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“Best location but non-existent 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 #23 of 31 Hotels in Banff
Sydney, Australia
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
4 helpful votes 4 helpful votes
“Best location but non-existent service”
2 of 5 stars Reviewed February 12, 2014

The Mount Royal has the best location in Banff but it is a pity that the service is so poor. We stayed there for five nights in late December 2013. On no day was our room serviced. On two nights after the cleaning staff had left we had to go to reception to request clean towels. On two other nights we caught cleaning staff as they were about to leave and had to ask them to empty bins and provide clean towels. On one night we were provided with only hand towels and were initially told that there were no bath towels - fortunately some bath towels were found on another floor. Despite the lack of service in our room, other rooms must have been cleaned as the hallways were littered until late in the day with bags of rubbish and dirty linen. Further we had a plumbing problem which had a temporary fix but a bucket had to be left under the washbasin to catch any drips - it was still there when we left. Finally we were provided with out of date information about times for the ski bus and missed a big part of a morning's skiing. On arriving home we provided feedback via the website and expected some explanation or apology but the Mount Royal must believe that "silence is golden". Overall the location does not make up for the dismal service.

Stayed December 2013, traveled with family
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MRHGuestServices, Front Office Manager at Mount Royal Hotel, responded to this review, February 12, 2014
Dear Don M,

Thank you so much for taking the time to post your review here. I have looked through the feedback from the system on our website, and I'm sorry to say that I could not find your response. I will follow up with our web team, as I can assure you that we value your feedback extremely highly and respond to all comments that we do receive.

I would primarily like to convey my most sincere regrets for the perfect storm of problems that you experienced while staying with us. We do set ourselves a very high standard for guest service which we were clearly unable to meet for you. We have already investigated internally what happened and taken steps to ensure that there is not a repeat of any of these issues.

It is true that we have a fantastic location in downtown Banff, and I hope that on your next visit you would consider giving us another chance to deliver what we consider to be the true Mount Royal Hotel experience.

Sincerely,

Carl Rickards
Front Office Manager
Brewster Hospitality
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551 reviews from our community

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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 (137)
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English first
Calgary, Canada
Senior Contributor
40 reviews 40 reviews
23 hotel reviews
Reviews in 22 cities Reviews in 22 cities
25 helpful votes 25 helpful votes
5 of 5 stars Reviewed February 9, 2014

This is literally on the main street of Banff, recently renovated it was a delight to stay here. We found a special that included breakfast (Tony Romas - average buffet) but great value given the location. The staff are fabulous, a few hiccups that were promptly attending to.

It has limited parking, all outdoors, so make sure to bring your plug-in in the winter months! There are shuttles to the ski hill from the carpark, which makes life easier.

This is on the main street, so rooms overlooking the main street can be noisy (earplugs were provided), but beds were comfortable and ammenities were great! A fridge in the room would really make it better, but as there are so many restaurants and cafes near-by - not an issue!

Room Tip: Might be best to request room at back of hotel - the main street can get noisy early in the morning...
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  • Stayed February 2014, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MRHGuestServices, Front Desk Supervisor at Mount Royal Hotel, responded to this review, February 20, 2014
Dear OzGirl19

Thank you for taking the time to review the Mount Royal Hotel.

We are glad that you found it to be a delight to stay with us and thank you for your wonderful comment about our staff.

As you mentioned we are located right on the main street which can be lively at night. While many people are not bothered by the noise, we are happy to provide ear plugs for our guests that are light sleepers. It's good to hear that you enjoyed our comfortable beds and great amenities.

Since we do only have a number of fridges available please contact us directly prior to your stay and we will do our best to accommodate any special requests you might have.

Thank you again for your feedback and we hope to welcome you back in the near future.

Meaghan Young
Front Desk Supervisor
Brewster Hospitality
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Banff, Canada
Contributor
16 reviews 16 reviews
3 hotel reviews
Reviews in 7 cities Reviews in 7 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed February 9, 2014

Perfect venue as in the centre of town, the room was great, though the bathroom a little snug. They advertise as the only hotel with ski bus pick up which isnt true.But that aside, the down side s the rooms arnt very insulated against noise, so if you want a lie in forget it, all that would be needed to fix this is for the hotel to supply lockers for the guests to keep the ski boots in as they do for skis and snow boards. This would then reduce the noise in the mornings when guests get upp to catch the early ski bus. Only other down side is no fridge in the rooms, which would again be a real easy fix.
Staff great and friendly and really helpful, overall a great place

  • Stayed February 2014, traveled as a couple
    • 5 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
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Calgary
2 reviews
Reviews in 2 cities Reviews in 2 cities
5 of 5 stars Reviewed February 5, 2014

This hotel is excellent/affordable and is in a perfect location on Banff Ave. The hotel is extremely clean and the staff are always smiling and ready to help you. Meghan at the front desk is wonderful and very attentive.

Room Tip: If you stay facing Banff Ave it can get a little noisy however the view is spectacular. The back of...
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  • Stayed January 2014, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MRHGuestServices, Front Desk Supervisor at Mount Royal Hotel, responded to this review, February 12, 2014
Dear Marie E,

Thank you for your amazing review of the Mount Royal Hotel. We are very pleased to read that you enjoyed your stay with us. I am so happy you liked our incredible downtown location.

We highly appreciate your kind comment regarding our front desk staff - I will pass it on to the staff member and their management.

Thank you again for your review and we hope to see you again in the near future.


Sincerely,

Stephanie Quaiser
Front Desk Supervisor
Brewster Hospitality
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Contributor
18 reviews 18 reviews
6 hotel reviews
Reviews in 13 cities Reviews in 13 cities
14 helpful votes 14 helpful votes
5 of 5 stars Reviewed January 28, 2014

This was the final stop of our Canada ski holiday. Somehow we got our dates wrong and arrived a day early. We had booked a Junior suite but it was unavailable ( understandably)!
We were happy to have any room for the night but the receptionist was concerned that we should not have to move. She found an executive suite was available for the whole time and upgraded us to that! So the problem we created was turned into an enhanced experience... Well done Mount Royal.
It is an older hotel but the suite had a graciousness to it that made you feel totally comfortable!
( new isn't always best!). It was quiet and the bed was very comfortable.... The in room jacuzzi was a boon for tired ski legs!
It was the icing on the cake for our best ever Canadian ski experience ( our 14th )!

Room Tip: In an older hotel there is real value in choosing superior rooms... They often leave newer hotels fo...
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  • Stayed January 2014, traveled as a couple
    • 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.
MRHGuestServices, Hotel Sales Coordinator at Mount Royal Hotel, responded to this review, February 4, 2014
Dear Kevin S,

Wow - what an incredible review! Thank you so much, we truly appreciate hearing from our all our guests (especially when we have done something right!).

Our staff are dedicated to providing our guests with an unforgettable experience. We recognize how stressful it can be when reservations gets mixed up so we do our best turn those situations into a positive experience (provided we have the availability of course).

To hear that we were a major factor in being your 'best ever Canadian ski experience' is incredible, and please know that we enjoyed hosting you.

Thank you again for your review and we hope to see you again next year.

Sincerely,

Jessica Hall
Hotel Sales Coordinator
Brewster Hospitality
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Calgary, AB
Senior Reviewer
7 reviews 7 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed January 26, 2014

This place is nothing too fancy but a very affordable and comfy place to stay. Great place if your just looking to crash for the night after a few drinks on banff Ave. It's in a prime spot and close to everything! Would definitely stay here again.

Room Tip: Rooms in the back of building have a beautiful view of mountain
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  • Stayed January 2014, 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
    • 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.
MRHGuestServices, Hotel Sales Coordinator at Mount Royal Hotel, responded to this review, February 4, 2014
Dear travelbug1187,

Thank you for your recent review of the Mount Royal Hotel.

We pride ourselves on offering our guests an incredible location at an affordable price without sacrificing excellent service.

We are so pleased you enjoyed the mountain view from your room. For our future guests it is important to note that not all of our rooms or room types guarantee a mountain view. Please request a mountain view when making your reservation and our front desk staff will do their best to provide you with a good view.

Thank you again for your feedback and we hope to see you again soon!

Sincerely,

Jessica Hall
Hotel Sales Coordinator
Brewster Hospitality
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Perth
Contributor
14 reviews 14 reviews
7 hotel reviews
Reviews in 6 cities Reviews in 6 cities
3 helpful votes 3 helpful votes
3 of 5 stars Reviewed January 23, 2014

We stayed here for 2 nights while on a tour of Canada so we have stayed in many hotels. This hotel was the worst in the way of sleep. We stayed on a Saturday and Sunday night and found the corridors in the hotel very loud during the night with people screaming and running up and down. To make it worse the hotel has wooden floors so you can hear the people above you walking around all the time. This made it very hard to sleep.

The positives is the location. Right in the middle of town and joined to Tony Roma's restaurant which is nice for dinner. Free wifi in the rooms is plus too but there is no fridge in the rooms.

Room Tip: Choose the top floor so you don't have to listen people walking around on top of you all night.
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  • Stayed January 2014, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MRHGuestServices, Hotel Sales Coordinator at Mount Royal Hotel, responded to this review, February 4, 2014
Dear KellyBond,

Thank you for your recent review of the Mount Royal Hotel.

As you mentioned, our hallways can get a bit loud on Saturday nights. If you are being disrupted by any guests, please call our 24 hour front desk and an agent will be more than happy to resolve the situation for you.

Our location is right in the heart of Banff and just a minute's walk to most of the restaurants, shops, and nightlife.

Thank you again for your review.

Sincerely,

Jessica Hall
Hotel Sales 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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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:
Ranked #23 of 31 Hotels in Banff
Price Range (Based on Average Rates): $
Hotel Class:3 star — Mount Royal Hotel 3*
Number of rooms: 135
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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