Code of Conduct
Creating Exceptional Experiences Together
Deerhurst Resort Guest & Homeowner Code of Conduct
Deerhurst is a place where families come back year after year, where friendships are made lakeside, and where our team works hard to make every stay feel effortless. Creating that kind of experience takes all of us — guests, homeowners, and team members alike — treating each other with courtesy, respect, and a bit of Muskoka hospitality.
Things don’t always go perfectly. When a service issue or unexpected problem comes up, our team is here to listen, respond with empathy, and work toward a fair solution. In return, we ask that everyone on property — guests and homeowners included — extend that same respect to one another and to our staff.
This Code of Conduct outlines our expectations so that every guest, homeowner, and employee can enjoy a safe, welcoming resort experience.
Respect for Our Team Members
Every Deerhurst Resort employee has the right to work in a safe, respectful, and professional environment.
We ask all guests and homeowners to:
- Treat employees with courtesy and respect.
- Follow reasonable instructions provided by Resort staff.
- Raise concerns calmly and respectfully.
- Recognize that employees are responsible for carrying out Resort policies on behalf of ownership and management.
The following won’t be tolerated, at any time, for any reason:
- Verbal abuse, yelling, or personal insults.
- Threatening, intimidating, or harassing behaviour of any kind.
- Discriminatory, hateful, or offensive language of any kind.
- Profanity directed toward employees or other individuals.
- Physical intimidation or unwanted physical contact.
- Deliberate interference with Resort operations.
- Refusal to comply with reasonable staff direction.
- Harassment through telephone, email, text message, social media, photography, or video recording.
Respect for Fellow Guests & Homeowners
A great resort experience is a shared one. We ask everyone to:
- Treat others with courtesy and consideration.
- Respecting personal space and privacy.
- Avoiding disruptive or inappropriate behaviour.
- Follow all Resort policies while using amenities and facilities.
- Follow reasonable direction from resort staff.
Alcohol & Substance Use
Guests and homeowners are expected to comply with all applicable laws and Resort policies governing alcohol and cannabis.
Outside alcohol is prohibited in licensed areas and may only be consumed within the privacy of your resort guest accommodation.
Individuals whose behaviour—whether due to alcohol, drugs, or any other cause—compromises the safety, comfort, or enjoyment of others may be refused service or asked to leave the property.
Behaviour That Isn’t Okay Here
This isn’t an exhaustive list, but it covers the big ones:
- Harassment of employees, guests, or homeowners
- Threats or acts of violence
- Property damage, vandalism, or theft
- Fighting or aggressive behaviour
- Excessive intoxication resulting in disruptive conduct
- Abuse or misuse of homeowner privileges
- Conduct that interferes with Resort operations
- Behaviour that jeopardizes the safety or enjoyment of others
How We Respond
Where behaviour is inconsistent with this Code of Conduct, Deerhurst Resort will respond in a way that fits the situation. That could mean:
- Providing a verbal or written reminder or warning
- Refusing service temporarily or permanently
- Removing an individual from a Resort outlet or amenity
- Requiring an individual to leave Resort property
- Suspending or revoking homeowner privileges, where applicable
- Contacting law enforcement when necessary to protect the safety of individuals or Resort property
Our management team will use their judgment to determine the appropriate response based on the specific circumstances of each situation.
Thank you for helping us keep Deerhurst a respectful, welcoming place for everyone who visits, lives, works, and plays here.