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Look no further, we have answers to all of your FAQ’s!

Being aptly prepared when travelling to a new destination or staying at a new-to-you property can be an overwhelming process. We’ve heard your common questions and hope the following information will arm you with confidence that we meet all of your accommodation needs!


  • Check in/ check out time? 

Check in: 4pm | Check out: 11am 

  • Is early check-in/ late checkout available?

Early check-ins are assessed at the time of arrival and are considered on a first come first serve basis. Late checkouts are much the same, please call us on the morning of departure to gauge our ability to offer an extension to your stay.

Tip: If you have places to go and people to see (without your luggage), please allow us to securely store your bags. We’re happy to help with making the most of your trip in any way we can.

  • Cancellation policy? 

If you have booked with us directly, you can cancel without penalty outside of 24 hours. Within 24 hours, your booking will be considered a no-show and you will be charged full rates (cancellation parameters will differ per contracted group rates). 

Tip: If you have booked through a third party site, please become acquainted with their policies as we cannot interfere with their bookings.

  • Do you offer monthly stays?

Sometimes. Please enquire with our reservations team directly for long-stay rates and availability: 1-800-663-5891 or 

  • What are the differences between your one bedroom suite types? 

Great question! We are not a one-size-fits-all property, so we may have room types that serve your needs better over others. Visit our website here to see detailed descriptions on what each room type offers to find your perfect match (or call us and we can walk you through it 1-800-663-5891).

  • Am I speaking with someone AT the hotel?

Our reservations team are Victoria locals and know this hotel like the back of their hands. As long as you’ve dialed one of the numbers on our website 1-800-663-5891 or 250-382-4221, you can be sure you’re speaking with an in-house guest services team member located on our lobby level at 740 Burdett Ave, Victoria BC. 

Tip: Please be wary of third party sites that are designed to intercept your business.



    • Hotel Guests

There are 3 self-serve parking lots on site. We typically have spaces for everyone’s vehicle, and if you’re having trouble finding an open spot, please allow us to park your vehicle for you. A parking pass will be provided at check in to display on your dashboard. 

Tip: Please keep in mind that check-in time (4pm) can get busy, particularly on holiday weekends. 

  • Fees

Guests who book directly with us receive 50% off our overnight parking rates of $20 (that’s $10/ nt/ vehicle when booking direct). 

Tip: Our lots are patrolled for your safety, so please ensure you display your pass to avoid a ticket or tow.

  • E/V stations? 

We have 6 complimentary E/V charging stations (for overnight guests only). Should all EV spots be occupied when you need one, please let us know and we will either notify you when one opens up, or please allow us to park it for you. 

  • Meeting Room/ Event Attendees/ Dining Guests

We offer complimentary parking passes to those attending meetings, events, or are dining in one of our outlets – please remember to grab a pass from our front desk on your way through.

Tip: On the off chance that our lots are full, the Greater Victoria Public Library is a brief walk around the corner and offers affordable parking fees for temporary parking (no overnight).



  • What amenities do you offer?

Please see our amenities page for a full list of amenities with detailed descriptions, but while you’re here, the short-list is as follows: 

  • Do you have a shuttle? 

Yes, we can get you to where you need to go or pick you up from where you’re coming from (within the following parameters):

  • Within a 2.5km radius of the hotel (no BC Ferries and international airport pick-up)
  • Cannot pre-book (first-come-first-served)
  • Pick up from cruise ship terminal, US ferries, seaplanes – no problem! Please call us after you’ve cleared customs and we’ll be there within minutes: 250-382-4221

Tip: Coming from Vancouver? Try BC Connector services. 

  • Is breakfast included? 

No, Breakfast is not included in room rates. 

Tip: Vista 18 is open at 7am daily for breakfast service and is a fantastic spot to take in the city as the sun rises… or room service!  

  • Smoking on property?

No, we are proudly 100% smoke free (balconies too) and thank you in advance for using designated spots outside of our parking lots.

  • Is there a coffee station in the rooms? 

Yes, every room offers a Nespresso coffee machine, or if you prefer drip, Vista 18 can pour you a cup to go (there’s even a Starbucks directly across the street if you prefer).


  • Where is Vista 18?

Vista 18 Restaurant and Lounge, Victoria’s only rooftop restaurant, is located on our 18th floor – views guaranteed. 

  • Are there vegan options?

Yes, we can accommodate all dietary needs – please consult with your server.

  • What type of cuisine? 

Chef Mike Dunlop uses farm-to-table local sourcing to create dishes that are globally inspired. Vista 18’s seasonal menu offers what’s fresh and in season, so menus can vary depending on the time of year – have a look:

  • Hours of operation?

Breakfast: 7am-11am daily (7am-12:30pm Saturdays and Sundays)

Happy Hour: 3:30-6pm daily

Dinner: 5pm-10pm daily (plus late night bites 10pm-11pm on Fridays + Saturdays)

  • How do I make a reservation? 

Reservations are highly recommended:

  • Can I make a reservation at Clive’s?

Clive’s Classic Lounge is first come first served and a 19+ establishment (no minors). 

Tip: If you have a group of folks that would like to gather and ensure there’s space available, consider booking its Back Snug private area (no venue fees, just a deposit to hold the space).



  • Favourite local restaurants and pubs? 

We pride ourselves with knowing all the best of Vic’s local “hot spots” and “hidden gems”. Ask us during your stay and we would gladly point you in the right direction. 

Tip: Sign up to our newsletters to learn all about what’s happening in and around the hotel, and for our “staff picks” of local dining! 

  • Where’s the closest grocery store/ convenience store? 

We’re located about 50m from 7-11 convenience store 711 Douglas St

For our recommended shopping experience, a 15 minute walk will get you to two grocery stores in James Bay: Red Barn Market and Thrifty Foods

Or, the closest downtown grocery store (10 min walk): Market On Yates

  • Nearby attractions/ things to do?

Where do we start?! Our downtown location provides direct access to all of Victoria’s best attractions, parks, theaters and dining. Check out the map on the bottom of our home page to get acquainted with our location, BUT, just to name a few: Royal BC Museum, Tea at the Empress, Beacon Hill Park, Victoria Conference Centre.

Tip: Be sure to sign up to our newsletters to learn all about what’s happening in and around the hotel, “staff picks” of local dining, and even discount codes to our favourite nearby activities.


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