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“the worst customer service!” 2 of 5 stars
Review of Mount Royal Hotel

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Mount Royal Hotel
3.0 of 5 Hotel   |   138 Banff Avenue, Banff, Banff National Park, Alberta T1L 1A7, Canada   |  
Hotel amenities
Ranked #22 of 33 hotels in Banff
Saskatoon, Canada
1 review
2 helpful votes 2 helpful votes
“the worst customer service!”
2 of 5 stars Reviewed May 31, 2013

I parked my car in Mount Royal Hotel parking lot and one of their tourist buses hit my car! they called me to let me know about the accident and they also called the RCMP. So when I talked to the manager about the accident and told him that you should be responsible for what happened to my car because it is a private property and I parked exactly in the designated area, he said we are not responsible for what happened in our parking (although there was not any sign saying that in the parking lot)!!He even didn't apologize me or giving me any offer on my stay at their hotel...funny?!

  • Stayed May 2013, traveled with family
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 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.
MRHGuestServices, Hotel Sales Executive Coordinator at Mount Royal Hotel, responded to this review, June 5, 2013
Dear NStraveler2000:

Please be assured that we are sympathetic to your situation. The accident did not occur as a result of negligence on the part of a hotel employee or vehicle and thus, as per the sign-in sheet that all guests are required to complete upon check in, the hotel is not responsible for damage to personal property in our parking lot. Our staff members immediately contacted both yourself and the RCMP when informed of the accident. The RCMP has made a full report and it should now be left in the capable hands of the respective insurance companies to resolve.

We hope that you enjoyed your trip to Banff regardless and apologize for the inconvenience caused.

Sincerely,

Alexandra George
Hotel Sales Executive Coordinator
Brewster Hospitality
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (122)
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English first
West Kelowna, British Columbia, Canada
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed May 28, 2013

Great service, price and location. Everyone had to walk or cab to meet where we were staying. Everything happens around the Mount Royal. We relaxed in the lounge for a glass of wine, ate breakfast at Tony Roma's and had our "last call" at the downstairs pub. Tons of other places nearby.

  • Stayed May 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 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.
MRHGuestServices, Hotel Sales Executive Coordinator at Mount Royal Hotel, responded to this review, May 29, 2013
Dear David C:

Greetings from the Mount Royal Hotel! Thank you so much for your kind words regarding your recent stay with us.

We are pleased that you enjoyed the great service, affordable price, on site dining options and excellent location of our hotel. Our most important goal is to ensure that our guests are happy and well served and reading flattering comments, such as your own, reiterate that we are achieving just this.

We appreciate you giving us a 5 star rating on Trip Advisor and look forward to your return when you are next visiting the area.

Sincerely,

Alexandra George
Hotel Sales Executive Coordinator
Brewster Hospitality
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Red Deer, Canada
Contributor
14 reviews 14 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed May 25, 2013

Our 3rd stay here and in a Junior Suite with a view of mainstreet and the mountains from 2 huge bay windows in the living room & bedroom. Check-in was warm nand friendly.Parking was full but adjoining public parking was free until 11am next mornings so not a big deal. A smaller suite was still surprisingly big and the wine and chocolate my hubby requested was waiting...actually sat in the huge bay window as we toasted my birthday! Bathroom is small but tons of towels and so clean. Nice big bedroom! All the good restaurants and shopping are around you too. In room fridge & coffee. Couch bed would allow 4 people to share this room if need be. Will stay again and again..what a location!

  • Stayed May 2013
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 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.
MRHGuestServices, Hotel Sales Executive Coordinator at Mount Royal Hotel, responded to this review, May 27, 2013
Dear MsBonita:

Thank you for giving the Mount Royal Hotel a 5 star rating on Trip Advisor! We are thrilled that your birthday celebration at our hotel was so memorable and that you enjoyed staying in one of our Junior Suites. Our location is indeed fantastic, right in the heart of downtown and, most importantly, within easy walking distance of all the restaurants and shops that Banff has to offer.

We appreciate your loyalty and look forward to your return when you next decide to visit the area.

Sincerely,

Alexandra George
Hotel Sales Executive Coordinator
Brewster Hospitality
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Edmonton, Canada
Senior Reviewer
7 reviews 7 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
6 helpful votes 6 helpful votes
4 of 5 stars Reviewed May 18, 2013

This hotel is right downtown near all the good shopping and restaurants. The room was spacious, the beds, bedding and pillows were heavenly. The front desk staff and the lounge staff were all very friendly. Only one little complaint: had to go back down to the front desk twice to get key cards reprogrammed, kind of a pain. The hotel does have a fine sense of history too, which I like, adds character.

  • Stayed May 2013, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 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.
MRHGuestServices, Executive Coordinator at Mount Royal Hotel, responded to this review, May 22, 2013
Dear Lovetotravelgirl46:

Thank you for sharing your experience regarding your recent stay at The Mount Royal Hotel. We appreciate you giving us a 4 star rating on Trip Advisor! We are pleased to read that you were impressed with our ultra-convenient downtown location, friendly staff and spacious, well appointed rooms. Our hotel is the second oldest in Banff so it definitely has a lot of history and character which we are proud to preserve!

We value your business and look forward to welcoming you back on your next visit to Banff.

Sincerely,

Alexandra George
Executive Coordinator
Brewster Hospitality
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Senior Reviewer
7 reviews 7 reviews
Reviews in 2 cities Reviews in 2 cities
13 helpful votes 13 helpful votes
4 of 5 stars Reviewed May 11, 2013

I stayed at the Mount Royal Hotel from May 7-10 while attending a conference at the Banff Centre.

The Mount Royal is an older hotel situated right in the centre of Banff's small downtown area. While the hotel could use some updating and maybe some new carpets in the rooms, it does offer a terrific location and a very good value for the money. The Mount Royal is within a block or two of all the best restaurants and bars (try the Rose and Crown for music and drinks!).

The staff were unfailingly upbeat and helpful. When the free wi-fi signal faltered, the Assistant Mgr was at my door within minutes with a wi-fi signal meter and corrected the problem.

Room Tip: On weekends the street noise can get a bit loud (with party people exiting the bars/clubs) - so you...
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  • Stayed May 2013, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 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.
MRHGuestServices, Executive Coordinator at Mount Royal Hotel, responded to this review, May 13, 2013
Dear Dale and Robyn:

Thank you for your positive feedback and for giving The Mount Royal Hotel a 4 star rating on Trip Advisor! We are contented to read that you found our staff to be unfailingly upbeat and helpful and that you enjoyed our ultra-convenient location, only a stone’s throw from all of the best restaurants and bars downtown Banff has to offer. It is our pleasure to inform you that the hotel’s guest rooms are currently undergoing renovations to better cater to our customers.

Thank you once again and we look forward to serving you again in the future.

Sincerely,

Alexandra George
Executive Coordinator
Brewster Hospitality
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Calgary, Canada
Senior Reviewer
9 reviews 9 reviews
4 hotel reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed May 8, 2013

This was our first stay at this hotel - we stayed for 3 days and 2 nights. We ended up getting a updated room with two queen beds overlooking banff ave on our second ask (when we went to our room the first time they put us on the second floor in this dingy room beside the managers office). The room was really nice - updated beds and nice decor. The rooms were also spacious! We stayed on the third floor overlooking banff ave with a great view of the town! The only downside was that it got pretty noisy friday and saturday nights because of the swarms of bachelorette/bachelor/birthday party groups that were on their way to the pub or clubs. Overall it was a good stay - wish they had more amenities for dogs such as dog-sitting (with a charge) or just water bowls since they are charging a $25/day fee for just having a pet in the room.

P.S. The Mount Royal hair salon was really great and so was the pub-grub!

  • Stayed April 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 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.
Edmonton, Canada
Senior Contributor
25 reviews 25 reviews
12 hotel reviews
Reviews in 18 cities Reviews in 18 cities
46 helpful votes 46 helpful votes
1 of 5 stars Reviewed May 7, 2013

When we first checked in it started off badly. The clerk was not very helpful at all. The hotel promised free parking on site, it was full so she instructed us to park on the street. When i asked her where it was ok to park she advised me to see the signs and use common sense. The room was ok, nothing special. It all started to get really bad at 11:00 pm when we found out we were surrounded by a big party of kids. They went on until midnight and than left the hotel. Guess what, 3:00 am they all came back and partied all night. We called the front desk numerous times and they said there was nothing they could do. We asked to be moved and they said no. Wow I was upset. In the morning I complained again to the front counter and was told there was nothing they could do for me. I mentioned we would not stay there again and they said OK. Wow. Problems happen, but it is how they are handled that makes the difference. Don't stay here. Worst hotel stay for us ever.

Room Tip: One not in this hotel
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  • Stayed April 2013, traveled as a couple
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MRHGuestServices, Executive Coordinator at Mount Royal Hotel, responded to this review, May 8, 2013
Dear Guest:

Please accept our sincere apologies for your recent experience staying at The Mount Royal Hotel. We take great pride in our staff being helpful and accommodating and want to assure you that your experience is not common with our hotel standards. We take your complaints very seriously and appropriate action will be taken.

Thank you for providing us with this knowledge, it is much appreciated.

Sincerely,

Alexandra George
Executive Coordinator
Brewster Hospitality
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Mount Royal Hotel

Address: 138 Banff Avenue, Banff, Banff National Park, Alberta T1L 1A7, Canada
Location: Canada > Alberta > Canadian Rockies > Banff National Park > Banff
Amenities:
Bar / Lounge Business Center with Internet Access Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access Airport Transportation
Hotel Style:
#1 Best Value Hotel in Banff
Price Range (Based on Average Rates): $
Hotel Class:3 star — Mount Royal Hotel 3*
Official Description (provided by the hotel):
In the heart of Banff, the Mount Royal Hotel offers 135, comfortably appointed and recently renovated guest rooms. All rooms offer a window view and come with 37" LCD TV's, coffee maker, digital clock radio, telephone with voicemail, electronic in-room safe and iron/board & board, hair dryer, climate control (heat and air conditioning)and bathroom amenities. ... more   less 
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Also Known As:
Mount Royal Banff
Hotel Mount Royal

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