For Melissa’s Road Race …We booked a room with 2 king beds and received a confirmation, but, when we arrived they said they had no rooms. They eventually found us one room with one king bed and billed us more than original booking. No fair as it really placed us in a last minute bind, with the race the next day and so many people in Banff.
That said, The stay itself was really good and it is a very nice hotel with excellent staff and amenities.
I apologize for the initial issue with your reservation during Melissa's Road Race. It's unfortunate that you experienced a mix-up with your room type, especially during a busy event like this. I understand how frustrating this must have been, and I appreciate your understanding.
I'm glad to hear that once you were settled, you had a good stay and found our hotel to be pleasant with excellent staff and amenities. We strive to provide a positive experience for our guests, and your feedback is valuable to us.
In light of the inconvenience you faced initially, please feel free to reach out to our management team with your booking details, and we will do our best to address the billing discrepancy to ensure you are charged correctly. Thank you for sharing your feedback, and we hope to have the opportunity to welcome you back in the future for a smoother and more enjoyable stay.
Confirmed/paid reservation was apparently lost when we arrived at hotel. Had no choice but to take a lesser room for a much higher rate. Kids had to sleep on the floor. Can’t trust the hotel, appearred to be a money grab. Unscrupulous management. Avoid
I apologize for the inconvenience and frustration you experienced during your stay. It's certainly not the experience we aim to provide to our guests. Upon investigation it appears you had cancelled your booking with us prior to check in. We receive a wide range of feedback from our guests, and the majority do not share these sentiments. We continuously strive to maintain high standards and provide a positive experience for everyone who stays with us. We understand that you may have had a disappointing experience, and we genuinely regret that. We hope you will consider giving us another chance in the future to provide you with a more positive experience. Thank you for sharing your thoughts.
We stayed for 2 night here in a king bed with mountain view/ hot tub view. everything was very clean, room was very large, could of used another chair or couch as the room was so big for the items that were in it. the hot tub was very nice and breakfast was very good and had everything we needed. Staff was friendly. The only thing I would suggest is to have some kind of information on the hotel what was included like breakfast times hot tub times....some places have a book in room with information or information on the TV when you tun it on, that would be helpful. I would recommend staying here. Its about a 20 minute walk to the shops downtown!
Thank you for sharing your positive feedback about your stay with us! We're delighted to hear that you enjoyed your spacious room, the hot tub, and our breakfast. Your suggestion about having information readily available in the room is well-noted, and we'll certainly work on improving that aspect for our guests in the future.
We appreciate your recommendation and look forward to welcoming you back on your next visit to the area. If you have any other comments or suggestions, please feel free to share them with us. Thank you for choosing to stay with us!
Adorable hotel! LOVED the decor, circular outdoor hot tubs, complementary s’mores for outdoor fire pits, chill music and such a fun vibe for all ages! We stayed in the loft suite and it was our favorite to date! Gorgeous view of the mountains from the balcony and from the window of the loft bedroom. 2 bathrooms, rustic modern kitchen and tons of space, which is unheard of in Banff. Continental breakfast was delicious. Great service from front staff. Free parking out back! Would recommend this hotel to anyone coming to Banff! 5 star all the way!!!
Hello 504christier,
Thank you for your amazing review! We're delighted you loved our unique decor, outdoor hot tubs, s'mores by the fire pits, and the fun atmosphere for all ages. The loft suite with mountain views, two bathrooms, and a modern kitchen exceeded your expectations, and we're thrilled. Your kind words about our staff and complimentary breakfast are appreciated. We're grateful for your recommendation and 5-star rating. We can't wait to welcome you back to Banff!
Warm Regards,
Tyler Smith
To start with the pros, this hotel is very nice inside and clean. It is fairly close to town. Unfortunately, the hotel did not seem to cater towards pregnant women or small children very well. They only offer hot tubs which small kids or pregnant women cannot safely enjoy so my kiddo was very disappointed. In the morning, the provided breakfast was good EXCEPT they don’t offer decaf with the breakfast. I had to pay for decaf coffee. Again, I am pregnant and cannot drink caffeine so this was a huge bummer. For the price we paid, I would not return until I have grown kids or no kids.
Hello Natalie R,
Thank you for taking the time to share your feedback with us regarding your recent stay at our hotel. We truly appreciate your input, as it helps us continuously improve our services and amenities to better meet the needs of our guests.
We are delighted to hear that you found our hotel to be nice and clean, and we are pleased that our proximity to town was convenient for your stay. However, we deeply regret that we did not meet your expectations in a few key areas.
we are sorry to hear about your disappointment with our breakfast offerings. We strive to provide a variety of options to accommodate the dietary needs and preferences of our guests. Your feedback regarding the availability of decaffeinated coffee during breakfast is duly noted, and we will review our offerings to ensure a more comprehensive selection in the future.
We hope that you will consider giving us another chance in the future when your circumstances change.
Please do not hesitate to reach out to us directly if you decide to return so that we can ensure a more enjoyable stay for you and your family.
Warm Regards,
Tyler Smith
