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“Lacks basic care and attention” 3 of 5 stars
Review of Grande Rockies Resort

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Grande Rockies Resort
4.0 of 5 Hotel   |   901 Mountain Street, Canmore, Alberta T1W 0C9, Canada   |  
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Ranked #22 of 33 Hotels in Canmore
Calgary
Senior Reviewer
6 reviews 6 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
10 helpful votes 10 helpful votes
“Lacks basic care and attention”
3 of 5 stars Reviewed 5 days ago NEW

We stayed over the May long weekend for this trip. We had stayed before and our kids loved the pool area. It's a decent resort and they had availability. I was very disappointed in their basic cleanliness and attention to detail. The entire time during our stay, there were soiled bed linens in the hall. About 50 large bags worth of them just piled in the hall next to bags of garbage. In addition, one of our neighbors had left their room service out and it was never taken away over the 3 day stay.

The pool was still pretty good but for some reason, they had no clean towels for the guests. We had to walk back to our room soaking wet.

I also had a problem with the bluray player. Well, the problem wasn't the player, it was that there is only 1 HDMI Cable. There are several cables behind the mounted tv so you have to play AV specialist and move the cable from the pvr to the bluray. I called about it and they never brought an additional HDMI cable. When I checked out, I mentioned it again and they said that yes, the rooms only have 1 HDMI cable and if you have a suite with 2 tvs (living room and bedroom), you have to move the HDMI cable from room to room. That is just plain stupid. Why purchase tvs, pvrs, bluray players, mount them and then cheap out on an extra HDMI cable?

  • Stayed May 2015, traveled with family
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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69 reviews from our community

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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3 of 5 stars
  • Cleanliness
    3 of 5 stars
Traveler tips help you choose the right room.   Room tips (15)
Date | Rating
  • English first
  • French first
  • Any
English first
Sherwood Park, Canada
Reviewer
3 reviews 3 reviews
3 helpful votes 3 helpful votes
2 of 5 stars Reviewed 1 week ago NEW

We've stayed at Grande Rockies in Canmore 2 or 3 times a year over the past 5 or 6 years and this has always been our first choice in Canmore. The location is great, the restaurant is superb and the rooms have been comfortable and well appointed.

Over the past few years, however, the standards and maintenance has started to slip and it has now fallen into disrepair enough that it's time to find somewhere else to stay. On this visit (Victoria Day Weekend) we find burned out lights, temperature control in shower doesn't work, no towels or housecoats when we checked in etc. On earlier visits we'd find small things out of order (e.g. Hairdryers, coffee pots etc.) but today we were told that, for the first time ever, there is a charge to have the room cleaned! This is new and, at $250 a night for the room, an outrageous money grab!

Going to try Stone Ridge next time.

  • Stayed May 2015, traveled as a couple
    • 2 of 5 stars Value
    • 1 of 5 stars Rooms
    • 3 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Edmonton, Canada
Senior Contributor
25 reviews 25 reviews
8 hotel reviews
Reviews in 9 cities Reviews in 9 cities
28 helpful votes 28 helpful votes
1 of 5 stars Reviewed 1 week ago

It all started with at check in having the manager continually answering the phone, interrupting me and making me wait while she is checking me in. We then get checked in and up to our room....what can i say. It looks like it has hosted some frat parties recently. I would accept the room if i was in a 30 year old hotel, but at $300 per night, this is unacceptable. Good news is though, we were told we could have a new room.... you try moving 2 small kids, their playpen etc. and all their belongings without help from the staff...
so instead we get $15/night credit...wow.

  • Stayed May 2015, traveled with family
    • 1 of 5 stars Value
    • 1 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Red Deer, Canada
1 review
3 helpful votes 3 helpful votes
1 of 5 stars Reviewed 1 week ago

We were given a Travelzoo voucher for two nights. The room cost $139. per night? The hotel made it difficult to book a room, but after more than an hour, on the telephone, a date was set. We were given a room in what is like an annex to the main building. There was no attendant on duty in our building, yet all outside doors remained unlocked 24 hours each of the two days. The room looked lovely, however we soon learned the toilet didn't flush unless it was held down the whole time. The sink didn't drain properly and the shower knob fell off in my hand. TV was basic, so we read in our information that we could borrow a dvd from the front desk. We did, but found we didn't have a DVD player in our room. We phoned and went over twice to the main building asking for help. We were told they would find one for us. We waited all rainy afternoon, but nothing came. We needed to go to main desk to replenish our coffee, cream and shampoo. We certainly didn't feel welcome. It was a sad experience.

  • Stayed May 2015, traveled as a couple
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Calgary, Alberta, Canada
2 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
1 of 5 stars Reviewed 1 week ago via mobile

The room is not a 3 star or 4 star at all. The floors are dirty the counter in the kitchen was filthy and sticky when I touched it. Curtains don't close properly. I have a two bedroom unit - four wine glasses and three juice glasses. Not a stocked kitchen for six by any means.
My utter disappointment this is what $229 looks like. Just terrible.

Stayed May 2015, traveled with family
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GrandeRockiesResort, General Manager at Grande Rockies Resort, responded to this review, 1 week ago
Dear mf K,
Thank you for taking the time to send us your feedback. I'd love to discuss the issues you've faced so please upon checkout inform the front desk that you would like to speak to me or give me a call directly at 587-222-0700.

Sincerely,

Brent Batten
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Calgary, Canada
Reviewer
5 reviews 5 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
7 helpful votes 7 helpful votes
2 of 5 stars Reviewed 5 weeks ago

We went to this hotel on Good Friday of the Easter weekend. We had booked a one bedroom with kitchenette. Unfortunately they were over sold. Staff was very helpful and did their best to accommodate and apologize for the mix up. Elyse was fantastic and did what ever she could to help us out.So we ended up getting a one bedroom executive suite in the boutique portion of the hotel! The boutique room was actually quite large and was nice and clean.

The biggest disappointment was that it was quite a beautiful hotel and recently updated but not maintained very well. Our shower did not drain properly so we had to cut showers short before it over flowed. Light bulbs were burnt out. There were no extra sheets in the bedroom for the pull out bed. No coffee in the room for the keurig. So details were over looked.

The pool area was not well maintained. The deck was dirty with hair and dirt. The pool itself had dirt in it. The outdoor portion of the hot tub was also dirty with an empty bottle of wine in the corner. There was a water cooler in the corner, but no water! At one point in the afternoon the kids pool was too cold for my son to go in and the hot tub was just warm!

The food in he habitat restaurant was very good!

Overall they were extremely short staffed...as well...especially on the Friday.

It's too bas the hotel seemed to have so much potential, it looks nice newly renovated, great for kids with the waterslide and kids pool but it just wasn't maintained!

  • Stayed April 2015, traveled with family
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GrandeRockiesResort, General Manager at Grande Rockies Resort, responded to this review, 4 weeks ago
Dear Headrush2013,
Thank you for your feedback in regards to your recent stay. We certainly try to address any maintenance concerns immediately to ensure that your stay is not impacted by an item like a shower not draining or a light bulb burning out. I will most definitely follow up with our teams in that regard. Our pool area is currently undergoing annual maintenance and will be re-opening with a fresh look. I'd love the opportunity to discuss your stay in further detail and can be reached directly at 587-222-0700 or via email at brentb@bellstar.ca.

Sincerely,

Brent Batten
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed April 18, 2015

We travel to Canmore once or twice a year for a family holiday. I will preface this by saying that we usually stay at another property in the area but we thought we'd try something different this time. We decided to stay at this resort specifically, because of the pool and water slide.

However, when we arrived the whole pool area was under maintenance. We were not informed of this when we checked in, my husband discovered it later that evening. Also, the elevator was broken on two out of the three days that we were there. Not exactly ideal when staying with an infant and a small child (and all of our belongings). I understand that these things happen, but it certainly but a damper on our stay.

As far as cleanliness, it was just okay. Our patio windows were full of handprints and there was a box of empty wine bottles on our patio. The walls are fairly dinged up, and the coffee table was very wobbly and not sturdy.

I don't know, but I've stayed in other properties that were better stocked, cleaner and maintained. I just feel that we didn't really get the value for what we paid. In the end, we did get a small discount because of the pool.

We left one of our items behind, and my husband talked to housekeeping and was told they they would return his call the next day. That was over a week ago.

Overall, it was just okay. It would be fine if we were travelling without our kids, but I think we will stay somewhere else next time.

  • Stayed April 2015, traveled with family
    • 2 of 5 stars Value
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GrandeRockiesResort, General Manager at Grande Rockies Resort, responded to this review, 4 weeks ago
Dear Sparkerj,
I am sorry to hear about the issues you faced while you were with us. We certainly have attempted to contact each arriving guest well in advance of our pool being closed for annual maintenance until the first week in May, as well as posting it on our website and booking partners, I'm sorry that this wasn't communicated to you until after you were in house. I'd love the opportunity to discuss your stay and to resolve your missing item issue, please contact me directly at 587-222-0700 or via email at brentb@bellstar.ca.


Sincerely,


Brent Batten
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Grande Rockies Resort

Address: 901 Mountain Street, Canmore, Alberta T1W 0C9, Canada
Phone Number:
Location: Canada > Alberta > Canadian Rockies > Kananaskis Country > Canmore
Amenities:
Bar / Lounge Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
#3 Family Hotel in Canmore
#4 Spa Hotel in Canmore
#4 Luxury Hotel in Canmore
#5 Romantic Hotel in Canmore
#8 Business Hotel in Canmore
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Grande Rockies Resort 4*
Number of rooms: 149
Official Description (provided by the hotel):
Experience Grande Rockies Resort – a unique resort hotel in Canmore, Alberta. Set amidst the majestic mountains of Banff National Park, the resort offers the incredible standards and service of a luxury boutique hotel and the personal comforts of a grand vacation home.The Grande Rockies Resort in Canmore features more than 136 boutique, one and two bedroom luxury hotel suites and penthouses, most complete with fully-featured kitchens, in-suite washer and dryer, spa-inspired bathrooms and designer décor & amenities. At your service night and day is a full team of hotel & restaurant professionals capable of handling any request.Superbly situated in the foothills of the Rockies right in the alpine village of Canmore, Grande Rockies Resort is ideal for golf, ski and outdoor adventure enthusiasts. Or, simply hang out by the indoor pool with waterslide, kids pool and hot tub or get active in the fabulous fitness centre.Corporations will appreciate Grande Rockies Resort's well-appointed meeting and conference facilities, serviced by our team of conference specialists and culinary experts. ... more   less 
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Also Known As:
Grande Rockies Hotel Canmore
Grande Rockies Resort Canmore, Alberta

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