TripAdvisor Traveler Rating

We had an amazing experience, they offered us an upgrade to the room, which it was very much appreciated. It was quite, the fireplace was great, we got to enjoy a peaceful day staying by the fire and looking at the amazing view towards the forest and the mountains.

Great location very clean , great staff, rooms are very nice they have a fireplace which is awesome in the cooler weather.

Beautiful location, however, not accessible if someone has mobility issues. Allow extra time if dining at the Prow. Service is extremely slow!

BML is an fine facility for holding a business event. The event staff are VERY accommodating and helpful. We thoroughly enjoyed our stay. If the menu choices in the Prow restaurant were more, we would have appreciated that. However, all the items we ordered were well prepared and tasty. Service in the restaurant was, at times, a bit slow, although it was polite and professional.

I am currently here, dreaming about going home. This is by far the worst hotel experience I have ever had. Buckle up this will be long. My son saved his money to bring me here for my birthday. He is 18, so this was a lot of money for him. This was always the hotel we stayed at in Banff so naturally, he called them. He spoke to the man and booked the best suite they had, that would sleep 3 to 4 people. It cost him $1000 for two nights. He received a phone call back saying that there was” a very important person” that had to take our suite. I have never been bumped in a hotel for a “very important person” before. So you can’t save your money for a nice hotel here??? I was listening to the phone call and leaving him alone because he wanted to do something nice for me and be independent. He said specifically it is for my moms birthday and she wants the tub, balcony overlooking trees not the street. He said no problem we have you in the second best suite. It’s very nice. We show up and they put us on the ground floor, handicap suite, no balcony no tub, people banging above us. Be warned all people have to do is walk across and it is very loud if you have headaches do not book the lower floor. They completely gaslit him and told him that he booked on Expedia. When this is not true. He called them and spoke to the man and booked directly with the hotel. He has the phone records, banking and the email to prove it. There are no phone calls to Expedia or emails with them.They kept telling him that it was his fault because he booked on Expedia. When he didn’t. They actually called him back to say that our room had to be demoted. If this is true, why didn’t Expedia call? I called the management and they again told me that we booked on Expedia when he didn’t. In lieu of not having a tub, a balcony, trees and people banging above us they gave us a free breakfast to make everything OK. Clearly it didn’t and it doesn’t. Breakfast was lovely, but it doesn’t make it OK and it does not make the extreme gaslighting OK. Someone messed up here and they needed to take responsibility instead of blaming a kid. The fact that they would do this to a boy of 18 who was trying to do something nice for his mother when they just overbooked themselves so they gave us the worst room that nobody wanted is not ok. This room and experience is not worth $500 a night. We always came here for the experience and this is a dreadful experience. It’s heartbreaking considering how long he saved up for this. I’m so proud of my son and I’m so disappointed in this hotel. We will never stay here again! Every single time we come to Banff we come to this hotel and we are longtime supporters of this hotel. I have no intention of ever coming back. I was hoping to sort this out the first night with a manager, and all she could do to compensate us for being pushed from what he asked for the best room down to the lowest room that nobody wanted was a free breakfast. On top of it, she kept reiterating that this is what happens when you book with Expedia. We have proof that we did not book through Expedia, at this point it is insulting. If you come here, do not expect to get the room you asked for, expect to pay the same price for a much lower hotel room and then you will not be disappointed. On top of this the floors feel dirty and bed was ill made. For 500 a night, bed making is minimum service.Note the management does not care about your concerns. The people writing good reviews are the ones who were fortunate wnough to not be “upgraded” to a handicap, floor level room. We will NEVER return.