reservation remains subject to the original cancellation policy selected at the time of booking.

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Hot Tub & Sauna Closure Policy

 

Inclement Weather & Winter Safety:

 

For the safety of our guests and staff, access to the hot tub and sauna may be temporarily restricted or closed during inclement weather conditions, particularly throughout the winter season.

 

Weather conditions that may require closure include, but are not limited to:

 

  • Freezing rain

  • Ice storms

  • Heavy snowfall

  • Extreme cold temperatures

  • High winds or poor visibility

  • Rapid ice formation on walkways, steps, or decks

 

While we make every effort to maintain walkways by salting and clearing snow, winter weather can change quickly and create unsafe walking conditions, increasing the risk of slips, falls, and injury.

 

Important notes:

 

Closures may occur with little or no advance notice, depending on weather severity.

 

Decisions to close amenities are made solely based on safety considerations.

 

Access may be limited for a portion of the day or the entire day.

 

Amenities will reopen as soon as conditions are deemed safe.

 

Guest Responsibility:

 

When amenities are open during winter conditions, guests are expected to:

 

  • Wear appropriate winter footwear with good traction

  • Walk slowly and carefully

  • Use handrails where available

  • Follow all posted safety instructions

 

Failure to follow safety guidelines may result in restricted access.

 

Liability & Safety Commitment:

 

The safety of our guests and staff is our top priority. We reserve the right to close or restrict access to outdoor amenities without compensation when conditions pose a safety risk. This policy helps ensure a safe and enjoyable stay for everyone.

 

We appreciate your understanding and cooperation during winter weather conditions.

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Cancellation Policy

We offer two booking rates with the following cancellation policies:

Refundable Rate

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  • Full refund: 72 hours or more prior to check-in

  • 50% refund: 24-72 hours prior to check-in


Non-Refundable Rate

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  • No refunds will be issued for cancellations


Please review the terms carefully when booking, as cancellation policies apply to all bookings.

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Respect for Staff and Guests Policy

At Stay Inn Muskoka, we prioritize a safe and respectful environment for our staff and guests. We do not tolerate any form of:

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  • Discrimination

  • Harassment

  • Rudeness

  • Disrespect


towards our team members or guests. Any behavior deemed unacceptable may result in:
 

  • Cancellation of booking

  • Refusal of service


We appreciate your understanding and cooperation in maintaining a positive and respectful interaction with our staff.

Thank you for choosing Stay Inn Muskoka! We look forward to welcoming you.

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