Hotel Policies

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:

SEASONAL FRONT DESK & GUEST SUPPORT SCHEDULE:

Panda Pod Hotel operates under two seasonal service models. This ensures consistent support throughout the year while adapting to weather, guest volume, and staffing needs.

Summer Schedule (Approximately April – September)

Winter Schedule (Approximately October – March)

During low-season months, a hybrid model is in place.
10:00 AM – 3:00 PM: Remote Front Desk (Phone, Email, Whatsapp, Intercom)
3:00 PM – 10:00 PM: On-Site Concierge available in person
On slower days, service may transition to the Remote Front Desk at any time without prior notice.

After 10:00 PM (Year-Round)

The Front Desk closes for the night after 10:00 PM. Guests are strongly encouraged to check in before this time.
Self check-in is available for guests who have completed ID Verification and security deposit authorization in advance
Conditional late-arrival assistance may be offered only for guests arriving directly from YVR
Overnight support (10:00 PM – 10:00 AM) is limited to emergencies only
Check-out is self-serve after 10:00 PM and during slower operational days

Year-Round Operations

24/7 security camera monitoring is always active
Daily housekeeping services continue without interruption
During exceptionally slow periods in any season, the hotel may operate fully under the Remote Front Desk
Overnight support (10:00 PM – 10:00 AM) is limited to emergencies only
Check-out is self-serve after 10:00 PM and during slower operational days

Late Arrivals & Self Check-In

Guests arriving after 10:00 PM must use self check-in.
To qualify for self check-in, guests must complete:
• ID Verification (IDV)
• Damage Deposit Authorization
Both steps must be completed in advance.
• ID Verification link: https://pandapodhotels.com/check-in-portal/

Notification Requirement

Important Notes

Even with arrangements in place, check-in after 10:00 PM is not guaranteed.
No Refund Policy: No refunds will be issued if a guest:
- Does not check in during regular Front Desk hours, or
- Is unable to complete the self check-in process after 10:00 PM.
For a smooth arrival, guests are strongly encouraged to check in before 10:00 PM.

CHECK-IN and CHECK-OUT POLICIES:

SECURITY and IDENTIFICATION REQUIREMENTS:

Identification: For security purposes, guests are required to present a physical, valid photo ID showing a current Canadian address at check-in. Guests from outside Canada must provide their passport. Please note that photos of IDs are not accepted.
Credit Card and ID Matching: In order to prevent potential credit card fraud, please ensure that you have a valid photo ID and a valid credit card with matching names. Guests must present a valid credit card, and the name on the card must precisely match the name on the ID. Panda Pod Hotel reserves the right to cancel a reservation if the names do not match.
Third-Party Credit Card: If a third-party credit card is being used, authorization from the cardholder is required to complete the check-in process and to access the reserved pod. Panda Pod Hotel reserves the right to refuse accommodations if authorization from the third-party cardholder is not obtained.
Guest Identity Verification: As part of our commitment to guest safety and a strategic move towards smarter verification, Panda Pod Hotel collaborates with a trusted third-party service provider to verify guest identities and review pertinent information.
Damage Deposit: An $80 CAD damage deposit will be authorized on your credit card upon check-in.
No Cash Accepted: Cash is NOT accepted at check-in or kept on the premises.

DAMAGE DEPOSIT POLICY:

Purpose: To help ensure a clean, safe, and secure environment for all guests, Panda Pod Hotel requires a refundable damage deposit of $80 CAD, which will be authorized on the guest’s credit card prior to check-in.
Authorization: The damage deposit is a temporary hold, not a charge, and will only be captured in the event of damages, missing items, or policy violations.
Release: The deposit is automatically released within 7–14 business days of departure, provided that:
- No damage is found
- No items are missing
- No policy violations or unauthorized access occurred
Adjustment Rights: Panda Pod Hotel reserves the right to adjust the damage deposit amount without prior notice based on room type, booking channel, length of stay, or guest history.
Scope: Damage deposits are held per booking and per guest, where applicable.
Excess Charges: If damages or violations exceed the deposit amount, the full cost of repairs, replacements, or penalties will be charged to the guest’s credit card on file.
Guest Acknowledgment: By completing a reservation and/or checking in, guests authorize Panda Pod Hotel to place this hold and acknowledge this policy.

GUEST ACCESS and AGE REQUIREMENTS:

Registered Guests Only: Access to Panda Pod Hotel is limited to registered guests only. Visitors of registered guests are welcome in the lounge area only but are required to leave the premises by 10 p.m. each evening.
Age Requirement: Guests must be 18 years of age or older.
Do not share your personal access code with anyone under any circumstances.
Each access code is unique and automatically reset after your stay.
Always ensure doors are fully closed and locked when entering or leaving.
Never allow anyone to follow you in, regardless of who they claim to be — including friends, family, delivery drivers, or unregistered visitors.
Each guest must enter using their own assigned code.
Any form of unauthorized entry or code sharing is a serious security violation.
Any unauthorized access — including unregistered individuals entering with your code or fob — is considered a violation of hotel policy. All related consequences, including additional charges, damages, or penalties, will be the sole responsibility of the registered guest.
Do not give or hand over any hotel property, found items, or belongings to individuals you do not personally know or who are not registered guests.
If a guest hands hotel property or other guests’ belongings to unauthorized persons, all damages, losses, or recovery costs will be billed to that guest.
If a registered guest allows unauthorized individuals into the hotel or pods, all associated damages, cleaning fees, and losses will be billed to the responsible guest.
24/7 Surveillance: Panda Pod Hotel is equipped with 24-hour surveillance cameras, and all door access is electronically monitored and logged. These measures are in place to protect our guests and ensure a secure environment. We appreciate your full cooperation in helping us maintain these standards.
If a guest shares access or allows unauthorized entry, all resulting damages, costs, or security incidents will be charged directly to that guest.

POD USAGE and SAFETY POLICIES:

Pod Capacity: According to the manufacturer's specifications, each sleeping pod has a maximum weight capacity of 250 lbs (113 kg). To ensure the safety and comfort of our guests, each pod is designed for single occupancy, with a maximum weight limit of 250 lbs (113 kg). The dimensions of each pod are 200 cm (length) x 110 cm (width) x 100 cm (height).
Mobile Phones: All mobile phones must be on silent mode while in the pod sleeping areas for the comfort of all guests.
Pod Transfer Fee: Transferring to another pod, after the pod allocated at check-in has been used, will incur a $35 cleaning fee.
Pod Allocation: For health and safety reasons, a pod can only be used by the guest to whom it was allocated. Any guests found in a pod not allocated to them will be fined a cleaning fee of $200.
Replacement of damaged or missing items (including linens, towels, or furniture).
Repairs for broken or altered hotel property.
Deep cleaning required due to misuse, staining, or relocation of pods after use.
An additional cleaning fee will be charged if a pod is used and later relocated to another capsule or area.

FOOTWEAR & SLIPPER POLICY (Mandatory)

For cleanliness, hygiene, and noise control inside the pod areas, only indoor slippers are allowed inside the hotel.
We provide complimentary in-house slippers for all guests, and you are welcome to bring your own indoor house slippers.
Outdoor shoes, boots, sandals, flip-flops, or any footwear worn outdoors are not permitted beyond the front entrance.
Please change into indoor slippers immediately upon entering the building.
Guests who fail to comply may be asked to return to the entrance to switch footwear. Repeated violations may result in additional cleaning fees or refusal of entry for hygiene and safety reasons.

PROHIBITED ITEMS and ACTIVITIES:

Alcohol: The consumption of alcohol is prohibited on hotel premises. Management reserves the right to refuse entry to anyone who is deemed to be under the influence and/or is found bringing alcohol onto the property. Any guests found in violation of this policy will be removed from the premises without refund. If you are buying alcohol as a gift or for consumption after check-out, you must keep it sealed in your stored luggage.
Drugs, Smoking, and Vaping: The use of drugs, smoking, or vaping—including medical marijuana—is strictly prohibited on hotel premises. Guests found violating this policy will be required to leave without a refund and incur a $500 fee for deep cleaning. All tobacco, marijuana, and vaping paraphernalia must remain stored at all times.
Candles and Essential Oils: Due to allergy and fire concerns, candles, incense, and essential oils (including diffusers, vaporizers, etc.) are prohibited. All candles, incense, essential oils, and related paraphernalia must be kept stored at all times. Failure to do so will result in a $500 fee for deep-cleaning costs.
Food Preparation: For health and safety reasons, the preparation of any food is prohibited on hotel premises. Our lounge microwave may be used strictly for food reheating purposes. The lounge is also equipped with a coffee maker and kettle. The misuse of these small appliances will incur a penalty of $500.
Outside Electrical Appliances: For safety reasons, the use of external electrical appliances is prohibited on hotel premises. Guests found in violation of this policy will be asked to leave, and refunds will not be provided.
Eating/Drinking in Pods: For health and safety reasons, eating and drinking are prohibited in the pod area and inside individual pods. Guests found violating this policy will incur a $500 charge to cover deep-cleaning costs.
Firearms: Firearms are strictly prohibited on hotel premises.

PROPERTY DAMAGE and REPLACEMENT FEES:

Damage Responsibility: As a guest of Panda Pod Hotel, you are accountable for any damages incurred during your stay. Fees may apply for damages, which include, but are not limited to, replacement costs for damaged items, missing or soiled linens or towels, broken hotel property, and any necessary additional cleaning.
Lost Key Replacement Fee: Please ensure you keep your access key set with you at all times. A $30 replacement fee will apply for any lost keys or components of the set. Please note that refunds will not be issued if the lost items are subsequently recovered.

PET and ANIMAL POLICIES:

No Pets: No pets are allowed on hotel premises at any time. A BC Guide/Service certificate may be requested for service animals in the front desk and lounge areas.
Pod Sleeping Area: For health and safety reasons, animals are not permitted in the pod sleeping area at any time. Regrettably, this includes service animals.
(GUIDE DOG AND SERVICE DOG ACT [SBC 2015] CHAPTER 17 - Tenancy. Section 3. (3)Subsection (2) (a)) (Ref: http://www.bclaws.ca/civix/document/id/complete/statreg/15017#section3)

NOISE and SCENT POLICIES:

Quiet Hours: For the comfort of all guests, we ask that you keep noise levels (talking, music, etc.) low at all times, especially between 10PM (22:00) and 10AM (10:00) PST.
Scent-Free Zones: For health and safety reasons, the pod areas are designated as scent-free zones. In the event of complaints from other guests regarding scents such as perfume or marijuana, individuals will be requested to seal their items. Failure to comply with this policy may result in being asked to leave the hotel premises without a refund.

ACCESSIBILITY:

LUGGAGE and LAUNDRY POLICIES:

Luggage Storage: Luggage storage is available for checked-in guests only. We are able to store one piece of your luggage free of charge. Extra piece(s) will be charged $9 per night for each item. If luggage is not collected by 3:00 PM on checkout day, a $10 storage fee will apply.
If you are not staying with us, we will not be able to keep your luggage. All unauthorized drop-offs will be kept outside of the hotel.
Bikes/Scooters are not allowed to be stored in the hotel storage room.
Self-Service Laundry: Self-service laundry is pre-pay. Contact the front desk for payment and detergent. Any unattended washing/drying will be removed from the machine by the front desk, and we are not responsible for any losses incurred in removing negated laundry.

PRIVACY and PHOTOGRAPHY POLICIES:

ADDITIONAL SERVICES:

Wake-Up Calls: Guests may set automated wake-up calls directly through our system, which also includes a snooze function for added convenience. To avoid disturbing neighboring guests, please keep your phone on vibrate or at a very low volume when the alert rings. While we strive to provide a reliable service, Panda Pod Hotel is not responsible for any losses or inconveniences resulting from either successful or unsuccessful wake-up calls.

PAYMENT & DAMAGE DEPOSIT POLICY

Booking Charges: All reservation costs are charged in full at the time the booking is made.
Damage Deposit: A refundable $80 CAD security deposit will be placed on hold on the guest’s pre-authorized credit card prior to or upon check-in. This is a temporary hold, not a charge, and will be released automatically within 7–14 business days, provided no damage, missing items, or policy violations occur.
Excess Costs: If damages or incidentals exceed the deposit amount, the remaining balance will be charged to the credit card on file.
Accepted Cards: For the damage deposit, we accept Visa or Mastercard credit cards only.
Check-in Payments: We accept Visa, Mastercard, and bank debit cards for room charges. All transactions are processed in Canadian dollars (CAD).
Cash Policy: Cash is NOT accepted for any payments or deposits. No cash is kept on the premises.
Payment Requirement: If payment is not received, the reservation cannot be held. Even if a courtesy hold is promised over the phone, no booking is confirmed without full payment.

CANCELLATION POLICY:

Cancellations: Reservations canceled or changed 3 days (72 hours) or more before arrival are fully refundable. Bookings canceled or changed less than 3 days (72 hours) before arrival will incur the full cost of reservation. This includes no-shows and any cancellations or changes made during the stay.
Group cancellation rules: For groups of six (6) or more, cancellations must be made at least fourteen (14) days prior to check-in to receive a full refund. Late cancellations or no-shows will be charged the full cost of the reservation for each pod booked. If check-in is more than 14 days away, the booking may be moved to a different date free of charge. If check-in is less than 14 days away, a one-time complimentary change to a later date may be granted, subject to pod availability. This change cannot be modified again or moved a second time, and the duration of stay must remain the same as the original booking. If the requested change cannot be accommodated for any reason, including full occupancy, the full cost of the original reservation will still apply.
Changes to reservations may result in a rate change, or subject to cancellation policies. Group reservations are subject to group cancellation guidelines.
Cancellation and change of dates policies may vary. Final cancellation or change of dates terms will be verified at the time of booking or when change of dates are requested.

AIRLINE CREW BOOKINGS – IMPORTANT NOTICE

Guests booking under any airline crew or special discounted rate are subject to both the general Panda Pod Hotel policies and the additional terms outlined in our Airline Crew Hotel Policies, available at www.pandapodhotels.com/crewpolicies.
By confirming a reservation or checking in under these rates, guests acknowledge that they have read, understood, and agreed to all applicable terms and conditions, including non-refundable, non-transferable, and non-changeable booking rules.

DISTURBANCE/EXCESSIVE NOISE:

In this section, "disturbance" means a disturbance of the peace of an occupant of an inn(hotel) by fighting, screaming, shouting, singing, or otherwise causing loud noise in the inn(hotel). As per HOTEL KEEPERS ACT [RSBC 1996] CHAPTER 206.
https://www.bclaws.gov.bc.ca/civix/document/id/complete/statreg/96206_01
All guests must keep noise to a minimum while inside their pod and in pod areas at all times.
Phones must be set to silent or vibration mode.
Quiet hours are from 10:00 PM to 10:00 AM to ensure a restful environment for all guests.
Guests who cause noise disturbances will receive one verbal warning.
If a disturbance occurs, the hotel reserves the right to apply a $50 noise disturbance fee (plus applicable taxes) with or without prior warning, including during hours when the Front Desk is unattended.
Continued noncompliance after multiple warnings may result in eviction without refund, and all deposits and remaining nights will be forfeited.
Guests who are light sleepers are advised to bring earplugs for personal comfort.
No refunds or compensation will be issued for any noise or disturbance-related complaints.

LOST & FOUND POLICY:

All unclaimed items will be logged and stored for 3 days (72 hours) only, starting from check-out day. After this period, all unclaimed items will be disposed of by the hotel. Absolutely no compensation under any circumstances for the lost or unclaimed personal items at all time.
If you have left behind any of your belongings after your stay, please call Panda Pod directly at (604) 300-5551, or email [email protected].
If your item(s) is confirmed to be in our storage, you may schedule your pick-up at the hotel, within 3 days (72 hours) from checkout. For item pick-up, a complete description of the item(s) is required, including the date and area where the item(s) may have been lost or forgotten
The hotel is not responsible for any lost, forgotten, or wrongfully claimed items, including luggage or belongings picked up by mistake. Items left in the hotel, on the premises, or in vehicles are the sole responsibility of the guest, and no compensation will be provided under any circumstances, whether or not the items are later found.

USE OF PERSONAL INFORMATION:

Panda Pod Hotel will not use at any time, other than for the sole and express benefit of the hotel operation, or disclose to a third party, copy, modify, or adapt in any manner, the Guest’s confidential or private information, other than for the purposes contemplated herein, and it will hold the confidential and private information in trust and in strict confidence as stipulated by the current Canadian Federal and Provincial legislation.

FIRE SAFETY POLICY:

The hotel is fully equipped with smoke detectors. A map with emergency exits can be found on the wall of each sleeping pod. Additional fire safety guidelines are available at the front desk. Please review this important information at the beginning of your stay.
No luggage items larger than carry-on — 9 inches x 14 inches x 22 inches, 22lbs; or 23cm x 40cm x 55cm, 10kg — are allowed in the pod area.
All carry-ons must be stored in the designated compartment under the pod.
Any extra luggage must be stored at the front desk storage room.
Hallways must remain clear at all times.
IN CASE OF EMERGENCY OR FIRE: Please call 911 and notify the front desk immediately.

GUEST CONDUCT & ENFORCEMENT POLICY:

Enforcement Authority: All staff are trained and authorized to respond to actual or potential violations of Panda Pod Hotel’s Policies and House Rules. Guests who refuse to comply with the reasonable standards established for the safety and comfort of all guests and staff will be dealt with strictly in accordance with hotel policies.
Right to Refuse Service: Panda Pod Hotel reserves the right to refuse service to, deny accommodation to, and/or remove from the property any guest who violates hotel policies or compromises the safety, comfort, or well-being of others.
Behavioral Violations: A guest may be refused service or removed if they:
- Act violently, aggressively, or in a threatening manner
- Appear to be under the influence of alcohol or drugs
- Behave in an uncourteous, disruptive, abusive, or disrespectful manner toward guests or staff
- Refuse to comply with hotel policies after being informed
- Engage in any conduct that compromises the safety, comfort, or well-being of others
Guest Complaints & Conduct Violations: A guest may be refused service or removed if they:
- Receive multiple complaints from other guests regarding hygiene, strong odors, noise, or other conduct violations
- Exhibit behavior that interferes with other guests’ reasonable enjoyment of their stay
Health, Safety & Hygiene Clause: Panda Pod Hotel reserves the right to refuse service to any guest who poses a risk to the health, safety, security, or hygiene of others. This includes, but is not limited to:
- Any health condition or visible symptoms that may endanger other guests or staff
- Behaviors that compromise cleanliness, sanitation, or shared-space hygiene
- Strong or persistent odors causing discomfort to other guests
- Any conduct that jeopardizes the safety, security, or integrity of the property or its occupants
Pod Access & Safety Compliance: For safety reasons, Panda Pod Hotel may recommend specific pod types based on a guest’s physical capability.
- Guests who are clearly unable to safely access upper pods (including ladder use) may be required to use a lower pod
- If a guest refuses this recommendation and insists on using an upper pod, they do so entirely at their own risk and no refund will be issued
- If relocated to a different pod due to safety or operational concerns, applicable pod transfer or cleaning fees will apply
Zero Tolerance Policy: Panda Pod Hotel enforces a zero tolerance policy toward abusive, coercive, or unsafe behavior. This includes:
- Verbal abuse, aggression, harassment, intimidation, or threatening behavior toward staff or guests
- Making or implying threats of negative reviews in exchange for refunds, credits, or compensation
- Submitting false or misleading complaints, including fabricated disturbance or noise claims
- Exhibiting signs of drug use, intoxication, or behavior that compromises safety or comfort
Consequences of Policy Violations: Guests engaging in any of the above conduct may, at Panda Pod Hotel’s sole discretion, face one or more of the following actions without refund or compensation:
- Immediate eviction from the hotel
- Forfeiture of all deposits and remaining nights
- Permanent ban from future stays at Panda Pod Hotel
- Reporting to appropriate authorities where applicable
Hotel Discretion: Panda Pod Hotel reserves the right to refuse service to any individual displaying inappropriate, unsafe, or disruptive conduct, whether observed directly by staff or supported by credible complaints.

LIABILITY:

FORCE MAJEURE:

INFORMATION DISCLAIMER:

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.

GUEST CONDUCT:

Panda Pod Hotel reserves the right to refuse service to, and/or remove from hotel premises, any guest who refuses to abide by the hotel’s health and safety policies.
We kindly ask that all guests treat our hotel employees and fellow visitors with respect at all times, fostering a welcoming and friendly atmosphere.
Zero Tolerance Policy: Any form of verbal abuse, aggression, harassment, intimidation, or threatening behavior toward staff or guests will not be tolerated. This includes:
- Making or implying threats of negative reviews in exchange for refunds, credits, or compensation.
- Submitting false or misleading complaints, including fabricated disturbance or noise claims.
- Exhibiting signs of drug use, intoxication, or other behavior that compromises safety or comfort.
Consequences: Guests engaging in any of the above behaviors will be immediately evicted without refund, all deposits and remaining nights will be forfeited, and the guest will be permanently blacklisted from future stays at Panda Pod Hotel. The hotel reserves the right to refuse service to anyone displaying inappropriate or disruptive conduct.

WAIVER:

Waiver of Liability & Assumption of Risk: By booking a reservation, using Panda Pod Hotel’s website, check-in system, or entering the premises, you voluntarily agree to the following release of liability, assumption of risk, and waiver of claims.
Shared Accommodation Risk: Panda Pod Hotel provides shared accommodations in a communal environment. While we prioritize guest safety, you acknowledge that this type of lodging inherently involves certain risks, including but not limited to limited privacy, shared facilities, guest interaction, and potential exposure to illness, injury, or accidents.
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 is not liable for any injuries, illnesses (including COVID-19 or other transmissible diseases), theft, loss, or damages occurring on or near the property, including in pods, bathrooms, common areas, laundry, or parking areas.
- Use of all hotel amenities—including ladders, upper pods, showers, laundry, and shared spaces—is at your own risk.
- You confirm that you are in sufficient physical and mental condition to safely use shared accommodations and upper-level pods.
- The hotel may refuse service or immediately remove any guest for policy violations, intoxication, disruptive behavior, or any action deemed unsafe, without refund or compensation.
Release of Liability: You hereby release and forever discharge Panda Pod Hotel, its owners, employees, contractors, agents, affiliates, and successors from any and all liability, claims, actions, losses, or damages, including but not limited to physical or mental injury, illness, death, property damage, or financial loss, arising from or related to your stay, regardless of cause, including the negligence or partial negligence of the hotel or its representatives.
Indemnification: You agree to indemnify and hold harmless Panda Pod Hotel and its representatives from any claims, costs, damages, or legal actions made by third parties (including family members, dependents, or guests) related to your conduct, negligence, or violation of hotel rules.
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 shall be binding upon your heirs, next of kin, executors, administrators, and assigns.
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.
Reminder: 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.

SEVERANCE:

Thank you very much for choosing Panda Pod Hotel. By cooperating with these policies, you will help to ensure a wonderful stay for you and your fellow guests. Got questions about our policies? We're here to help! Contact us now, We look forward to seeing you soon!

**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 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.**

HOTEL POLICIES