Book Now Call: 250-877-9502
1. Policy Purpose and Scope
This policy establishes a consistent, fair and transparent framework for setting, communicating and applying prices for all accommodations, campsites, facilities, storage, mooring, rentals, packages and other products or services offered by Sustutdene Eco Resort Ltd. It supports financial sustainability, operational consistency, guest trust and long-term business growth.
This policy applies to owners, managers, reservation staff, guest services staff, contractors and any other person authorized to quote, discount, change, collect or refund Resort charges.
2. Related Documents and Order of Precedence
This policy is to be read together with the Resort Terms and Conditions, Product and Service Price List, booking confirmations, activity-specific agreements, rental agreements, Pet Policy, and Boat Storage or Mooring Agreements.
Control rule: Where a booking confirmation or signed agreement contains specific pricing or payment terms, that document governs the applicable booking. Where this policy conflicts with the Resort Terms and Conditions, the Terms and Conditions govern unless Management approves a written exception.
3. Pricing Philosophy
Sustutdene Eco Resort Ltd. is an Indigenous-owned eco-tourism resort located on Takla Lake. Pricing reflects the value of a remote waterfront location, quality accommodations, accessibility features, personalized service, sustainable operations, Indigenous tourism values and the cost of safely operating in a rural environment. The Resort aims to remain welcoming and competitive while protecting the resources required to deliver a high-quality guest experience and care for the land and water.
4. Pricing Objectives
- Maximize sustainable occupancy and revenue per accommodation.
- Encourage longer stays and increase weekday and shoulder-season bookings.
- Increase package, activity, rental and add-on sales.
- Maintain clear and consistent prices without dynamic pricing.
- Provide approved community, service and length-of-stay discounts without discount stacking.
- Support ongoing maintenance, staffing, accessibility, safety and environmental stewardship.
5. Rate-Setting Methodology
Management sets rates using operating and maintenance costs, staffing requirements, transportation and supply costs, facility quality, included amenities, accessibility, competitive positioning, demand patterns, guest feedback, capital improvements and required profit margins. Rates are not automatically adjusted based on occupancy, events, weather, booking window or last-minute availability.
6. Operating Seasons
| Season | Period | Pricing approach |
|---|---|---|
| Peak season | May–November | Published standard rates apply unless an approved promotion or agreement states otherwise. |
| Shoulder season | Set annually | Management may approve targeted promotions to increase occupancy. |
| Low season | Set annually | Availability and service levels may be limited; rates and packages require Management approval. |
7. Published Accommodation and Facility Rates
All rates below are in CAD and are subject to applicable taxes. A two-night minimum applies where stated.
| Accommodation / facility | Units | Capacity | Rate | Key inclusions / notes |
|---|---|---|---|---|
| A-frame cabin | 4 | 5 | $350/night | 2-night minimum; one accessible unit; full kitchen, bathroom, BBQ, propane heater, woodstove, bedding, towels and basic supplies. |
| Vintage cabin | 3 | 5 | $250/night | 2-night minimum; one accessible unit; full kitchen, bathroom, BBQ, propane heater, woodstove, bedding, towels and basic supplies. |
| Chalet | 1 | 14 | $3,500/night | 2-night minimum; accessible bathroom/shower; four king beds, twin bunk, two double sofa beds, games room and full kitchen. |
| Lodge | 1 | 50 | $500 / 4 hours $1,000 / 8 hours $1,500 / full day $2,500 / weekend | Weekend period: Friday 11:00 a.m. to Sunday 5:00 p.m.; accessible bathroom; equipped event kitchen. |
| Lakeside powered campsite | 8 | Per site | $50/night | 2-night minimum; electricity hookup; one vehicle included. |
| Non-lakeside unpowered campsite | 4 | Per site | $40/night | 2-night minimum; no electricity; one vehicle included. |
8. Storage, Mooring and Parking Rates
| Item | Rate | Conditions |
|---|---|---|
| Boat / boat trailer storage | $15/day or $500/season | Season runs May 1–November 1; separate storage agreement may be required. |
| On-dock boat mooring | $25/day or $150/week | Subject to availability and a separate mooring agreement. |
| Included guest parking | No charge | One vehicle included with each cabin or campsite booking. |
| Additional vehicle parking | $15/day per vehicle | Subject to designated parking availability. |
9. Add-On Charges and Guest Fees
| Fee / add-on | Rate | Policy |
|---|---|---|
| Pets | $30/night per pet | Maximum two pets; only approved pet-friendly units. |
| Pet Policy infraction | Minimum $250 | In addition to cleaning, repair, replacement, injury or damage costs. |
| Excessive cleaning | $250 | Charged where cleaning exceeds normal turnover requirements. |
| Firewood | $15/wheelbarrow | Subject to availability and fire restrictions. |
| Early check-in | $20 | Only when approved and operationally available. |
| Late checkout | $20 | Only when approved and operationally available. |
| Additional parking | $15/day per vehicle | Applies after the one included vehicle. |
| Damage deposits | See current Product and Service Price List | Applies to specified rentals, equipment and activities. |
10. Promotions and Special Offers
Promotions may be used to increase weekday, shoulder-season, repeat-guest or package bookings. Each promotion must have a written start date, end date, eligible booking dates, eligible products, exclusions, booking code or tracking method, approval authority and maximum discount. Promotions are not retroactive and do not apply to existing bookings unless Management approves a written exception.
11. Package Pricing
Packages may combine accommodation, meals, transportation, guided experiences, rentals, equipment or other services. Before approval, Management must confirm that the package price covers all direct and third-party costs, taxes, commissions, staffing, fuel, cleaning and an acceptable contribution margin. Package components should be listed clearly so guests understand what is and is not included.
12. Group, Event and Corporate Pricing
Group and event quotes may be prepared for weddings, retreats, conferences, family gatherings, educational groups, Indigenous organizations, government agencies and corporate clients. Quotes should account for accommodation inventory, Lodge use, setup and teardown, cleaning, staffing, security, equipment, meals, transportation, exclusivity, length of stay and cancellation risk. A signed agreement and deposit may be required before space is held.
13. Booking, Deposit and Payment Requirements
A deposit equal to 35% of the final booking price is required to confirm and secure a booking. The Resort Terms and Conditions currently state that the remaining balance is due 90 days before the booking start date, unless the booking confirmation states otherwise.
Reconciliation note: The information originally provided for this policy stated that the balance is due at check-in. Because the current Terms and Conditions state that the balance is due 90 days before arrival, staff must follow the Terms and Conditions until Management formally updates the governing documents and booking system.
Failure to pay an amount when due may result in cancellation in accordance with the Terms and Conditions. A valid credit card may be required to secure unpaid balances, damage charges, cleaning charges, pet fees, infraction fees, replacement costs or other amounts owing.
14. Cancellations, Refunds, No-Shows and Date Changes
Cancellation, refund, no-show and date-change rules are governed by the current Resort Terms and Conditions and the applicable booking confirmation. Staff must not promise a refund, credit or date change outside those rules without written Management approval.
Under the current Terms and Conditions:
- If a booking is cancelled more than 90 days before the start date, 50% of the deposit is non-refundable.
- If a booking is cancelled 90 days or less before the start date, the final booking price is non-refundable.
- Late arrivals, early departures, unused services, transportation delays, weather delays and no-shows are non-refundable unless the Resort expressly agrees otherwise in writing.
15. Taxes
| Category | Tax rate provided | Application |
|---|---|---|
| Cabins / accommodation | 5% GST + 8% PST | Apply to eligible accommodation charges. |
| Campsites | 5% GST | Apply to eligible campsite charges. |
| Products and services | 5% GST + 7% PST | Apply where the product or service is taxable. |
| MRDT | If applicable | Management must confirm registration and applicability before charging. |
Tax treatment can vary by product, bundled package and legal requirements. Management or the Resort accountant must confirm uncertain tax treatment. Published prices are exclusive of tax unless expressly stated otherwise.
16. Price Guarantees and Rate Changes
A confirmed booking will be honoured at the rate shown in its booking confirmation, subject to correction of obvious administrative errors, changes requested by the guest, additional services, taxes, fees, damages or other charges authorized under the Terms and Conditions. Later promotions or rate reductions are not applied retroactively.
All general rate changes require Management approval before publication. Updated rates must be applied consistently across the website, reservation system, printed materials, contracts and staff reference documents. Existing confirmed bookings are not repriced unless the guest changes the booking or a written agreement permits it.
17. Competitor and Performance Review
Management will review pricing at least quarterly and complete a comprehensive annual review before the primary operating season. The review should consider occupancy, average rate, total revenue, length of stay, weekday performance, shoulder-season performance, discounts used, package sales, guest feedback, operating costs and relevant competitor rates. The Business Plan identifies Tuki Lodge, Klahoose Wilderness Resort and Spirit Bear Lodge as comparison points, while recognizing that Sustutdene offers a distinct remote, Indigenous-owned eco-tourism experience.
18. Staff Responsibilities
| Role | Responsibilities |
|---|---|
| Reservation / guest services staff | Quote approved rates; verify eligibility; collect deposits and balances; apply taxes and fees; explain pricing accurately; document discounts; and refer exceptions to Management. |
| Managers | Approve discretionary discounts up to 15%; review quotes and promotions; monitor performance; resolve discrepancies; and ensure all channels show current rates. |
| Owners / authorized directors | Approve discounts above 15%, complimentary stays, major promotions, new rate structures, policy amendments and non-standard strategic agreements. |
| Accounting / administration | Confirm tax treatment, reconcile payments, maintain pricing records and report revenue, discounts, refunds and outstanding balances. |
19. Documentation and Recordkeeping
- All rates, discounts, promotions, complimentary items, refunds, credits and overrides must be traceable to an approved price list, promotion, contract or named approver.
- Guest-facing quotes must identify the accommodation or service, dates, quantities, minimum stay, included items, excluded items, deposit, payment deadline, taxes and applicable fees.
- Superseded price lists must be archived with their effective dates.
- Pricing records must be retained according to the Resort’s records-management and accounting requirements.
20. Policy Exceptions
Exceptions may be approved for service recovery, community partnerships, emergencies, charitable purposes, operational disruptions or strategic opportunities. Exceptions must be reasonable, documented, financially assessed and approved at the appropriate authority level. Staff may not create verbal exceptions that are not recorded in the booking or agreement.
21. Review and Amendment
This policy will be reviewed quarterly and comprehensively each year. Management may amend rates, discounts, fees, seasons or procedures as business conditions change. Any amendment must include an effective date, approval record and coordinated update of all related guest-facing and internal documents.