Thanks for the wonderful review, Donna. We hope we can see you again someday!

Hidden away right in the heart of Banff! We are happy to hear you had a great stay and hope to welcome you back in the future.BestBML

Thanks for your positive feedback, Dave. We are glad to hear you liked our downtown location and thorough cleaning procedures. We hope to see you again!

Thanks for the kind review, Trevor. We hope to see you again!

Arigatō!

We appreciate you giving us your feedback, Allan. We are sorry that you didn't have a look at our hotel website or give us a call ahead of time to see that we don't have a pool, in which we don't advertise having. Yes, we do charge to park in our underground parking garage that is located in the heart of downtown Banff but our price is quite low compared to the 6/hour parking fees in the parking lots around us. We hope that we can see you again in the future!

We really appreciate you taking the time to provide us with this positive feedback. It is really nice to hear that our staff went above and beyond to make your stay with us more enjoyable. Our mission is provide the best guest experience so it is nice to hear that Jack is fulfilling this. We hope we will have the pleasure of hosting your stay again!

We are happy to hear that you enjoyed our perfect downtown location and our convenient underground parking garage. We hope that we can see you again!

Hello Kelli, Thank you for taking the time to share your experience. We are sorry to hear that your recent stay with us wasn't up to our high standards. Our mission is to provide the best guest experience possible, and we are sorry to have let you down. We take all feedback seriously, and we appreciate your honest feedback. We apologize for any inconvenience or frustration you may have experienced. We do have an extra person fee of 30 per person/night (adults only) due to the cost of extra amenities, our complimentary continental buffet breakfast, etc. Also, we need to ensure we have the correct number of adults/children entered into each reservation as part of the fire code, if there was an emergency the first responders need to have an exact list of the number of people in each room for obvious reasons and if we are at fault we can face a hefty fine. Most importantly though we want all our guests to feel safe and that we are doing our due diligence to ensure that. We do apologize that it came across as scolding, we never want our guests to feel that way and the staff member in question has been followed up with, to ensure this doesn't happen again going forward. Our guaranteed check in time is 4:00pm and I do see that you were checked in at 3:43pm, you had paid for a balcony upgrade, and we had selected a specific room for you due to this balcony upgrade. That is why the front desk staff member couldn't move you to another room, we had to wait until your room was thoroughly inspected by our Housekeeping Manager, like we do with all our rooms, before giving the keys. The staff member did say they were actively checking the status of your room to get you checked in as soon as they could but again, we couldn't move your room and had to wait until that specific room was ready. We had no other rooms complain about their door getting knocked on so it is odd that it was isolated to your door, if you would have called our 24/7 front desk then our staff member would have happily investigated this as this isn't something we tolerate here, we have a strict noise policy. If you want to, I would like for you to give me a direct call and I can look at options to hopefully amend our relationship and bring you back as a guest of ours. My name is Chad and if you call the front desk then they can transfer you to my office and we can explore options to hopefully fix this bad experience you had with us. I look forward to speaking with you and I hope you are having a great week so far!

Thank you for your kind review, Jag. We hope to welcome you again sometime!

Dear Fatima,In order to treat all our guests fairly and as a key element in hotel fire safety/security, all of our reservations need to accurately reflect the number of adults and children in each room. We truly appreciate that plans change or booking details can be easily missed, but we do need to update the details to reflect what is right. We do apologize if this seemed more forward than intended at check-in and we had hoped that your discussions with our Front Office Manager had left you feeling more assured - sorry that this doesn't seem to be the case. Should you wish to continue the discussions or share any more feedback please reach out.Best regardsBML

Hello Noela, thanks for the kind review. Well currently our standard rooms don't come with mini fridges, however, we do have mini fridges available for free upon request. Next time you return just let us know you'd like a fridge and we can have 1 in the room for your arrival. We look forward to seeing you again!

Dear Ka Keung,We are pleased to hear you were happy with the service and enjoyed our location. We appreciate your feedback and will always work to improve on our short fallings!Best BML

Hello Elaine, thanks so much for the kind review, we are glad to hear you liked our convenient location and underground parking garage. We hope to see you again!

Dear MarkThank you for staying with us and leaving a perfect score!Best BML

Thank you for your wonderful review, Darlene. We are happy to hear you enjoyed your balcony room after the upgrade! Thank you for your feedback for our complimentary continental breakfast and we will take into account. We hope to welcome you again next time!

Thank you for your review, Lisa. We are happy to hear you find our hotel clean and staff friendly. Our standard room doesn't come with a fridge or microwave but it's available upon request. We certainly hope next time we can get you into the room with both fridge and microwave! Have a wonderful day!

Thank you for your detail review and feedback, Eric. We are happy to hear you like our mountain lodge theme and our convenient downtown location. We will definitely take into account with your dissatisfaction of our complimentary continental breakfast and bathrooms for future improvement. We hope to improve your review in future but we do hope enjoyed your time in Banff

Thank you for your nice review, Sheldon. We are glad to hear you find our staff friendly and helpful! We look forward to welcome you again next time!

Thank you for your kind review, David!

Thank you for your nice review, Paul. We are happy to hear you like our convenient downtown location! We hope to welcome you again next time.

Thank you for your kind review, Mike. We hope to welcome you again.

Thank you for your kind review, Taylor.

We are very pleased to hear that you had a good stay with us and enjoyed our friendly staff. We hope to see you again!

Thank you for your nice review, Vince! We are glad to hear that you like our convenient downtown location. We hope to welcome you again next time!

Thank you for your nice review, David! We hope to welcome you again next time!

Thank you for your review, Jeff. We hope to see you again next time!

Hi David,Thanks for the detailed review and feedback. We had recorded your housekeeping preferences as every other day at check-in, but we apologize that this fell below your needs. You are always welcome to speak to our Front Desk team with any queries. We do hope you enjoyed the room upgrade and we hope to host you again!BestBML

Dear Jillian,We appreciate you taking the time to complete a review of your stay and we are happy to hear things were overall positive. We have reached out to you directly to ask what we could do better and we hope we get the chance to improve the score in future.All the best,BML

Thank you for your kind review, Christopher. We are glad to hear you liked our prime downtown location in Banff!

Thank you for your review, Vanda. We are glad to hear you liked out downtown location. While our standard room doesn't come with a fridge, it can be put in room upon request! And all the room types from our Deluxe room onwards will have fridge in them as well. We hope to welcome you again next time!

Dear Phyllis,Our breakfast area does have alternative access options, however we avoid mentioning this to limit guest activity around vehicles. We apologize that this information wasn't made available to you during your nights stay with us. Earplugs are provided as standard to each room, for lighter sleepers or those that prefer, but we will be sure to follow up on the mentioned plumbing issues.We hope to improve your review in future but we do hope enjoyed your time in Banff!BestBML

Dear Kareen,Thank you for taking the time to leave a review. Fridges can be available on request via our Front Desk, or are readily available in our Deluxe room types. We hope you otherwise had a great night in Banff with us!BestBML

Thank you for your wonderful review, Kaci. We are happy to hear you enjoyed your stay with our friendly staff and you made good use of our on-site underground parking. We hope to welcome you again next time!

Thanks for the great review, Lyle. We are glad to hear that you enjoyed your stay with us and we hope to see you again!

Thank you for your wonderful comment, Jocelyn. We are glad to hear you enjoyed the balcony with mountain view from your room. We hope to welcome you again next time!

Thank you for your review, Charlotte. We are glad to hear you are satisfied with our complimentary continental breakfast. We are sorry about the noise of trucks from the alleyway. Being in the prime downtown location, most of our Standard rooms are indeed facing the alleyway side unfortunately. All the other room types except Standard rooms will face either Bear Street/Caribou Street/our inside courtyard. We also have an option for guaranteed balcony with view room with additional charge. Hopefully next time we can get you some other rooms facing the other side of the street.

Thank you for your nice review, Kaitlin!

Hi David,Thank you for sharing your experience. With the seasonal nature of Banff, training new staff is fundamental through our shoulder seasons. We aim for this to be as little of an impact on our guests as possible but we were all new once!We hope we can improve on your experience next time and wish you safe travels!BestBML

Hi Catherine,Thanks for taking the time to complete a review and we hope to welcome you back in future!BestBML

Thank you for your review, Sebastian.

Thank you for your nice review, Stephen. We hope to welcome you again next time!

Dear ByronWe appreciate your kind words and are glad you enjoyed your stay with us. We hope to see you again on your next trip to Banff!Best BML

Hi Joshua,We are super happy to hear you enjoyed your stay and appreciate the review. We hope to see you again soon!Best BML

Hi Susan,We are glad you enjoyed being in the heart of the beautiful town of Banff! BestBML

Thank you for your kind review, Frank. We are glad to hear you enjoyed your stay with our prime location!

Thanks for the kind review, Kevin. We hope to see you again someday!