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Frequently asked questions

Reception, hotel, bell
Booking a room

How can I book a room on www.riotel.com?

Select the hotel you wish to visit in the “Book a room” section, then input your arrival date, the number of nights and the number of people. Click “Book”. Next, select the type of room you would like and then click the grey “Book” button. There are four steps to booking a room. First, choose the type of room you would like, then select how many breakfasts or dinners you would like included (not obligatory). Then input your contact and payment details. You will then be shown a reservation summary, which we will also send you by email.

After I book online, how long will my room be reserved for and what time can I check-in?

Online reservations are guaranteed by your credit card.

How will I know that my reservation has been successful?

You will receive a reservation number.

What time can I book online until?

If you’re booking for the same day, you must book your room before 18:00. If you’re booking for any other date, you can book at any time.

What should I do if I don’t receive my reservation number?

Please double check that your payment details are correct. If it seems to be a technical problem, we apologize for the inconvenience, you can contact our booking line at 1 888 GASPESIE or directly call the hotel.

What are your booking conditions?

You will be shown the conditions before you confirm your reservation.

How can I find out room rates?

It’s easy: use our quick reservation tool; click “Book a room” on our homepage to access the list of rooms available for your vacation dates.

Managing and cancelling reservations

I want to cancel my online reservation, will I still be charged?

If you want to cancel your reservation you must do so before noon on your arrival date. After this time you will be charged for your first night and your reservation will be automatically cancelled.

Can I amend my reservation when I’ve booked online?

Of course! We can cancel your reservation if you booked on riotel.com. There are several ways to do this:
• Call the hotel directly;
• Call our central reservation line at 1 888 GASPESIE;
• Send an email to riotel@riotel.com;
• If you booked through an online travel agent such as Expedia, Booking.com or Hotels.com, you will need to cancel your stay through them.

I’ve lost my reservation number, how can I manage or cancel my reservation?

If you booked your stay on riotel.com your reservation number will have been sent to you in an email. You can also contact the hotel directly and explain that you booked online, or contact the central reservation line at 1 888 GASPESIE. We suggest that you print your booking confirmation so that you don’t lose your reservation number.


Do I have to pay when I book?

Your payment details guarantee your reservation. You will not be charged until you arrive at the hotel, except for Tour of the Gaspé Peninsula packages, where we ask for a $500 deposit.

Security and confidentiality

Do I have to give you my credit card number to book online?

We need your payment details to save and guarantee your reservation. All payment details are encrypted. If you do not guarantee your room with a valid credit card, we reserve the right to free your room after 16:30 on your arrival date.

Is it not dangerous to enter my credit card number on your website?

Not at all! Any personal data you provide when you book is ENCRYPTED. We use an SSL (Secure Sockets Layer) system, its one of the best systems available. This means that third parties cannot intercept your data. We use an authenticated certificate. You can check by following these steps:

• WITH FIREFOX – Double click on the padlock in the bottom right-hand corner of your browser. In the pop-up window, click “Security”. The words “The identity of this website has been verified” will appear, meaning that the website you are on is protected. You can also click on the “Display” button to see the security certificate’s details.

• WITH INTERNET EXPLORER – Version 6: Double click the small gold padlock in the bottom right-hand corner of your browser. This will bring up all the information about the certificate and its validity. Version 7: click on the padlock to the right of the address bar and then click “Display certificates”. This will bring up all the information about the certificate and its validity.


The Riôtel Group respects the privacy of its customers. We are aware of our customers' concerns about the confidentiality of personal information disclosed when making a reservation. We therefore certify that under no circumstances will our customers' personal information, such as name, postal address, e-mail address and telephone numbers, be shared with or sold to any third-party company. This information will only be used to support our relationship with our customers.

We apply highly effective security measures on the company's website to ensure the utmost confidentiality of personal information collected, under the supervision of our Strategy and Business Development Manager, Mr. Charles-Alexandre Rioux.

With these measures in place, our customers can conduct transactions on the official Riôtel Hotels site in complete security.

If you have any questions about our Privacy Policy, please contact Mr. Charles-Alexandre Rioux at confidentialite@rioux.ca.

Questions about Groupe Riôtel

How far away are you hotels from each other?

Matane to Percé = 348 km, approximately 4 hours and 30 minutes
Percé to Bonaventure = 136 km, approximately 2 hours
Bonaventure to Matane = 267 km, approximately 3 hours and 30 minutes

Are all your hotels on the water’s edge?

All three of our hotels are on the water’s edge; our Bonaventure hotel is closer to the sea than any other hotel on the Gaspé Peninsula!

Guest services

What time can I get in my room and what time do I have to leave?

You can access your room from 16:30 on your arrival date, and you must check out by 11:00 on your departure date.

Do you have family rooms?

We have spacious rooms that can accommodate up to 5 people (room with 2 beds and 1 pull-down bed for $15 per night). Riôtel Matane also has studios and family rooms that can accommodate up to 6 people.

Is breakfast included in the room rate?

Room rates do not include breakfast. When you book online you can state how many breakfasts you would like (there is an additional charge per person per day). Think ahead and book your breakfast at the same time as your room!

Does the restaurant have a dress code?

Of course not!

Is there a swimming pool at the hotel?

Riôtel Matane has an outdoor heated pool that is open in the summer and an indoor heated pool open year-round. There isn’t a pool at Riôtel Percé, but there is a hot tub overlooking Percé Rock. Unfortunately Riôtel Bonaventure doesn’t have a pool, but you can swim in the Baie de Chaleurs during the summer.

Will I have internet access in the hotel?

Our hotels have free high-speed internet access in rooms and communal areas.

If you don’t have a laptop, each of our hotels has a computer with high-speed internet that you can use for free.

Will my bedroom have its own bathroom?

Of course.

Can I bring my pet?

Pets are not allowed in our hotels. We do, however, have a list of dog and cat kennels in each of our hotels.

Comments and complaints

I’ve just stayed in one of your hotels and I would like to complain about/compliment your services.

You can send an email to satisfaction@riotel.com or send a letter to the following address: Call center & Tours and Travel Director, Groupe Riôtel, 250, avenue du Phare Est, Matane, QC, G4W 3N4.

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