FREQUENTLY ASKED QUESTIONS
Not sure? Have questions about our rooms or need help planning your stay? No problem! Find answers to our most frequently asked questions below.
TOP 10 FREQUENTLY ASKED
Are pets allowed? Service animals?
We are a 100% dog friendly hotel. Unfortunately, we will not allow any other pets. Each dog will be charged CAD 49.00 plus tax per night and allowed maximum of two in a room.
The hotel abides law for service animals as defined by the AODA are allowed in the hotel. If you would like information on full-service kennels in the Niagara Falls area, please call contact our guest services and we can help. Please read our hotel policy.
What time is check-out?
heck-out time is 11 a.m. If a late checkout is desired, we offer a 12:00 p.m. and 2:00 p.m. check-out for an additional fee. Please check with the front desk about pricing and availability.
What time is check-in?
Check-in time is 4 p.m. We offer early check-in for an additional fee. Please call at 905-357-1234 and check with guest services about pricing and availability.
We require guest checking in to be at least 21 years of age. A valid, Government Issued addressed Photo ID is required upon check-in along with physical credit card used for reservation. Your card will be authorized for a security deposit and daily amount on your reservation.
What is the cancellation policy?
Please read hotel cancellation policies below and be advised that the policy for the third-party bookings will vary from ours and is at their discretion when you reserved the room. If there any questions regarding the policies, please call or email us.
- Non-refundable or Advance Payment reservations offer no refunds or partial refunds if cancelled at any time.
- Regular bookings cancelled up to 3 days before arrival date, no fee will be charged.
- If cancelled within the period or in case of no-show, the total cost of booking or one night accommodation will be charged.
Do you have any packages or promotions?
We offer promotions and packages on rooms. You can find the currently running deals on our packages page.
What is not included with the cost of the reservation?
The reservation covers the cost for room and taxes. Parking, mandatory Facility Fee, Pet Fee, Restaurant Charges, Security deposit and any other services or charges are not included in the room rate.
If left something at your hotel. Can I get it back?
We’re sorry to hear that you’ve misplaced your belongings. Please fill the lost and found form and we will do our best to update the status with in 24 hours. If your item is found, we will gladly ship it back to you for a shipping fee or you may come to the hotel to pick it up.
Where do I park my vehicle?
Upon your arrival to hotel, you will proceed to the main building entrance where you can complete your check-in process to receive the parking pass and directed to the appropriate area. Parking is not included in the room rate and will be charged up on check-out.
Can I request a particular room during check in?
Room preference or category must be booked at time of reservation. Our rooms are unique by the décor, and we will not guarantee the room style, location, and or room number.
What kind of payment types do you accept?
We accept Visa, MasterCard, American Express, Discover credit and debit cards and Old Stone Inn gift cards. Identification is verified for all credit card transactions, so please remember to bring a photo ID. Please note, we are a cashless property.
For an efficient check-in required the physical credit card used for reservation. We take one credit card for deposit per reservation. To reserve with gift cards, please complete your reservation over the phone at 905-357-1234 and have them ready at the time of booking. You may also book online with a credit or debit card and email your gift card numbers to guestservices@oldstoneinnhotel.com to have your deposit reimbursed.
HOW TO MAKE A RESERVATION?
How do I make a reservation?
We recommend that you make reservations at least 3-4 weeks in advance through our website or by calling us at 905-357-1234.
To ensure an efficient check-in process we require all reservations to be paid in full prior to arrival and it is highly recommended to provide payment information for your reservation at the time of booking. Gift card payments should also be provided prior to your reservation date as attempting to apply gift cards at Guest Services will slow down your check-in experience. To pay with a gift card, please email us at guestservices@ildstoneinnhotel.com. Please include your gift card number, date of reservation, first and last name and the amount you would like applied. To facilitate check-in, we are not able to split payments or apply gift cards upon arrival.
How do I set up a group stay or event at your hotel?
Are you looking to host a business conference, corporate retreat, youth group outing, or any other type of gathering, our sales team can help you. For groups of 10+ rooms, visit the group reservation section or fill out a proposal request, a member of our sales team will be in touch shortly to answer any questions and begin the planning process.
Booking Info & Requests
Will my room be ready when I arrive?
Room check-in does not begin until 4:00 p.m. or as your room becomes available. We offer early check-in for an additional fee. Please call at 905-357-1234 and check with guest services about pricing and availability.
Do I have to add children to my reservation?
Children (0-13 years old) are considered occupants in the room by law. While reserving online, we require the number of children to be listed. Any occupant above 14 years considered as an adult.
Why is there a maximum occupancy in the rooms?
By law and for the safety of our guests, we have to limit the number of people that occupy a room. Please call at 905-357-1234 and check with guest services to know more.
Do you have balcony or patio?
Our guest rooms are not having a private balcony or patio.
Will my room be pre-assigned prior to my stay, or can I request room at check-in?
The rooms are pre-assigns on the day of arrival. Please contact the hotel directly at 905-357-1234 with your preference at least 72 hours before arrival date. These requests cannot be guaranteed, but our guest services team will do their best to fulfill your request.
Room preference or category must be booked at time of reservation. Our rooms are unique by the décor, and we will not guarantee the room style, location, and or room number.
What is the minimum age requirement to confirm a reservation?
Our hotel policy requires that the primary guest must be 21 years of age or older to check-in and stay.
What is your Service Animal policy?
We allow service animals defined by the AODA that are trained to perform certain work or tasks. Also, we allow dogs in the hotel with a minimal fee. Emotional Support animals are not service animals by law and will be charged the fee. Please read our hotel policy.
Are rollaway beds available to reserve during stay?
We have limited rollaway beds available in the hotel and will be charged a minimal fee. Please ask our guest service agent upon checking in. Its not a guaranteed option and on first-come-first serve basis.
Does the hotel have restaurants and bar?
You can see all the dine-in options in the Food & Drinks section.
How can I secure valuables during my stay?
We aim to provide a comfortable, relaxing and safe experience for all our guests. Our rooms are safe, and we do have safes available in the front desk, used to lock up your valuables.
Can I see Niagara Falls from your hotel?
Unfortunately, you cannot. We are a three-storey hotel and we do not have specific view from our hotel.
What is your Service Animal policy?
We allow service animals defined by the AODA that are trained to perform certain work or tasks. Also, we allow dongs in the hotel with a minimal fee. Emotional Support animals are not service animals by law and will be charged the fee. Please read our hotel policy here.
Can I charge my electric car in your hotel?
We have a charging station at the property. You must be a guest who staying in the hotel to avail this service and limited to use for 4 hours. Please request at guest services and they guide you to our charging station.
Is cooking permitted at the hotel?
No! Cooking, grilling, birthday candles or any other types of open flames are not permitted in rooms, common areas, parking lot, hallways or on hotel grounds.
Does the hotel have wheelchair accessibility?
Unfortunately, we are limited with the mobility options. However, our guest services can help you and provide more information. Please call at 905-357-1234 and inform your request with guest services.
What amenities are in each suite?
Each rooms category at the hotel is unique and comes standard with coffee maker, hairdryer, and iron.
Do you have refrigerator and microwave in the rooms?
We do not have microwaves in the rooms. Our Historic Main Mill category does not have fridges in the rooms. However, our Courtyard Rooms (ECDQQ/ICSQQ/ICSK/GFEQQ) do have a mini refrigerator in the room.
Does the hotel have Internet access for guests?
Wireless internet access is available throughout our hotel, which you can access from your room or common areas.
Are Pack 'n' Play or cribs available to reserve during stay?
We have Pack ‘n’ Play available for infants. As we have only limited numbers, please remind our guest service agent of your request upon checking in. Its not a guaranteed option and on first-come-first serve basis.
Where do I park my vehicle?
Upon your arrival to hotel, you will proceed to the main building entrance where you can complete your check-in process to receive the parking pass and directed to the appropriate area. Parking is not included in the room rate and will be charged up on check-out.
Can I request a particular room during check in?
Room preference or category must be booked at time of reservation. Our rooms are unique by the décor, and we will not guarantee the room style, location, and or room number.
What kind of payment types do you accept?
We accept Visa, MasterCard, American Express, Discover credit and debit cards and Old Stone Inn gift cards. Identification is verified for all credit card transactions, so please remember to bring a photo ID. Please note, we are a cashless property.
For an efficient check-in required the physical credit card used for reservation. We take one credit card for deposit per reservation. To reserve with gift cards, please complete your reservation over the phone at 905-357-1234 and have them ready at the time of booking. You may also book online with a credit or debit card and email your gift card numbers to guestservices@oldstoneinnhotel.com to have your deposit reimbursed.
PAYMENTS & CHARGES
Do you require prepayment for reservations?
The hotel reserves the right to pre-authorize or charge your credit card on file for the approximate total charges three days prior to your arrival date. If the card declined, the hotel may not guarantee the room.
Do you accept debit cards?
You can use debit cards for payments. The use of a debit card at the time of check-in will initiate an immediate deduction from your bank account and the release of the authorization for any unused funds may take up to 30 days or longer to be processed. The hotel is not responsible for overdrafts or fees associated with your debit card.
Can I use a prepaid card?
For prepaid cards, we recommend that you have at least 25% over your payment to ensure enough funds are available on the card.
Can I use cash at the hotel?
Our hotel is operating cashless; please be prepared to use a credit card or debit card to make purchases. We will not accept cash at check-in or any outlets.
What is the Municipal Accommodation Tax?
The City of Niagara Falls passed a law on 2019 to implement a mandatory Municipal Accommodation Tax (MAT) of CAD 2.00 per room plus tax, per night. The tax applies to all accommodation in the city.
Are advanced deposits for reservations required?
We require the room charges for the stay plus tax be paid as an advance deposit based on the cancellation policy to guarantee the room. This can be paid by credit card and please ensure the same card used for the deposit must be present at the time of check in.
What all other charges does you charge?
We charge Parking Fee, Facility Fee, Pet Fee and guest are accepts to pay if using the service. Please call at 905-357-1234 and check with guest services about charges per night.
Can I make a payment on behalf of someone?
If the cardholder is not going to be present at check-in with the physical card and identification, the holder can use our quick pay web portal to make payment. Please call at 905-357-1234 and check with guest services to know more.
GIFT CARDS
How can I purchase gift cards?
As a gift of love or one of thanks, gift cards are a perfect choice! Buy a e-Gift Card or physical card from our website. The physical cards will be mailed with in 3 business days and take up to 10 days to reach you.
How to use a Gift Card for reservation?
To make a reservation over the phone, using a gift card, please call 905-357-1234 and have your gift card number ready at the time of booking.
How to use a Gift Card when making a reservation online:
To make a reservation online, using a gift card, you must book online with a credit card or debit card, and then email us at guestservices@oldstoneinnhotel.com. Please include your gift card number, date of reservation, reservation number, first and last name and the amount you would like applied. This must be done prior to the date of your reservation. To facilitate check-in, we are not able to split payments or apply gift cards upon arrival and the gift card must be presented at check-in.
What can my Old Stone Inn Gift Card be used for?
Gift Cards can be used towards anything at Old Stone Inn Hotel, including room reservation, food, beverages, retail items and gratuities. Gift cards are non-refundable and do not expire.
Do gift cards expire?
Gift cards are non-refundable and do not expire.
MY STAY
Am I able to charge things back to my room?
Please note that the credit card on file will be authorized for CAD 250.00 security deposit at the time of check in. As long as we have an authorization on a credit or debit card, you are welcome to charge back to your room up to that amount. Upon check-out the authorization for any unused funds will be released. Based upon the business rules of your bank, this may take 72 hours to 10 days to be processed depending upon the card you had authorized. The hotel is not responsible for overdrafts or fees associated with your credit card.
How long its going to take to release the security deposit?
Please note that the credit card on file will be authorized for $250 security deposit at the time of check in. Upon check-out the authorization for any unused funds will be released. Based upon the business rules of your bank, this may take 72 hours to 10 days to be processed depending upon the card you had authorized. The hotel is not responsible for overdrafts or fees associated with your credit card.
How much is your parking fee?
All the major attractions in Niagara Falls are 10 – 25 minutes from the hotel by walk or transport. Please use the location map to choose your destination.
How long does it take to get to the hotel from Toronto International Airport?
The drive time between Old Stone Inn and Toronto Pearson International Airport (YYZ) is around 1 hour 30 minutes via Queen Elizabeth Way/QEW and covers a distance of around 124 kilometres.
Do you have a swimming pool?
Yes! We do have an indoor salt-water pool for our guests. The pool opens daily between 9 a.m. to 10 p.m. The operation of the pool is guided by Niagara Health and guests has to follow the rules and policies.
What is the smoking policy?
We are a smoke-free facility. Smoking is not allowed in any area of the resort including guest rooms, hallways, pool, courtyard or any public areas. This includes the use of vaporizers, electronic cigarettes, marijuana, tobacco and smokeless tobacco. A cleaning fee up to CAD 1000.00 will be applied if this policy is not followed.
What are your hours for Swimming Pool?
Our pool opens daily between 9 a.m. to 10 p.m.
Is your pool indoor or outdoor?
Our pool is indoor and open from 9 a.m. to 10 p.m.
Is your pool heated?
Our pool is indoor and open from 9 a.m. to 10 p.m.
CANCELLATIONS AND MODIFICATIONS
Please read hotel cancellation policies below and be advised that the policy for the third-party bookings will vary from ours and is at their discretion when you reserved the room. If there any questions regarding the policies, please call or email us.
Non-refundable or Advance Payment reservations offer no refunds or partial refunds if cancelled at any time.
Regular bookings cancelled up to 3 days before arrival date, no fee will be charged.
If cancelled within the period or in case of no-show, the total cost of booking or one night accommodation will be charged.
LOYALTY & REWARDS
Do you have loyalty program?
Currently, we aren’t having a loyalty program. We are introducing rewards program our loyal customers in near future.