Tami H

Review of Grande Rockies Resort

I have debated making this review as I am personal...

I have debated making this review as I am personally geared towards excellent customer service and I have worked in the hospitality industry so I lean towards hypercritical in this particular incident.

That being said, the poor customer service wasn't the only downfall for this establishment. There is also the fact that the entire resort is misrepresented on the website. The photographs used for the rooms are not current and the room we were given was not in remotely similar condition. We booked a room with a balcony, one bedroom with a pull out sofa bed in the living space. We were given a room on the ground floor, with a patio, a very poorly maintained patio. It was unsafe, the loose stones, no separation from the patio and the adjacent walking trail (which is open to anyone in the town) and a broken patio door lock. To say the least, I was not about to have my kids sleeping in that space. When my husband raised our concerns he was told there was nothing they could do, I was told the same but the young lady at the counter did look on booking.com to see if there was anything else available in Canmore with the same amenities as I made it quite clear that doing nothing wasn't acceptable. I suspect in a less pressured situation this gal would be pleasant to deal with but I say that with caution based on the number of eye rolls I witnessed in a very brief period of time. We ended up finding another resort with availability and going elsewhere. Conveniently, as soon as I told them my husband had found suitable accommodations elsewhere they were able to move some things around and put us in a room that fit the description of what we had actually booked. Far too little effort and too late. It is clear this resort doesn't care about the individual customer when they're busy as they don't really need the business. Just an all around bad experience.