I have never been more disappointed in a hotel sta...

I have never been more disappointed in a hotel stay and it began before we checked in. I made a reservation at the private room at The Cedar Room months before we checked in only to discover 2 weeks before that it was double booked. I only realized this when I was out there for the day and went in to check it out and asked to confirm the time of our reservation and I was asked if I was Crystal... when I said no Kirsten - they found my name and told me the time but still didn't clock the room was double booked. I called the next day bc I had a sneaking suspicion something was up and only then was it discovered the room had been sold by the sales team a long time before I booked it. I did speak to the F&B manager eventually who apologized. Mistakes happen and it sounds like there was a training opportunity as the person who booked me the room was not actually in a position too. I had to book the private room at the golf course for that night and the hotel didn't really offer to solve the problem nor did Kyle really do anything to rectify the situation.

Unrelated, I called and asked for the concierge, I inquired about booking the look out points. I was told you CAN'T book the look out sites which is incorrect. You can absolutely book them - just not through the hotel but through the parks. Surely the person working concierge should know this? We paid for a photographer for a particular window of time and wanted to use a look out and learned ourselves the lookout was booked by another party (again we had to solve it not the hotel).

When we checked in (5 rooms for 2 and 3 nights) there were so many errors on the block and who's cc was attached to who's email which we had cleared up when we checked out.



I asked at the concierge deskon Saturday for 4 champagne flutes and an extra ice bucket to be delivered to our room. I called an hour later and they said it was on its way. It never came.

2 of our 5 rooms were not cleaned on Saturday.

I understand the Nordic Spa is likely privately owned but to not have some sort of discount for hotel clients seems unreasonable. We go to Scandinave in Whistler (which is not under construction) and they also charge $70 and even though it's not even attached to any hotel - they have preferred hotel partner and pricing. There might be nothing you can even do about this but it seems ridiculous to ask your guests to pay full price for an amenity on property.

We had something delivered to the hotel from Calgary which was misplaced and I waited 25 mins on Saturday while they looked all over the property for it - which made me late for the reservation I HAD TO MOVE from cedar room to the golf club.



I asked to speak to the GM when I left and he was not available so I spoke with a supervisor and left my name and number. No one called. I then emailed this to the GM and didn t even get a response.

I would never return and will spend my money elsewhere as there are many choices in the Rockies.