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HOTEL POLICIES

HOTEL POLICIES

PandaPodHotel

At Panda Pod Hotel, the safety, security, and comfort of our guests are our highest priorities. To ensure a pleasant and well-managed environment for everyone, the following policies are in place and strictly enforced:

GUEST ACKNOWLEDGMENT & AGREEMENT

  • By booking, checking in, or entering Panda Pod Hotel, you confirm that you:
    • Are at least 18 years of age
    • Have read, understood, and agree to these policies in full
    • Authorize the damage deposit hold and waive certain legal rights (see Section 10)
    • Accept that policy violations result in immediate consequences, including eviction without refund

    These policies are legally binding and enforceable under the laws of British Columbia, Canada.

QUICK REFERENCE: VIOLATIONS & PENALTIES

  • Violation Fine Consequence
    Eating/drinking in pods $500 Eviction, no refund
    Smoking, vaping, or drug use $500 Eviction, no refund, possible police report
    Alcohol on premises $500 Eviction, no refund
    Candles, incense, essential oils $500 Eviction, no refund
    Food preparation / appliance misuse $500 Eviction, no refund
    Unauthorized entry or code sharing $500+ Eviction, full liability for damages
    Using another guest's pod $200 Cleaning fee, potential eviction
    Pod transfer after use $35 Cleaning fee
    Noise disturbance (after warning) $50 Potential eviction, no refund
    Lost key/fob $30 Replacement fee
    Late checkout (after 11:00 AM) Up to 1-day rate Charged to card on file
    Luggage not collected by 3:00 PM on checkout day $10/day Storage fee
    Extra luggage storage $9/night Per item
  • All fees are in CAD plus applicable taxes. Violations may result in forfeiture of deposit and remaining nights.

1. CHECK-IN, FRONT DESK & SUPPORT HOURS

Seasonal Operating Hours

  • Summer Schedule (Approximately April–September):
    • 10:00 AM – 10:00 PM: On-site concierge available in person
    • Service may switch to remote support (phone, email, WhatsApp, intercom) on slower days without notice
  • Winter Schedule (Approximately October–March):
    • 10:00 AM – 3:00 PM: Remote support only
    • 3:00 PM – 10:00 PM: On-site concierge available in person
    • Service may switch to remote support on slower days without notice
  • After 10:00 PM (Year-Round):
    • Front desk closes for the night
    • Self-check-in only (must be arranged in advance)
    • Emergency assistance only
    • Self-serve checkout
  • 24/7 Operations:
    • Security monitoring active
    • Housekeeping services daily
    • Remote support available during very slow periods
  • Check-In Times:
    • Check-in starts: 3:00 PM (15:00 PST)
    • Check-out ends: 11:00 AM (11:00 PST)
  • Late checkout incurs charges up to one full day's rate.

Late Arrivals & Self-Check-In

  • If arriving after 10:00 PM:
    1. Complete ID Verification (IDV) at: https://pandapodhotels.com/check-in-portal/
    2. Authorize damage deposit in advance
    3. Notify the hotel before 8:00 PM on arrival day
  • Important:
    • Self-check-in after 10:00 PM is not guaranteed even with arrangements
    • Conditional late-arrival assistance available only for guests arriving directly from YVR
    • No refunds if you fail to check in during regular hours or cannot complete self-check-in
  • Note: We strongly encourage check-in before 10:00 PM for a smooth arrival.

2. ID, PAYMENTS & DEPOSITS

Identification Requirements

  • At check-in, you must present:
    • Canadian residents: Valid government-issued photo ID with current Canadian address
    • International guests: Valid passport
    • Photos or digital copies of ID are not accepted
  • Guest identity verification may be conducted through a secure third-party verification platform to ensure safety and prevent fraud.

Credit Card & Payment Policy

    • Name match required: Credit card name must match ID exactly
    • Third-party cards: Written authorization from cardholder required before check-in
    • No cash accepted — Cash is not kept on premises
    • Accepted cards:
      • Damage deposit: Visa or Mastercard credit cards only
      • Room charges: Visa, Mastercard, bank debit cards
    • All transactions in Canadian dollars (CAD)
  • The hotel reserves the right to cancel reservations if names do not match or authorization is not provided.

Damage Deposit

  • Amount: $80 CAD per person (refundable)
  • How it works:
    • Temporary authorization hold on your credit card (not a charge)
    • Placed before or at check-in
    • If more than one guest is staying, the total deposit amount will be authorized on the booker’s card unless otherwise requested
    • Automatically released within 24–48 hours after checkout inspection. Depending on your bank, it may take approximately 7–14 business days to reflect
  • Release conditions:
    • No damage found
    • No missing items
    • No policy violations
    • No unauthorized access occurred
  • Important:
    • Deposit amounts may be adjusted at the hotel's discretion based on booking channel, pod type, stay length, or guest history
    • If damages exceed $80, full repair/replacement costs will be charged to your card
    • The deposit is a security authorization hold and is not a damage insurance policy
    • By booking or checking in, you authorize this hold
  • Booking Payment
    • Full payment charged at time of booking
    • Reservations are not confirmed until payment is received
    • No courtesy holds without payment

3. GUEST ACCESS, PODS & QUIET HOURS

Access & Age Requirements​

  • Registered guests only:
    • Guests must be 18 years or older
    • Visitors allowed in lounge area only, must leave by 10:00 PM
    • Each guest receives a unique access code and/or fob

Access Code & Fob Security​​

  • Your access code is your digital key. Protect it.
    • Never share your code or fob with anyone
    • Do not allow anyone to follow you into the building or pod areas
    • Each guest must use their own assigned code
    • Codes automatically reset after checkout
    • Always ensure doors fully close and lock behind you
    • Do not give hotel property or guest belongings to unregistered individuals. You are liable for any losses or damages.
  • Unauthorized entry is a serious violation:
    • All damages, cleaning fees, and losses caused by unauthorized individuals will be billed to the registered guest who granted access
    • Subject to eviction without refund
  • 24/7 Surveillance: All door access is electronically logged. Security cameras monitor the premises at all times.

Pod Usage & Safety:

  • Pod specifications:
    • Dimensions: 200 cm (L) × 110 cm (W) × 100 cm (H)
    • Maximum weight capacity: 220 lbs (100 kg)
    • Single occupancy only
    • Fire safety: Only carry-on sized luggage (9"×14"×22" / 23×40×55 cm, max 22 lbs/10 kg) allowed in pod areas
  • Pod rules:
    • Use only the pod assigned to you at check-in
    • No eating or drinking in pods or pod areas
    • Hallways must remain clear at all times
    • Large luggage must be stored at front desk
  • Upper pod access:
    • If you cannot safely use the ladder, you must use a lower pod
    • Refusal of staff safety recommendations = use at your own risk, no refund
  • Pod transfer/misuse fees:
    • Using another guest's pod: $200 cleaning fee
    • Transferring to another pod after yours has been used: $35 cleaning fee
  • Footwear Policy (Mandatory): Indoor slippers only beyond the front entrance.
    • Complimentary slippers provided
    • You may bring your own indoor slippers
    • Outdoor shoes, boots, sandals, and flip-flops are prohibited in pod areas
    • Change into slippers immediately upon entering
  • Non-compliance may result in additional cleaning fees or entry refusal.​

Quiet Hours & Scent-Free Zones​

  • Quiet hours: 10:00 PM – 10:00 AM daily
    • Keep noise low at all times in pod areas
    • Mobile phones on silent/vibrate only
    • No talking, music, or loud noise in sleeping areas
    • Complimentary wake-up call service available upon request via AI system
  • Scent-free policy:
    • Pod areas are designated scent-free zones
    • No perfume, cologne, essential oils, or marijuana odors
    • Items causing complaints must be sealed immediately
    • Failure to comply may result in eviction without refund
  • Light sleepers: Bring earplugs for personal comfort. No refunds for noise/disturbance complaints.

4. PROHIBITED ITEMS, BEHAVIOR & ENFORCEMENT

  • Prohibited Items:
  • The following are strictly prohibited on hotel premises:
  • Item Penalty Notes
    Alcohol $500 + eviction Sealed bottles must remain in stored luggage
    Drugs (including medical marijuana) $500 + eviction Paraphernalia must be stored at all times
    Smoking or vaping (any substance) $500 + eviction Includes e-cigarettes
    Candles, incense, essential oils $500 + eviction Includes diffusers and vaporizers
    Food preparation equipment $500 + eviction Microwave (reheat only), coffee maker, kettle are permitted in lounge
    External electrical appliances Eviction, no refund Safety hazard
    Firearms Immediate eviction Police will be notified
    Pets Eviction, no refund Service animals allowed in front desk/lounge only (see below)
  • All violations result in no refund and forfeiture of deposits.

Pet & Service Animal Policy

  • Pet & Service Animal Policy
    • No pets: allowed on premises at any time
    • Service animals: Allowed in front desk and lounge areas only (BC Guide/Service certificate may be requested)
    • Pod sleeping areas: No animals permitted, including service animals, per BC Guide Dog and Service Dog Act [SBC 2015] Chapter 17, Section 3(3)(a)
  • Reference: http://www.bclaws.ca/civix/document/id/complete/statreg/15017#section3

Property Damage & Replacement

  • You are responsible for all damages during your stay, including:
    • Replacement of linens, towels, furniture, or hotel property
    • Repairs for broken or altered items
    • Deep cleaning due to misuse, staining, or policy violations
  • Costs will be charged to your card on file. Lost key replacement: $30 (non-refundable even if found).

Noise Disturbance Policy​

  • Under the BC Hotel Keepers Act [RSBC 1996] Chapter 206:
  • A "disturbance" includes fighting, screaming, shouting, singing, or other loud noise that disrupts peace.
  • Enforcement:
    • First violation: Verbal warning (may be skipped at staff discretion based on severity of violation)
    • Noise disturbance fee: $50 + taxes (may be issued with or without warning, including when front desk is unstaffed)
    • Repeated disturbances: Immediate eviction without refund, forfeiture of all deposits and remaining nights

Enforcement & Guest Conduct​​

  • Panda Pod Hotel reserves the right to refuse service to or immediately remove any guest who:
  • Behavioral violations:
    • Acts violently, aggressively, or in a threatening manner
    • Appears intoxicated or under the influence
    • Behaves disruptively, abusively, or disrespectfully toward guests or staff
    • Refuses to comply with policies after being informed
  • Health, safety & hygiene violations:
    • Poses a health or safety risk to others
    • Exhibits visible symptoms or conditions endangering guests/staff
    • Causes strong or persistent odors affecting other guests
    • Compromises cleanliness or shared-space hygiene
  • Complaint-based violations:
    • Multiple guest complaints regarding hygiene, odors, noise, or conduct
    • Behavior interfering with others' reasonable enjoyment of their stay

Zero Tolerance Policy

  • The following result in immediate enforcement action:
    • Verbal abuse, harassment, intimidation, or threats toward staff or guests
    • Threatening negative reviews in exchange for refunds or credits
    • Submitting false or misleading complaints
    • Exhibiting signs of drug use or intoxication
  • Consequences (at hotel's sole discretion):
    • Immediate eviction without refund
    • Forfeiture of all deposits and remaining nights
    • Permanent ban from Panda Pod Hotel
    • Report to authorities where applicable

5. CANCELLATIONS, NO-SHOWS & BOOKING CHANGES

Standard Cancellation Policy​

  • 72-hour window:
    • Cancellations 3+ days (72+ hours) before arrival: Full refund
    • Cancellations less than 3 days (72 hours) before arrival: No refund (full cost charged)
  • This includes:
    • No-shows
    • Cancellations during your stay
    • Booking changes made less than 72 hours before arrival

Group Bookings (6+ guests)​​

  • 14-day cancellation window:
    • Cancellations 14+ days before check-in: Full refund
    • Cancellations less than 14 days before check-in: No refund (full cost for all pods charged)
    • No-shows: Full cost charged
  • Booking changes for groups:
    • More than 14 days before check-in: Free date change
    • Less than 14 days before check-in: One-time complimentary date change allowed (subject to availability)
      • Duration of stay must remain the same
      • Cannot be changed a second time
      • If unavailable, full cost of original reservation applies

Airline Crew Bookings

  • Guests booking under airline crew or special discounted rates are subject to:
    • These general policies
    • Additional terms at www.pandapodhotels.com/crewpolicies
    • Non-refundable, non-transferable, non-changeable booking rules
  • By confirming a crew booking, you acknowledge you have read and agreed to all applicable terms.
  • Booking Changes & Rate Adjustments
    • Changes may result in rate changes or cancellation policy enforcement
    • Final terms verified at time of booking or when changes are requested
    • No booking is confirmed without full payment

6. LUGGAGE, LAUNDRY & LOST ITEMS

Luggage Storage

  • For checked-in guests only:
    • First piece: Free
    • Each additional piece: $9/night
    • Bikes/scooters: Not allowed in storage room
    • Luggage not collected by 3:00 PM on checkout day: $10 storage fee
  • Non-guests:
    • No luggage storage available
    • Unauthorized drop-offs will be placed outside the hotel
  • Only carry-on sized luggage allowed in pod areas (see fire safety, Section 9). All other luggage must be stored at front desk.

Self-Service Laundry

  • Self-Service Laundry
    • Pre-pay system: Contact front desk for payment and detergent
    • Unattended laundry will be removed from machines
    • Hotel not responsible for items removed or any losses

Lost & Found

  • Unclaimed items held for 72 hours only (starting from checkout day):
  • To claim lost items:
    1. Call (604) 300-5551 or email [email protected]
    2. Provide complete item description, date, and location where lost
    3. Schedule pickup within 72 hours of checkout
  • After 72 hours, all items are disposed of.
  • The hotel is not responsible for:
    • Lost, forgotten, or wrongfully claimed items
    • Items picked up by mistake
    • Any items left on premises or in vehicles
    • No compensation provided under any circumstances

7. ACCESSIBILITY & SPECIAL REQUESTS

  • Wheelchair Accessibility
    • Limited wheelchair-accessible pods available
    • Notify hotel after booking to request accommodation
    • Hotel will make every effort to accommodate
  • Wake-Up Calls
    • Complimentary wake-up call service available upon request via AI system
    • While the service is generally reliable, it is not guaranteed
    • Hotel not responsible for unsuccessful wake-up calls or any resulting losses

8. PRIVACY, PHOTOGRAPHY & DATA USE

Photography & Video Policy​

  • Photography & Video Policy
  • To protect guest privacy:
    • Photography and video recording prohibited on hotel premises
    • Exception: Front desk and lounge areas only
    • Request permission for photos in other areas

Use of Personal Information​

  • Panda Pod Hotel:
    • Uses guest information solely for hotel operations
    • Holds confidential information in trust and strict confidence
    • Will not disclose, copy, modify, or adapt guest information to third parties except as required for services
    • Complies with current Canadian federal and provincial privacy legislation

9. FIRE SAFETY

  • The hotel is fully equipped with smoke detectors.
  • Emergency exit maps are posted inside each pod room. Review them upon arrival.
  • In case of emergency or fire:
    1. Call 911 immediately
    2. Notify front desk
    3. Follow emergency exit maps
  • Fire safety requirements:
    • Hallways must remain clear at all times
    • Only carry-on luggage (9"×14"×22" / 23×40×55 cm, max 22 lbs/10 kg) in pod areas
    • All other luggage stored at front desk
    • Additional fire safety guidelines available at front desk — review at start of stay

10. LEGAL: WAIVER, LIABILITY & TERMS

Waiver of Liability & Assumption of Risk​

By booking, using our website/check-in system, or entering the premises, you voluntarily agree to this release of liability, assumption of risk, and waiver of claims.

1. Assumption of Risk ​

  • You understand and accept that:
    • You are solely responsible for your personal health, safety, conduct, and belongings during your stay
    • Panda Pod Hotel provides shared accommodations in a communal environment with inherent risks including:
      • Limited privacy
      • Shared facilities and guest interaction
      • Potential exposure to illness, injury, or accidents
    • Use all amenities at your own risk, including ladders, upper pods, showers, laundry, parking, and shared spaces
    • You are in sufficient physical and mental condition to safely use shared accommodations and upper-level pods
    • The hotel may refuse service or remove any guest for policy violations, intoxication, disruptive behavior, or unsafe actions—without refund or compensation

2. Release of Liability ​

  • You release and forever discharge Panda Pod Hotel, its owners, employees, contractors, agents, affiliates, and successors (the "Releasees") from any and all liability, claims, actions, losses, or damages—including but not limited to:
    • Physical or mental injury, illness, or death (including COVID-19 or other transmissible diseases)
    • Theft, loss, or property damage
    • Financial loss
    This release applies regardless of cause, including the negligence or partial negligence of the Releasees.
    The hotel is not liable for any injuries, illnesses, theft, loss, or damages occurring on or near the property, including in pods, bathrooms, common areas, laundry, or parking lots.

3. Indemnification​

  • You agree to indemnify and hold harmless the Releasees from any claims, costs, or legal actions made by third parties (including family members, dependents, or guests) related to your conduct, negligence, or violation of hotel rules.

4. Understanding & Consent​

  • By using Panda Pod Hotel's services, you confirm that:
    • You have read, understood, and voluntarily agreed to this waiver and release
    • You are at least 18 years of age and legally able to accept these terms
    • No verbal statements or outside representations have influenced your agreement
    • These terms are binding upon your heirs, next of kin, executors, administrators, and assigns

5. Jurisdiction​

  • This waiver shall be governed by and interpreted in accordance with the laws of the Province of British Columbia, Canada. Any legal proceedings shall be brought exclusively within that jurisdiction.

Force Majeure​

  • If Panda Pod Hotel is prevented from providing services due to events beyond its reasonable control (force majeure), the hotel:
    • Is relieved of obligations to provide services during such events
    • Will endeavor to continue services as far as reasonably practicable
    • Is not liable for delays or failure to perform due to force majeure events

Liability Under BC Law​

  • Guest liability is governed by the British Columbia Hotel Keepers Act [RSBC 1996] Chapter 206. Reference: https://www.bclaws.gov.bc.ca/civix/document/id/complete/statreg/96206_01

Severance​

  • If any term or clause in these policies is found by a court to be invalid, unenforceable, or illegal, such finding shall not affect other terms, clauses, or the entire policy. All remaining provisions remain in full force and effect.

Information Disclaimer​

  • Panda Pod Hotel makes every effort to ensure policy accuracy. However:
    • No warranty, expressed or implied, is given that information is error-free
    • Hotel does not accept liability for errors or omissions
    • All policies and information are subject to change without notice

REMINDER: YOU ARE WAIVING LEGAL RIGHTS

  • By using our website, booking platform, check-in system, or entering Panda Pod Hotel premises, you are waiving certain legal rights—including the right to sue—and accepting full personal responsibility for your stay.

By using our website, booking platform, check-in system, or entering Panda Pod Hotel premises, you are waiving certain legal rights—including the right to sue—and accepting full personal responsibility for your stay.​

Thank you for choosing Panda Pod Hotel. By following these policies, you help ensure a safe, comfortable stay for yourself and fellow guests.​

We look forward to welcoming you!​

  • Panda Pod Hotel
    Phone: (604) 300-5551
    Email: [email protected]
    Website: www.pandapodhotels.com

Panda Pod Hotel makes every effort to ensure that all information in this policy is accurate and up to date. However, no warranty, expressed or implied, is given that the information provided in this policy is error-free. Panda Pod Hotel does not accept liability for any errors and/or omissions, and reserves the right to change the information published at any time and without notice.

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