I was booked to stay at the Malcolm Hotel in Canmore. Unfortunately, I did not get to fully experience the hotel, but I was blown away by the customer service.
Shortly after checking in, I discovered a wet spot on the carpet in my room. I immediately called the front desk to advise them. Naturally, they said someone would be right up to investigate.
A few minutes later, Laura called from reception, and apologized for the leak, and explained they were doing construction on the neighboring room, and believed this was the source of the water.
Since the hotel was fully booked for the night, she advised me the hotel would refund my payment, pay for alternate accommodations at a nearby hotel (also excellent), and offer me a substantial discount on my next stay.
I have stayed at many very good hotels around the world. I have experienced excellent customer service at many of those. I have never had THAT level of customer service.
Laura, thank you. The Malcolm is now my number one recommended accommodations in or near Canmore, and will be a regular stop on my visits to the area.
(Sully, United Kingdom)
Sep 17, 2023
An excellent hotel in a beautiful location. 10 mins walk from the town. Lots of walking trails and lovely walks along the rivers. Room was a large size and beds and pillows were so comfy. Shower was amazing and goos for the muscles after long walks. We ate on the patio area and the food was really good. Both soups were tasty and the steaks lovely and tender with perfect veg. Pool. Are has lovely comfortable beds to lie on whilst taking in the Mountain View’s. Good parking areas either underground or on top level at no extra charge. Would definitely stay here again whilst in Canmore.
Sep 15, 2023
The Malcom Restaurant was amazing. The service is always great. The manager
Cody came out and was checking on our group many times and making sure that everything was ok. Perfect meal and perfect service. We will come back.
Sep 14, 2023
We pre-paid for our three night stay seven months in advance; “The Malcolm Hour” special rate if you pre-paid during the month of February. We booked a Executive King room (Large room with couch and Mountain View balcony) 50% off rate. I received an email two days prior to our stay saying the room was unavailable so I was being moved to a smaller room with the room difference price being credited back to me and one free breakfast. The new room was very tiny, king bed and night stands, no other living area. Our suitcases did not fit in the narrow hall to the bathroom. We really thought our original room was booked at full price since the Highland Games festival was going on that weekend. I would have never booked this tiny room and we were very disappointed in The Malcolm Management. Find somewhere else to stay.
You must try the bacon
Sep 10, 2023
Had breakfast with my wife and son after participating at the Canmore run. Our server Marc was amazing and made the experience that much better and blew me away after he told us how much preparation goes into the bacon. OMG you must try the bacon!!