Frequently Asked Questions

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Your stay with us

  • The Windsor Stratford is located in the heart of downtown Stratford at 23 Albert Street, Stratford, ON, N5A 3K2.

    Surrounded by shops, theatres, restaurants, and cafés, the hotel offers one of the most walkable locations in town—making it easy to explore Stratford on foot.

    Walking distances from The Windsor Stratford:

    • Avon Theatre: 3 min walk

    • Studio Theatre: 3 min walk

    • Tom Patterson Theatre: 8 min walk

    • Festival Theatre: 20-minute scenic walk

  • Check-in begins at 3:00 pm. Early check-in may be requested and is subject to availability; it cannot be confirmed until the afternoon of arrival. An early check-in fee may apply.

    Guests who require confirmed early access are encouraged to reserve our Guaranteed Early Check-In option—particularly during peak periods. This option guarantees access to your room beginning at 12:00 pm on your day of arrival.

    Check-out is at 11:00 am. Late check-out requests are subject to availability and can be confirmed on the morning of departure. A late check-out fee may apply.

    We’ll always do our best to accommodate your schedule. If early check-in or late check-out isn’t available, we’re happy to store your luggage securely until you’re ready to continue your travels.

  • FESTIVAL & HOLIDAY SEASON

    From April through December, our front desk is open 24 hours a day, 7 days a week.

    WINTER SEASON

    From January through March, front desk hours are as follows:

    • Sunday 7:00 am - 3:00 pm

    • Monday to Thursday: 10:00 am – 5:00 pm

    • Friday and Saturday: 24 hours

    For arrivals outside of front desk hours, after-hours check-in is available. Guests will receive door codes and detailed check-in instructions by email, and a member of our front desk team will also call to ensure the information has been received.

    During the winter season, a 24/7 emergency contact number is always available for guest assistance.

    For the most up-to-date information or any changes to front desk hours, please contact the hotel directly.

  • Yes, limited parking is available for guests. For your convenience, we lease a small number of parking spaces adjacent to the hotel. Advance reservation is required, and parking is subject to availability.

    To reserve a space, please contact us at the time of booking by phone or email and provide your vehicle’s make, model, and licence plate number.

    Parking Location
    Parking is located on the left-hand side of the building, in the alley when standing outside and facing the hotel’s exterior. Parking spaces are labelled 1–9. A valid parking pass must be displayed on your dashboard at all times.

    Parking Rates
    Overnight parking is $20 + tax per vehicle, per night.

    Parking Cancellation Policy
    As the parking lot is operated by a third party, parking fees become non-refundable within 7 days of arrival.

  • Yes. The Windsor Stratford has a lift/elevator, however access varies by room location due to the historic nature of the building.

    While the hotel does not offer fully accessible rooms, we do have a portable ramp that can be placed at the main entrance upon request. Once inside, the lift/elevator provides access to all rooms and suites in the Historic Wing, with no stairs required.

    Please note that rooms in the East Wing require stairs, either three steps down or fourteen steps up.

    If you have any mobility considerations, we encourage you to contact our concierge team in advance. We’ll be happy to discuss access options and assist in assigning the most suitable room for your stay.

  • Yes. Complimentary Wi-Fi is available throughout the property, including all guest rooms and public areas.

  • At this time, The Windsor Hotel welcomes licensed service animals only.

  • Our guest rooms are phone-free, reflecting a modern approach to hospitality while keeping service easy and accessible. During your stay, you can connect with our team quickly and conveniently using the chat link provided in your reservation email.

    If you need immediate assistance, our team is always happy to help.

  • At this time, baby cots and rollaway beds are not available or permitted at The Windsor Stratford.

  • Yes. We welcome families and are pleased to offer our Little Hoco Club, designed to make travelling with children more comfortable and enjoyable.

    When you book directly with us, your family is welcomed into the Little Hoco Club—a thoughtful collection of extras prepared in advance for your arrival.

    Little Hoco Club benefits include:

    • Each child 11 and under receives a kid-friendly welcome amenity

    • Family-friendly touches arranged prior to arrival for a seamless stay

    Please let us know you’re travelling with children 11 and under, at least 24 hours prior to arrival, and we’ll take care of the rest.

    Available on direct bookings only. Not applicable to third-party (OTA) reservations. Subject to availability

  • No. The Windsor Hotel is a non-smoking property. Smoking, vaping, or cannabis use is not permitted in guest rooms or anywhere on the property.

    Guests found smoking in their room will be subject to a $500 cleaning fee and immediate removal from the hotel. The remainder of the reservation will be cancelled, and no refunds or future credits will be issued.

    We appreciate your cooperation in helping us maintain a comfortable environment for all guests.

Reservations, Payments, and Cancellations

  • Our change and cancellation terms vary per type of booking. General T&Cs are below:

    Standard Rate/Refundable Rate:

    Free cancellation or modifications until 7 days prior to arrival (12:01 a.m. hotel local time/EST) to avoid a 100% penalty for the entire stay. Your credit card will be charged 100% of the entire stay 7 days prior to your check-in. In case of a no-show, early departure, or cancellation after the expiry of the free cancellation period, 100% of the entire agreed stay will be charged. No changes are permitted after the expiry of the free cancellation period.

    Pre-paid/Non-Refundable Rates:

    Once booked, this reservation becomes non-refundable. A 100% full, non-refundable prepayment will be applied at the time of booking. No changes are permitted, and no refund will be issued under any circumstances, including cancellation, no-show, or early departure. This reservation is non-transferable.

    We strongly recommend the purchase of travel insurance to assist in case of unforeseen cancellations. The Windsor Hotel cannot be made responsible for cancellations due to, but not limited to, family emergencies, health-related issues, changes in plans, airline schedule changes, or weather conditions.

  • If you just don’t show up by 11:59 p.m. on the check-in date, we’ll have to treat it as a no-show and charge for your entire stay. The same applies to early check-out. The remainder of the booking will be cancelled. No refunds or future credits will be issued under any circumstances.

  • Reservations must be guaranteed with a credit card at the time of booking.

    For Standard / Refundable Rates your credit card will be charged 100% of the entire stay 7 days prior to your check-in. After the free cancellation period, no refund will be issued under any circumstances, including cancellation, no-show, or early departure. This reservation also is non-transferable.

    For Pre-Paid / Non-refundable Rates a 100% full, non-refundable prepayment will be applied at the time of booking. No refund will be issued under any circumstances, including cancellation, no-show, or early departure. This reservation also is non-transferable.

  • We authorize an incidental/damage hold of $200 per day (up to $500 per room) during check-in on your credit card. We only accept major forms of credit cards. We are a cashless hotel.

  • The hold will be released on the evening of checkout. It may take between 5-7 business days to see the amount reflected back into your account depending on your bank provider.

  • We only accept credit cards. All reservations are pre-paid based on the cancellation policy/rate type prior to arrival.

    In addition, a credit card must be presented upon check-in and must be the same credit card used to make the reservation. If guests are booking on behalf of someone else, they must contact the hotel directly to arrange for third-party billing.

  • If guests are booking on behalf of someone else, they must contact the hotel directly to arrange for third-party billing. A credit card authorization form is required to be filled out along with one form of photo identification.

  • The Municipal Accommodation Tax (MAT) came into effect on July 1, 2023, and a mandatory 4% plus HST applies to all accommodation sold for a continuous period of 30 days or less.

  • Guests must be 18 years or older to reserve a room. Minors should stay at the hotel with company aged 18 and above.

  • For security purposes, please provide a valid government-issued photo ID at check-in to cross-check with the name on the reservation.

  • Our front desk team cannot assist in modifying or cancelling all third-party (e.g. Expedia, Booking or Airbnb, etc.) reservations. Please get in touch with the company directly that you booked with.

    Please be aware of our change and cancellation policy. We strongly recommend the purchase of travel insurance to assist in case of unforeseen cancellations. The Windsor Hotel cannot be made responsible for cancellations due to, but not limited to, family emergencies, health-related issues, changes in plans, airline schedule changes, or weather conditions.