We rented two rooms for the weekend and BOTH had mice (video and photos). A burger had a short, coarse, curly black hair in it, etc. We have stayed at JPL over 20 times, but this is our last. Who wants to chase mice at midnight and watch them go through your luggage and run all over your medical equipment. No thank you. Maybe use the “resort fee” to clean up your act, Fairmont.
Prior to going to Fairmont Jasper Park Lodge, we stayed at Fairmont Chateau Whistler and my husband didn't want to leave. I assured him that we would love the Jasper Park Lodge just as much, but he was skeptical. Within hours of arriving at the lodge he was a believer. Days prior to arrival we received helpful information from the hotel, and they advised that due to staffing challenges (which so many hotels worldwide are having) they would not be able to provide daily housekeeping. They provided us with a credit to use towards meals, activities, etc. I was so impressed with their pro-active approach and the credit. So many hotels are limiting housekeeping service and not offering any credits, discounts, etc. The hotel and the grounds (especially the lake) look like something out of a movie and when we sent photos many people didn't believe it was real. They also didn't believe that the bear my husband saw while golfing was real but it was and it is a story he will tell his golf buddies for years. Activities - Spend as much time on the lake as you can. You won't be disappointed. We did a pedal boat and had a blast. Golfing - my husband still talking about his round and can see why this is one of Canada's top golf resorts. Horseback Riding - there are stables on the hotel grounds (think it might be owned by a separate company). The ride was great. I did the 60 minute and wish I had signed up for 90 minutes. We went along the river and the guide shared a lot of information about wildlife and living in Jasper. The horses were well cared for and everyone at the stable was safety conscious and helpful. We dined each night on the Patio to enjoy the lake view and the mountains in the distance. Every night we talked about eating in one of the other restaurants, but the food and the view kept us coming back. Caitlin (sp?), our waitress, was one of the best waitresses we have ever had at any restaurant. Energetic, friendly, and provided great service. The pool is awesome and the cute trailer by the pool that serves drinks and food served yummy drinks and snacks and we didn't need to leave our pool chairs. If you are at the hotel when the stretching class is offered, I highly recommend. It is taught by Laurie-Ann who is a former cirque de soleil performer. After hiking, walking the lakeside trail, horseback riding, etc. I needed to stretch, and Laurie-Ann showed us some great ways to stay limber.…
We absolutely love this property. The location and site are magical. We have been going here for years and will continue to return on a regular basis. Have been there in all seasons and each season has its own charm. The lakeside rooms are heavenly all around. The grounds and wider location provides some of the best nature Canada has to offer. There were some glitches with housekeeping due to staffing shortage which we understand. The staff gave 100+% all the time to compensate and make our stay wonderful all around. Special thank you to Shiva (front desk manager), Mitch (front desk), and Hassan (concierge).
We have been coming to JPL every year for the past decade, and find it a very relaxing and enjoyable place to be, with the surrounding nature, the layout of the resort with separate cabins, the big fireplace in the main lodge, the outdoor pool, the skating rink, etc. Unfortunately, we had a few disappointments during this stay. First, we had no Wifi for the entire weekend we were there; we were told that there was an issue with the internet provider, which we understood, but we also got a flippant response regarding the lack of Wifi ("this is a complimentary service we provide"). In this day and age, internet is expected and we believe we should have been compensated more than we were (the hotel removed the resort fee). Also, we had no robes in our room. We thought maybe, after Covid, they weren't provided anymore, and after running freezing from the pool to the changerooms with -20 winds, we saw other people walking around in robes. We called to inquire, and were told that we should have had robes in our room. They were then delivered to us, but since we didn't go back to the pool, it was really too late.…
Simply put, this world class resort has been reduced to a 3 star hotel because of the service. The exception would be the bar and restaurant staff. Not sure we will come back anytime soon. If you do decide to visit Jasper, maybe check out other options until the front desk and concierge staff sort things out. Been going here 25 years and never seen it this poor. This was our 30th anniversary as well, sad we chose this spot.
Pros: -Location is amazing, absolutely beautiful. -I enjoyed the food. -The staff on the door are very friendly and supremely accommodating. Cons: - My room was quite dated and gloomy. - I couldn't really see to get myself organised, no full length mirror, no little mirror in the bathroom. I had to stand on my case to see in the bathroom mirror to check if I was a creased mess. - Bath looked grubby, enamel peeling off. - Worst of all they had a serious mouse problem!!! Arrival/Night 1: After flying for 12 hours and travelling by car for 4, I really needed a good nights sleep before a busy day. As I was getting changed a man marched into the room, he said he thought this cabin was empty and did I want the sink fixed - I said I hadn't reported a sink problem and he left (I had the do not disturb on the door!). I was then kept up all night by mice in the room. In the morning I noticed there was a trap on the floor so it clearly was a known issue. I reported it to staff and asked that it be fixed/I be moved. They said they would take care of it. Night 2: I wasn't moved. I assumed they caught the mice and identified the entry point. No information was given to me either way. I missed a big event that night because I was so tired and then I was woken up again at 1am with mice running up curtains and in the (empty) bin, I cannot begin to explain how loud these mice were. They clanked about the metal bin like big bertha. I couldn't sleep at all and in the morning I went to reception and asked to be moved. No apology was offered and they didn't seem surprised by the issue. Night 3: I was eventually moved to an "equivalent cabin" a couple of doors down. My friend was in the same style of cabin -I was informed it wasn't an upgrade (my friend and I paid the same rate) yet this cabin was much nicer, had dressing gowns and slippers, decent lighting, mirrors, a clean bath, no mouse traps. I began to realise I had been placed in a very low par and shabby cabin/room initially and was pretty disappointed to have paid such a high price for a below par service, no sleep, a shoddy room compared to others paying the same price. I had hoped to return here with my family but I am disappointed by the lack of concern about the 36 sleepless and exhausted hours I spent in that hotel, I wasn't able to enjoy my stay at all. It was quite shaemless to charge me at all. …
It’s been terrible watching what used to be a world class property slip to such poor service levels. Multiple calls and requests for service were ignored, or completely forgotten. Even my post check-out request for an invoice was completely ignored. It’s quite obvious that the management at this facility have completely checked out… i’ve been coming to this hotel for more than 20 years and will not come back unless i have to for a conference.
We had a fabulous dinner and we’re extremely well looked after by all staff and management during the planning of this big g event. They were extremely helpful and understanding with changes made and we were very grateful and had a wonderful dinner. The manager was very helpful and so were the other staff members that looked after our large group of 16 persons. The food was delicious and their chef is amazing! We highly recommend ORSO as a fine dining restaurant and a wonderful place for a larger group dinner. Thank you so much for a fantastic meal and fabulous evening.
Very pleased with our stay at the Jasper Park Lodge. The room was spacious and clean. Walking around the lake was so peaceful, albeit a bit icy (bring crampons). Seeing the elk and deer was a whimsical delight. Every member of the staff were so pleasant and helpful. We really enjoyed having drinks in the Emerald Lounge with our server Erika, she had great recommendations!
We looked forward to the arrive to see what room we would get. It turned out to be a beautiful cabin in the woods. It was quite and peaceful, spacious and very clean with the best shower and mattress anywhere. We had a beautiful nights sleep and a fabulous breakfast when we woke up. It just could not get any better, unless we could have stayed longer.
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