Disappointing service and broken amenities ​Our stay had several frustrating service and management issues. First, the coin laundry machine was broken, which was a major inconvenience since we desperately needed to wash clothes for the next day. Additionally, after housekeeping serviced our room, they accidentally left trash from other rooms inside ours. ​While most of the front desk staff were pleasant, the woman working when we checked in and out was unfriendly and dismissive. When asked about our $200 damage deposit, she simply told us it would return in 5 to 6 business days. However, during our drive home, the hotel called us demanding credit card information to process the refund because we had paid with a debit card. If they hadn't called, or if we didn't carry a credit card, we would have been at risk of losing that money entirely since they apparently require you to handle debit refunds in person. The lack of communication and attention to detail was highly disappointing.

Incredible place to stay! Don't skip over the Chilis they have in the lobby, it's a must have when I'm in Banff now!

This property had an amazing staff. They were over the top kind and helpful. Their words and actions were professional, grounded, and very helpful. Ken was especially great. He ASKED if he could walk back to my room and help me with a fob that was giving me trouble. He fixed the problem and then answered WAY too many of my questions about the area. The other staff were also great. The Rocky Soap Company products were dreamy. The room was cleaned up each day, right down to the dirty plate I left in the sink. We went through Expedia and so I wonder if that’s why we received a room in the furthest backside of the hotel, facing louder construction. There was a large stain on the rug and upstairs couch. It still was awesome, don’t get me wrong, but, I wish we could’ve seen a mountain instead. Maybe there aren’t those views available. We booked the hotel based on the price and the hot tub appearance. We didn’t even get the chance to use the hot tub, but that’s okay. It really did look sweet. Most importantly, the people, they were awesome. Thank you!!

For the cost to stay here, I was somewhat disappointed with the finishings of the rooms. The living area was comfortable, the bed was clean and comfortable, but the bathroom was somewhat dated and not my level of cleanliness. The tap in the kitchen had lime scale on it, which left a lot to be desired. We both enjoy a tea or coffee in our room, but we were hesitant to use the kitchen for that purpose because of the state of the sink. The location was great, however, and we did enjoy the balcony looking out over the main street.

Having parking underground was very convenient. Also enjoyed having the large hot tub-pool after hiking!

Smelled like cedar throughout. Nice location. Lovely hot pool. Friendly staff.

This hotel is gently used , well located and serves the purpose for a short stay . The shower, room size and little deck were all good. The bed was ok at best. The pool , the real reason why I chose here was ok. Staff were 50/50 so I’ll leave it at that . I have no real concerning negatives . 😊

Check in and check out was easy. Staff were polite and friendly. The pool was unique and enjoyed using it. The bedroom has very poor lighting. The bedroom doesn’t have it’s own light, just 2-3 lamps in the room. The bathroom also has poor lighting. It had a lamp to the left side of the mirror but not the right so the lighting isn’t even when you’re looking into the mirror doing something like makeup or shaving. For the toilet we had to flush it down and then hold the handle up or else it wouldn’t work properly.

Neither bed nor couch were comfortable. Cutting board and toaster were both VERY worn. Do not like $15.00 use or loose food voucher. Stairs outside of the room were very rusted.

The hotel is away from the business of city center, which was perfect for me. Everything was within walking distance. The room, 241, was situated perfectly. The staff was beyond amazing. Ken was a huge help from the moment I arrived until my last night at the property. The morning staff on my departure were very helpful and very kind.

Great property and very friendly host, will recommend this one to any one travelling to Vancouver Metro area.

The pool

Had booked room for 3 adults and got a large apartment with kitchen and living area! Perfectly located with free bus service into town (easily walkable). Reception could not have been more helpful and Chili's restaurant is not bad! Made use of the laundry facilities and ice machine, sadly not the hot tub due to injury. Free private parking. Would highly recommend.

Our second time stay at this hotel. Our room is two queen bed loft with one pullout sofa at the different floor. Perfect for the family. Room is big enough and comfortable and convenient with kitchenette. It’s well maintained and staff are friendly.

Loved the spa experience

Lovely views from the loft rooms. Friendly staff.

Très bien situé dans la ville de Banff. On peut se promener à pied dans le village. Le personnel est très accueillant et aidant. L’hôtel est propre et la chambre a répondu à nos besoins. La cuisinette nous a permis de déjeuner dans la chambre. Je le recommande à tous.

Great location on the main road in Banff but at the quieter end. Easy walk to main shopping area. Has free Roam bus passes for guests, & the stop is right outside of the hotel! Wonderfully useful! The view from our balcony was straight at Tunnel Mt. & had Sulphur Mt. off to the right. Beautiful! Our room had a little bit of trouble with the fireplace (wouldn’t come on). Maintenance came & said it had a bad pilot light, so if we wanted to use it, we would probably want to keep it running because it most likely wouldn’t come back on once we turned it off. We weren’t keen on keeping it on while away, but we didn’t really need it on a consistent basis, so we only used it once. The Chili’s restaurant in the lobby was quite convenient for when we first arrived and just wanted a quick lunch. Did not get to use the hot pool, but it looked neat to have. Loved having the kitchenette in the loft room. We walked to IGA and got some items for easy breakfasts & to pack lunches and snacks. Overall, we were very pleased with the hotel and its location! We would definitely book again if we get back up to Banff!

Great location, very walkable. Staff was friendly and helpful. Beds are a little on the firm side. A few things were a little rundown but not too bad. The hot pool was nice.

Very nice place.