Hotel Policy | Pan Pacific Toronto | Terms and Conditions

Hotel Policy

Check-In and Check-Out Policy

Check-in time is 3:00pm and check-out time is 11:00am.

Requests for early check-in and late check-out are subject to room availability. To secure guaranteed early check-in or late check-out, an additional fee will apply.


Room Reservation Guarantee Policy

A valid credit card is required at the time of booking to guarantee your reservation. The corresponding amount will be authorized or charged based on the cancellation and deposit terms indicated at the time of booking. To protect your information and prevent identity fraud, guests must provide the same credit card used upon booking and one government-issued photo identification (valid driver’s license or passport) at the time of check-in. 

If the name of credit card provided upon reservation and guest name do not match, the reservation will not be confirmed and may be released at the discretion of the hotel.


Pre-paid (Deposit) on Reservations

Some rates, packages, or promotions may require a deposit (pre-payment), which can be either a percentage of the total stay (e.g., 100% of the full stay) or a specific number of nights (e.g., the first night only), inclusive of taxes and fees. In such cases, the deposit be paid using the guest's personal credit card, with the name on the booking matching the name on the credit card. The same credit card must be presented at check-in and undergo Chip-and-PIN verification.


Cancellation and No-Show Policy

Understanding the cancellation policy for your booking is crucial, as policies may vary depending on the rate selected at the time of booking. Please carefully review and comprehend the cancellation window to avoid penalties. The applicable amount for late cancellations or no-shows can vary and may be a fixed amount, a percentage, or the equivalent of the number of booked nights. Charges will also include applicable taxes and fees.


Payment Options

The hotel accepts payments through AMEX, Visa, MasterCard, Diners, Discover, JCB, and UnionPay credit cards. Upon check-in, Chip-and-PIN verification is required.

Kindly note that a pre-authorization will be initiated on your credit card to cover room charges, including taxes and fees (if advance payment of room charges is not fully settled prior to arrival), and incidental charges (excluding room charges). The incidental charges are set at CAD $250.00 per stay for each room.

A pre-authorization is a temporary hold on the guest's credit card, encompassing potential incidental charges. This is NOT an actual charge. The final charge will only be confirmed during check-out. Upon completion of the final bill calculation and payment at check-out, any remaining credit hold will be released within 5 to 7 business days, depending on your credit card's issuing bank or financial institution.


Rates Policy

Rates are exclusive of applicable taxes, including 13% HST and 6.78% MAT.


Third Party Payment

If there are charges to be covered by a third party rather than the guest, arrangements can be made in advance, no later than 7 days before arrival, through the SERTIFI secured online credit card payment link. The processing time for payments may vary depending on the bank or financial institution associated with the credit card. Given the sensitivity of this secure authorization, we strongly recommend thoroughly checking and accurately entering the billing information exactly as it appears in the bank or financial institution records.


Guest Room Capacity

Rooms with one king bed can accommodate a maximum of 3 people. An extra roll-away bed, subject to availability, may be arranged for an additional fee. Rooms with two queen beds, on the other hand, can accommodate a maximum of 4 people, but only on existing beds; no roll-away beds are allowed. For fire safety reasons and to ensure a comfortable stay for all guests, we kindly request that you do not exceed the maximum occupancy for your room.


Extra Bed

Rollaway beds are subject to availability. For an additional fee of CAD $30.00 per night, plus taxes, a rollaway bed can be added to King rooms. Please note that only selected room types can accommodate an additional bed. Kindly check with our reservations team at least 48 hours prior to arrival for availability.


Minimum Age

The minimum check-in age is 18. Guests under the age of 18 must be accompanied by a registered adult at check-in to occupy a room.


Child Policy

Children up to 12 years of age can stay free of charge in their parents' guest room using existing bedding. Children aged 13 and above are considered adults. Requests for additional rollaway beds will incur a charge of CAD $30.00 per night, plus taxes. Only one extra bed/bedding is allowed per room.


Baby Cribs

Complimentary upon request (subject to availability).


Pet Policy

We have our designated pet-friendly room, although limited at Pan Pacific Toronto.  The Deluxe – Paw Edition are suited for guests staying with their pets.  These rooms have side door access to the green lawn to walk your pet.  There is also a pet bed, water and food dish to make your pet’s stay comfortable as well.  As this room type is limited, you may want to book in advance to check for the availability.  When you book our Deluxe – Paw Edition, you also agree to the pet policies which are as follows:

Each guestroom can accommodate one (1) pet (dog or cat only) at a maximum weight of 40 pounds OR two (2) pets, at a maximum weight of 20 pounds each. Due to limited availability, we recommend reserving our “Deluxe – The Paw Edition” room as early as possible. To ensure the comfort and safety of yourself and our other guests whilst visiting our hotel, the following terms must be read and agreed upon:

  • Pets must comply with local (Ontario) legislation and insurance liability requirements.
  • Pets must be vaccinated and revaccinated against rabies.
  • Pets must be fully trained and appropriately restrained by the hotel guest.
  • Pets must be on a controlled leash at all times when not inside the guest room.
  • Pets may only be walked on designated pet areas of the hotel grounds and are not allowed in any food and beverage outlets, health facilities and in the pool area*.
  • Guests are responsible for cleaning up after their pet on hotel grounds and properly disposing of the waste.
  • Pets must not be left unattended in guestrooms or public area.
  • To ensure your pet’s safety, please dial Guest Services to co-ordinate daily Housekeeping service.
  • Housekeeping and maintenance service will only take place when you and your pets are out of the guestroom.
  • Guests are responsible for any and all property damage and/or personal injuries resulting from your pet. If as a result of your pet’s residency, the hotel is required to provide a 3rd party any form of compensation, the value of the compensation is your responsibility. The value of the compensation decided by the Hotel is non-negotiable and does not require any pre-approval from you as the pet owner.
  • Noise and disruptive disturbances must be curtailed to avoid inconveniencing other guests. If hotel management receives such complaints twice or more, alternative arrangements must be made for the pet. 
  • Guest agree to indemnify and hold harmless the hotel, its owners and its operator from all liability and damage suffered as a result of the guest’s pet.

*policies apply for pets only and does not apply to service animals.


Parking Fee

Self-parking is available at CAD $20.00 per night, including HST, per vehicle. Please ensure that your vehicle’s license plate is registered at the front desk to ensure seamless entry and exit access.


Noise Policy

Our aim is to create a pleasant and comfortable environment for all our guests consistently. To achieve this, we kindly ask for everyone's understanding and cooperation in observing quiet times from 10:00pm to 8:00am. During these hours, we appreciate your efforts to keep noise levels low and to be considerate of others, avoiding any disturbances for fellow guests.


Non-Smoking Policy

Smoking is strictly prohibited in all guest rooms, meeting rooms, event venues, restaurants, and within the hotel's facilities. Designated smoking areas are available outside the hotel premises. A smoking fee of CAD $250.00 plus HST will be levied as a penalty for any violations of this policy.  

Lost & Found Policy

If you have left an item in the hotel, please contact our Housekeeping Department between 9:00am to 5:00pm. When reporting a lost item, kindly provide us with as much detail as possible, including the brand, size, color, or any distinct features of the item. Additionally, share the approximate date and time you might have lost the item and the places you visited, apart from your guest room, during that time. Having this information recorded will greatly assist us in tracking down your lost item, and we'll promptly get back to you with an update.  


The hotel is wheelchair accessible, featuring entry ramps, handicap-friendly guestrooms (subject to availability), accessible restrooms, and elevator access to every floor.  

Your Responsibility as Guest

As a registered hotel guest at Pan Pacific Toronto (referred to as the 'Property'), you acknowledge full responsibility for any breakages, loss, or damage, whether intentional or unintentional, directly or indirectly caused by you, your accompanying guests, or any other guests hosted by you at the Property. The hotel reserves the right to recover any damages from the payment method provided during check-in. In the event of insufficient funds, a payment schedule will be coordinated with the hotel's finance department for a settlement agreement.  


Unfortunately, any of the following instances may lead to eviction for the registered guest, their accompanying guests, or any guests hosted by the registered guest:

  • Disorderly conduct, including the use of abusive language and disrespect towards hotel staff and/or other guests.
  • Failure to provide payment.
  • Engagement in unlawful activities.
  • Bringing hazardous items into the hotel premises.


As a guest of Pan Pacific Toronto, your acceptance, understanding, and agreement to comply with all the aforementioned hotel policies are assumed. 

We appreciate your cooperation and extend our best wishes for a pleasant stay.