This is the first negative review that I have written for a hotel. The hotel had some good reviews so I did not expect it to be a dump. It looks like it hasn't had any maintenance for years - old, dirty carpets, paint peeling off wooden areas, cracked concrete outside our exterior door with a fallen downpipe in the walking area. For our first night we had cold showers as the hot water was not working. We couldn't sleep because the fridge sounded like a jackhammer. They also had the room's heat on - you couldn't change it - so the room was uncomfortably hot. The safe didn't work, the exterior doors didn't open properly and the fittings in the room were medieval. At least it was clean and you got a view of some mountains. The place is not located in Banff town either - you need to catch a bus to get to the town.

We complained to the woman at the front desk about the problems with the room, and asked for another room to move into. She said there wasn't another room that we could move into. She wasn't interested in helping and obviously had heard it all before. She sent a handyman to fix the problems. He couldn't fix the hot water so when we came back to the hotel later that day there was a note that we would need to move to another room - funny how another room magically appeared. In the next room that we were given the hot water didn't work again, but this time the hot water didn't work in the hotel at all. The fridge in the 'new' room was just as noisy as the other one and the room was just as dingy. This room was also hot and I spoke with a lady in the unit next to me who had the same problem.

On the plus side the kitchen was clean and well equipped and the hotel room is spacious.

Please take notice of the unfavorable reviews - they are accurate.

2nd time staying here and we absolutely love it. Love the waterpark and that your room has a wood burning fireplace! Very relaxing and friendly staff.
The only downside was the pillows were cheap and VERY uncomfortable!! Would wake up the next day feeling absolutely broken and sore. So next time for sure will be bringing my own pillow.
The mattress was pretty old and uncomfortable too so felt sore each morning. So thinking it’s in need of a replacement.

But other than that I highly recommend this hotel.
Easy to get to town via bus as the stop is right in front of the hotel.

A great place, situated in beautiful setting, we had a lodge, which had lots of amenities and when we are asked for extra packs of coffee they were bought to our room. The staff were very friendly and helpful and the free bus pass, was really useful. Would definitely recommend.