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Our Commitment to Our Guests

As we welcome you to our beautiful lodges, our commitment to the safety of our guests, staff and community continues to be our top priority. Our doors at Buffalo Mountain Lodge in Banff, Deer Lodge in Lake Louise, and Emerald Lake Lodge near Field, BC, are open! The Lake House restaurant in Calgary is also now open for lunch and dinner service.

Effective July 31, 2020 at 12:00 PM MST, a bylaw is in effect that face masks are mandatory within the town of Banff. Masks are required in all indoor spaces, on public transit, and outdoors while enjoying the 100 and 200 block on Banff Avenue. You are welcome to remove your masks while dining.

Masks are also mandated to be worn within Calgary as of August 1, 2020. While visiting The Lake House, please wear your mask when you arrive and depart, but you’re welcome to remove them while dining.

We are open with enhanced safety protocols. Our fitness studios and games rooms will remain temporarily closed for the time being.

Our hot tub is open at Emerald Lake Lodge and Bufflao Mountain Lodge, but remains closed at Deer Lodge. Our restaurants and dining rooms will be available for breakfast, lunch and dinner. Buffalo Mountain Café in Banff is currently open, and following strict social distancing protocols. Cilantro Café at Emerald Lake Lodge will remain closed temporarily for dine-in, but the Window is open for take out each day from 11am to 5pm.

We’ve enhanced our guest room and common area cleaning standards to minimize risks associated with COVID-19, especially in high contact areas.

Here are some highlights:

  • Guestrooms: We always follow strict cleaning and disinfecting protocols to clean guests’ rooms when occupied, upon departure and prior to guest arrival. We have increased our attention to high contact items such as, but not limited to, key cards and room keys, public areas, door handles, locks and latches, light switches, desk surfaces, telephones, bathroom fixture handles at all lodges, and TV remote controls at Buffalo Mountain Lodge. For everyone’s safety, stay over service will not be offered. We have also implemented the use of Electrostatic Sprayers in all guest rooms, which allow all items to be cleaned with the highest level of disinfectant.
  • Public Spaces: We have increased cleaning frequency and attention to common areas, such as the front desk, restaurant, lounge, and have placed hand sanitizing stations in public areas. Please note that our fitness studios and games rooms are closed at this time. Protective screens have been installed at the front desk.
  • Restaurants: Our restaurants and lounges will reopen at a limited capacity to ensure our guests and staff are able to maintain standards of social distancing. We will be operating at a 50% capacity in our seated dining areas.

We are taking steps to ensure the safety of our team:

  • If they are not feeling well or have an immediate family member that is showing symptoms of COVID-19, we ask that they stay at home to avoid passing it to others.
  • We have implemented a screening process for our team to ensure everyone is fit to serve our guests.
  • Regularly wiping down and sanitizing their workspace.
  • Reminders and signage to continue to keep hands clean and proper hand washing.
  • Maintain a healthy lifestyle (proper diet, sleep and exercise) to help keep their immune system strong.
  • Importantly, if they have flu-like symptoms, they are advised to consult a doctor and seek medical care.

These times are extremely uncertain and we request all guests travelling to our lodges to adhere to certain safety protocols to ensure all of our efforts are effective:

  • We suggest that guests pay with credit or debit in lieu of cash.
  • Should you feel unwell and are presenting any symptoms of COVID-19, or have been near someone with a suspected or active case, we please ask that you save your visit for another time.
  • Guests travelling in our shuttle where available will be required to wear a face mask.
  • We promote social distancing at all times.
  • Please wash your hands frequently.
  • Guests will be asked to leave their room during housekeeping services to avoid contact with our employees.
  • We ask that you do not have guests in your room aside from your family you’re travelling with, as the spaces are not well-suited for maintain social distancing protocols.

For our guests needing to cancel or postpone their travel plans, Canadian Rocky Mountain Resorts is committed to being completely flexible with our cancellation terms. All reservations made on or before July 31st, 2020 for arrival on or before December 31st, 2020 can be cancelled without penalty up to 24 hours in advance of arrival. This includes any guestrooms booked with non-refundable or non-cancellable rates, and for all booking channels. Any reservations made on or after August 1st, 2020, are subject to our normal cancellation policy. If you booked direct, please email us or call us at 1-403-410-7417 to alter your travel plans. For reservations made through a third-party website, please reach out to them directly.

Your health and well-being are our highest priority and we truly appreciate the trust that you place in us by choosing Canadian Rocky Mountain Resorts.

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