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COVID-19

Following the guidelines of Quebec’s public health in the region, the Casino Charlevoix is temporarily closed.

Meanwhile, play it safe, play online. Many of your favourite games are available to play online on our website!

COVID-19

Find out all the answers

Follow our how-to guide for your best bet to stay safe and still have fun

Every effort has been made to ensure your safety and that of our employees. The protective and preventive measures that we’ve put in place are based on recommendations issued by the Direction de la santé publique du Québec and the Commission des normes, de l’équité, de la santé et de la sécurité du travail (CNESST).

Find out all the answers

Follow our how-to guide for your best bet to stay safe and still have fun.

Every effort has been made to ensure your safety and that of our employees. The protective and preventive measures that we’ve put in place are based on recommendations issued by the Direction de la santé publique du Québec and the Commission des normes, de l’équité, de la santé et de la sécurité du travail (CNESST). We look forward to seeing you again!

Here’s your best bet on how to stay safe and still have fun.

Changes to our hours

To allow for a thorough disinfection of our establishment every day, we’ve made changes to our hours:

Thursday from 10 a.m. to midnight
Friday from 10 a.m. to midnight
Saturday from 9 a.m. to midnight
Sunday from 9 a.m. to midnight

Table games open at 11 a.m. at all times.

Monday, October 12 : Open from 9 a.m. to midnight

 

Sanitary measures and cleaning

During business hours, strict sanitary measures will be applied at all our customer contact points.

In addition, surfaces will be cleaned daily to the highest hygiene standards, and the frequency has been increased.

 

Reduced maximum capacity

To make physical distancing easier, we’ll be limiting the number of customers in the casino to 250 at a time.

 

Booking

If you plan on visiting the casino, we invite you to book your visit online using our new RSVP platform.

It’s the only way to get priority access to the casino.

Please note that we will not be accepting new visitors after midnight. Only customers who are already at the casino will be allowed to stay.

The RSVP booking tool: Frequently asked questions

Book now

Posters and signage

Throughout the casino, you’ll see signage indicating the hygiene and physical distancing measures to be observed. It’s important to follow the signs to ensure your own safety and that of others. For example, kindly respect the maximum number of people in an elevator and in the washrooms, or the directional arrows when moving around the casino.

 

Mandatory masks and face coverings

You must wear a mask or face covering in our establishment. This measure is dictated by public health authorities. 

 

Updates to our gaming, bar, dining, show and hotel offer

We’ve limited and adapted our range of products and services to comply with the hygiene and physical distancing guidelines issued by government authorities. 

 

Reconfiguration of gaming areas

Slot machines are available in accordance with physical distancing standards. The number of tables and customers per table will be limited to respect the mandatory distance of two metres between you and others. When this distance cannot be maintained, protective screens have been installed so that you do not come into contact with others. For all table games: you will not be able to touch any gaming equipment, including cards and chips. Lastly, Keno and poker are closed.

 

Hand sanitizing

You will be required to wash/sanitize your hands at the door, in several areas of the casino and when you leave. There are hand washing/sanitizing stations at the door and hand sanitizer dispensers available throughout the casino.

 

Distribution of stylus pens

You’ll be given a stylus pen at the door so that you avoid coming into contact with gaming devices.

Cleaning of chips

Note that measures have been put in place to ensure that chips are washed and disinfected once a day. 

 

Responsible gaming

In terms of responsible gaming, all of our services will remain available.

 

Workplace hygiene

Our employees are bound by strict hygiene rules to provide you with the safest possible service. Before coming in to work, our employees are required to complete a health self-assessment questionnaire.

 

Installation of protective screens

To ensure your safety and that of our employees, our various counters (e.g. our customer service counter) have been fitted with protective screens.

 

Other protective measures to be observed at all times

  • Stay home if you or a family member are exhibiting symptoms of COVID-19, or if you’ve been asked to self-isolate by public health authorities.
  • Keep a safe distance of two metres from others.
  • Sneeze or cough into your elbow.
  • Avoid touching your nose, eyes and mouth.
  • Wash your hands often.
  • Throw away your used tissues immediately.

These preventive measures have been put in place for the sake of everyone’s health and safety. Ensuring that our casinos stay safe is a shared responsibility, and we thank you for your cooperation.

We look forward to seeing you again!

Book your visit

Book your visit online and get priority access.

Directional arrows

To get the most out of your visit to the casino, look for the directional arrows,
which are designed to keep you safe while you have fun.

  • BOOKING


    If you plan on visiting the casino, you must use our booking system. This allows us to manage traffic and lineups in our establishments.

    Please note that we do not accept new visitors after midnight. Only clients already present at the casino can stay.

    Book now

    COMMUNICATIONS WITH CUSTOMERS


    We will keep you up to date regarding hygiene and physical distancing measures implemented in our casinos once we resume operations.


    WEBSITE


    Our website is updated regularly to provide all the information you need. Please visit it often.


    SOCIAL MEDIA


    We stay present on social media so that we can communicate with you effectively at all times.

  • PARKING LOTS


    • You’ll see posters in the parking lot reminding you of the establishment’s hygiene and physical distancing requirements.
    • As the coat checks are currently closed, we encourage you to leave your personal belongings in your vehicle. Although the casino provides surveillance in its parking lots, it cannot be held liable for any thefts that may occur. Therefore, we encourage you to bring as few personal belongings as possible when you come by.
    • Please note that backpacks, motorcycle helmets, umbrellas, etc. are prohibited in the casino.

    AT THE OUTDOOR ENTRANCE TO THE CASINO


    • A system to manage lineups, including physical markings and posters, has been put in place. You must keep a safe distance of two metres from others at all times.
    • Keep your booking confirmation on hand at all times.

    HÔTEL

     

    VALET PARKING

     

    • Valet parking is not available.

     

  • AT THE DOOR


    • Opt to use the automatic doors, if available. These will be kept open whenever possible.
    • You’ll see a poster at the door reminding you of the hygiene and physical distancing requirements.
    • An employee may check your ID or assess your health when you arrive.
    • Hand-washing and sanitizing stations have also been installed at the door to make it easier to sanitize your hands.
    • Items will be given to you when you arrive so that you can comply with our hygiene measures, such as a new stylus pen with a rubber tip to prevent contact with our slot machines’ touchscreens.
    • Have your booking confirmation on hand when you arrive and follow the instructions given by our staff.

    SECURITY


    Certain protocols have been updated, and new ones have been created due to the current situation. The measures that we’ve put in place aim to ensure your safety and that of our employees during interventions, including:

    • Contactless ID verification
    • First aid interventions
    • The handling of anyone who starts exhibiting symptoms of COVID-19
    • Private meetings with customers
    • Lost and found management

    ATMS


    • Lineups in the ATM areas are managed using floor stickers indicating physical distancing requirements.
    • A hand sanitizing station has been installed next to the ATMs to encourage you to sanitize your hands.
    • You’ll see a poster on how to maintain physical distancing. Please note that our ATMs are cleaned every 30 to 60 minutes.

    WASHROOMS


    • The cleaning products that we use are approved by Health Canada.
    • We’ve increased the frequency of complete washroom cleanings by 33%.
    • Washrooms are cleaned every two hours.
    • Urinals are closed in order to meet physical distancing requirements.
    • Because stall partitions provide protection, several stalls can be used simultaneously.
    • You’ll see floor markings inside the washrooms with instructions for physical distancing and accessing the sinks.
    • You’ll also see a poster indicating the maximum number of people allowed inside the washrooms based on the size of the room.

     

    COAT CHECKS


    • The coat checks are closed.
    • If you drive to our establishment, we encourage you to leave your personal belongings in your vehicle. Although the casino provides surveillance in its parking lots, it cannot be held liable for any thefts that may occur. Therefore, we encourage you to bring as few personal belongings as possible when you come by.
    • Please note that backpacks, motorcycle helmets, umbrellas, etc. are prohibited in the casino. ELEVATORS
    • Physical distancing rules are to be followed in the elevators. The maximum capacity is clearly stated.
    • The elevators are cleaned frequently. The control panel buttons are cleaned every hour.

    ELEVATORS


    • Physical distancing rules are to be followed in the elevators. The maximum capacity is clearly stated.
    • The elevators are cleaned frequently. The control panel buttons are cleaned every hour.
  • CUSTOMER SERVICE COUNTER


    • Our customer service counter has been fitted with protective screens.
    • Lineups in the reception areas are managed with floor stickers indicating physical distancing requirements.
    • Each new Casino Privilèges card will be sanitized and given to you contactlessly.
    • All other transactions will also be contactless.
    • The counter and equipment are disinfected after each customer’s visit.
    • The counter is fully cleaned every four hours.
    • You are required to sanitize your hands.

    Offers and events


    • Our offers remain in effect.
    • Our events have been cancelled.

    CASINO PRIVILÈGES PERKS


    • Prestige Plus members may contact their executive host if they have any questions or need assistance.
    • The high limits lounges are open, but the maximum capacity has been reduced. Hygiene and physical distancing rules have also been implemented.
  •  

    SLOT MACHINES

     

     

    • Slot machines are available in accordance with physical distancing requirements.
    • The slot machine attendant will activate the disinfected machine at the customer’s request.
    • The slot machine attendant will clean and disinfect the machine and seat before a customer sits down.
    • Slot machines are activated if physical distancing is ensured between each customer.
    • The slot machine sections are fully cleaned at closing time.
    • The majority of slot machine payouts will be conducted without human interaction. If a customer wins $5,000 or more, a slot machine attendant will come to the slot machine to pay them their prize.

     

    GAMING TABLES


    • The number of tables available and the number of customers allowed per table are limited to comply with physical distancing requirements. 
    • You must sanitize your hands when arriving at and leaving a table.
    • For all table games: customers must not touch any gaming equipment, including cards and chips (the full chip procedure is described below).
    • Protective screens have been installed between each customer, in front of the dealer and between dealers to comply with hygiene and physical distancing rules.
    • Gaming tables are fully cleaned three times a day, and are disinfected regularly.

     

    CHIP PROCEDURE

     

    Please note that chips must never leave the gaming table and must remain in the same place all day. You are not allowed to move chips.

     

    1. 1. Chip purchases

     

    • The dealer handles chip transactions.
    • The dealer places the chips in the area designated as the player’s bank on the gaming table.

     

    1. 2. During the game

     

    • The dealer is the only individual who handles the chips.
    • The dealer places bets according to the customer’s verbal instructions.
    • The dealer manages the customer’s winnings (chips won).

     

    1. 3. At the end of a game or when changing tables

     

    • The dealer will count your chips and print a cash-out slip.
    • The slip will be given to you contactlessly.
    • You will leave the gaming table with the cash-out slip and go to another table, slot machine, cash desk or automated machine to cash it out.

     

    1. 4. End of the day

     

    • All used chips are removed by the dealer in charge and thoroughly cleaned.

     

    KENO AND POKER

     

    • Keno and poker are closed. 

     

    LOTO-QUÉBEC SCRATCH TICKET DISTRIBUTORS

     

    • Self-serve Loto-Québec scratch ticket distributors have been switched off.

     

    CELEBRATING WINNERS

     

    • When celebrating winners, applicable hygiene and physical distancing rules must be followed.
    • From now on, no giant cheques will be handed out.

     

  • BEVERAGE CARTS IN GAMING AREAS

     

    • A beverage service will be available in gaming areas.

     

    SELF-SERVE STATIONS

     

    • Self-serve non-alcoholic beverage stations are closed.

     

    DINING AND RESTAURANTS

     

    • The requirements issued by public health authorities and the CNESST have been applied.
    • A pared-down dining service will be offered in our establishment.

     

    BARS, SHOWS AND NIGHTCLUBS

     

    • Bars, theatres and nightclubs are closed.

     

    OUTDOOR SHELTER

     

    • The layout of the benches has been adjusted to ensure physical distancing.
    • You’ll see a poster in the outdoor shelter indicating the maximum number of people allowed inside.
  • CASH DESK

     

    • The cash desk has been fitted with protective screens.
    • Gift chips are no longer sold at the cash desk.
    • Change can no longer be exchanged for bills using the mechanical counter.
    • Lineups at the cash desk are managed with floor stickers indicating physical distancing requirements.
    • Any card that has been handled will be disinfected when issued.
    • Equipment is disinfected after each customer’s visit.
    • You are required to sanitize your hands.
    • The entire cash desk area is cleaned every four hours.
    • The currency exchange counter is closed.

     

    EXIT

     

    • You’ll see a poster encouraging you to wash your hands before you exit the establishment. 
    • Taxi lineups are managed to ensure adherence to physical distancing measures.

     

    EMPLOYEES

     

    • Our employees are bound by strict hygiene rules to provide you with the safest possible service.
    • Before coming in to work, our employees are required to complete a health self-assessment questionnaire.
    • Personal protective equipment, such as face coverings, procedure masks, visors and disposable gloves, is provided to staff members.
    • Our employees are required to keep a safe distance of two metres from each other whenever possible.
    • Our staff is trained to respond appropriately to guests with COVID-19 symptoms.

Check out some photos of the measures that we’ve put in place.