Emerald Lake Lodge sits in a Gorgeous location in Yoho NP. We loved the view from our King Lakeview Room. Walking around the lake and taking in all the beautiful views was wonderful. We also enjoyed being close to some nice trails for great hiking.
Unfortunately they really have some issues with service here. The staff are all pretty young and inexperienced. Most of the staff were students in town for the summer. When we first checked in we drove up to the front and one of the drivers of the ELL van caught an attitude with me to move my car. (I was waiting out of the way of other cars in the guest lot with my hazards on) Not sure what his problem was, my husband had walked up to the registration to find out where we were supposed to park. (We missed the sign for the overnight parking.) When we did get our car parked they had no intention of helping me unload bags from my car. My husband had walked to the phone to call the front desk and in the meantime the van had come, so I started to get my luggage out. I was the only guest on the bus and the driver just stood outside watching me. Strange? When we got to registration, they unloaded our bags and said they could bring them to the room. We carried some of the items (backpacks) to help with the number of items and he just looked at us and said, "Whatever" with an attitude.
Check-in was ok but we asked several questions to the front desk staff who were not helpful and seemed to have an edge and attitude. At one point I needed some help making a call and she told me I would need to find the number myself and call. I told her I had no service and would appreciate if she could help me out and make the call for me! I even saw a waitress roll her eyes at another guest when he asked for something. Just not the type of warm welcome and service you see from other great hotels.
We also had an extra charge show up on our bill at check-out. An entire meal…not sure where that came from, considering we knew exactly how many times we dined at the restaurant. They did remove it, but I am glad I caught it. There were other small issues that came up during our stay, but in the end it pretty much comes down to service. More smiles, better attitude and genuine kindness could go a long way for this place. They were not even at full occupancy so I am surprised they couldn't treat the guests who were there well! Out of our entire experience there, we only had one waitress in the lounge that was great.
The rooms are cute and rustic and I really enjoyed the setting at Emerald Lake. If they can get the staff trained a little better on customer service this place would be a real gem. Until then, stay here if you want nice views (get the lakeview) and know what you are getting into with service.
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- Also Known As:
- Emerald Lake Hotel Field
- Emerald Lake Lodge Canada/Field