Eligibility is determined by the Fairmont’s medical partners and is based on the assessments of individual family needs, said Melanie Coates, regional director of public relations for Fairmont Hotels & Resorts in central Canada.

But not every family is able to use this program, said Costa.

“It’s for families that are travelling from afar and are having financial difficulties in coming to hospitals to be with their loved ones,” she said, adding the hotel has been called “angels” by patients because they’re able to provide the service.

“It’s a very important program and I hope it continues to be offered every year,” said Costa. “It just makes such a difference to our patients.”

Along with the Fairmont location in Toronto, the initiative is also offered at the Fairmont Winnipeg, the Fairmont Palliser in Calgary and the Fairmont Hotel Macdonald in Edmonton.

“When you’re in a stressful situation, you want to put all of your energies on healing your loved one, not into securing accommodation and worrying about the logistics,” said Coates. “And it’s also a special treat to stay in a hotel.”

Coates said it’s part of the Fairmont’s culture to give back to the community.

“We receive heartwarming letters from past guests… And sometimes we maintain that connection over the years,” she said.

“Some of the people that have stayed here may be on a day pass so they can actually come to the hotel and relax with their family, but then they have to spend the night at the hospital. So we’re quite flexible with that.”