Johnny D

Review of Rimrock Resort Banff

Property : beautiful - breathtaking views and frie...

Property : beautiful - breathtaking views and friendly people. Couldn t ask for a nicer place to stay
Service : this is where it gets bad. We are not picky - had a three day reservation , driving from Vancouver. Our first night we were delayed because of a broken car window during the drive , and had to stay in a small town on the drive. We called the hotel to ask them to reduce to two nights , and they said no problem but their reservations department would have to make the adjustment , to call back in the morning. When we called back the next morning (the day we were due to arrive) they said they couldn t honour that anymore , and would be charging us for three nights

The last day of our stay , we asked for a late checkout. They told us that there was someone due to take the room , but for $120 we could be accommodated for a late checkout. I asked that since we were initially charged , contrary to their over the phone commitment , for a night we weren t even here - if they could waive the fee (our departing flight was delayed ) , and they said they couldn t.
The icing on the cake for me was that we ordered room service the first night we were here. The food came 1.5 hours late , because they initially delivered it to the wrong room. I was surprised (maybe I shouldn t have been ) to see that I had been subsequently charged in full for that meal.

No concerns about following policy , but some compassion and flat out politeness from a hotel seems to be too much to ask. The rim rock is a beautiful property with a terrible culture and we definitely won t be back. Looking to share this experience with people who are coming to Banff to experience something other than $$ grabbing hotel staff.

Thanks