Frequently Asked Questions
Table of Contents
Have questions about your Stay?
Amenities
Is the hot tub open?
Our hot tub is not open at this time.
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.
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 number of our rooms are pet-friendly. They can be booked by calling our team at 1.403.410.7417.
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 Cafes hours?
Cilantro Café is open from 11:00 a.m. – 5:00 p.m. daily. 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.