To our guests

The health and safety of our guests and employees is of utmost importance to us, and we continue to be vigilant by implementing stringent measures against the spread of COVID-19. We reinforce strict precautionary measures, which include frequent disinfection of all areas of the hotel, including all guestrooms. We have applied a state of the art, long-lasting anti-microbial surface treatment on high-touch areas within public areas. You can be assured that the hotel is taking this very seriously and will continue to follow all the procedures recommended by our government health officials.

Service Updates

In response to the ongoing pandemic we have made changes to our services. The following adjustments to our hotel operations have been implemented until further notice:

RECREATION AREAS:

• Our Family Pool (2nd Floor) is temporarily closed as of November 23 and until further notice
• The Family Fun Zone including Waterslide, Kids Centre and Teen lounge are closed
• Deck 27, our Adults-only Pool, Sun Deck and Fitness Area are closed

FOOD & BEVERAGE:

• Take-out is available in Market Garden and express|o
• All seated dining, and buffet options have been removed from our outlets
• Our patio area just outside Market Garden is now closed for the season.
• T|bar is closed
• In-room dining delivery service has been suspended - orders are available for take-out at express|o and Market Garden

Our Cancellation Policy

In these unprecedented times, we are mindful of the uncertainty surrounding closures, cancellations, and travel restrictions. We understand the need for flexibility in our policies to ease our guests’ concerns.

We are making every possible effort to help our guests manage their reservations. Our hotel has implemented a 24 hour cancellation policy and will provide a full refund (and waive all related fees) on cancellations for direct individual bookings for stays up to and including June 30, 2021. Exceptions may apply to specific offers and packages.

For stays after June 30, 2021 we will work with guests to manage any changes on a case by case basis. We encourage guests with questions to contact our Reservations department at 1-800-CHELSEA (1-800-243-5732) or email cstor.reservation@chelseatoronto.com.

Guests who booked their reservation via a Third Party such as a travel agent, or online booking platform are advised to contact their booking provider for information on their terms and conditions regarding refunds and cancellation fees.

Diligently working to answer all responses

We are currently experiencing a high volume of emails. Please know that we are diligently working to respond and we appreciate your patience as we navigate through this unprecedented time.

Our Reservations Department operating hours are currently Monday to Friday, 9am-5pm. To help serve you better please note the following options:

• To make a new reservation, please book via our website
• For billing inquiries please contact CSTOR.BILLINGS@CHELSEATORONTO.COM
• If you are arriving today, or over the weekend and need immediate assistance - please contact our Guest Services team at 416-595-1975