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Guest Guidelines

How we keep the House a calm, safe, and comfortable home for every family.

GUEST GUIDELINES

Everything you need to know during your stay

These guidelines help us keep the House a calm, safe, and comfortable home away from home for every family. Tap any topic to read more.

Arrival & Departure

Check-In hours are between 9:00am – 8:00pm. Our Family Service team will pre-arrange a check-in time with you. If you are unable to check-in during regular hours, please speak to our Family Service team to discuss.

An approved Stay Request confirms your eligibility to stay but does not guarantee room availability. Because current families often do not know when their loved one will be discharged, availability changes daily based on medical needs. We understand how difficult this uncertainty can be, and our team will do everything possible to welcome your family on your requested date or as soon as a room becomes available.

Please let us know your expected check-out date as soon as possible. This helps us plan for incoming families who may be waiting for a room.

On your departure day, we ask that you vacate your room as early as possible so our housekeeping team can prepare it for the next family. If you need to remain at the House after checking out, we can safely store your belongings, and you’re welcome to relax in our common areas until you’re ready to leave.

The Mark Preece Family House is open 24 hours a day, and guests are welcome to come and go as needed.

Our Reception Desk is staffed daily from 8:00 a.m. to 9:00 p.m. Overnight, a Family Services team member is on-site from 9:00 p.m. to 8:00 a.m. for emergency assistance only.

House Rules

To help maintain a safe, healthy, and welcoming environment for everyone:

Smoking & Vaping: Smoking, vaping, and the use of cannabis are not permitted in the House or on House property (this includes our main entrance and outdoor patios).

Alcohol: Alcohol may not be consumed anywhere on House property except during House-approved events or functions.

Drugs: The use, possession, or distribution of illegal drugs is strictly prohibited. Prescription medications may be used only by the individual for whom they have been prescribed and must be used as directed.
Intoxication: For the safety and comfort of all, individuals may not enter or remain on the property while intoxicated or under the influence of alcohol, illegal drugs, or any substance that impairs their ability to behave safely and respectfully.

Weapons: Weapons of any kind, including firearms, knives intended for use as weapons, or any other item that could reasonably be used to threaten or harm others, are not permitted anywhere on House property.

We encourage guests to make themselves at home while being mindful that our common areas are shared with other families, visitors, volunteers, and staff. Please wear appropriate clothing and footwear whenever you’re outside your guest room. Bare feet and clothing that does not provide appropriate coverage are not permitted in shared spaces.

Quiet hours are observed from 10:00 p.m. to 8:00 a.m. to help ensure all families have the opportunity to rest and recharge. During this time, please keep voices low, turn down televisions and other entertainment devices, and close doors quietly.

As a courtesy to all nearby guestrooms, our Laundry Room is closed between 9:00pm to 9:00am

Many meaningful connections and friendships are formed between families during their time at The Mark Preece Family House. To respect everyone’s privacy, our staff and volunteers cannot provide information or contact details for other guests.

If you would like to stay connected with a family you meet, we encourage you to exchange contact information directly before your stay ends.

Visiting Hours are between 9:00am to 9:00pm. Visitors are required to sign in/out at the main Reception desk and respect the House guidelines.

The Mark Preece Family House is a shared home for families experiencing a challenging time. We ask all guests to follow our House guidelines to help maintain a safe, respectful, and welcoming environment for everyone. Guests who are unable to follow these guidelines may be asked to leave.

Food & Kitchen

Our communal kitchen is available for all families to prepare meals and store their own food. Please do not leave cooking unattended, and help us keep the space welcoming for everyone by cleaning up after yourself, including food, dishes, and cooking areas. Dishwashers, sinks, and cleaning supplies are available for your convenience. Please return shared items to their proper place after use so they are ready for the next family.

Please store personal food items in the designated family storage areas and label items when possible.

Any food placed in the House fridge is considered shared and may be enjoyed by other families.

Please do not leave food out on counters or in shared spaces.

To help maintain a clean, comfortable, and pest-free environment for all families, please enjoy meals and snacks in the dining room, living rooms, or patio areas rather than guestrooms. Cooking appliances and food should not be used or stored in guestrooms.

Housekeeping

Once you have checked in, your guestroom becomes your personal space to care for during your stay. Due to limited resources, housekeeping staff are not available to provide routine cleaning of guest rooms.

Cleaning supplies are available for guest use in the laundry room. We ask that families help keep their room clean and comfortable throughout their stay.

Garbage can be placed in the provided garbage bags, tied securely, and left outside your guestroom door. Our team will collect and dispose of it.

If you would like to exchange used towels or linens for fresh ones, please place items in the clear bags provided and complete the exchange slip, indicating which items you are returning and which items you need replaced.

Families are welcome to wash their own linens during their stay. If doing so, please wash linens separately or only with other light laundry items.

Complimentary laundry facilities are available on the second floor, across from the elevator, from 9:00 a.m. to 9:00 p.m.

Laundry detergent is generously donated and may not always be available. Families are welcome to provide their own if needed.

Please help us keep the laundry area ready for the next family by emptying the lint filter after each use and leaving washing machine doors open when finished to allow them to dry.

Amenities & Facilities

Families stay in private guestrooms with an ensuite bathroom. Room configurations vary and are assigned based on family size and availability, with options that may include twin, double, or queen beds, as well as single or multiple-bed layouts. Barrier-free guestrooms are also available.

Each guestroom includes a television, telephone service for incoming and local calls, and complimentary Wi-Fi access.

Our communal kitchen is available for all families to prepare meals and store their own food. Please do not leave cooking unattended, and help us keep the space welcoming for everyone by cleaning up after yourself, including food, dishes, and cooking areas. Dishwashers, sinks, and cleaning supplies are available for your convenience. Please return shared items to their proper place after use so they are ready for the next family.

Complimentary laundry facilities are available on the second floor, across from the elevator, from 9:00 a.m. to 9:00 p.m.
Laundry detergent is generously donated and may not always be available. Families are welcome to provide their own if needed.

Please help us keep the laundry area ready for the next family by emptying the lint filter after each use and leaving washing machine doors open when finished to allow them to dry.

Our living room, located just outside the main Reception area, is a shared space where families can unwind, connect with others, or take a quiet moment for themselves. Comfortable seating, a television, and complimentary coffee, tea, and snacks are available to help families feel at home.

The living room is accessible 24 hours a day for guests to enjoy.

Families are welcome to enjoy our two outdoor patio; located outside the kitchen and at the east end of the main hall. The spaces provide a place to relax, connect with others, and enjoy meals using the available BBQ.

Smoking is not permitted on the patios or anywhere on House property.

Families have access to complimentary parking in the lot located behind The Mark Preece Family House. Parking passes and/or transponders will be provided upon arrival for use during your stay.

As this lot is owned and operated by Hamilton Health Sciences and spaces are limited, we are able to provide one parking space per family to help accommodate all families staying at the House.

When leaving your guestroom or any shared space, please turn off televisions, radios, lights, and appliances. Your help conserving energy allows us to be good stewards of our resources and keep operating costs down so we can continue supporting families.

Safety & Security

The safety and security of our families, guests, volunteers, and staff is important to us. Families are responsible for personal belongings and any items left in their guestrooms or vehicle. An in-room safe is available for your use.

For the safety of everyone in the House, please allow staff and volunteers to answer and open the main entrance door for visitors and guests. If you have any safety concerns, notice anything unusual, or require assistance, please notify a member of our team.

Through Hamilton Health Sciences, the Walk-Safe Program provides guests with an escort when walking to or from the Hamilton General Hospital. This service is available 24 hours a day, 7 days a week to help families feel more comfortable and supported when travelling between locations.

To request an escort, please call 905-521-2100 ext. 46367.

Please review the fire safety plan located in your guestroom.

The Mark Preece Family House is a place for families and caregivers to stay while supporting a loved one receiving medical care. We do not have medical staff on-site and are not equipped to provide personal care or medical assistance.

Guests must be able to manage their own personal needs during their stay. If you require assistance with personal care, please make arrangements for your own caregiver or support person.

If a medical emergency occurs, please contact the Reception Desk for assistance or call 911.

If you notice any damage, experience an accident, or have a concern during your stay, please notify a member of the Family Services team as soon as possible. We appreciate your help in keeping the House safe, comfortable, and welcoming for everyone.

Support

Children are welcome to stay at The Mark Preece Family House and must remain under the care and supervision of their parent or legal guardian. Children under the age of 12 must be supervised by an adult at all times, including in guestrooms and shared spaces. Please note that staff and volunteers are unable to provide childcare or babysitting services.

As the House is a shared space for families, we ask parents and guardians to help children be mindful of other guests by keeping noise levels respectful, especially during quiet hours.

Service animals are welcome at The Mark Preece Family House.

Due to our shared communal environment and the need to consider the health, safety, and comfort of all families, guests, and staff, non-service animals may only be permitted in extenuating circumstances and will be considered on a case-by-case basis. Please speak with a member of the Family Services team in advance to discuss your situation and receive approval before bringing a non-service animal to the House.

Visiting Hours are between 9:00am to 9:00pm. Visitors are required to sign in/out at the main Reception desk and respect the House guidelines.

QUESTIONS ABOUT YOUR STAY?

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Call the House at 905-529-0770 with any questions about the guidelines or your stay.

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