Frequently Asked Questions
How much coverage do I have for counselling services?
Where are the counselling services located?
How can I pay for my session?
Payment options include:
Do I need to pay upfront?
Michael offers direct billing through Manulife.
Amber, Dr. Jessica and Oana require payment is required upfront. After payment, you will receive a receipt to submit to Manulife for reimbursement.
How does reimbursement work?
After paying for your session, submit the receipt to Manulife.
What about colleagues not yet eligible for benefits?
If you are not benefit-eligible, you can access 3 FREE counselling sessions, fully paid by the hotel.
What is the cancellation policy for Chateau Lake Louise?
Please notify your counsellor as soon as possible if you need to cancel or reschedule.
What is the cancellation policy for Banff Springs?
Please notify your counsellor as soon as possible if you need to cancel or reschedule.
- All colleagues with benefits receive $5000 annually for counselling through Manulife!
- If you're not yet benefit-eligible, the Hotel offers 3 complimentary sessions.
Where are the counselling services located?
- Banff Springs: Appointments are held in the Elevation Room in the Cascade building, near the housing office. There is a seating area outside if the door is closed.
- Lake Louise: Sessions take place on the top floor of the Colleague Services building, in Mistaya (Room 2021). Couches are available nearby, if you arrive early.
- Rimrock: Details Coming Soon
How can I pay for my session?
Payment options include:
- Direct billing: Michael offers this for on-site counselling at Chateau Lake Louise
- Credit card: Add your card to the Jane App where you booked your appointment.
- E-transfer: Send payment to the email address provided by your counsellor after your session.
Do I need to pay upfront?
Michael offers direct billing through Manulife.
Amber, Dr. Jessica and Oana require payment is required upfront. After payment, you will receive a receipt to submit to Manulife for reimbursement.
- Banff Springs: If you face financial constraints, please reach out to [email protected] or your counsellor for assistance.
- Lake Louise Team: If you face financial constraints, please reach out to Rebekah or your counsellor for assistance.
- Rimrock Team: Details Coming Soon.
How does reimbursement work?
After paying for your session, submit the receipt to Manulife.
- Many colleagues find the process quick and easy.
- Resources and guides are available for those needing support with submission.
What about colleagues not yet eligible for benefits?
If you are not benefit-eligible, you can access 3 FREE counselling sessions, fully paid by the hotel.
What is the cancellation policy for Chateau Lake Louise?
Please notify your counsellor as soon as possible if you need to cancel or reschedule.
- Late cancellations may incur a fee for cancellations within 7-days.
What is the cancellation policy for Banff Springs?
Please notify your counsellor as soon as possible if you need to cancel or reschedule.
- Late cancellations may incur a fee for cancellations within 48-hours.
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