My husband and I decided we needed to start some sort of tradition. We searched and looked for something within driving distance that we could return to every Thanksgiving. We finally decided RimRock in Banff would fit what we were looking for perfectly!
Well... It was horrid. We stayed for three nights. The hotel needs some love and investment. I'm sure it's a high traffic hotel as it's in Banff but it definitely needs some love. Bashed walls, torn bedspreads, terrible TVs, dirty walls in the hallways. For a high end this was disappointing. BUT --- it wasn't this that was horrid...
Basically they do not have control of their hotel. I totally understand that they can't control their guests but it was VERY obvious after 3 nights and 4 days that repeat guests is not their business model or valued to want them to come back. 2 out of 3 nights the place was like a Carnival cruise ship in the hallways. If you are looking for a relaxing getaway - don't go here.
From the pool area where the attending security and staff did NOTHING about very inappropriate behaviours and drove several people out to the wedding parties that extended after hours from midnight - 4am to unsecure parking so guests have to park at the gondola as the parkade got full from non-stay folks showing up for parties. (we know this as we met up with 3 non-guests in the elevator that all had vehicles parked in the parkade and were laughing that we had to walk and were paying for daily parking.
I did talk to security the 2nd night. Security did come and "try" to break down the party. I heard the partiers "promise" to break it up. Security then left and never re-checked. It continued on.
I spoke to the assistant GM the next day. She asked what can we do to make you happy? I said, "I leave that up to you but at this point we won't return". She had many excuses about not being able to control guests and their 3 strike rules. So I said, "So I as a "good" guest you need my intervention to help manage your security by calling and insisting something gets done?"
It was VERY apparent that the business culture there is not to gain return guests.
I was very professional with the front desk when I checked out but when asked how it was I said, "We will never return actually" and the lady said, "Oh I'm sorry to hear that. Are your charges on your card ok?" And then smiled.
I did receive 4 stale truffles and a sorry note the last night when we returned from a hike.
That was "nice". But really?
My expectations? Comp of some sort of the 2nd night we couldn't sleep as the following day SUCKED because we were so tired.. Just one night not the entire stay.
My husband and I spent over $1000 at the spa. I would think they would consider us guests they wanted back as we behave, spend money and respect others.
I caution anyone that thinks this is a great place to stay. The cost does not reflect the atmosphere you should expect.
We travel extensively. So I am not immune to bad guest behaviour. We've seen a lot. But wow - to be dismissed like RimRock did? That's brutal.
Scenery is beautiful (that's a given...)
The food was good at their restaurants.
And their spa was fabulous.
But we left tired, disappointed and did not feel valued.
We won't return.
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