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 send us a detailed request.
Promotional Gift Cards
My promotional gift card is expiring, can I still use it? The expiration date only applies to the promotional offer associated with your gift card. Once expired, your gift card remains valid for its full monetary value, your credit is automatically attached to the reservation code and can be used to reserve a new valid offer. We invite you to start your reservation process by sending us a detailed reservation request 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
What is the hotel’s cancellation policy? If your rate is eligible, you to cancel your reservation up to 48 hours prior to arrival, penalty free. For example, a reservation planned for an arrival on January 25th can be cancelled without any penalties until January 22nd at 11:59 pm as arrival day is excluded from the calculation. If a penalty must be applied, the full cost of the first night of your stay including taxes will be charged to your credit card as compensation. Follow this link to transmit your cancellation request.
*If your reservation was made within a group, the contract policy applies.
How can I change my reservation? To modify your reservation, please send us a detailed request using our assistance form.
Identification: A valid photo ID 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.
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 fund withdrawal from my credit card work?
When Booking
• At the time of booking, a prepayment of $250 is made to guarantee your reservation. This amount will not be refunded, but will be applied to your bill to reduce the balance due.
At check-in
• At the time of check-in, an amount of $350 including taxes will be pre-authorized on the credit card of your choice, and you will be required to use your personal identification number (PIN). This amount corresponds to the security deposit required for all our guests before the keys to your suite are handed over and also grants you credit for the use of other services during your stay.
At Checkout
• On the morning of your departure, the security deposit will be refunded to you after the suite inspection or applied to the outstanding balance. Please note that if any penalties apply (damages, disturbances, etc.), they will be deducted from the security deposit first. It may take up to 5 to 7 business days for the released funds to become available on your credit card. Unfortunately, we do not control how your credit card issuing bank displays pending transactions. If the pre-authorization on your bank statement does not match your bill, please wait 5 to 7 business days before contacting us.
What is the Resort fee on my invoice? The Resort fee is $29 per night plus taxes and gives you access to all our facilities and services, such as
– High speed wireless internet in the common areas
– Lido Thermal, Nordic spa
– Rest lounge
– Bathrobes and towels
– Fitness room
– Access to beaches
*Subject to change without notice
How do I make a reservation for another person’s stay? If you wish to plan a stay for someone other than yourself, the reservation must be confirmed in the name of the person who will be staying at the hotel, as he or she will need to present a photo ID corresponding to the name indicated on the reservation in order for our team to give him or her the keys to the suite.
If you wish to pay for the stay, you must purchase a virtual gift card on our website. You can pre-pay for the specific package you wish to offer or purchase a virtual gift card of monetary value. Please note that the purchase of the gift card must be made at least 7 days prior to the guest’s arrival date for us to accept this method of payment. If this period has passed, we recommend that you send the funds by wire transfer to the guest who can use them to pay for the cost of their stay.
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, we recommend arriving at 2:30pm at the earliest. 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? Before taking possession of your suite, you can leave your belongings at the luggage storage situated at Evolution side front desks. However this service is not guaranteed, considering it could be at full capacities at your arrival. It is strongly recommended to bring an easily accessible handbag to carry the personal belongings you will need to enjoy our site, a locker room with lockers is available near the Lido Thermal nordic spa if you wish to use the facilities. Please note that we are not responsible for lost property. a locker room with lockers is available near the Lido Thermal nordic spa if you wish to use the facilities.
Are pets allowed on site? Only certified service animals are allowed at the reception desk and in their attendant’s suite. No other animals are allowed on site.
What are the rates if I want to upgrade my 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. You can check our availabilities and confirm our rates online.
How can I stay informed about your promotions and contests? You can follow us on our Facebook or Instagram page and sign up for our newsletter to be informed of all our promotions before anyone else!
Valet parking service & Parking
When you arrive, you can leave your car with our team of professional valets, who will have the pleasure to park your vehicle in our outdoor parking lot, located across the street. In addition, you can take advantage of our unlimited approach service and snow clearing service. To benefit from this service, please ask our valet team upon arrival. Don’t forget to bring a 2nd key that must be given to our team for the duration of the stay.
- cost of $30 +txs for the entire duration of your stay
- Valet parking is available from 7:00 a.m. to 10:30 p.m. *subject to change depending on occupancy.
Do you have an electric car charging service? Charging stations are available for electric or hybrid cars. To benefit from this service, please ask our valet team upon arrival. Our charging stations are not self-service, valet assistance is required at all time. Don’t forget to bring a 2nd key that must be given to our team for the duration of the stay.
- Full valet parking service (including unlimited approach and electric recharging service during the entire stay): 30$+txs
- Valet service for recharge : 1st hour free and the following hours at 5$/h+txs
Are there any fees for parking? Hotel parking is included in your stay and is located across the street. There is also a drop-off point in front of each of our reception areas to facilitate the transportation of your luggage.
*Estérel Resort assumes no responsibility for loss due to fire, collision, or any other damage to the vehicle or its contents. Vehicles are parked at the owner’s risk
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 the resort guests only, from the day they arrive until the day they leave.
Do children have access to all pools? Some pools are reserved for adults at all times and are identified as such, while others are open to people of all ages. Parental supervision is required at all times. IMPORTANT, access to the Lido thermal is reserved for adults, or persons 14 years of age and older, between 9:00 p.m. and 11:00 p.m.
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 towels and bathrobes based on availability during your stay. Towels will be provided with the towel card given upon arrival. Bathrobes will be in your suite when you check in at 4:00 pm. If you plan to arrive earlier than 4:00 p.m. to enjoy the site and the spa, we suggest that you bring your own to guarantee their use throughout your stay. Bathrobes are one size fits all, we recommend you bring your own if you need a specific size.
Are there lockers available? Lockers are available for your personal belongings and can be used if you wish to arrive before 4:00 pm and enjoy the facilities before taking possession of your suite. You can attend the activity center from 9am to 5pm every day, the rental cost is $10.
The restaurants
Please note that access to our facilities, our 3 restaurants, the Lido bar and the wine cellar is exclusive to those staying with us and by reservation only (except for the breakfast buffet).
At what time is lunch served? The buffet breakfast is served at Le Voilier restaurant on week days from 7:00 am to 10:30 am and on weekends from 7:30 am to 10:30 am (opening hours may vary according to occupancy ).
. No reservation required. On certain Sundays, a brunch is also served from 11:30 am to 1:30pm.
What type of breakfast is served? An American style breakfast buffet, with eggs, sausages, bacon, fresh fruit, waffles, among others. We invite you to visit the breakfast and brunch section of our website for more information.
What are the differences between the resort’s three restaurants? The Discovery Menu offers a gastronomic dinner where the focus is on culinary discovery served at the wine cellar. If you are looking for a sophisticated and refined meal, this experience is for you! Le Voilier offers convivial bistro cuisine, with a focus on local produce. ROK, even better than a steak house, the ROK is dedicated to grilling on hot stones, where you’ll experience cooking on hot stones yourself.
Is it possible to eat in my suite and order room service? We do not offer room service, if you wish to eat in the comfort of your suite, you can opt for our take-out service.
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.
Learn more about our restaurantsThe 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.
Accessibility for people with reduced mobility
If you are a person with reduced physical mobility, we strongly recommend you booking by phone with the assistance of our agents at the reservation centre, or to fill out the assistance form so we can contact you back. Our agents will be able to help you find the right suite for your accommodation needs and plan your stay accordingly.
Do you have accessible suites for guests with reduced mobility? Some of our suites are wheelchair accessible and offer a more appropriate space for movement. You can request them when you book by phone with our agent. Unfortunately, wheelchairs do not have access to the suite’s balcony.
Does the resort offer assistance for reduced mobility guests? Valet service is available free of charge upon arrival and throughout your stay. Please note that wheelchair path will take longer, as it involves several detours through the employee areas and the service elevator. Assistance from our team is required in the employee areas, please call 7788. Our valet team will also guide you through the facility, showing you the way and access ramps.
During your stay, don’t hesitate to contact us, by dialing 0 from your suite’s telephone, for immediate assistance.. Our reception team is on site 24 hours a day, or you can use our text messaging system to contact us at any time: 1 579 996-8445.
Please note that by legal provisions, our guests are not permitted to provide therapeutic or medical or hygiene care to our guests.
Is the Lido Thermal spa wheelchair-accessible? The Lido Thermal spa is wheelchair accessible from the Evolution side.
Are the restaurants also accessible? Our 3 restaurants are accessible from the ROK, on the emotion side.