Hotel & Restaurant Policies
Check-In & Check-Out Policy
In order to check in, guests must be a minimum of 18 years of age. Guests below eighteen years of age must be accompanied by an adult at the time of check-in to occupy a room.
Check-in time is from 3:00 PM, and check-out time is 11:00 AM. While we will make efforts to accommodate, early check-in and late check-out requests are subject to room availability. Should you wish to make a request, please contact The Bruce Front Desk team at any time prior to your arrival or throughout the duration of your stay.
Payment Policy
A deposit is taken at the time of reservation to confirm booking. Upon check-in, guests are required to provide a valid method of payment. An incidental charge of $130 CAD per night/per room will be authorized upon check-in.
All Major Credit/ Debit card, Cheques and Cash is accepted
All major currencies are accepted.
Additional cleaning charges may apply in the event of room misuse or damage.
Cancellation Policy
Reservations canceled within 14 days are non-refundable but the amount paid will be retained as a credit on file for future stays or dining.
Cancellations made within 24 hours, a fee of $75 will be charged and rest will be retained as a credit on file for future stays or dining.
Room Capacity
Due to both design and fire code regulations, each guest room can accommodate a specific maximum number of occupants:
The Bruce Hotel Rooms: 3 occupants maximum
The Bruce Hotel Suites: 4 occupants maximum
Lost & Found Policy
The Bruce Hotel is committed to handling lost items with care and discretion. All items found on property are logged, securely stored, and tagged with the date and location where they were found to ensure accurate tracking and guest privacy. All lost and found items will be held for one year.
Inquiries & Claims
Guests who believe they may have left an item behind are encouraged to contact the hotel as soon as possible. When submitting an inquiry, guests may be asked to provide a description of the item, dates of stay, and relevant contact information to assist with identification. Once an item is confirmed, arrangements for return using the guest’s preferred method of shipping and at guest’s expense.
The Hotel is not responsible for items lost, damaged, or delayed during return shipping.
Privacy & Collection of Personal Information
Why We Collect Personal Information
The Bruce Hotel collects personal information to:
• Process hotel, dining, spa, and event reservations
• Complete purchases, including gift certificates
• Communicate revelant offers, services, and promotions
• Understand guest preferences to improve our services and marketing
What We Collect
Personal information may include:
• Name and contact details (address, phone number, email)
• Payment information
• Reservation details and guest preferences
When and How Information Is Collected
Personal information is collected when you:
• Make reservations or inquiries
• Complete transactions or hotel forms
• Subscribe to communications or submit online requests
Information may be collected directly by the hotel or through trusted third-party booking platforms. Providing certain personal information is necessary to complete reservations and transactions. If required information is not provided, we may be unable to fulfill your request.
Third-Party Services
Some services may be facilitated through third-party websites. These providers operate independently and are governed by their own privacy policies. The hotel is not responsible for their privacy practices.
Your Privacy Rights
The hotel collects, uses, and safeguards personal information in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA). Guests may request access to, or correction of, their personal information by contacting the Hotel.
Contact for Privacy Inquiries
The hotel has designated Guest Services Manager to oversee compliance and discretion. If you have questions about this Privacy Policy, wish to access or correct your personal information, or have concerns regarding how your information is collected or used, please contact:
Margaret Walton
Email: mwalton@thebruce.ca
Phone: 519-508-7100
We will respond to all privacy-related inquiries within a reasonable timeframe, in accordance with applicable privacy laws.
Pet Policy
The Bruce Hotel maintains a no pet policy.
Service Animal Laws for Ontario Workplaces
Under the Customer Service Standard of the AODA, service providers’ policies must state that they welcome service animals. Service animals are animals, typically dogs, trained to help people with disabilities maintain independence. Here we outline service animal laws that service providers must follow.
Service Animal Laws in Ontario
All service providers that operate premises open to the public, or to third parties that serve the public, must welcome service animals. They must allow customers with disabilities to keep their service animals with them anywhere they need to go, except in places where the law excludes service animals.
Identification
There are two ways that service providers can tell whether or not a customer’s animal is a service animal:
1. It is visibly apparent that the customer requires the animal for reasons relating to disability; or
2. The customer provides an identification card, or a letter from a healthcare practitioner, confirming that the customer requires the animal for reasons relating to a disability
Service Animals and Support Animals
Service animals have training to perform specific tasks for people with disabilities. Emotional support animals provide comfort and security. However, they do not have training for specific tasks. Therefore, emotional support animals do not qualify as service animals under the AODA. Service providers are not required to allow support animals on their premises. Providers may ask for proof that a customer’s animal is a service animal, unless it is visibly obvious that the person has a disability and is relying on the animal. For instance, if a dog is clearly guiding a customer who is blind, providers should know without asking that this animal is a guide dog.
Limitations and Exceptions
All service providers must welcome service animals, with a few food-related exceptions. Some places, such as food manufacturers, may be exempt from allowing service animals in certain areas. However, sometimes a customer who uses a service animal may want or need to access a location that the public can enter but where service animals are not legally permitted. In these instances, service providers must offer alternative accommodations so that the customer can access the service usually offered in that location. Providers may serve the customer in a location open to the animal. Alternatively, providers may serve the customer in the location where the animal is not allowed. In this situation, the animal may rest in a different area while a staff member performs the animal’s usual tasks.
Service providers must follow the above service animal laws. Otherwise, they are obstructing the law and penalties may occur.
Parking
The Bruce Hotel provides all guests with complimentary, on-site parking. Guests can access the covered garage or an open parking space on the restaurant side of the building. In accordance with Ontario legislation, upon registration all hotel guests are required to provide the following vehicle information:
• Make
• Model
• License Plate Number
• Issuing Jurisdiction
Pool, Spa, & Gym Usage Policy
Operating Hours
Daily: 6am to 9pm
Guest Access
Facilities are for registered in-house guests only.
Room key or access card may be required for entry.
Children must be accompanied by an adult at all times.
Safety & Hygiene
No food, glass items, or alcohol allowed in the pool or fitness centre.
Guests with medical conditions should consult a physician before use.
Staff must report any unsafe behavior or equipment issues immediately.
Hotel Restrictions
Smoking and disruptive behaviour are strictly prohibited.
Management reserves the right to deny access in case of policy violations
The Restaurant at The Bruce
Dining Room Policies
We look forward to welcoming you and kindly invite you to review the following guidelines, thoughtfully designed to ensure a seamless and memorable dining experience for all guests.
Reservations
Reservations are highly recommended. We offer a 15-minute grace period for late arrivals; should you anticipate arriving later, please contact us directly. As we may need to reach you regarding your reservation, we kindly ask that your email address and phone number are kept up to date. Reservations for Afternoon Tea require a 50% deposit at the time of booking and must be made at least 48 hours in advance.
Cancellations & Changes
Should your plans change, we respectfully request 24 hours notice prior to your reservation. For Afternoon Tea reservations, cancellations made 48 hours or more in advance will receive a full deposit refund. Cancellations within 48 hours will have the deposit retained as a credit for future use.
Dress Code
We do not have a strict dress code in effect. However, dresses, shirts, shoes, and trousers are to be worn in all of our dining areas. Guests are encouraged to dress for the occasion in smart-casual and evening attire for their dining experiences.
Dietary Preferences & Allergies
Please inform us of any dietary restrictions or allergies at the time of booking. While we do reconfirm preferences at the table, advance notice allows our culinary team to thoughtfully curate accommodations where possible. Although every effort is made, we are unable to guarantee an allergen-free environment.
Wine & Corkage
While we offer wines by the glass, and by the bottle from our extensive cellar list, should guests wish to enjoy a special bottle of wine during their dining experience, a $35.00 corkage fee applies per 750ml bottle. We kindly request that wines currently represented on our list not be brought in. Corkage fees are waived for in-house guests.
Photography
Discreet photography is welcome. We kindly ask that the comfort and privacy of other guests be respected at all times.
Celebrations
We are delighted to be part of your special moments. Please note any celebrations at the time of reservation, and we will do our utmost to make your evening truly memorable.