Frequently Asked Questions

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Your stay with us

  • The Stratford Hotel is located in downtown Stratford, Ontario, quietly tucked just off the main streets while remaining close to the city’s cultural heart. The hotel is within easy walking distance of Stratford’s theatres, shopping, dining, and the Avon River.

    Despite its central location, the hotel offers a calm and residential feel—well-suited for guests who prefer a quieter stay.

    Walking distances from The Stratford Hotel:

    • Avon Theatre: 5 min walk

    • Studio Theatre: 6 min walk

    • Tom Patterson Theatre: 10 min walk

    • Festival Theatre: 20-minute scenic walk

  • The Stratford Hotel offers two convenient check-in options:

    Contactless Online Check-In (Available Year-Round)

    Forty-eight hours prior to arrival, you’ll receive an email inviting you to complete online check-in.

    A credit card is required for incidentals or damages and may be added through the check-in form or by contacting us in advance. Once check-in is complete and your card is on file, you’ll receive your room number and key code by email on the day of arrival at 3:00 pm, allowing you to head straight to your room.

    Please ensure your email address is correct and check your spam folder if you do not see this message by 3:00 pm.

    In-Person Check-In at The Stratford Hotel

    (Available during Festival Season only — May to October)

    During Festival Season, in-person check-in is available daily from 12:00 pm to 6:00 pm.

    If you plan to arrive outside of these hours and prefer to check in with a member of our team, 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.

    For early arrivals, while we may be able to accommodate an early check-in, rooms are not guaranteed to be ready before 3:00 pm, particularly during peak summer months. We’re happy to store your luggage, provide access codes, and—when available—offer early parking so you can begin enjoying Stratford right away.

  • Check-in begins at 3:00 pm, and check-out is by 11:00 am.

    Looking for More Flexibility?

    If you anticipate arriving early or would prefer a later departure, we’re happy to note a request for early check-in or late check-out, subject to availability. While these requests cannot be guaranteed in advance and are confirmed on the day of arrival or departure, we’ll always do our best to accommodate.

    If your room is not yet ready—or if a late check-out isn’t available—we’re pleased to store your luggage securely so you can continue enjoying Stratford at your leisure. Additional fees may apply for early check-in or late check-out when available.

    Guaranteed Early Check-In (from 12:00 pm)

    For guests who require confirmed early access, a Guaranteed Early Check-In option is available, ensuring access to your room from 12:00 pm on the day of arrival. This option is recommended during peak and Festival Season.

  • As a 12-room boutique property, The Stratford Hotel does not operate a 24-hour front desk. Our on-site team is available during designated hours to assist with guest services, and a 24/7 emergency contact number is always available should you need immediate assistance.

    Guest Services & Check-In Assistance

    Festival Season only (May–October)
    Daily from 12:00 pm to 6:00 pm

    Housekeeping Assistance

    Daily from 9:00 am to 4:00 pm

    Outside of these hours, guests may reach us by calling +1 519-272-2581 or the emergency contact number posted in the lobby for urgent matters.

  • Yes, limited parking is available for guests. For your convenience, we lease a small number of parking spaces adjacent to the hotel. Advance reservation is required, and parking is subject to availability.

    To reserve a space, please contact us at the time of booking by phone or email with your vehicle’s make, model, and licence plate number.

    Parking Location

    Parking is located on the right-hand side of the building when standing outside and facing the hotel’s exterior.
    Please note that the lot on the left-hand side of the building is city parking. Vehicles parked there may be ticketed.

    Parking Rates

    Overnight parking is $20 + tax per vehicle, per night. A valid parking pass must be displayed at all times.

    Complimentary Parking (Select Rates)

    Guests who book directly with us may qualify for complimentary parking for one vehicle, subject to availability. To take advantage of this offer, please reserve a rate that includes Parking and contact us at the time of booking so we can secure a space.

    Parking Cancellation Policy

    As the parking lot is operated by a third party, parking fees become non-refundable within 7 days of arrival.

  • The Stratford Hotel is a historic property dating back to 1875, and many original architectural features have been carefully preserved. As a result, the hotel does not have a lift or elevator.

    There are three steps leading to the main entrance. Once inside, main-floor rooms are accessible without the use of stairs. Access to second-floor rooms is via stairs only, which may not be suitable for guests using walking aids or with limited mobility.

    Guests who require elevator access may wish to consider our sister property, The Windsor Hotel, which offers lift access and additional accessibility features. If you have specific accessibility needs or questions about room locations, our team is happy to assist prior to booking.

  • At this time, The Windsor Hotel welcomes licensed service animals only.

  • Yes. Complimentary Wi-Fi is available throughout the property, including all guest rooms and public areas.

  • Our guest rooms are phone-free, reflecting a modern approach to hospitality while keeping service easy and accessible. During your stay, you can connect with our team quickly and conveniently using the chat link provided in your reservation email.

    If you need immediate assistance, our team is always happy to help.

  • At this time, baby cots and rollaway beds are not available or permitted at The Windsor Stratford.

  • Yes. We welcome families and are pleased to offer our Little Hoco Club, designed to make travelling with children more comfortable and enjoyable.

    When you book directly with us, your family is welcomed into the Little Hoco Club—a thoughtful collection of extras prepared in advance for your arrival.

    Little Hoco Club benefits include:

    • Each child 11 and under receives a kid-friendly welcome amenity

    • Family-friendly touches arranged prior to arrival for a seamless stay

    Please let us know you’re travelling with children 11 and under, at least 24 hours prior to arrival, and we’ll take care of the rest.

    Available on direct bookings only. Not applicable to third-party (OTA) reservations. Subject to availability

  • No. The Windsor Hotel is a non-smoking property. Smoking, vaping, or cannabis use is not permitted in guest rooms or anywhere on the property.

    Guests found smoking in their room will be subject to a $500 cleaning fee and immediate removal from the hotel. The remainder of the reservation will be cancelled, and no refunds or future credits will be issued.

    We appreciate your cooperation in helping us maintain a comfortable environment for all guests.

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 cancelled. No refunds or future credits will be issued under any circumstances.

  • 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.