Frequently Asked Questions
As Horizon North Suncor Firebag Village, we want to ensure that your stay at our lodge is smooth and stress-free. That’s why our knowledgeable staff is always on hand to answer any questions and provide assistance whenever you need it.
We understand that working away from home can be overwhelming, and we’re here to help alleviate any concerns you may have. Feel free to reach out to us any time, and we’ll be sure to provide you with prompt and helpful answers.
Dining Room Hours
Breakfast & Dinner
4:30 to 9:00
16:30 to 21:00
Smoking & Vaping Areas
These areas are located in Blue Flagged Areas outside.
Drinking Water
Water coolers are located around the lodge, in every STR dorm in the middle lounge, or next to the laundry room in the LTR.
Laundry Room
Laundry Facilities are located at the beginning of the Dorm in the STR and just outside of the Dorm Hallway in the LTR.
Camp Quiet Times
We kindly request that guests observe quiet hours between 11:00pm to 5:00am and 11:00am to 5:00pm to ensure a peaceful environment for all occupants and shifts.
ATM Locations
There are 3 ATMs available for guest use.
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One in the hallway in the STR just past VHF.
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One in an old phone booth in the Gym hallway.
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One is in the hallway on your way to LTR 3.
Fitness Centre
Guests have access to the regular, Heavy Lifting and womens only fitness centers, which are open 24 hours a day.
Fitness classes are held daily, please see the recreation page for scheduling.
Lost Room Card
If you have lost your keycard, please report it to the front desk immediately.
We will verify your identity and provide a replacement key, following our security protocols.
Maintenance Issue
You can report a maintenance issue or request repairs by arriving at the front desk and to the right hand side is a side writing desk with a binder.
That is where guests can write their issue needing attention and see what the fix was when a BO or BOA has rectified the problem.
If a guest does not have water, power, heat, air conditioning we will move them immediately.
Lost and Found
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Room:
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The item will be brought to VHF after the room is cleaned and disposed of after 30 days.
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Public areas:
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These are at the responsibility of the guest.
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Bus:
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A driver would have taken it to security.
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Value of over $100:
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These are taken to security immediately, if we receive them (E.g. Airpods, Watches, Tablets, Fine Jewelry, ID, Bank Cards etc.)
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Lost Luggage
Lost luggage reports can be filled out on the Suncor Sunlink Website.
Once the report is filled, please await a response from Suncor Baggage for instructions and an estimated delivery to site. Should you require your bag outside of flight times, your contractor is subject to courrier fees for delivery.
When the luggage is found and arrives, it can be picked up from the Village Hoteling Facility.
Medication Fridge
We supply medical fridges upon approval of Suncor Field Logistics.
We can request you to have a fridge from Suncor. They will ask us to submit a copy of a your Doctors note of medical requirement or medications for an approval, and a note will be added to your profile by our team.
If you are approved for a suite, they will already have a fridge in the room.
Room Upgrade
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Walk-in reservations:
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Suncor has a strict policy that you will stay in Jack and Jill.
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Contractors Request:
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We can only make the change with instructions directly emailed to us from Suncor Accommodations or Field Logistics.
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Room type is based in advance by Suncor on lodge avalibility and what your reservation has been approved for.
This is based on Division, Cost Collector, Contractor, Job Title, Capacity and other fields that you can discuss with your Suncor Leader.
All approved transfers will take place as a new reservation starting the following day, unless requested otherwise from Suncor.
Late Check Out & Early Check In
Early Check-ins and Late check-outs are not available at Firebag.
Anything later than the set checkout date and time of 7:00am needs to be another billed day.
Guests will need to request that their reservation be extended by their Travel Coordinator.
Failure to check-out on time is reported to Suncor and your contractors Suncor Leadership.
After Hours Check In
Reservations that have not checked in and picked up by closing will be No-Shown and are subject to No Show Charges by Suncor.
Should you arrive after the Front Desk has closed after 23:00, your information and room key can be found at the security office.
After 04:00 the reservation will be locked in No-Show status. Should you require, a new reservation will need to be submitted.
Couples Room
Couples rooms are allocated based on approval of Suncor Field Logistics for Firebag Village.
We ask that both partners submit a physical peice of government ID to Horizon North, that shows both individuals have the same home address. We will submit a request with your documentation for approval on your behalf verifying the identifacation and request.
Once approved, Suncor Field Logistics will reach out to a Travel Coordinator and / or Suncor MyTravel to allocate your reservation to a couples room going forward.
Lotto Redemption
Our commissary offers AGLC scratch zinger tickets, as well as all the regular Lotto tickets.
Please note that redemptions of scratch tickets over $100 may not be possible at all times, due to low cash on hand on our site.
We ask that you please check your ticket yourself, prior and verify with the agent if a cash redemption is possible at that time.
Why is it called Firebag?
Firebag is on indigeonous land and the name reflects the indigeonous and the area.
From translation, Firebag (Fire-Bag) takes its name from the leather bag that was used by Indigenous peoples in this cold climate, to carry hot coals upon their travels for fire-starting.
They would carry the leather bag filled with hot coal to their next location to stay warm and have the ability to start a fire again.
Late Plate Meals
Only Suncor or the contractor supervisors are permitted to order late plate meals.
Orders must be called or emailed to the Front Desk, along with an email fieldlogicoord@suncor.com for approval.
Orders can be no later than 30 minutes prior to dining room closure on the day the late plates are required.
When you place the order, include the following for each of the plates:
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Supervisor Name
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Employee Name
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Contractor/Company Name
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Badge Numbers
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Number of meals required
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Description of any dietary requirements, as applicable.
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Arrival time.
Breakfast hours:
4:30 a.m. -9:00 a.m.
Dinner Hours:
4:30 p.m. - 9:00 p.m.
Late plate orders are held for a maximum of two hours past the regular kitchen closing time due to Health and Safety concerns.
To pick up the meals, the Suncor contractor supervisor and crew members are to notify front desk of their arrival - and they will direct them further.
Guests are to:
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Identify yourself and request access to the dining room.
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After access is granted, go to the on-duty kitchen staff and request the late plate order.
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Please adhere to designated dining room after hours seating if not taking the meals back to site.
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Please ensure that all guests clean up after themselves if eating in dining room.
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Place all plates and utensils in the self-bussing trolleys provided
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Place any waste in the appropriate bins
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Dining Room Rules Apply as Normal