We booked the Premium Deluxe King Room (best room in the hotel) which their web site boasted that every one of these rooms have a magnificent mountain view. We phoned ahead to confirm and we were told they were on the second and third floors at the rear of the hotel. After recently being diagnosed with a serious medical condition, we needed a weekend away and thought this suited us.
On arrival we were given a main floor room with a "wonderful" view of the Safeway across the road (see attached photo). When we went to discuss this with the front desk, we were told it was "first come first served" and we got the ground floor version of the advertised room. This was contrary to the information given by the web site and the reservation call. We asked to speak with the manager and were told he was off site at another location. When he returned at least an hour later, he said there were no other king rooms available but offered to give us the room at no cost and would move us the next day (he did honor the free night). However the room we though we had booked would still not be available for the second night. Our relaxing weekend became such a nightmare that we barely slept at all that night and decided just to check out the next day.
The manager said he would address the "false advertising" on the web site and speak to staff about the location of rooms. Our advice is that once booked, we get confirmation of room and location by email and would appreciate that this room would be ours for the allotted stay.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
March 18, 2013
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We are very sorry and deeply regret that our services and facilities were not satisfactory during your recent stay with us. We pride ourselves in offering only the best to our guests and assure this experience is not common with that of our standards.
I have taken the liberty to share your comments with the appropriate departments. Your feedback will be reviewed and used as a tool to help us improve and maintain our standards.
Thank you for sharing with us and we look forward to welcoming you back again to share with you the true Banff International Hotel experience.
Manager on Duty
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.