We’ve visited Banff many times, but this was sadly our most disappointing stay. We emailed the hotel 9 days in advance requesting early check-in and noting it was our 37th wedding anniversary — both were ignored. We watched from the adjacent
restaurant as other guests checked in and received keys while we waited, feeling dismissed.
No acknowledgment of our anniversary — not even a card. The room was fine but underwhelming, and the fireplace (a main feature) didn’t work. Without it, the room lacked any charm. Noise was a major issue — we heard every word from the room next door and every footstep above. Bathroom soap was a plain bar with no holder — just one of many small oversights.
The Prow restaurant had little ambience and couldn’t accommodate dietary needs (lactose intolerance) — every pasta dish contained cream. The hotel felt sterile, more like a budget chain than a cozy Banff retreat.
We were also wrongly charged $50 for unreturned keys — despite having just returned them at checkout minutes earlier. Thankfully, we saw the email while eating breakfast and were able to get the charge reversed immediately.
Our room had a good bed and shower, and we enjoyed the outdoor hot tub, but these are basics, not stand out features.
We will not return to this property and cannot recommend it — especially for special occasions. There are far more welcoming, charming and guest-oriented lodging options in Banff. Hopefully this might help others avoid similar disappointment.