Frequently Asked Questions

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Your stay with us

  • The Stratford Hotel offers two convenient ways to check in:

    Option 1: Contactless Online Check-In

    • 48 hours before arrival, you’ll receive an email to complete online check-in.

    • A credit card for incidentals/damages is required and can be added through the check-in form or by calling us in advance.

    • Once online check-in is complete and we have your credit card on file, on the day of your arrival by 3:00 pm, we’ll email your room number and key code

    • You can head straight to your room.

    Important: Make sure your email address is correct and check your spam folder if you don’t see the message by 3:00 pm.

    Option 2: Check-In at The Stratford Hotel

    Sunday and Monday, 12 pm until 5 pm

    Tuesday to Saturday, 12 pm until 8 pm

    Please note:

    • If you plan to arrive outside of these hours and prefer to check in with us directly, please let us know in advance by using the “Chat with Us” button in your reservation confirmation email. We’ll do our best to make alternative arrangements and make sure you are well-received.

    • For early arrivals, while we may be able to accommodate early check-in before 3:00 pm, your room might not be ready, especially during the peak summer season. However, we’re happy to store your luggage, provide you with door codes, and, if available, offer early parking so you can begin enjoying Stratford right away—whether you're heading to the theatre or exploring the town.

  • Check-In & Check-Out
    Standard check-in begins at 3:00 PM, and check-out is by 11:00 AM.

    Need More Flexibility?
    If you have an early flight or would prefer to sleep in, we’ll do our best to accommodate early check-in or late check-out requests based on availability. Please let us know in advance, and we’ll do what we can. If we’re unable to accommodate your request, we’re happy to securely store your luggage until you're ready to depart.

    Please note: Early check-in and late check-out are not guaranteed in advance and can only be confirmed on the day of arrival or departure. Additional fees may apply.

    Guaranteed Early Check-In (from 12:00 PM)
    If you need a confirmed early check-in before 3:00 PM, we strongly recommend reserving our Guaranteed Early Check-In option—especially during peak season. This ensures access to your room starting at 12:00 PM on your arrival day.

    Terms & Conditions – Guaranteed Early Check-In

    • Free cancellation or modification up to 7 days prior to arrival

    • Full payment for the stay will be charged to your credit card 7 days before check-in

    • Cancellations within 7 days of arrival, no-shows, or arrivals after noon are non-refundable

    • Subject to applicable taxes

  • Reception/Guest Services & Housekeeping Hours
    The Stratford Hotel – 12-Room Boutique Property

    As a small boutique hotel, The Stratford does not operate a 24-hour front desk. However, our on-site team is available during the following hours to assist you, and a 24/7 emergency contact number is always available for urgent needs.

    Housekeeping Assistance
    Daily: 8:30 AM – 4:30 PM

    Check-In & Guest Services Assistance

    • Sunday & Monday: 12:00 PM – 5:00 PM

    • Tuesday to Saturday: 12:00 PM – 8:00 PM

    For any needs or emergencies, please call +1 519-272-2581 our dedicated 24/7 line.

  • We'll gladly stow your luggage safely and securely until you're ready to move on. Please contact the concierge to arrange luggage storage. Kindly allow at least 30 minutes for us to arrange this.

  • Bringing Your Wheels?

    For your convenience, we’ve leased a limited number of parking spots adjacent to the hotel. Please contact us at the time of booking by phone or email. We'll need your vehicle’s make, model, and license plate number to reserve a spot.

    Hotel Parking Location:
    Parking is located on the right-hand side of the building when standing outside, facing the hotel’s exterior.

    Please do not park on the left-side (when standing outside, facing the hotel’s exterior) which is a city parking lot as you will be ticketed.

    Rates:
    Overnight parking is $20 + tax per day. A valid parking pass must be displayed at all times.

    Free Parking Offer:
    Guests who book directly with us (not through third-party sites like Expedia or Booking.com) between May 1 and November 15, 2025, may qualify for free parking for one vehicle, depending on availability.

    To take advantage of this offer, please reserve the “Festival Rate Offer”

    Cancellation Policy:
    As the parking lot is owned by a third party, parking fees become non-refundable 7 days prior to arrival.

  • The Stratford Hotel is a historic building that has preserved many of its original features dating back to 1875. Please note that the hotel does not have a lift/elevator. There are three steps leading to the main entrance. Rooms on the main floor are accessible without the use of stairs. However, access to second-floor rooms is only via stairs, which may not be suitable for guests using walking aids.

  • We only welcome licensed service animals.

  • Due to the historic building and city bylaws, all guest rooms have air conditioning from May 1st to October 31st, and heating/fireplace from October 1st to May 31st.

  • We believe in a modernized approach to old-school hospitality, so our rooms are phone-free. To connect with us during your stay you can call or chat with us at anytime.

  • Rollaway beds and cots are not available or permitted .

  • We love kids! Our Little Hoco Club has you covered. Whether you’re joining us with infants, toddlers, or slightly older kids, we’ve all the essentials you need.

    All our 8 suites feature a queen bed and a sofa bed (either a double or queen). They are great for families and can accommodate up to 4 guests.

    Each kid under 12, receives a welcome tote packed with a kid’s welcome amenity.

    Just tell us you’re staying with kids 24 hours in advance – we'll take care of the rest.

  • No, we do not allow smoking, vaping, or cannabis in rooms or on the property. Should you smoke in your room, there will be a $500 fine and removal from the premises immediately. The remainder of the booking will be canceled. No refunds or future credits will be issued under any circumstances.

Reservations, Payments, and Cancellations

  • Our change and cancellation terms vary per type of booking. General T&Cs are below:

    Standard Rate/Refundable Rate:

    Free cancellation or modifications until 7 days prior to arrival (12:01 a.m. hotel local time/EST) to avoid a 100% penalty for the entire stay. Your credit card will be charged 100% of the entire stay 7 days prior to your check-in. In case of a no-show, early departure, or cancellation after the expiry of the free cancellation period, 100% of the entire agreed stay will be charged. No changes are permitted after the expiry of the free cancellation period.

    Pre-paid/Non-Refundable Rates:

    Once booked, this reservation becomes non-refundable. A 100% full, non-refundable prepayment will be applied at the time of booking. No changes are permitted, and no refund will be issued under any circumstances, including cancellation, no-show, or early departure. This reservation is also non-transferable.

    We strongly recommend the purchase of travel insurance to assist in case of unforeseen cancellations. The Stratford Hotel cannot be held responsible for cancellations due to, but not limited to, family emergencies, health-related issues, changes in plans, airline schedule changes, or weather conditions.

  • If you just don’t show up by 11:59 p.m. on the check-in date, we’ll have to treat it as a no-show and charge for your entire stay. The same applies to early check-out. The remainder of the booking will be canceled. No refunds or future credits will be issued under any circumstances.

    We strongly recommend the purchase of travel insurance to assist in case of unforeseen cancellations. The Stratford Hotel cannot be held responsible for cancellations due to family emergencies, health-related issues, airline schedule changes, or weather conditions.

  • Reservations must be guaranteed with a credit card at the time of booking. The credit card used at the time of making the reservation must be valid for the entire stay.

    For Standard / Refundable Rates, your credit card will be charged 100% of the entire stay 7 days prior to your check-in. After the free cancellation period, no refund will be issued under any circumstances, including cancellation, no-show, or early departure. This reservation is also non-transferable.

    For Pre-Paid / Non-refundable Rates, a 100% full, non-refundable prepayment will be applied at the time of booking. No refund will be issued under any circumstances, including cancellation, no-show, or early departure. This reservation is also non-transferable.

    If payment is unsuccessful, the hotel reserves the right to cancel the reservation after 24 hours.

  • We authorize an incidental/security deposit hold of $200 per day (up to $500 per room) during check-in on your credit card. We only accept major forms of credit cards.

    Any additional charges to the credit card may occur during and post your stay related, but not limited to, smoking, pets, noise complaints, minibar consumption, non-registered guests, and damage to our building.

  • The hold will be released on the evening of checkout. It may take between 5-7 business days to see the amount reflected back into your account depending on the your bank provider.

  • We only accept credit cards. All reservations are pre-paid based on the cancellation policy/rate type prior to arrival.

    In addition, a credit card must be presented upon check-in and must be the same credit card used to make the reservation. If guests are booking on behalf of someone else, they must contact the hotel directly to arrange for third-party billing.

  • If guests are booking on behalf of someone else, they must contact the hotel directly to arrange for third-party billing. A credit card authorization form is required to be filled out along with one form of photo identification.

  • The Municipal Accommodation Tax (MAT) came into effect on July 1, 2023, and a mandatory 4% plus HST applies to all accommodation sold for a continuous period of 30 days or less.

  • Guests must be 18 years or older to reserve a room. Minors should stay at the hotel with company aged 18 and above.

  • For security purposes, please provide a valid government-issued photo ID during the digital or self check-in process.

  • Our front desk team cannot assist in modifying or cancelling all third-party (e.g. Expedia, Booking or Airbnb, etc.) reservations. Please get in touch with the company directly that you booked with.

    Please be aware of our change and cancellation policy. We strongly recommend the purchase of travel insurance to assist in case of unforeseen cancellations. The Stratford Hotel cannot be made responsible for cancellations due to but not limited to, family emergencies, health-related issues, changes in plans, airline schedule changes, or weather conditions.

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