March 13, 2020

Dear Valued Guest,

As a destination for travellers, we understand the importance and peace of mind each of our guests need to feel comfortable during the COVID-19 public health emergency. We can promise you as a valued guest, your safety and security is our highest priority.

Keeping our guests safe
We already clean and disinfect each room with products approved by Health Canada and Island Health as food safe and effective of killing viruses like the COVID-19 virus. We clean all hard surfaces such as tables, chairs, remote controls, lamps, and bedside tables with a liquid sanitizer. Our linens, towels, and duvet covers are cleaned after each check-out or as requested by the guest. We use industrial-grade washing detergent, with disinfection taking place through the process of alkalinity changes and temperature changes. New soap, shampoo, and conditioner containers are placed in each room daily, and every member of our hotel has been trained on using disinfectants safely and correctly.

Extra measures
In addition to our standard cleaning procedures, we have put in place the following extra measures to continue providing you with a clean, safe and healthy room:

· We have COVID-19 guidance plans in place, detailing how to protect against transmission.

· We have procedures in place in the event of a confirmed case amongst our guests or employees.

· In light of the shortage of hand sanitizing stations, we encourage all guests and employees to frequently wash their hands with soap and water for at least 20 seconds.

· We regularly monitor and communicate the COVID-19 updates from the Province of BC and Federal Government to provide guidance to the hotel.

The Grand Hotel Nanaimo continues to welcome business, leisure, and group guests.

Cancellation policy update
We fully understand the importance of being open-minded and adaptable during this uncertain time, and would like to share with you our revised cancellation policy for all guests who may be reviewing their travel plans. For all pre-paid, non-refundable reservations up until May 31, 2020, we will be waiving the cancellation policy and providing full refunds. For all pre-paid, non-refundable reservations beyond June 1, 2020, we will be providing a full credit for a future booking until December 31, 2021.

To adjust reservations made through The Grand Hotel Nanaimo's website, please use the modify/cancel booking links on our website. To amend bookings made through an Online Travel Agency, please contact them directly for assistance. Telephone bookings made directly through the hotel can be amended by calling us directly at 250-758-3000

Thank you for your continued support. We look forward to having you stay with us soon.

Best regards,



Susie Sirri

Director of Operations