Overall, we enjoyed our one night stay at the Banff Springs. However there were a few surprising incidents that reduce my rating to 4.
My husband is a platinum president's club member and had requested a morning check-in as I would be staying at the hotel for the day whilst the rest of the family skied . We had even recieved an email saying that the request had been noted . On arrival I was informed that there was another platinum level guest in the room who was not due to check out until 5pm - therefore not even the usual 4pm check-in was possible.
The member of staff on the front desk , Lawrence, was great though and organised another room for me to use for the day. He knew which room we had actually been assigned for the evening and was reluctant to switch us to another. He was right not to do so as the room we eventually stayed in was excellent.
The next incident was of much greater concern though. At one point I left my jacket and purse locked in the temporary room for 15mins whilst I went to meet my family in the hotel lobby. On returning to the room I found both my jacket and purse missing. I was obviously very concerned and my first thought was that the items had been stolen - a very unpleasant feeling .
A helpful member of staff who happened to be in the corridor suggested that my items may have been moved to a new room and she went away to investigate . After a few worrying minutes the member of staff returned and she said that was indeed the case even though I hadn't been informed that the other room had now become available. My 9yr old had been in tears thinking that his iPad mini , which had been in my purse, had been taken.
We were disappointed that the hotel would allow a guest's personal items to be moved between rooms without the guest being made aware of this, and ,more importantly, without their consent .
Our concerns were passed on to the front desk manager but , surprisingly, we heard nothing more during our stay.
The last ' incident' was when we asked if we could make use of the Fairmont car to take us in to Banff town centre. The concierge informed us that " we don't do that" .My husband questioned this as the car was parked outside . The member of staff then informed us that they had a car but no driver. No apology - not even a smile.
Despite our eventful first few hours the hotel itself is a wonderful place to explore . The room we eventually ended up staying in was a Stanley Thompson suite . It was very spacious, comfortable and possibly better than we expected.
I ate twice in the Rundle Lounge and the food was both delicious and well priced. Most of the Fairmont staff were very friendly and helpful -including the young lady who helped solve the mystery of the disappearing items.
Thanks to Lawrence, we also had a very late check-out the following day which allowed my family to enjoy the hotel amenities after returning from the ski hill (no incoming hotel guest was inconvenienced by this as the room was unoccupied that night ).