Stayed here with family of five for three nights. First impressions of room were good-it had a moderate sized living area, two large bedrooms, a well-equipped kitchen and modern bathrooms. However, we soon noticed a strange smell and huge black areas of mould throughout and room and the hotel in general. These patches in the corridor were even painted over during our stay in an attempt to hide the mould. A piece of ceiling also fell out, probably due to the same issue of damp mould. The most uncomfortable consequences of this health issue were noticed after one nights sleep- we woke with itchy, swollen eyes, congestion, nose bleeds and coughs. Checking out after three nights was a relief. We are very disappointed that a promising stay turned into a nightmare for us as allergy-sufferers. The hotel really needs to remedy this problem and improve the ventilation in the spa and heated pool area (right next to the room we stayed in) so that steam doesn't dampen the walls and ceilings and mould cannot grow.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
It is always regretful when any guest has a less than exemplary stay with us here at the Lodge. We welcome feedback, both directly to our staff or Management team, and online. It is most helpful to other readers and potential future guests when the feedback provided is constructive, accurate and factual – unfortunately, this is not the case with the above.
Report response as inappropriate
I assure valued future patrons we do not have an issue of mould in our rooms or corridors. I also welcome any guest with queries regarding the above feedback to contact me directly. I encourage you to consider other reviews online to evaluate our property, standards and customer service ethic.
N.B. Persons conversant with Banff’s mountain location at high altitude (elev. 1,463m), will be familiar with associated symptoms from our dry environment (as outlined in the review).
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.