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“Worst customer service I have ever experienced.” 1 of 5 stars
Review of Banff Park Lodge Resort and Conference Centre

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Banff Park Lodge Resort and Conference Centre
3.0 of 5 Resort   |   222 Lynx Street, Banff, Banff National Park, Alberta T1L 1K5, Canada   |  
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Hotel amenities
Ranked #11 of 33 hotels in Banff
Calgary
1 review
“Worst customer service I have ever experienced.”
1 of 5 stars Reviewed August 3, 2009

Stayed there as part of a wedding party. The front desk was rude and completely unhelpful. They screwed up my room reservations, and instead of apologizing for the error, blamed me and lectured me about their cancellation policy. Made me late for the rehearsal dinner. Hotel was clean, and the rest of the staff was friendly, but was disgusted with the front desk. (I had a couple run-ins with them while I was there). Would never stay there again, based solely on the front desk staff/management.

  • Stayed July 2009
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
aflierjans, Manager at Banff Park Lodge Resort and Conference Centre, responded to this review, August 6, 2009
It is always easy to hide behind a screen name when you have a complaint, disallowing a solution by the management.

However, we think that we know this person as only one person had an opinion like this two weekends ago with the wedding.

The foul language used by her at the front desk when we informed her that we could NOT give out room numbers of other guest (attending the wedding) for privacy reasons was still ringing in our ears days later.

The bride's mother apologized to us for her language.

And for screwing up the reservation I can only say that we send out e-mail confirmations with all the booking details almost immediately (when provided with an e-mail address) and we did in this case as well.
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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
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (108)
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English first
Nova Scotia
Senior Reviewer
10 reviews 10 reviews
7 hotel reviews
Reviews in 9 cities Reviews in 9 cities
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed June 11, 2009

We stayed one night originally but changed that to 3 when we saw the room . The front desk staff were super ! Felix told us the regular rate was $179.00 but would let us have it for $139.That was then lowered to $99.oo when we took 3 nights and also the $8.50 indoor parking fee was waived. Katrin at front desk was also most helpful and these 2 young people will one day make their mark in the accomodation industry. The room was sumptuous, 2 sinks so one could wash hands,etc while the other was using the bathroom. Water pressure was super. There was a coffee maker, hair dryer, clothesline in tub,......Everything you could ask for. The room faced the side street and was so quiet that you'd think you were the only ones there....even though the garage was very full. There was a balcony where one could see the mountains. (rm.228) I would love to stay here again. Downtown was only a minute away, so we didn't need to use the car; walking everywhere. Banff is lovely. We tried many cafes but out favorite became the Wild Flour ; which has organic treats galore .

  • Stayed May 2009, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Wales
Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed February 8, 2009

Stayed at the Banff Park Lodge this week and it was lovely and a great location for the town. The leisure facilities, whilst the gym is small, are great - there is a fab pool, jacuzzi and steam room - perfect after a days skiing to chill out. There is a lovely lounge bar for a few beers in front of a roaring fire or the tv showing all the ice hockey games etc. The restaurant has speciality buffet nights for $26 which are really good value with good food and plenty of choice. Ski buses run regularly from the hotel and are on time. The Hotel has a few shops set into its promenade which cover the majority of basic needs along with some nice gifts.

  • Liked — Location
  • Stayed February 2009, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Check in / front desk
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
    • 4 of 5 stars Business service (e.g., internet access)
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Coventry
1 review
5 of 5 stars Reviewed February 2, 2009

Stayed at this hotel on the 14th-21st Jan 2009. Booked through Inghams for a ski holiday. I read the mixed reviews on this site before I left, can I just say that anyone booked in at this hotel should not worry. From the moment we checked in we were made to feel VERY welcome. The room was spotless (room 271) two queen beds, TV, tea and coffee making, bath with shower, 2 sinks, fridge and a free safe, OK maybe the bathroom could do with a re-tile but I'm being really picky now. There is also a balcony with lovely view of the mountains, no chairs but -7 degrees so not wanting to sit out there for long.

The pool area has been refurbished and is very nice a reasonable sized pool a bit on the cold side! But able to swim in. A nice hot jacuzzi, a separate hot plunge pool, steam room and a small gym with a running machine, Free weights dumbbell rack, two exercise bikes and a ski walker. Free towels are supplied and also shampoo and shower gel is supplied in dispensers in the shower. Also free lockers are available.

We used theChinook restaurant for breakfast only. Very nice with a choice of hot or cold buffet for around $17-$18CAD a bit pricey but you can order individual items off the menu such as toast and tea or coffee for around $6CAD ect. Great staff (Kate).

Overall a great stay all the staff were very nice and would do anything to help. Thinking off going back next Jan.

  • Liked — Everything
  • Disliked — Pool temperature
  • Stayed January 2009, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Check in / front desk
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Canada
Senior Contributor
21 reviews 21 reviews
7 hotel reviews
Reviews in 9 cities Reviews in 9 cities
24 helpful votes 24 helpful votes
3 of 5 stars Reviewed January 19, 2009

I stay here each year for business. The pool area is the draw for us to extend our trip and make it a family stay.
Pool was renovated in 2007 and was quite nice. This last trip, the pool was so cold, my kids wouldn't use it. There were very few people who could brave the frigidity, and all ended up in the warmer plunge pool, to sit. therefore, the place was packed with families huddled in the hot tub and plunge pool, and the pool went unused.
We approached the front desk about the cold pool and they seemed completely disinterested. I approached them later to ask for follow up and they didn't seem to know what I was speaking about.

I wrote an email and had prompt response, very kind, and was told they looked into the records of the pool maintenance. They emailed back within a day or two and assured me that the temps were right in line with their expectations. That may be, but the fact remains: the pool is too cold to enjoy! When even little kids, who will pretty much swim in anything, won't use your pool...there is a problem.

This upcoming business trip, we will extend our stay again, but will be booking those extra days at another hotel with pool we just tried and enjoyed.

Other than the horrible pool temps, the staff is fine, the conceirge Robin is very helpful and has been there for years. The breakfast buffet has fantastic fresh fruit.

Our room had a queen and pull out and that is fine.

  • Liked — The staff
  • Disliked — The horribly cold pool
  • Stayed October 2008
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Check in / front desk
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
    • 3 of 5 stars Business service (e.g., internet access)
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Calgary, AB
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed October 6, 2008

My boyfriend and I booked this hotel to celebrate our one year anniversary. We booked the romance package which included a nice size room with a large jacuzzi-jetted tub and king size bed. On arrival check-in was fast and easy...we got to our room and had a bottle of champagne and chocolate covered strawberries to enjoy. The bathroom was a nice size with a shower with 6 different showerheads...three on each end, and the jacuzzi tub was perfect for 2. We had room service the first evening and it was pretty good. The pool area is really nice. It's very modern although it'd be nice if the pool was a bit bigger and deeper than 1.5 metres. I definitely recommend going to the Terrace Dining room at the hotel. We booked a reservation and got a $90 dining credit with the package and had extremely good service and the best Filet Mignon I've ever had...and I've been to a lot of different places. Be prepared to splurge a bit there! Only a 2 minute walk to shopping.

  • Liked — Jacuzzi & Terrace Dining Room
  • Disliked — Nothing
  • Stayed February 2008, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Check in / front desk
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Toronto
Top Contributor
59 reviews 59 reviews
34 hotel reviews
Reviews in 34 cities Reviews in 34 cities
28 helpful votes 28 helpful votes
3 of 5 stars Reviewed October 4, 2008

We stayed at the park Lodge for four nights. They gave us a room facing the street, which was a bad choice given the traffic and noise, particularly at night. We asked for a room facing the back service road which was much better. The building is old and needs a big makeover. Everything is dated, the furniture, the carpet, the towels...everything. However, I think the hotel is clean and staff was very friendly and helpful. I believe that the only renovated area in the whole building is the swiming pool and steam room. For the price we paid, I guess there are better options in town, particularly in Banff which is a small town and everything is within walkable distance.

  • Liked — Location
  • Disliked — Dated rooms
  • Stayed October 2008, traveled on business
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Check in / front desk
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Additional Information about Banff Park Lodge Resort and Conference Centre

Address: 222 Lynx Street, Banff, Banff National Park, Alberta T1L 1K5, Canada
Phone Number:
Location: Canada > Alberta > Canadian Rockies > Banff National Park > Banff
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#4 Top resorts Hotel in Banff
#9 Business Hotel in Banff
#10 Romantic Hotel in Banff
#12 Family Hotel in Banff
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Banff Park Lodge Resort and Conference Centre 3*
Official Description (provided by the hotel):
Banff Park Lodge is the only 4 Star Canada Select full-service resort hotel and conference centre with 211 rooms right in downtown Banff, in the heart of historical Banff National Park. We offer 2 restaurants, lobby bar, indoor pool with Jacuzzi and steam room, exercise facilities, self-serve laundry facilities, indoor parking and we offer Wi-Fi throughout the hotel.Our 211 spacious guest rooms are tastefully decorated and include coffee makers, in-room safe, convenience refrigerator, cable television, clock radio, direct dial telephone and voice mail system, a table with two chairs, large dresser, ample closet space, hair dryer, iron & board, individual climate control and a private balcony or patio. ... more   less 
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Also Known As:
Banff Park Lodge Resort And Conference Centre Hotel Banff
Banff Park Hotel
Banff Park Resort

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