Frequently Asked Questions

Welcome to Whistler Platinum. Booking a vacation rental can come with many questions and we are here to help! The following list of frequently asked questions over the years will help you with booking your vacation with us. If you don’t find the answer to the question you have, please don’t hesitate to call us at 1.877.932.1777 or email us at A Whistler-based customer service agent is standing by and ready to help.


Where is Whistler located?
Whistler is located in the Coast Mountain Range, 120 km north of Vancouver, British Columbia on the west coast of Canada. The drive from Vancouver to Whistler is about 2.5 hours along the scenic Sea to Sky Highway. Find driving directions and information here.
Where is the closest airport?
Vancouver International Airport (YVR) handles domestic and international flights and is located a scenic 2.5 hour drive south of Whistler. The South Terminal of Vancouver Airport handles private aircraft. Transportation to the resort is available by shuttle bus, limousine, SUV and helicopter (weather dependent). During the summer months, regular and charter floatplane services are available.
Can you explain the different locations in Whistler?

Whistler Village – Whistler Village accommodations are literally steps from both Whistler and Blackcomb gondolas, meaning you can walk out your front door or lobby and be on the slopes in minutes. You’ll also enjoy the convenience of having all of Whistler Village’s shops, services, and restaurants right at your doorstep.

Village North – Village North offers the perfect blend of convenience and seclusion. It is centered around a marketplace (IGA Marketplace) complete with a supermarket while remaining within easy walking distance of the main Village and both the Whistler and Blackcomb gondolas.

Upper Village (Benchlands) – Located at the base of Blackcomb Mountain, the Upper Village offers alpine seclusion while still being just steps from the hustle and bustle of Whistler Village. Set amidst towering pines, these lodging options will have you on the slopes (or the first tee of the Chateau Whistler Golf Course) in minutes. The Upper Village is a great option for families offering easy ski-in/ski-out access and a free shuttle to and from the Village.

Creekside – Whistler’s original base area for the ski hill, Creekside is located a 5-minutes drive south from Whistler Village. The Creekside gondola offers easy and convenient ski-in/ski-out access to Whistler Mountain.

Taluswood is a mountainside development on the slopes of Whistler Creekside and is comprised of 5 neighbourhoods: Taluswood (Phase 1), Taluswood – The Bluffs, Taluswood – The Heights, Taluswood – The Lookout and Taluswood – The Ridge. Taluswood offers the highest on mountain living in the Whistler Valley with southern exposure and scenic views.

Kadenwood is a luxurious private community of 5-star homes located high on Whistler Mountain. Properties feature stunning scenic views and have access to their own private gondola.

Blueberry Hill – The homes in the prestigious Blueberry Hills neighbourhood all feature gorgeous Whistler inspired architecture and stunning views of Whistler & Blackcomb, as well as all of the Arnold Palmer designed Whistler Golf Course. Homes are approximately a 7-minute drive to the main Whistler Village.

Nicklaus North – Nicklaus North is situated on the south end of Green Lake about a 7-minute drive north of Whistler Village. The neighbourhood is centred around the Jack Nicklaus-designed golf course, with many homes backing directly onto the fairways and feature panoramic lake and mountain views.


What is a King Split Bed?
A king split bed offers the option for a bedroom to be made up as one regular king sized bed with a special and comfortable mattress topper or the option of having the room set up as two twin beds.
What is a Tri-Bunk Bed?
A tri-bunk bed consists of a double bed on the bottom and a single bunk on top.
Are the bathrooms stocked with towels and a hairdryer?
Is the kitchen stocked with crockery, pots and pans, coffee maker, blender, toaster and microwave?
Will my accommodation have a washer and dryer?
Yes. All of our vacation rentals offer either in-suite laundry or shared laundry in the building.
Will my accommodation have wireless internet access, TV, TV cable or satellite service?
All of our accommodations have these amenities. However, not all homes feature additional TVs in the bedrooms. If this is important to you, please let us know at the time of booking so that we may confirm for you that your accommodation has the amenities you desire or point you in the direction of a property which does.
Does my accommodation have air conditioning?
Most homes and condos in Whistler, including the majority of our accommodations, do not have air conditioning. If air conditioning is important to you, please make sure to ask us about units that do come equipped with air condition at the time of booking.
Are daily cleaning services included?
No, daily cleaning services are not included. Your property will be fully cleaned and prepared for your arrival with fresh sheets, towels and amenities. For guests staying eight (8) nights or longer a complimentary mid stay clean and linen change will be scheduled. Laundry facilities are available at all properties either in-suite or in the building. If you would like to pay for any additional cleaning during your stay, please contact us and we’ll do our best to arrange this.
I am bringing a very expensive bike, can I store my bike in the home?
We do not allow bikes inside any of our homes but we understand how important your bike is and that secure bike storage is a primary concern when choosing accommodation. Please refer to our selection of bike-friendly accommodation, many of which are close to Whistler Blackcomb’s Bike Park and offer private single or double garages where you can securely store your bike(s).
Can I bring my pet?
Pets are only permitted in designated pet-friendly properties and additional cleaning fees will apply. The following hotels also accept pets; Four Seasons Resort Whistler, The Fairmont Chateau Whistler, Westin Resort & Spa, Hilton Whistler Resort & Spa, Pan Pacific Whistler Village Centre and Summit Lodge & Spa.

Whistler Platinum understands that your pets are dear to you; however, when booking a non-pet-friendly accommodation we request that you leave your pets at home as they will be refused entry to a non-designated pet-friendly property. A $500 fine is charged to guests for pets or evidence of pets found in units not designated as pet-friendly.

Does the kitchen come stocked with any food items?
We supply salt, pepper, and coffee filters. So when grocery shopping for your stay, don’t forget things like:

  • spices
  • condiments
  • food wrapping (saran wrap, tin foil)
  • coffee and tea
  • olive oil

For our guests’ convenience, Whistler Platinum provides a ‘starter’ supply of dish soap, dishwasher detergent, laundry detergent, toilet paper, paper towels and garbage bags.

Please visit our Whistler’s Local Grocery and Liquor Store web page for more information and to pre-order your groceries online.

Does the bathroom come stocked with any items?
For your convenience, Whistler Platinum provides a ‘starter’ supply of travel size shampoo, conditioner and bar soap, and towels.


How do I make a reservation?
You may book your vacation rental directly on our website or call (1-877-932-1777) or email ( us with your dates and preferences. We are happy to learn what is important to you and to suggest accommodations with those features. We will need to know how many adults and children are in your party as well as your contact information (mailing address, home/cell phone numbers and email address) to complete your reservation.
What is the minimum age requirement to make a reservation?
No guest younger than 30 years of age on the day of check-in will be permitted to rent or occupy a vacation rental of 4+ bedrooms unless accompanied in the same property by a parent or guardian. This age requirement is reduced to 25 years of age for 1, 2, and 3 bedroom properties.

WARNING guests that do not meet the minimum age policy will be denied check-in or will be required to vacate a rented property. No refunds or other compensation shall be due from the management company to anyone as a result of the denial of occupancy to an underage guest or other accompanying guests. Whistler Platinum reserves the right to ask for proof of age.

What forms of payment do you accept?
We accept payment by Visa, MasterCard, American Express and Wire Transfer.
When are payments due? What is the cancellation policy?
At the time of booking, a non-refundable deposit of 30% of rent plus tax is required to complete your reservation. We accept Visa, MasterCard, American Express, and bank transfers. The balance of your stay is automatically charged 60 days prior to arrival. For bookings made within 60 days of arrival, the full amount will be charged at the time of booking and is non-refundable. The credit card on file will be billed automatically for any unpaid balance on the date the full payment is due unless you make alternative payment arrangement.
What is the Property Damage Protection Plan?
The Property Damage Protection Plan is a one-time per-reservation non-refundable fee that provides a damage waiver that covers accidental or inadvertent damages to the rental home like carpet spills, broken glasses or kitchenware, and stains on furniture. This damage waiver is provided by and administered by Whistler Platinum and is not an insurance policy. The value waived is based on the property size and location and is outlined below.

  • $29 Provides up to $1,000 damage protection
  • $49 Provides up to $1,700 damage protection
  • $69 Provides up to $3,000 damage protection
  • $99 Provides up to $5,000 damage protection
What is a credit card pre-authorization?
A pre-authorization is a temporary hold of a specific amount of the available balance on a credit card. The pre-authorization is not a charge.
When does the pre-authorization get released from the credit card?
This depends on your individual credit card company, but typically the pre-authorization will be released within 7 to 10 days.
Is booking online through secure?
We use GeoTrust SSL Certificates to offer secure communications by encrypting all data to and from our site. The GeoTrust Trusted Site Seal is a visible, real-time assurance that our site is protected by one of the most trusted digital certificate providers on the Web.
Why should I book with Whistler Platinum?
Our staff work, live and play in Whistler every day. We pride ourselves on the quality and knowledge of our team, the breadth of our product, our attention to detail and above all our unrivalled service. We’re on hand to help you 7 days a week, 365 days a year. With Whistler Platinum, you can be sure this will be your best Whistler vacation yet.


Where do I check-in?

Woodrun Lodge
4910 Spearhead Place
Whistler, British Columbia
Front Desk Number (on Arrival Date): 1.604.932.0100

Front Desk Hours

Is there parking at my vacation rental?
All of our vacation rentals have at least one assigned complimentary parking spot; except for our units in Le Chamois, The Glacier Lodge and any Whistler Hotel where the cost of parking is an extra charge. This cost can range from $15 – $35 per night. Payment is required on site.
Do I have to park in the assigned stall?
Please ensure that you are parked in the correct stall assigned to your unit. Parking elsewhere may lead to your car being towed at your own expense. All complexes are privately owned and managed and we cannot guarantee that your car will not be towed if parking procedures are not followed. If someone has incorrectly occupied your assigned stall, please use a VISITOR stall and contact our office immediately.
We have 2 or more cars, where can I park these?
Some homes offer additional guest parking in designated spots. For those that do not:

Village Day Lots (Winter)
No overnight parking is permitted in the Village Day Lots November 1 to March 31 to allow for snow clearing and maintenance.

Village Day Lots 4 and 5

  • $5 per day
  • $2.50 per hour
  • $50 monthly rate (limited availability)

Village Day Lots 1, 2 and 3

  • $10 per day
  • $2.50 per hour

Village Day Lot East (Oversized vehicles)

  • $20 per day
  • $5 per hour

Village Day Lots (Summer) (Subject to change summer 2020)
Village Day Lots 4 and 5 are free for a maximum of 72 hours.

Village Day Lots 1, 2 and 3

  • $8 per day
  • $2 per hour
  • FREE after 5 pm
  • 10X day rate pack – $65
  • 30 Day Pass – $30
  • All Whistler Hotels offer paid parking options year-round.

Advanced Pay Parking: There are also a number of paid parking alternatives in Whistler Village that offer convenient access and they are heated/covered.

Overheight Parking
Most homes will only accommodate vehicles under 6’8″ but there is overheight parking available at Town Plaza up to 12’2″ at a rate of $30 per day or in the Village Day Lots in the summer.

Please note, all parking information is subject to change. Check the Whistler Blackcomb website for further information.

Is there any overheight parking?
Most homes will only accommodate vehicles under 6’8″ but there is overheight parking available at Town Plaza up to 12’2″ at a rate of $30 per day or in the Village Day Lots in the summer.
What if I am arriving late?
For after hour check-ins and once you arrive into Whistler, at the first set of traffic lights past the Welcome to Whistler Sign, please call Sea to Sky security at 1.604.905.9909 to alert them of your imminent arrival. From there, please proceed to the Woodrun Lodge where the security agent will meet you to complete your check-in.


Can I have a Wedding, Bachelor, Bachelorette Party at one of the properties?
The properties we manage are located primarily in residential areas, for this reason, we do not allow their use for weddings, receptions, stag parties or reunions. The maximum number of guests allowed at a property is indicated on the property page. This policy is in place for the benefit of the surrounding neighbourhood, to minimize wear and tear, and because of parking limitations.

Further Questions

Do you supply baby equipment?
Baby equipment (baby gate, high chair or portable crib) is available for rent through Baby’s On The Go. Visit or email to place your order (please mention you are a guest of Whistler Platinum so access details can be arranged on your arrival date). If you prefer, at the time of booking, please let us know what equipment is required and will arrange it for you.
Can you help me book activities?
Yes, we will be delighted to assist you with booking any activities you would like to do while in Whistler. Whistler Platinum offers a complimentary full-service concierge service with our vacation rentals and we can help with almost anything during your stay in Whistler.
Can you help me reserve a rental car?
Yes, we will be delighted to assist you with a car rental reservation. Please let us know your arrival and departure dates and times and what size or style of car you would like to reserve. We will send you an email with a quoted cost for you to approve.
Can I add lift tickets after I make my reservation?
Yes, we will be delighted to assist you with booking your lift tickets after you have booked your accommodation. Please call (1-877-932-1777) or email ( us to let us know the name of the ticket holder, the type of ticket (adult, senior, youth, child, tot), the number of days of the ticket and the start date of the ticket.

Example: John Smith, Adult, 4 of 5 Day Ticket starting December 2.

What time do you recommend to book a shuttle to and from Whistler?
We recommend booking the shuttle to Whistler approximately 1 hour after your flight lands to allow for customs and baggage. We recommend booking your return shuttle to YVR from Whistler, 5 hours prior to your flight’s scheduled departure.
Is there a local grocery store?
Whistler Platinum has partnered with Nesters Market Where the Locals Shop! to make grocery shopping easy. Place your grocery order online and have them delivered right to your vacation home – ready and waiting for your arrival. Please visit our Whistler’s Local Grocery and Liquor Store web page for more information and to pre-order your groceries online.
What if something happens while I’m in-house? Who can I call?
Our Front Desk and Guest Experience Teams are available throughout your stay to help with any questions you may have about the home, Whistler and are happy to make recommendations and book activities for you. If it is after-hours, there is always a Manager on Duty that can be reached to assist you, by selecting the after-hours emergency option when dialing the main office number: 1.604.932.0100.
Is the hot tub cleaned before I arrive?
Whistler Platinum ensures that all private hot tubs are maintained regularly. Although hot tub maintenance is scheduled around reservations, occasionally a tub may need to be drained and refilled on the day of arrival or during a guest’s stay to ensure that water standards remain high. This maintenance is unavoidable and may result in the hot tub not being available for 24 hours. Please note Guests use hot tubs at their own risk.
Contact Us
If you have any other questions, about anything at all, just drop us a line – or see the rest of our contact details here.