Upon arrival, we drove into the underground garage as instructed on the sign by the front door of the hotel. The 'warning bar' was damaged ( which we did not notice) and was actually missing. We entered through the garage door with no problem but as we advanced through the underground to seek an open space, we suddenly heard a dreadful noise. Yes, we had hit an overhead, very low lying, concrete structural support beam. It tore off the roof rack and destroyed one of our ski binders. Wonderful. Ruined our 3 day ski trip as we spent most of the following days renting a set of skis, trying to get the broken binder repaired, and as our roof rack was now useless, we had to try to get all 4 sets of skis and poles into the car, together with the 4 passengers. We proceeded to check in and the girl at the check in desk was arrogant and rude when we mentioned what had happened. A sympathetic ear would have gone a long way, not the ' attitude' and the ' I don't have the time to listen to YOU' approach. We would never stay there again, not because of the damage to our car which we feel strongly was totally avoidable with some clearer warning signs; but because of the dreadful attitude of the front desk staff member. That's all it takes for a person to look elsewhere on the next trip. As we live in Calgary, we frequently drive up to the mountains and enjoy staying over the weekend or for a few days here and there. We will never stay in Rundlestone Lodge again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 26, 2012
Thank you for your review. I regret the incident which occurred and am are deeply disappointed that your ski trip to Banff was less than satisfactory. The height clearance for vehicles is clearly signed (Maximum vehicle height of 6’4”) at the entrance to the underground parking lot, and the warning structure is not damaged. The chain links that hang down are meant to create noise if the vehicle is too high to fit in the parkade. (There is not meant to be a bar that hangs across the warning structure.) There is an additional metal bar inside the underground parkade to further warn our customers if their vehicle is too high. The lowest point in our underground parking area is 6’5”, which is the concrete structural support beam sited in your review.
Report response as inappropriate
Understandably the incident was distressing and I'm sorry you felt the service received at check-in was unsatisfactory. We have addressed this matter with our customer service representatives and we will endeavour to provide all of our customers with exemplary service in the future.
We value the feedback received and, as such, will be reviewing the possibility of creating additional steps to further warn our customers regarding vehicle height restrictions.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.