Our 5-night stay was less than ideal.
First, the room. We were in a downstairs unit (2 queen beds -- “Deluxe 2 Queens”) which was very dark and warm with dirty carpet (yes, I have now read some other reviews and see that the carpet is about to be replaced...it would have been nice, however, if you could have cleaned it up to that point). I see that others have described similar units as a “cave.” That sums it up: we were in a little dungeon so dark that I could barely read my book in the evenings. Thank goodness for that plastic Adirondack chair sitting out in front of our room -- I was out there at 7 a.m. each morning, all cuddled up in the mountain air, reading away. We also heard a great deal of noise above us on several nights. We asked to move but they weren’t able to accommodate us (they “put our name on a list”...then, it seems, promptly forgot us). I now see that my husband could have booked a loft room which would have only been a bit more money. Though we are not keen on lofts for sleeping and didn’t need a third bed, wish he had as (I presume) there would have been nothing above us to create noise.
The biggest problem, though, was the pool, which was closed for the last two days of the stay. Yes, the pool is crowded when it is open (if the occupancy limit is 22 for the hot tub and 28 for the pool, as the manager mentions in one of his/her responses to another review, it is grossly undersized for the property). Nevertheless, it has a lovely view and was one of our favorite parts of the stay. There’s an upside to the in-pool cosiness: you can meet a lot of interesting people, who hail from all reaches of the world, and compare notes regarding Banff. Unfortunately, on Thursday they suddenly closed the pool due to some sort of mechanical malfunction. We were offered a voucher for the local hot springs (a voucher for the $18 admission only...we still had to pay for towels and lockers, which the hot springs insisted upon). If you think Hidden Ridge’s hot tub is crowded, it’s nothing compared to the sea of humanity in the hot springs (not to mention that it was a poor substitute for our 12-year-old son -- it’s more of an adult thing, hence, not a suitable alternative for this family resort). On Thursday, when the problem first occurred, the front desk stated “we hope to have this fixed by tomorrow.” When we inquired again on Friday, we were told the pool would not reopen until the NEXT WEEK. The communication regarding the problem was poor (not like we ever got a voice message or a printed notice with an update). Had we initially been told that the pool would not reopen, we definitely would have moved to another hotel.
At the end of our stay, I asked for a reduction in our room rate. We did, after all, contract for a property with a pool, and that’s not what we got. The woman at the front desk knocked $66 (15% off of the last two days) off the $1150 bill. Hmmm. Did I feel better about the stay? Not really. It felt like two little, two late...and I had to ask.
On the upside, the free DVDs that one could take back to the room were great -- lots of current movies to choose from, which delighted our son. The kitchens are not well-appointed (no serving bowl, no colander, etc.) but are definitely serviceable and we loved making several pots of coffee each morning. The front desk staff was always cordial (though, as I have mentioned, in many ways ineffectual...when I remarked about the noise coming from above, the woman on duty at the time says “we rarely receive that feedback because there is reinforcement between the rooms” or something like that, yet I see that many of the reviews remark on the noise between rooms...one would think they would try to make a party with a 5-night stay comfortable). The bbqs worked fine and were a nice alternative to dining out, though they were filthy...with just a bit of cleaning, they could be a real plus. And finally, the property, despite the proximity of local campgrounds, is nicely situated outside the center of town. I wonder, though...if it had been really hot (it was not), how would we have kept cool at night while ensuring our safety, as (with no a.c.) we would have needed to keep the windows open? Indeed, those campers are a stone’s throw away...and the windows into both the front and back of the room are right at ground level. It would have been very uncomfortable sleeping without locked windows.
I wish we had selected a different hotel. That said, this was neither a home run, nor a nightmare. The room rate is fairly low. That old adage, “You get what you pay for” holds true. We won’t go back. Can see why some people (with better rooms) like it, but it wasn’t at the top of our list.
Even if you are a small party and don't need the extra space, book a room that does not have any...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 19, 2013
I am sorry that you had a poor stay at the resort. I can assure you that you were never forgotten but as we were sold out every night, we had no options to move you. The lower pool, one of two pools is now open as of Monday morning. We are sorry this proved to add to the inconveniences you suffered over the course of your five night stay. We have extensive plans to shampoo the carpets once we are able to find the room vacant for a night, which we have not seen in unit 123 (the unit you stayed in) since Sunday, June 23rd during the flood. As all of our units open to the great outdoors, our carpets suffer more from dirty shoes than a traditional hotel might as you would generally walk though carpeted hallways that can be cleaned without the room being vacant. Our housekeeping team is working on shampoo spots as they go, but we need the unit to be vacant to do a full shampoo at the carpet takes time to dry.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.