Last updated: May 1st, 2026
Due to the limited number of our suites and rooms, as well as the restricted availability of our external partners for treatments and experiences, any cancellation has a significant impact on our operations. Our cancellation policy is therefore strictly enforced, as a last-minute cancellation leaves us very little time to reassign the reservation to another guest. We sincerely thank you for your understanding and respect for the work of our team and our partners.
By making a reservation for any of our services, you acknowledge that you have read and accepted the terms of this policy.
1. Cancellation Policy: Stay at Estello
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Free cancellation: Up to 14 days before the check-in date (the arrival day is not included in the calculation). Therefore, 100% of the amount is retained for any cancellation made within the 14 days prior to the check-in date, excluding the arrival day.
EXAMPLE: If your stay is scheduled for July 20, any cancellation made after July 6 at 00:00 will result in the retention of 100% of the amount. July 20 (arrival day) is not counted in this timeframe. These fees apply because a late cancellation compromises our chances of re-renting the unit to another client in time.
Note: Each day is counted from midnight (00:00) to 23:59.
2. Bookings via External Platforms
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Booking.com / Expedia and their partners: Free cancellation up to 21 days before arrival.
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Airbnb: Full refund if you cancel at least 30 days before arrival. For cancellations made 7 to 30 days before arrival, guests receive a 50% refund. After this period, the stay is no longer refundable.
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Note: Any modification or cancellation must be made directly through the platform used when booking.
3. Information sharing
However, certain information may be shared with service providers necessary for our operations, including:
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booking platforms
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secure payment providers
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web hosting services
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analytical and marketing tools
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technology providers (AI chat, automation, CRM)
These partners are required to adhere to high standards of data protection. Some suppliers may be located in Canada or outside of Canada, including in the United States.
4. Data retention
Personal information is retained only for as long as necessary for the purposes for which it was collected.
In general :
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Contact and service data may be kept for up to 7 years.
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Analytical data is retained for a limited period
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Chat conversations may be saved to improve the service
When the data is no longer needed, it is deleted or anonymized.
5. Information Security
Our site uses cookies and similar technologies to:
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ensure the proper functioning of the site
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analyze traffic and performance
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improve the user experience
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personalize certain content
You can manage or refuse cookies via your browser settings.
6. Cookies and similar technologies
Our site uses cookies and similar technologies to:
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ensure the proper functioning of the site
-
analyze traffic and performance
-
improve the user experience
-
personalize certain content
You can manage or refuse cookies via your browser settings.
7. Links to third-party sites
Our site may contain links to other websites. We are not responsible for the privacy practices of these third-party sites and encourage you to review their respective policies.
11. Coordinates
For any questions regarding this policy, you can contact us:
Estello Suites & Spa
1886 QC-161
Frontenac, Quebec
Canada G6B 2S1
📧 info@estello.ca
📞 873-550-8383