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“Poor Customer Service” 1 of 5 stars
Review of Buffalo Mountain Lodge

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Buffalo Mountain Lodge
3.5 of 5 Hotel   |   700 Tunnel Mountain Road | P.O. Box 1326, Banff, Banff National Park, Alberta T1L 1B3, Canada   |  
Hotel amenities
Ranked #15 of 31 Hotels in Banff
Edmonton, Alberta, Canada
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
6 helpful votes 6 helpful votes
“Poor Customer Service”
1 of 5 stars Reviewed February 10, 2014

The room at this lodge was average. The fireplace was a nice touch however we did not use it. The walls of the rooms are paper thin, we could hear the people below us and the ones beside us all night. The lodge neglected to inform us there was a large wedding happening during our stay, and we were kept up by the music and the partying coming from surrounding rooms. Also when we went into town for supper and returned there was no parking for our car. When we asked the front desk if there was somewhere else to park with a plug in access (as it was - 30), they couldn't help and directed us to street parking. The following morning our car had a flat tire. We called the front desk to see if we could borrow an air compressor from maintenance, and their response that was due to insurance reasons they could not help us. They did not take the extra step by trying to call AMA or another company to assist us. Instead we went across the street to the Douglas Fir Hotel where their front desk staff, and maintenance man were more than willing to help us.
We were satisfied with the facilities of this lodge however the customer service was terrible and we would not return because of it.

  • Stayed February 2014, traveled with family
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CRMRManagement, General Manager at Buffalo Mountain Lodge, responded to this review, March 7, 2014
Thank you for providing us with your comments in regards to your experience at Buffalo Mountain Lodge. We do take any experience such as this seriously, and your comments are important to us. Please feel free contact me directly if you would like to speak about any of the above issues.
Buffalo Mountain Lodge Manager bmlmanager@crmr.com
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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538 reviews from our community

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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (106)
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English first
Calgary, Alberta
Senior Contributor
37 reviews 37 reviews
12 hotel reviews
Reviews in 14 cities Reviews in 14 cities
25 helpful votes 25 helpful votes
4 of 5 stars Reviewed January 31, 2014

We usually stay closer to downtown Banff but wanted a change, and the Buffalo Mountain Lodge was great! The room smelled like a campfire due to the wood burning fireplace, however the charm of the room, peaceful location and outdoor hot tub more than made up for the smell. The room itself was charming and romantic, and the location felt like we were in the woods rather than the hustle and bustle of staying closer to town. The bus stop is nearby if you do need a way to get to town. The staff was accommodating (bringing us paper cups to enjoy our beverages in the hot tub) and the hot tub was a great place to make new friends. We will stay here again!

  • Stayed December 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
EDMONTON
Top Contributor
68 reviews 68 reviews
15 hotel reviews
Reviews in 21 cities Reviews in 21 cities
26 helpful votes 26 helpful votes
3 of 5 stars Reviewed January 22, 2014

Spent a couple nights in early January. The room was nice, though we were on the first floor so we heard every step of the people above us. At least they were not tap dancers. The fireplace in the room was nice, but make sure you set up the kindling well or you may need to find some more. Housekeeping needs to take the time to actually run a crevice and edge tool on the vacuum under the baseboard heaters. There was a solid layer of dust under there, probably years worth. And get into the carpet edges by the fireplace too, little bits left there as well. General maintenance seems to be a little lacking. Just looking a little tattered and worn around the edges

We ate dinner in the main dining room. Food was tasty, and service was ok. We checked out the exercise room, basic but it all worked. Steam room, lots of steam and nice and warm. Hot tub, Stainless steel, could have been warmer, but a nice way to kill some time.

Room Tip: Upper floors are quieter
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  • Stayed January 2014, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Senior Contributor
27 reviews 27 reviews
9 hotel reviews
Reviews in 15 cities Reviews in 15 cities
17 helpful votes 17 helpful votes
3 of 5 stars Reviewed January 22, 2014

So let's start with the positive. I had terrific meals, the service was wonderful and the location can't be beat. Had a second floor room with a very quiet view of the trees. You can def hear the doors and footsteps in each room so I can't imagine how loud it would be in the main floor rooms. The food really was very good. Room service was delivered promptly and considering it comes through the outdoors it was always delivered hot, which is wonderful. The restaurants at the hotel have a cozy feel and again good service with very good food. Everyone is very friendly. The concept of the hotel is amazing and the back in the day I am sure the rooms were amazing. The decks are fantastic and the location of the fire wood is extremely convenient for everyone.

Now the negative...the rooms. They seriously need some updating and a REALLY good clean. It is not acceptable to offer a fuzzy blanket in the room with someone else's hair on it. There are fireplaces in the rooms which is wonderful but there comes a point when the burn marks in the carpet get a little much. The bathrooms are very spacious but need a scrub brush taken to them. The hot tub was again a great concept but needed to be cleaned. The workout area and the stream room were absolutely disgusting. The majority of the equipment doesn't work and the steam room had a funky smell to it. Now I realize most would not use workout equipment in the mountains but when you advertise it it should work. The bathrooms in this dungeonous area also need an overhaul or at least a power wash with a brush.
Would I go back?? Maybe if I didn't have to pay 300 a night. I rated this hotel average simply on the merits of the employees and the potential. I do not believe it is worth 300 a night...maybe half that.
Again, I can not say enough about the staff they are truly this hotels greatest asset.

Room Tip: Stay on the second floor and avoid the steam room.
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  • Stayed December 2013, traveled with friends
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CRMRManagement, General Manager at Buffalo Mountain Lodge, responded to this review, February 6, 2014
Thank you for providing us with your comments in regards to your room at Buffalo Mountain Lodge. We do take any comments such as this seriously, and your feedback is important to us. Please feel free contact me directly if you would like to speak about any of the above issues.
Buffalo Mountain Lodge Manager bmlmanager@crmr.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Contributor
16 reviews 16 reviews
9 hotel reviews
Reviews in 10 cities Reviews in 10 cities
24 helpful votes 24 helpful votes
5 of 5 stars Reviewed January 18, 2014

We hosted 9 of our friends at Buffalo Mountain Lodge for our 25th Wedding Anniversary on New Year's Eve. Jolene, the front desk manager, was so easy to work and planning the event was fun and easy. We were all thrilled with our accommodation and the service, including the complimentary cookies and souvenir books provided to our group . The New Year's Eve Dinner was tasty and the dining room service was excellent, as usual. The New Year's Day Brunch was delicious and the service was professional. Also, the Christmas decorating was beautiful. The hot tub is large and stainless steel so it really was clean. Our group of professionals who all travel alot, including many trips to Banff, were very pleased with all aspects of this resort. Thanks to the Buffalo Mountain Lodge team for creating nothing but amazing memories of this trip.

Room Tip: We had all different room categories and all exceeded expectations. The only noise you'll hear u...
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  • Stayed December 2013, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CRMRManagement, General Manager at Buffalo Mountain Lodge, responded to this review, February 6, 2014
Thank you for taking the time to post feedback regarding your recent stay at Buffalo Mountain Lodge! We are so pleased to hear you and your group enjoyed your time with us. We will be sure to pass your comments along to Jolene, and ensure she receives the recognition she deserves! We look forward to welcoming you back in the future.
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Calgary, Canada
Top Contributor
114 reviews 114 reviews
63 hotel reviews
Reviews in 71 cities Reviews in 71 cities
148 helpful votes 148 helpful votes
3 of 5 stars Reviewed January 16, 2014

I will start by saying that the restaurant (had a breakfast, brunch and a birthday dinner here) is great and serves very good food. Definitely try it out even if you're not staying at the hotel. Or actually, just eat at the restaurant and forget the hotel. The rooms are old, outdated and not cozy (even if there is a fireplace in your living room). The hot tub/workout area is not inviting and looked unkempt. A large group of people was drinking beer and smoking right in the hot tub when we came to check the area out, so this together with the general state of the facility made us not want to return.

We just stayed in another CRMR property, Emerald Lake Lodge, and that was a much better experience. Although that property would also benefit from some upgrades, it was a much nicer experience than Buffalo Mountain Lodge, at pretty much the same price. In part this may be due to a more remote and romantic location of Emerald Lake Lodge, but overall I felt that it was a better deal for the money. I'd return to stay at the Emerald Lake Lodge, but not here.

  • Stayed December 2013, traveled as a couple
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dublin, Ireland
Senior Reviewer
8 reviews 8 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed January 12, 2014 via mobile

We stayed here over Christmas after skiing all day in Lake Louis area. Ground floor cottage style room was excellent, open fire place, large balcony and clean & comfortable bathroom. Outdoor hot tub is a great extra! Service is excellent and reception is extremely helpful with any queries you might have.

Stayed December 2013, traveled as a couple
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Buffalo Mountain Lodge

Address: 700 Tunnel Mountain Road | P.O. Box 1326, Banff, Banff National Park, Alberta T1L 1B3, Canada
Location: Canada > Alberta > Canadian Rockies > Banff National Park > Banff
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Room Service Suites Wheelchair access
Hotel Style:
#10 Romantic Hotel in Banff
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Buffalo Mountain Lodge 3.5*
Number of rooms: 85
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Also Known As:
Buffalo Mountain Hotel Banff
Buffalo Mountain Lodge Banff
Buffulo Mountain Lodge

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