top of page
Sans titre-10.jpg

Foire aux questions

  • Where are the cabins located?
    Our chalets are located in the Portneuf region, 2 hours 30 minutes east of Montreal and 50 minutes north of Quebec! More precisely, these are located within 3 municipalities: Lac-Sergent, Saint-Raymond-de-Portneuf and Saint-Léonard-de-Portneuf. 🏡 Please note that the exact address of the chalet you have reserved will be communicated to you 1 week before the start of your stay.
  • I would like to bring my dog. Is he welcome in the chalets?
    Several chalets allow the presence of animals! Look for the dog icon to see which chalets have the option available.
  • We would like to be by the water. Which chalet should we choose?
    Several of our chalets provide direct access to a lake or river! Look for the waves icon to see which chalets have the option available. 🌊 Please note that the lakes to which you will have access are not large enough to allow the presence of motorized boats. If you want to enjoy a larger body of water, Lake Sergent and Lake Saint-Joseph are very close to our chalets! For those who would like to have access to a beach, Eau Claire Beach is the ideal place! Visit the “Activities” section of our website for all the details.
  • There are only 2 of us who want to stay in a chalet. Is there an impact on price?
    The price of stays is not influenced by the number of people present. It varies depending on the chalet chosen and the dates selected.
  • There will be a person with reduced mobility during our stay. Which chalet should we choose?
    Inaugurated in December 2021, La Voisine is the first chalet in the Tourisma family to be entirely adapted for people with reduced mobility! Everything has been designed to offer the most freedom to people requiring, for example, a wheelchair or crutches. Visit the “Our chalets” section for all the details regarding La Voisine. Psst! Other chalets will be adapted for people with reduced mobility. Stay tuned!
  • We would like to have access to an indoor fireplace. Which chalet should we choose?
    Several of our chalets have an interior wood fireplace. Look for the fireplace icon in the listings to find out which chalets have the option available.Psst.. Don't forget to bring wood!
  • What is the cancellation policy?
    If canceled at least 30 days before the start of your stay, a full refund will be made. If cancellation occurs between 15 and 30 days before the stay, a fee corresponding to 50% of your stay, plus associated taxes, will be charged. If cancellation occurs 15 days or less before your stay, the full costs related to your stay, plus associated taxes, will be charged. In order to minimize risks, we suggest that our customers take out cancellation insurance from their banking institution or choose the "Refundable reservation" option. when renting the chalet. Please of course validate the criteria and terms with them. Certain conditions apply.
  • How does booking my stay work?
    To make a reservation, simply click on the “Reserve” icon at the top right of this web page. Then you can select your dates and the desired chalet. The following steps are very clear and intuitive. In the event of a problem or uncertainty regarding the procedures, our agents will be happy to assist you! If you wish, you can also make your live reservation over the phone by calling us at 1 (833) 724-2538. Make sure you have the necessary payment information on hand and we'll take care of the rest!
  • How does payment for my stay work?
    At the time of booking, 25% of the costs related to your stay will be deducted. One week before your arrival in the chalet, the remaining 75% will be taken automatically. In addition, a deposit of $500 will be pre-authorized at the same time. Please note that this amount is a pre-authorization; the money will therefore only be blocked and will not leave your account. Once your stay is over and the inspection is completed, the amount will be released. It will be available approximately 10 days following the end of your stay, depending on the terms of your banking institution.
  • When will I have information related to my stay?
    Private information related to your stay such as the exact address, the door code and the Wi-Fi network code will be communicated to you 1 week before your arrival in the chalet. 🏡
  • What are the arrival and departure times?
    Arrival at the chalet is at 5 p.m. and departure is at 11 a.m. If you wish to enjoy the chalet for longer, you have the option of adding early arrival and/or late departure options to your stay. These allow you to take possession of the chalet at 12 p.m. (noon) and leave at 5 p.m. Please note that these options are dependent on the availability of the chalet. Thus, in the event that a group arrives on the day of your departure, the late departure option would no longer be possible. If this is the case, we will notify you as soon as possible of the change in arrival and/or departure time and we will refund you the option concerned in full.
  • Will I have access to a spa during my stay?
    All our chalets have their own private spa accessible all year round, with the exception of Cabin 457 which offers you direct access to the St. Lawrence River! 😎
  • I plan to make an indoor and/or outdoor fire. Is wood provided?
    All our chalets have outdoor fireplaces and several of them also have an indoor fireplace. Look for the fireplace icon to discover cabins that give you access to an indoor fireplace! 🔥Please note that we do not provide wood for indoor and outdoor fireplaces. However, you can obtain them from a hardware store near the chalets.
  • I would like to use the BBQ. Will it be available?
    BBQs are only available during the summer season. The only chalet with a BBQ all year round is the Chasse-Galerie since it is sheltered in the summer kitchen! 😋
  • I will be working remotely during my stay. Will there be network?
    All our chalets allow you to connect to a Wi-Fi network. The name of the network and the associated code will be communicated to you 1 week before your arrival in the chalet. Please note that some chalets do not provide access to a signal. So, if you want to make calls with your cell phone, you can connect to Wi-Fi calls. In addition, all our chalets have a working telephone at all times.
  • Is there a fondue or raclette stove at the chalet?
    All our chalets are equipped with a fondue stove and a raclette stove. However, we recommend bringing an extension cord to ensure you have access to an electrical outlet.
  • I cannot use a device provided in the chalet. What should I do?
    Refer to the instruction binder provided to you in the chalet. If the device concerned is not mentioned, contact us by phone or email and we will be happy to help you!
  • Will I have access to a pool table?
    Two of our chalets have a pool table, the Pin Royal and the Chasse-Galerie. Note that the pool table at Pin Royal is smaller than the standard tables due to the limited space in the living room.
  • What should I do on my departure day?
    The day of your departure, you will receive an email telling you what must be done before leaving the premises. Tasks include picking up your trash and putting bed sheets in the wash. These tasks help lighten the work of our maintenance team; This is why we do not add maintenance fees when booking a stay!
  • How will I get my security deposit back?
    The security deposit will be released automatically approximately 10 days after your departure from the chalet. So you don't have to do anything! REMINDER: The security deposit is a pre-authorization and not an invoiced amount. The $500 deposit remains blocked in your account, which is why you will not see a refunded amount in your history.
  • I really enjoyed my stay and would like to leave a review! How can I do?
    You can leave a Google review for the chalet you stayed at or simply email us at info@tourisma.ca 😍
  • I would like to stay up to date with the company's promotions and news. What should I do?
    You can subscribe to our newsletter and follow us on the following platforms: Facebook, Instagram and LinkedIn. 👀
  • I would like to offer suggestions for improvement to the team. How can I do?
    We are always open to your suggestions to improve our service and enhance our offer!You can give us your comments by completing the online form sent to you following your stay or simply send us an email at info@tourisma.ca
bottom of page