Frequently Asked Questions
Table of Contents
Have questions about your Stay?
Amenities
Is the hot tub open?
We are pleased to announce that as of late January, 2024, our updated hot tub and club room are both now open! Open daily from 10 a.m. – 11 p.m.
Cancel Or Modify Bookings
What is the cancellation policy?
Bookings can be cancelled prior to 72 hours from your stay.
How do I cancel/modify third party booking?
Please contact the third party company you booked with to cancel or modify your booking.
What is the modification policy?
Bookings can be modified prior to 72 hours before your stay.
Check-In & Check-Out
When is check-in?
Check-in is at 4:00 p.m.
When is check-out?
Check-out is at 11:00 a.m.
Parking
Where do I park?
When you turn onto Emerald Lake Road, follow the road for 8 km until you see a sign that says ‘Overnight Guest Parking.’ Turn left into the parking lot.
Is parking free?
Yes, parking is free for lodge guests.
How does the shuttle work?
Near the entrance of the Overnight Guest parking lot is a cabin. Use the telephone in the cabin to call our front desk. The shuttle will be sent to pick you up and bring you to the main lodge.
Do I need a park pass?
As we are located in Yoho National Park, park passes are required to be displayed in your vehicle. Park passes can be purchased at the park gates or in downtown Banff. Day park passes may also be purchased at the hotel front desk.
Are there chargers for electric vehicles?
Outlets are available but limited. Please inquire with the front desk upon check-in.
Incidentals
What is the incidentals policy?
A deposit of $100 is taken at the time of booking. This will be released after you check out from the hotel.
Water
Is the tap water safe to drink?
Yes, the tap water is safe to drink.
Transportation
How do I get to Emerald Lake Lodge?
Click Here for more information.
How do I get to Banff or Lake Louise from the lodge?
The best way to get to Banff and Lake Louise is by car. Once you head back up Emerald Road, turn left at the main highway and drive until you reach Lake Louise or Banff on the righthand side of the highway.
Pets
Are the rooms pet-friendly?
A small number of our rooms are pet friendly and they must be booked in advance to avoid extra cleaning fees. We charge a nightly cleaning fee of $25 for pets staying with us. Pet-friendly rooms can be booked by calling our team at 1.403.410.7417 or emailing info@crmr.com.
Can I bring my pet in the main lodge?
Pets are welcome in the main lodge for check-in.
Can I bring my pet to the dining room?
Our dining room is not pet-friendly.
Room
What amenities are in my room?
Coffee machine, wood-burning fireplace, cozy feather duvets and pillows, telephone.
Is there cellular service?
Is there Wi-Fi in the cabins?
There is no Wi-Fi in the guest rooms. Guest Wi-Fi can be accessed in the main lodge or at Cilantro Café.
Are there TVs in the rooms?
There are no TVs in the guest rooms. There is one TV in the Yoho Lounge.
Do you offer pack n plays for infants?
Do you offer stayover service?
Yes, we do offer stayover service at this time.
Dining
What are the dining room hours?
The Mount Burgess Dining Room is open from 7:30 a.m. – 11:00 a.m. and 5:00 p.m. – 9:00 p.m. daily.
What are Cilantro on the Lake's hours?
Cilantro on the Lake is open from 2:00 p.m. – 8:00 p.m. Wednesday to Sunday. Hours may be subject to change without notice and the restaurant may be closed for private events.
What are the lounge hours?
The Kicking Horse Lounge is open daily from 11:00 a.m. – 10:00 p.m.
What is the outside food policy?
No outside food or drink is allowed on the Emerald Lake Lodge property.
Gym
WHIRLING DISEASE
WHAT IS WHIRLING DISEASE?
Whirling disease is classified as an aquatic invasive species, within Emerald Lake. Whirling disease poses no threat to humans or other mammals, however it does present a significant risk to young fish, specifically juvenile salmonids like rainbow trout and brook trout, with mortality rates reaching as high as 90 percent.
IS THERE WHIRLING DISEASE IN EMERALD LAKE
Parks Canada is actively addressing a suspected case of whirling disease in Emerald Lake.
CAN I USE OUTSIDE WATERCRAFT ON EMERALD LAKE?
To curtail any potential spread of this disease, Parks Canada has closed Emerald Lake, Emerald River, Peaceful Pond, and Lone Duck Lake, including their respective shorelines and tributaries. During this period, all watercraft, water-related equipment, and angling activities are prohibited.
CAN I SWIM IN EMERALD LAKE?
To curtail any potential spread of this disease, no swimming in Emerald Lake is permitted at this time.
ARE CANOE RENTALS STILL AVAILABLE FROM THE BOATHOUSE TRADING CO?
The Boathouse Trading Co will continue to operate during their regular hours as they do not pose a risk of transmitting aquatic invasive species to other bodies of water.
ARE HIKING TRAILS AROUND EMERALD LAKE STILL OPEN?
All designated hiking trails in the Emerald Lake area, including Emerald Lake shoreline, will remain open. Visitors are asked to stay on designated trails, especially on the lakeshore. Winter activities such as ice skating, cross-country skiing, backcountry skiing, and snowshoeing are permitted once the ground is frozen.