COVID-19 : Preventive measures according to the alert levels, visitor's guide, and limited activities and services


You have questions? Please read our customers’ most frequently asked questions.

Frequently Asked Questions

COVID-19: preventive measures put in place

Here's the list of the most frequently asked questions by our customers regarding the preventive measures put in place against COVID‑19 (coronavirus).

Establishments in orange and red zones

  • Will I have to remain in my accommodation during the curfew period?
    • Yes, the curfew imposed by government authorities must also be respected in Sépaq-operated territories. Activities, services, and reception counters will be closed at 7:30 p.m. in red zone establishments and at 9:00 p.m. in orange zone establishments so that visitors and employees can respect the curfew.
  • What do orange and red designations of a region mean for Sépaq?
    • “Orange” or “red” designations of a given region by government authorities mean that special rules apply at the Sépaq establishments located therein.
  • Which establishments are targeted by the orange designation?
    • As of February 22, 2020, the Sépaq establishments targeted by the orange designation in the Outaouais, Gaspésie, Bas-Saint-Laurent, Côte-Nord, Abitibi-Témiscamingue and Saguenay−Lac-Saint-Jean regions are as follows: 

      - Parc national de Plaisance (Outaouais)
      - Centre touristique du Lac-Simon (Outaouais)
      - Parc national de la Gaspésie (Gaspésie)
      - Gîte du Mont-Albert (Gaspésie)
      - Réserve faunique des Chics-Chocs (Gaspésie)
      - Parc national du Bic (Bas-Saint-Laurent)
      - Parc national du Lac-Témiscouata (Bas-Saint-Laurent)
      - Auberge de montagne des Chic-Chocs (Bas-Saint-Laurent)
      - Parc national d'Anticosti et Sépaq Anticosti (Côte-Nord)
      - Réserve faunique de Port-Cartier-Sept-Îles (Côte-Nord)
      - Parc national d’Aiguebelle (Abitibi-Témiscamingue)
      - Parc national d’Opémican (Abitibi-Témiscamingue)
      - Réserve faunique La Vérendrye (Abitibi-Témiscamingue and Outaouais)
      - Parc national des Monts-Valin (Saguenay–Lac-Saint-Jean)
      - Parc national de la Pointe-Taillon (Saguenay–Lac-Saint-Jean)
      - Parc national du Fjord-du-Saguenay (Saguenay–Lac-Saint-Jean)
  • What special new measures apply to establishments located in orange zones?
    • At all these establishments, Sépaq requests its guests to rigorously comply with additional specific rules issued by the public health authorities:

      - A curfew requires visitors to remain in their accommodations between 9:30 p.m. and 5:00 a.m.
      - Activities, services, and registration desks will be closed at 9:00 p.m., except for hotel receptions which remain open at all times.
      - Visitors staying in our locations must arrive before the curfew.
      - The dining rooms of the restaurants are open: maximum of two adults per table, who can be accompanied by their minor children. A customer register must be kept. Only customers with proof of residence from a region designated as “orange” have access to it. Guests from regions designated as “red” will be served in their rooms. Bookings are required.
      - Rental accommodation unit: limit of one family unit or one group of persons residing at the same address.
      - Interregional travel not recommended
      - Wearing of a mask is mandatory in all places where it is required.
      - Indoor gatherings prohibited (except for a family unit).
      - Group activities and courses are permitted outdoors but limited to a group of eight people (excluding monitor/coach).
      - Gift shop and convenience store: open outside the hours of curfew.
  • Which establishments are targeted by the red designation?
    • As of February 22, 2020, the Sépaq establishments targeted by the red designation in the Capitale-Nationale, Chaudière-Appalaches, Estrie, Lanaudière, Laurentides, Mauricie and Montérégie regions are as follows: 

      - Parc national des Grands-Jardins (Capitale-Nationale)
      - Parc national des Hautes-Gorges-de-la-Rivière-Malbaie (Capitale-Nationale)
      - Parc national de la Jacques-Cartier (Capitale-Nationale)
      - Parc de la Chute-Montmorency (Capitale-Nationale)
      - Station touristique Duchesnay (Capitale-Nationale)
      - Aquarium du Québec (Capitale-Nationale)
      - Réserve faunique des Laurentides (Capitale-Nationale) – Camp Mercier
      - Réserve faunique de Portneuf (Capitale-Nationale)
      - Parc national de Frontenac (Chaudière-Appalaches-Estrie)
      - Parc national de la Yamaska (Estrie)
      - Parc national du Mont-Orford (Estrie)
      - Parc national du Mont-Mégantic (Estrie)
      - Parc national du Mont-Tremblant (Lanaudière)
      - Parc national d'Oka (Laurentides)
      - Parc national des Îles-de-Boucherville (Montérégie)
      - Parc national du Mont-Saint-Bruno (Montérégie)
  • What specific new measures apply to establishments located in red zones?
    • At all these establishments, Sépaq is asking its guests to rigorously comply with the following additional specific rules issued by public health authorities:

      - A curfew requires visitors to remain in their accommodations between 8:00 p.m. and 5:00 a.m.
      - Activities, services, and registration desks will be closed at 7:30 p.m., except for hotel receptions which remain open at all times.
      - Visitors staying in our locations must arrive before 8:00 p.m.
      - Hotel food service may continue beyond 7:30 p.m. with room service.
      - Rental accommodation unit: limit of one family unit or one group of persons residing at the same address.
      - Interregional travel not recommended
      - Wearing of a mask is mandatory in all places where it is required.
      - Indoor gatherings prohibited (except for a family unit).
      - Group activities and courses are permitted outdoors but limited to a group of four people (excluding monitor/coach). This measure applies until February 25, 2021.
      - Group activities and courses are permitted outdoors but limited to a group of eight people (excluding monitor/coach). This measure applies as of February 26, 2021.
      - Dining hall of a food service area: closed.
      - Gift shop and convenience store: open outside the hours of curfew.
  • If I must travel from one region to another to get to one of your establishments in an orange and red zone, can I do so?
    • Sépaq establishments remain accessible, but it is not recommended that you travel between regions to access them, as per the latest Santé publique recommendations. Responsible compliance with the rules is requested and will be assumed.
  • How will you ensure that the new measures are respected by visitors to these establishments?
    • It’s impossible for Sépaq to know the confinement history of each of its visitors. Sépaq asks its guests to comply with all public health guidelines in force to combat the spread of the coronavirus. The responsibility of each individual to obey the prevailing rules and guidelines is requested and will be assumed.
  • If I have a booking that isn’t in line with the public health rules now in effect, what should I do?
    • Customers who have a booking that is not in line with the new public health rules are invited to contact Sépaq to sort out their situation. A flexible policy for changing, relocating, or refunding bookings will be applied, as was the case during the first COVID-19 wave.
  • Who will be allowed to stay in an accommodation unit?
    • The Quebec public health agency (Direction de la santé publique) only authorizes members of the same family unit to book an accommodation unit.
  • Will the common areas remain open?
    • Yes, common areas, gift shops and convenience stores will remain open.
  • If I want to cancel or modify a reservation at one of your establishments for an activity or a stay that is no longer in line with the new public health rules, what do I do?
    • Customers who have booked an activity or a stay that is no longer in line with the new public health rules can contact us for a postponement, a credit or a cancellation at the following locations:

      - Auberge de montagne des Chic-Chocs : auberge.chicchocs@sepaq.com
      - Station touristique Duchesnay: accueil.duchesnay@sepaq.com
      - All other establishments: modificationsreservation@sepaq.com or 1-800-665-6527
      - For the Aquarium du Québec, customers have all been contacted for a cancellation or postponement.
  • Could you prohibit access to territories once again?
    • Yes. if public health authorities recommend it, access to certain territories could be prohibited again. Our priority remains the health of our guests, employees, and the general public. 

Daily access and activities in national parks

  • How do I obtain my daily access right?
    • You must purchase it online within 30 days before the day visit or when purchasing a stay. Make sure the park is open at the time you want to go there before you buy. See the services offered per establishment. It is important to note that the right of access has a validity date. If you have an Annual Québec National Parks Card, you do not need to register online. Both the daily access and the annual card must always be kept with you, as an employee may ask to see them.

      Please also note that that access to a sector, a trail, or an activity may unfortunately be refused if a parking lot is full, or if the maximum capacity established in order to respect social distancing is reached. Tip: arrive early in the morning and visit lesser-known places. If the maximum capacity is reached, particularly for Mont-Orford, Mont-Saint-Bruno, Mont-Tremblant and Jacques-Cartier national parks, a message is quickly posted on the Facebook page of the park in question to inform our customers. 
  • Why is there a daily limit on the number of people allowed in national parks?
    • In order to comply with social distancing directives and thus ensure the safety of customers and employees alike, Sépaq must limit the number of visitors who can access a given territory in a single day. It is possible to purchase your daily access for a national park online up to 30 days in advance. This help to plan your outing. N.B. The right of access to a park cannot be modified or refunded, even in case of bad weather on the day of the visit.

      Access to a sector, a trail, or an activity may unfortunately be refused if a parking lot is full, or if the maximum capacity established in order to respect social distancing is reached. Tip: arrive early in the morning and visit lesser-known places. If the maximum capacity is reached, particularly for Mont-Orford, Mont-Saint-Bruno, Mont-Tremblant and Jacques-Cartier national parks, a message is quickly posted on the Facebook page of the park in question to inform our customers.
  • If I’m an annual card holder, must I also book online? Do I have priority access?
    • If you have an Annual Québec National Parks Card, you don’t have to register online. The maximum number of daily access rights sold online has been established in order to receive the maximum number of annual card holders. The annual card provides access to national parks and not specifically to an activity. The rest of the park territory remains accessible, except on rare occasions.

      The “first come, first served” principle applies to everyone concerning access to a sector, a trail, or an activity. Arrive early! If the maximum capacity is reached, particularly for Mont-Orford, Mont-Saint-Bruno, Mont-Tremblant and Jacques-Cartier national parks, a message is quickly posted on the Facebook page of the park in question to inform our customers.
  • Why create sections of one-way trails?
    • This is a measure to ensure that the social distancing requested by the public authorities is respected. By avoiding intersections, opportunities for contact of less than two metres are reduced. This protects your health and that of other hikers. A change in behaviour or habits may be required in the interest of one and all. We must also respect this condition in order to maintain the privilege of having access to our magnificent territories.
  • What are the consequences for those who do not comply with guidelines or regulations?
    • Patrol officers can issue warnings and ask recalcitrant visitors to leave any Sépaq-managed territory. Police departments will also issue statements of offence (for associated fines, please refer to the local police departments).

Winter offering

  • Where can I consult my establishment's winter offering?
    • The offering at each establishment can be consulted online. Different visitor’s golden rules and the health measures in effect are also listed there.
  • Will it be possible to rent equipment this winter?
    • Yes, equipment will be available for rent this winter. At certain establishments, so as to limit the concentration of visitors in indoor spaces, people who wish to rent any form of equipment may have to book it by telephone (1-800-665-6527) at least 24 hours in advance. Conditions specific to the establishment visited are detailed online. Please note that cross-country skiing equipment rental will not be offered this winter at Camp Mercier in Réserve faunique des Laurentides due to reconstruction of the reception building.
  • Will it be possible to borrow equipment?
    • Yes, equipment will be available for loan this winter (e.g., tube, sled, skating support frame). For equipment that cannot be regularly disinfected by Sépaq, disinfectant products will be made available to visitors.
  • Will indoor spaces be accessible?
    • Yes, they'll remain accessible. However, Sépaq will have to ensure that the capacity limit for indoor spaces is respected. A time limit will be posted at the entrance of these spaces so that everyone can come and warm up in turn. You may therefore have to wait outside before being able to access them. Wearing a mask will be compulsory. A neck warmer face cover will not replace the mask. It will be possible to eat inside, even in red zones. However, no microwave will be accessible.
  • Will it be possible to stay in a hut this winter?
    • Yes. However, huts will only be rented on an exclusive basis.
  • Will outdoor discovery activities take place?
    • Yes, outdoor discovery activities, such as torchlight snowshoeing, may be held if public health rules can be respected. In red zones, however, no group activities will take place.

Cross-country skiing

  • Will I be able to buy a cross-country ski season pass?
    • Yes. To ensure a safe experience and promote compliance with public health directives, the number of cross-country ski season passes on sale for this winter will be limited. Please note that 12-pass booklets aren’t available for the 2020-2021 season. However, booklets purchased previously will be valid this winter.
  • When can I buy my cross-country ski season pass?
    • The seven-day season tickets have all been sold out. A limited number of five-day season tickets are still available.
  • Can I cross-country ski this winter even if I haven't purchased a season pass?
    • Yes. Visitors will be able make online purchases of the daily access rights and tickets required for cross-country skiing trails. Please note that the number of daily access rights and cross-country ski passes for sale online will be limited to ensure responsible crowd management.
  • Will it be possible to buy my daily access rights in advance?
  • Will it be possible to rent cross-country skiing equipment?
    • Yes, it will be possible to rent cross-country skiing equipment, except at Camp Mercier where no equipment rental will be offered this winter. At certain establishments, to limit the concentration of visitors in indoor spaces, people who wish to rent any form of equipment may have to book it by telephone (1-800-665-6527) at least 24 hours in advance. Consult the conditions specific to the establishment visited online.
  • Will waxing rooms be accessible?
    • Yes. However, Sépaq will have to ensure that the capacity limit for indoor spaces is respected. A time limit will be posted at the entrance so that everyone can go inside. You may therefore have to wait outside. Preparing your equipment and dressing in advance will be strongly recommended so as to keep stays in indoor spaces to a minimum.
  • Will it be possible to leave my personal belongings inside the buildings?
    • No, there will be no provision for renting or self-service use of lockers to leave personal belongings inside the buildings. However, guests who have rented equipment will be able to leave their boots in the lockers if the establishment visited is outside the red zone.

Upcoming stay and activities

  • I have booked a stay or an activity in the next few weeks at one of your establishments. What will happen to my booking?
    • If your stay or activity is no longer in line with the new public health rules, you’re invited to contact Sépaq to sort out the situation. A flexible policy for changing, relocating, or refunding bookings will be applied, as was the case during the first COVID-19 wave.
  • Can I change or cancel my booking?

Accommodations

  • Who is allowed to stay together in an accommodation unit?
    • Only persons from the same family unit or persons residing at the same address are authorized to book accommodations.
  • Who is part of my family unit?
    • These are the people who have been confined with you under the same roof.
  • What happens if our booking doesn't comply with public health regulations?
    • The person in charge of the booking must contact Sépaq to inform them of the situation. A flexible policy for changing, relocating, or refunding bookings will be applied, as was the case during the first COVID-19 wave.
  • If I have to travel from one region to another to get to my accommodation unit, am I allowed to do so?
    • Sépaq's establishments remain accessible. However, you must take into consideration all recommendations of the public health authorities. It’s impossible for Sépaq to know the confinement history of each of its visitors. The responsibility of each individual to obey the prevailing rules and guidelines is requested and will be assumed. Sépaq has put in place distancing measures to avoid contact at the entrance to each territory and promote fluid access to its territories.
  • What kind of cleaning will be done in the washrooms and accommodations?
    • Strict sanitary measures and rigorous maintenance protocols approved by public health authorities and the Commission des normes, de l'équité, de la santé et de la sécurité au travail have been developed and will be applied to ensure the safety of visitors and employees alike.

      Washroom facilities

      - The frequency of cleaning and disinfection rounds has been increased.
      - The maintenance routine will include thorough cleaning and disinfection of toilets, showers, partitions, floors, counters, mirrors, sinks, faucets, hand dryers, door handles, switches, etc.

      Cabins and other types of accommodation

      - Between each stay, a thorough cleaning and disinfection of the accommodation unit will be carried out, including antibacterial mattresses and pillows, toilets, shower, furniture, curtains, door and window handles, cupboards, light fixtures, switches, etc.
      - No bedding will be available.
      - Individual flotation jackets will be provided upon request only and disinfected. It is recommended that you bring your own PFD.
  • Why are shelters not open?
    • Shared shelters are not open to meet public health directives related to family unit, distancing, and gathering restrictions.
  • What kinds of measures is Sépaq taking to ensure the safety of visitors and employees in the context of a pandemic?
    • - Increased cleaning and disinfection rounds
    • - Washroom facilities: limited building capacity, addition of Plexiglas between sinks as needed, addition of hand washing - devices, water fountain shut down (except bottle filling)
    • - Service buildings: Reduced reception capacity, management of waiting areas and traffic, installation of disinfectant dispensers
    • - Contactless payment and discontinuing of registration procedures in national parks
    • - Displays and signage to encourage visitor autonomy

Aquarium du Québec

  • Will Aquarium du Québec remain open even if it is located in a red zone?
    • Aquarium du Québec will reopen as of February 10.
  • I wish to cancel my ticket due to the current circumstances surrounding COVID-19. How can I do so?
    • All customers who purchased a daily ticket for Aquarium du Québec for a visit in the next few weeks will be contacted in the days ahead regarding cancellation or postponement.
  • I have an annual membership. Will it be extended?
    • All holders of annual subscriptions will be informed about an extension of their subscription by five months, which corresponds to the length of time the establishment was closed.
  • Is it still possible to make a booking for children's parties, school groups, or other events?
    • No, for the moment, these packages are suspended. Please refer to our website to follow changes to our offerings.
  • Why do I have to purchase my ticket online in advance?
    • In order to comply with health and safety measures related to COVID-19, the number of visitors on site is limited. Booking your ticket online in advance with a time slot means that you don't have to wait once on site.
  • What is the new capacity of the Aquarium?
    • In order to respect social distancing measures and 3 metres between visitors (considering the family clientele), the Aquarium is operating at 65% of its regular capacity.
  • How do I buy my ticket online?
    • To buy your ticket online, just go to our website. You can then choose the date and time according to our availabilities. The procedure is simple and fast.
  • I have a membership; how do I book?
    • Aquarium du Québec members can come at any time without having to book a time slot. As usual, they'll have a dedicated priority line.
  • I have an undated daily ticket, a hotel ticket, or a ticket from a third party partner. How do I make a booking?
    • Holders of an undated daily ticket, a hotel ticket, or a ticket from a third party partner can arrive at any time without having to reserve a time slot.
  • I am a holder of an Annual Québec National Parks Card; can I book online?
    • Yes, holders of an Annual Québec National Parks Card can book a ticket online by using their card number. The discount will be automatically applied to the invoice.
  • Should I print my ticket?
    • Presentation of the electronic ticket, printed or on a mobile phone, and an identity document is enough. Entry to the site is only possible on the date and time selected.
  • Once my ticket is booked, am I guaranteed to enter immediately when I arrive?
    • A sufficient number of staff members will be on hand to ensure smooth and speedy service. Interior building capacity is also governed by social distancing norms. However, a certain waiting period may be required.

Mandatory wearing of masks in enclosed public places

  • In what enclosed public places do we have to wear a mask?
    • - National parks: discovery and visitors centres, shops, washrooms, rental centres, community halls, ASTROLab, etc.

      - Wildlife reserves: registration centres, shops, evisceration cabins, common areas of lodges, hotels, and inns, community halls, etc.

      - Tourist establishments: restaurants (except at one’s table), hotel corridors and common areas, shops, indoor pools, common washrooms, reception rooms (except at one’s table), rental centres, exhibition pavilions.

      Wearing a mask has been mandatory in the closed means of transport provided by Sépaq, including shuttles, since July 13, 2020.
  • Will you provide free masks?
    • Each person is responsible for bringing their own mask or face cover. Masks may be sold in some locations, subject to inventory availability.
  • Do we have to wear a mask in our lodging?
    • No, as these are not considered public places.
  • What happens to people who refuse to wear a mask in a closed public place?
    • Individual accountability remains necessary to ensure effective control of the spread of COVID-19. Those who refuse to wear a mask will be denied access to the enclosed public place.
  • Do employees have to wear the mask as well?
    • Sépaq employees who work in enclosed public places must also wear a mask, unless they are protected by a plexiglass.
  • Can the visor replace the mask?
    • No.

You have questions?

Please note that it’s still possible to contact one of our customer service advisors by phone or email.

Be Informed

Sign up for Sépaq emails to be the first to find out about our promotions, news and special offers.

Sign Up