We had a terrible stay at the High Country Inn, in Banff Alberta in October 2012 from Oct 25-28, 2012.
First to start with our arrival, we checked in and the front desk clerk Jeff took a look at our vehicle and said to pull around to the right of the hotel to pull into there underground parking. So we do that, are able to make it over half way thru the park, when there is a bit of a bump and we hit the roof of the parkade. We end up wrecking our roof rack of our new SUV. When we get out of our vehicle to inspect the area, there is a sign saying that the roof is low there but the sign is on the opposite side of our driving direction, we could have never seen it! We try and deal with the manager and owner, filing out a police report, and trying to work with the hotel to repair the damage. After months and months of hassle, they decline the claim not even willing pay for half of the damage stating we should have never entered into their parkade with our SUV. That was how our trip to the High Country inn started.
Next in order to get to our room, there were stairs, no elevator, we were traveling with an infant! The only thing they had at each set of stairs was a big piece of plywood we had to put down in order to take our stroller up or down or all of our luggage, this was not accommodating at all!
Next our rooms seemed ok at check in, old and out dated but ok! The temperature in the room seemed ok at first but while we were sleeping the temperature rose making it feel like we were in a sauna and we were traveling with an infant! We had to turn on the air conditioner on and open windows to cool the room down in the middle of October with snow outside! We let housekeeping know but nothing was done. Also there was blood spots on the sheets, which we showed housekeeping and asked for new sheets! The house keeper apologized when she saw this but nothing more was done other than changing the sheets.
The general manager Kurt was advised of all of these concerns, for we filled out a form of complaint when checking out. Nothing was followed up and no apologizes or anything was completed.
I would NOT recommend this hotel to anyone.
Yes it was prime location in banff for walking distance but our experience was terrible! I love banff and would go back but I would stay at a different hotel on the strip, never staying at the high country inn again!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your review. It was unfortunate that your SUV roof rack was damaged in our underground parking, we expressed our sympathy in regards to this; but the decision of the claim was that of the insurance company (there was no police report filled out, only the exchange of insurance information). The judgement of a vehicles height should not to be put on our staff (we do not have a Jeff whom works here, but I spoke with the front desk agent that checked you in, and he stated he never goes and checks peoples vehicle height; nor did he check yours). We do have signs stating the maximum height posted at both entrances; where your roof rack was damaged was not due to a “bump”, it is a gradual incline to the next section of our parking. The discretion was yours to make as to if you should have parked there (being a new vehicle, and maybe not sure of the height, caution should have been used). Our maximum clearance is 6’ 1”; your vehicle was 6’ 3” before the addition of the roof rack.
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We do have an elevator that goes from the underground parking to each floor up to the third; there is a height difference in the two sections (old and new) of the hotel where we do require a drop down ramp (mainly for our housekeeping carts).
When we spoke to you about how your stay was; you told us everything was good. We asked if there was anything we could assist you with (it was a raining and snowing and thought you may want some ideas of how to enjoy your visit). At no time were any complaints communicated to me when I spoke with you; I would have insured that issues with the room were rectified (I gave you my business card, and as well the GM’s).
It is unfortunate that you will not be a returning guest; we hope you come again to enjoy our beautiful town of Banff.
High Country Inn Management
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.