We had a multiple night stay and our room was not what we expected. We expressed our disappointment and were contacted by the front office manager Amelie. She was able quickly resolve and we changed rooms (for a very reasonable upcharge). They are located a 5-10 minute walk from downtown so in a quieter and less busy area of town. Directly call the desk as emails go to head office before being sent back to the hotel. I would stay here again if returning to Banff.
Thank you very much for sharing your experience with us. Once more I'm sorry that your stay started with a disappointment but I'm glad we found a solution together and that you've enjoy the rest of your vacation. We are looking forward to welcoming you back during your next visit in Banff.
Warm regards,
Amelie P.
Great location, about 7 minute walk from downtown, so it's quiet with a lovely little park right next door great for relaxing in the shade of some beautiful trees. The rooms are simple, clean and comfortable. The staff are very friend and helpful. Ken and Line at the front counter were awesome. I would definitely stay here again.
Thank you very much for sharing your experience with us. We hope to see you again during your next stay in Banff and don't forget to use your returning guest discount. This park is also a great location to observe deer and elk. I'll make sure to pass along your good words to Line and Ken.
Warm regards,
Amelie P.
EXTREMELY DISSAPOINTED with our whole experience.
We opted for the King Jacuzzi Suite and found bugs all over the room, the jacuzzi tub was yellowed and when we turned the jets on there was a rank odor and algae coming out of the nozzles.
The shower was only 2'6" square and the ceiling was at 6'6", as someone who is 6'2" tall I had to crouch down to even get below the shower head and had no room to even turn around in the shower without bumping into the shampoo dispensers and the temperature dial.
Every faucet in the room leaked (sink flooded the top of the counter, tub faucet leaked to the ground and all over my phone on the edge of the tub, in the shower it even leaked).
The pillows in the bed were about half length, extra thick and extremely firm so that our heads were propped up at awkward angles. This combined with a firm bed led us to barely sleep.
Small fridge was provided but with no microwave or any other appliances or amenities means that no food could be reheated, this is an expectation for any hotel room these days.
Overall this was the worst hotel or even motel experience that we have ever had, even after paying more than double of the most we have previously spent. This actually put a huge damper on our anniversary that was supposed to be a special night (First year!!)
We told the hotel staff about this while checking out and she did not give a care in the world at all. I wish to just forget this night and experience and we will be recommending every single person we know against this hotel and hotel chain.
Dear Sean,
We are always extremely disappointed to receive such negative feedback regarding stay here – we strive to provide all of our guests with a positive hotel experience that enhances their visit to Banff. As readers of the other reviews here will be able to see, we very often achieve that goal, but if and when things do go wrong we want to find out why and see what we can do to make things right.
It is regretful that you saved this concerning list of issues for an online review instead of mentioning any of them to any of our staff or management in person, either during your stay or at check-out. Our Front Desk Agent did ask how your stay was at check-out, but whilst you indicated that you were not happy, you declined to tell us why even when she asked for further information. Unfortunately, that makes it very difficult for us to address your concerns or to seek a fair and amicable resolution that may help to make up for your disappointment.
Since seeing your review here, we have investigated the issues you listed above and are content that the faucets and jetted tub in that room are working as they should, the pillows are regular size, and the amenities provided are exactly as advertised on the website you booked through.
We do hope you were able to enjoy the other aspects of your visit to Banff National Park and if you wish to reach out to me directly to discuss these issues further I am always happy to have a chat.
Kind regards.
It was our 3rd stay here and the prices have gone way up. Our room was very mediocre with a view of a fence and the side of a building. I asked for something better that actually had a view of something and we had to pay an extra fee. So our room was 340 dollars per night! Insane. Banff has become too busy and touristy..we wont be back.
Dear Susan,
We are really sorry to hear you were disappointed with your visit to Banff. It is worth noting that July and August are the very height of peak season in Banff and that does mean it is the busiest and most expensive time to visit. Mountain views rooms are also in very high demand and so they do sell at a premium compared to rooms without views.
Hotel rates in the area have actually been a little lower this summer compared with previous summers, with many Canadians able to take advantage of the lack of international travelers compared to more normal years, but we do understand that the costs can add up quickly when making a trip.
We hope you don't rule out Banff completely as a destination - the hotel rates here always fluctuate a great deal depending on the time of year, and there are some really great deals to be had when you avoid peak season. If you ever want any advice on the best times to visit to avoid the crowds, our front desk staff are available 24 hours a day and are always happy to help with trip planning.
Best regards.
One of the best places to stay in Banff. Very close to downtown (about a 15 minute walk) but out of the busy area which was refreshing. Beautiful hotel with amazing amenities. Also has AC which is more rare in the Banff area. Hotel staff was all very friendly and accommodating. Would stay here again for sure.
Dear Josh,
Thanks so much for taking the time to leave some feedback. We're really pleased to hear that you enjoyed your stay so much and hope to have the opportunity to host you again in the future.
All the best.
