Estérel Resort

FAQ

Laurentides, Qc

Frequently Asked Questions

This page contains a wealth of practical information as well as answers to the questions we are most frequently asked. For more information or questions, please contact us at 1-888-378-3735 or info@esterel.com.

Ask for help

Booking assistance

Need help with your reservation or have a special request? Fill out the form, and one of our reservation agents will contact you as soon as possible.

Covid-19

What health measures have been put in place to ensure the safety of guests at Esterel Resort? In order to provide you with a safe and attentive customer service during the gradual reopening of our Resort, we have put in place several measures to ensure your health as well as that of our employees. We have fully respected the public health directives issued by the various levels of government.

Learn more about our safety measures

Promotional Gift Cards

In response to the pandemic that has been going on for several months, we wanted to offer more flexibility to our gift card holders.

My promotional gift card is expiring, can I still use it? Only the promotional offer expires on the date published on your gift card. After the validity date, the monetary value of the gift card automatically changes to a credit attached to the reservation code for a new valid offer without any further action required. If there is a difference, only the difference will be due at the time of booking. However, we invite you to check with us using our support form so that an agent can help you associate your reservation code to a stay.

Can I give my gift card to someone else? Yes, our gift cards are transferable and can be used by a third party. Please note that you are responsible for giving your gift card information to the people you choose. On our end, we will only contact the card purchaser to reissue the gift certificate.

Booking

Please note that certain sanitary measures related to COVID-19 are still in effect and take precedence over the usual policies of Esterel Resort. We invite you to visit the sanitary measures page to see the policies in effect.

What is the hotel’s cancellation policy? To cancel your reservation at no charge, you must call us 48 hours before your arrival date to obtain a refund of the deposit and avoid being charged for the first night’s stay if you do not show up. Your deposit will be refunded within 15 days of your cancellation.

How can I change my reservation? At any time, you can contact us to modify your reservation by phone (1 888 ESTÉREL [378-3735]) or by using our assistance form.

Identification: Identification will be required at check-in.

Can I pay for my reservation without a credit card? At the time of booking, a credit card is required as we take a $250 prepayment as a security deposit. If you wish to pay cash, it is possible. You will only have to pay for the entire stay upon arrival and leave a $250 cash or debit deposit which we will refund upon departure if you have no additional expenses. You will have to come by the reception to get the deposit back when you leave. However, to limit the risks during the COVID-19 pandemic, payments by credit card or debit card will be preferred.

When will the “prepayment” appear on my credit card? Within 24 hours of your reservation, a $250 deposit will be charged to your credit card.

How does the security deposit work on my credit card? You should allow 5-7 business days for the remaining security deposit – if greater than the actual amount – to become available again. The pre-authorization amount will not appear on your monthly statement, but it does affect your available funds, as it is a pending transaction from the time of the pre-authorization until 7 days after the actual capture of funds. Only the amount captured will appear on your monthly statement. Example: The total amount of your stay is $400. If you spend an additional $50 on goods and services during your stay, your balance is $450. The $250 prepayment will then be deducted and $200 will be captured. The remaining $200 will appear as available again within 5-7 business days.

General information

What are the arrival and departure times? Your suite is guaranteed for 4:00 pm. However, you may arrive earlier to take advantage of our facilities. Checkout time is 11:00 am, but you still have access to the site for the rest of the day. We provide towels and access to the locker room. To speed up the check-in process, we invite you to fill out the pre-registration form using the link sent by email 72 hours before your arrival.

Do you have a luggage storage service for those who arrive early? Until further notice, our luggage storage facility is inaccessible due to health measures. Therefore, you must keep your luggage in your vehicle before taking possession of your suite. It is a good idea to bring an easily accessible purse to carry the personal belongings you will need to enjoy our site. In addition, a locker room with lockers is available near the Nordic spa if you wish to use the facilities.

Are pets allowed on site? Only certified service dogs are allowed at the reception desk and in their attendant’s suite. No other animals are allowed on site.

What are the rates for a better suite (either with a private spa or lake view or both)? Rates are always subject to change. They vary according to supply and demand and according to the high and low seasons.

How can I stay informed about your promotions and contests? You can follow our Facebook page, our Twitter account, or our Instagram account and sign up for our newsletter to be informed of all our promotions before anyone else!

Suites

What are the differences among the suites at the emotion hotel and those at the Evolution hotel? The Emotion Hotel is ideal for couples, as the suites are designed to accommodate two people. The lounge atmosphere, intimate and romantic, will seduce you from the first glance. The Evolution hotel, whose suites can comfortably accommodate four people, is more focused on relaxation. You will be charmed by the spaciousness and the elegant and timeless decor of these suites.

What’s in the suite’s kitchenette? The kitchenette is equipped with a mini-fridge, microwave oven, toaster oven, Nespresso coffee maker, kettle, and all the necessary dishes and utensils.

What type of bedding is included in the suite? All our pillows and comforters are hypoallergenic.

Lido Thermal

Who has access to the Lido Thermal facilities? The facilities are reserved for hotel guests from the day they arrive until the day they leave.

What facilities does Lido Thermal offer? Lido Thermal has two outdoor pools (one of which is open year-round), four spas, a polar bath, a dry sauna, a steam bath, a Nordic shower, and a beach. In the winter, a natural polar bath is also built on Lake Dupuis.

What are the opening hours of Lido Thermal? The Lido Thermal facilities are open every day from 7 am to 11 pm Please note that these facilities may be closed at any time and without notice, for maintenance or other reasons.

What are the opening hours of the Lido bar? The Lido Bar is open during the summer season. Opening and closing times vary depending on the weather and traffic.

Are beach towels and bathrobes included with my reservation? We provide bathrobes and beach towels to all our guests.

The restaurants

Please note that access to our restaurants, the Lido Bar, and the wine cellar is currently restricted to guests staying with us.

How much is breakfast? The buffet breakfast is $20 per person (plus tax). The cost of our a la carte breakfast served in the suites is posted on our menus. Prices are subject to change.

What time is breakfast served? Breakfast is served daily from 7:30 am to 10:30 am at the Chais58 restaurant in the form of a buffet, and a la carte breakfast is served in the suites.

What type of breakfast is served? An American buffet-style breakfast, with eggs, sausages, bacon, fresh fruit, waffles, and more. You can see details of our a la carte breakfasts served exclusively in-suite on our menus. Please note that the buffet breakfast may be replaced by an a la carte menu at any time without notice.

What are the differences between the hotel’s three restaurants? The Bistro à Champlain offers a six-course discovery menu of evolving gastronomy. If you are looking for a sophisticated and refined meal, this restaurant is for you! Currently closed. We invite you to subscribe to our wine newsletter or follow us on social media to be notified. Le Chais58 is a trendy restaurant where conviviality, the freshness of products, and dishes to share are in the spotlight! Even better than a steakhouse, thanks to the ROK, become a master in the art of cooking your filet mignon or even scallops on a hot stone.

Do I need to make a reservation? Reservations are required for dinner. However, it is not necessary to make a reservation for breakfast.

Is it possible to make reservations for the restaurants directly with you? To make a reservation for a restaurant, you can contact the reception desk or the restaurant directly. You can also make a reservation online on our website.

The site and surroundings

Estérel Resort is a smoke-free hotel. All public areas, as well as the suites, are non-smoking, and this, for all forms of smoke: cigarette, cannabis, cigar, electronic cigarette, etc.

What cities are nearby? The Estérel Resort is located near Sainte-Marguerite-du-Lac-Masson (5 min), Sainte-Adèle (15 min) and Saint-Sauveur (20 min).

How do I get to the hotel from the Montreal airport if I don’t have a car? The best way to get to our hotel from the airport is to use the services of a cab. We invite you to contact us for references.

What activities can we do on-site? Throughout the year, you can enjoy the facilities of the Nordic spa. During the warmer months, you can also enjoy the beach, boat rentals (canoe, kayak, pedal boat, paddle board, and pontoon boat), as well as volleyball, golf, biking, and hiking. Please note that non-motorized watercraft rentals are reserved for hotel guests and that a boat license is required for pontoon boat rentals. During the winter season, skating on Lake Dupuis, cross-country skiing, snowshoeing and snowmobiling are among the activities offered. It is also possible to play field hockey and broomball on the site. Click here for more details.

How much does the activity passport cost and what does it include? The activity passport costs $40 + taxes for adults and $20 + taxes for children. The passport includes a free canoe, kayak, paddleboard, pedal boat, and bicycle rentals in the summer. In winter, the passport includes snowshoe, cross-country ski, and ice skate rentals, as well as access to off-limit trails.

What are the opening hours of the boutique and the Lido activity center? The opening hours of the boutique and the activity center vary according to the season and especially according to the weather. Standard hours are between 9:00 a.m. and 5:00 p.m.

Is it possible to moor my boat at the hotel dock? You can not moor your own boat at the docks overnight. However, it is possible to do so during the day. To take your boat down, you must go to the municipal landing in the city of Sainte-Marguerite-du-Lac-Masson. You will find the necessary information here: http://www.ste-marguerite.qc.ca/services.html.

Is gasoline provided with the pontoon rental? Do we need a special permit? Yes, gas is included with a pontoon rental. However, it is now necessary to have a boat license to drive pontoon boats.

Do you have a gym or fitness room?  A fitness room is available near the Nordic spa and includes the following equipment: three treadmills, two elliptical machines, three bicycles, and weights.

Do you offer internet access? A free Wi-Fi internet network is available throughout the site.

Do you offer a dry cleaning service? A dry cleaning service is offered from Monday to Friday inclusively. Each room has a card that you must fill out and bring to the reception with your clothes.