COVID-19: Preventive measures, 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).

Vaccination passport

  • If I want to make a booking, for which Sépaq products or activities will I have to show my vaccination passport?
    • Here is the list of products, activities, and infrastructures for which the vaccination passport will be required for those 13 years of age and older as of September 1, 2021:

      - Access to Aquarium du Québec.
      - Guests of Auberge de montagne des Chic-Chocs, except for hunters who will have access to a take-out service.
      - Bars and restaurants, including patios, which will continue to keep a user register.
      - Outdoor events and festivals where the number of participants exceeds the number permitted for gatherings in an outdoor public place (50 people).
      - Rental of water sports equipment (canoe, kayak, rafting, pedal boat, etc.) to two or more people solely as part of an organized or guided activity.
      - Conventions and conferences.
      - Access to the Astrolab.
      - All types of halls or venues where performing arts, sports matches, or films are presented.
      - Access to an auditorium.
      - Cruises, including trips by riverboat or zodiac to Hautes-Gorges-de-la-Rivière-Malbaie and Fjord-du-Saguenay national parks.
      - Training rooms.
      - Indoor pools.
      - Shuttle services, only if used as part of an organized or guided activity.
  • If I want to make a booking, which Sépaq products or activities do not require a vaccination passport?
    • Here is the list of products, activities, and infrastructures for which the vaccination passport will not be required:

      - All accommodation bookings (cabin; ready-to-camp unit; campsite; room at a hotel, lodge, or inn; hut, etc.).
      - Hunters (only) using Auberge de montagne des Chic-Chocs, who will have access to a take-out service. Resort guests must present their passport.
      - Any hunting or fishing activity.
      - Hiking, biking (road and mountain), cross-country skiing, downhill skiing, stand-up paddle boarding, via ferrata, Arbraska Duchesnay, zipline.
      - Access to outdoor facilities for team sports or physical activity (e.g. skating rink, volleyball court, tennis court).
      - Rental of individual equipment.
      - Rental of water sports equipment for two or more people (canoe, kayak, raft, pedal boat), except in the context of an organized or guided activity.
      - Hall rentals for private indoor gatherings of 25 people or more, even if meals/alcohol are served (except for those held in bars and restaurants, including on patios).
      - Access to discovery and visitors centres and washroom facilities.
      - Multi-purpose rooms; e.g., eating lunch in the common area of a discovery and visitors centre, is permitted.
      - Ceremonies (except for the meal component).
      - Shuttle bus services, unless used for an organized or guided activity.
      - Cable cars.
      - School groups (overnight stays are not permitted).
      - Spas and saunas.
      - Museums.
  • Who must present a vaccination passport when required?
    • Persons aged 13 years and over.
  • When do we have to show our vaccination passport as required?
    • Starting September 1, 2021.
  • In what form can we present our vaccination passport?
    • 1. In paper format.
      2. In PDF format on your mobile device.
      3. By way of the VaxiCode application (App Store, Google Play).
  • What is the policy for people from outside Quebec?
    • Persons travelling in Quebec must present proof of photo identification and proof from their country or Canadian province that they have received two doses of a recognized vaccine from among the following:

      1. Pfizer
      2. Moderna
      3. AstraZeneca
      4.Covishield
      5.Janssen (requires only one dose)

Establishments in green zone

  • What do "green" designation of a region mean for Sépaq?
    • "Green" designation of a given region by government authorities mean that special rules apply at the Sépaq establishments located therein.
  • Which establishments are targeted by the green designation?
    • All Sépaq establishments are targeted by the green designation.
  • What special new measures apply to establishments located in green zones?
    • At all these establishments, Sépaq requests its guests to rigorously comply with additional specific rules issued by the public health authorities:

      - Indoor private gatherings: maximum of 10 people from different addresses or all occupants of 3 residences. Physical distancing and wearing a mask are still strongly recommended.
      - Outdoor private gatherings: maximum of 20 people from different addresses. Physical distancing is strongly recommended.
      - Only three family units or 10 people from different addresses may rent an accommodation unit at any given time.
      - Sports and recreation: outdoor activities permitted for a maximum group of 50 people, regardless of the number of addresses. Indoor activities permitted for a maximum group of 25 people, regardless of the number of addresses. A distance of 1 metre must be maintained between persons who do not reside at the same address.
      - Food service areas are open. A maximum of 10 people may be seated together at the same table (indoor). Outdoor terraces can accommodate a maximum of 20 people per table. A guest register is maintained. Bookings are required.
      - Gift shop and convenience store are open.
      - Wearing of a mask is mandatory in all places where it is required. Wearing a mask outdoors is still strongly recommended if the one-metre distance guideline cannot be maintained.
  • If I must travel from one region to another to get to one of your establishments, can I do so?
    • Sépaq's position for its establishments is in line with that of the Quebec government for the regions: interregional travel are permitted. Also, interprovincial travel between Quebec and Ontario is now allowed. Visitors from Ontario are subject to the same obligations as Quebec residents with respect to the sanitary rules in effect in the different color zones.
  • 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?
    • For residents in the yellow zone, only members of two family bubbles may meet indoors. For residents in the green zone, only three family units or 10 people from different addresses may rent an accommodation unit at any given time.
  • 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: fill out our online form or contact us by phone at 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 is it necessary to book your parking space online for national parks with high volume beaches such as Mont-Orford, Yamaska, and Oka?
    • A beach parking permit purchased online prior to arrival guarantees the holder access to the beach. It also improves traffic flow at the park's access booths by reducing the number of on-site transactions. This way you can also find out if there are still spaces available and therefore avoid unnecessary trips when the maximum capacity is reached.
  • What are the terms and conditions of the beach access parking fee?
    • You can book your parking space up to 30 days before your visit. It is only refundable if the beach is not accessible. The beach parking fee must be paid in addition to the park entrance fee. Both daily fees must be paid for online. Annual card holders must also purchase a beach parking permit online prior to arrival.
  • Why is there an additional fee for beach parking on top of the park entrance fee?
    • This is not new. The purpose of charging for parking at high volume beaches is to cover the increased administrative burden (parking management, more lifeguards, cleanup) that this offer entails.
  • 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).

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?
    • Due to the exceptional circumstances, we have relaxed our modification and cancellation policies. To do so, please fill out our online form.

Accommodations

  • Who is allowed to stay together in an accommodation unit?
    • For residents in the green zone, only three family units or 10 people from different addresses may rent an accommodation unit at any given time.
  • 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 position for its establishments is in line with that of the Quebec government for the regions: interregional travel are permitted. Also, interprovincial travel between Quebec and Ontario is now allowed. Visitors from Ontario are subject to the same obligations as Quebec residents with respect to the sanitary rules in effect in the different color zones.
  • 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.
  • Are share shelters open?
    • Some shared shelters are open  on an exclusive basis 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

Day fishing

  • Can I change my day fishing booking?
    • If you wish to change your booking, please contact us.
  • How and when can I purchase my day fishing access right?
    • You must purchase your day pass online or by phone until the day before your day fishing activity. After 6:00 a.m. the same day, it is no longer possible to do so.
  • How must I present my access right?
    • You must have a valid day fishing access right with you. There are two options:

      • Print enough copies of the access right to have one with you and another visible on the dashboard of your vehicle during your day fishing activity.

      • Have your electronic access right on your smartphone or tablet. We suggest that you download or take a screenshot of it since the mobile network is not available everywhere.
  • With whom can I go day fishing?
    • For people who do not live at the same address, the distance of 1 metre must be respected in the rowboat. Persons residing at the same address may respect the capacity of the boat (up to 4 people, including 3 adults, for a Sépaq rowboat).
  • Will the registration centres be open?
    • Certain registration centres are open. The schedule of registration centres and the services offered on site are subject to change. A few days before your activity, please consult the services offered based on the fishing destination you’ll visit.
  • Are you going to sell fishing licences, lures, and bait at registration centres?
    • Certain wildlife reserves are selling fishing licences, lures, and bait at those registration centres which are open. The schedule of registration centres and the services offered on site are subject to change. A few days before your activity, please consult the services offered based on the fishing destination you’ll visit.
  • Where am I supposed to record my catches if registration centres are closed?
    • Recording catches is mandatory. A few days before your activity, please consult all instructions regarding recording your catches based on the fishing destination you’ll visit. Paper copies of the catch recording table will be available on site for electronic access right holders.
  • Will the spaces to gut fish be open?
  • Is it possible to rent a motor for my day fishing activity?
    • Motor rental services aren’t offered at our destinations at this time. A few days before your activity, please consult all instructions pertaining to motor rental based on the fishing destination you’ll visit.
  • Are rowboats cleaned between each client?
    • Watercraft, paddles, and all other related equipment won’t be cleaned. You must bring whatever you need to clean equipment before use. The use of soap or biodegradable disinfectant is recommended.
  • What equipment should I bring for my day fishing activity?
    • Bring your own personal flotation device (PFD). Have disinfecting material on hand to clean your watercraft, paddles, and any other related equipment before use. So you don't forget anything, you can print a check list (in French only) which will be useful when you gather your equipment.
  • Where can I find the map to learn where my lake is located?
  • When can I get advice from your experts about my day fishing lake?
    • Our website is chock full of information to fully prepare you for your day fishing activity. Consult, among other things, the Fishing tips section. To properly use your equipment and review your knowledge, you can consult L’ABC de la pêche (ABC of fishing) document available for downloading. You can also visit the information tab of the fishing destination you’ll visit to learn more about the fishing offer and its special features.

Aquarium du Québec

  • Will Aquarium du Québec remain open?
    • Aquarium du Québec is open since May 13, 2021.
  • 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 valid as of April 1, 2021, will be informed about an extension of their subscription by two 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

  • Do I have to wear a mask when engaging in outdoor activities?
    • In green zone, wearing a mask outdoors is still strongly recommended if the one-metre distance guideline cannot be maintained.
  • 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.
  • 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.
  • 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.

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