Banff Charlton Cedar Court Hotel

Horrible Experience. Upon arrival at approx 2pm, was denied early check in even though we were told by the receptionist that the hotel was not sold out and no other early-arrival guests were waiting. When asked why there weren’t any rooms available at that time, we were told that all of the housekeepers were on lunch break! Really?!?!?…..housekeepers are taking breaks 2 hours prior to guaranteed check-in time! I happen to be in the hotel business at home and there is no way reasonable management would have their schedules set up that way. After the receptionist realized that I was not happy, she just happened to find an available room 10 minutes later. We were given a room with a loft - bedroom up a very wobbly spiral staircase from the small sitting area and bathroom. Not only was the spiral staircase dangerous, but navigating that in the middle of the night to use the bathroom would be a recipe for disaster! As a result, we asked to change rooms and the receptionist (a different one as the shift had changed while we were temporarily in this room) indicated that there was one available but she needed the managers help to work it out. She and the manager, Elmer, got it done in about 10-15 minutes which was great, but at the very end they told us that it would be a $20/nt upcharge. I found that to be very nit-picky and extremely petty since we had spent over $600/nt for this stay already and the reason for the change was a dangerous condition. I objected to the upcharge and Elmer belligerently insisted on it. After some back and forth, I refused the upcharge on principal, told Elmer that I would be writing a review, and left the lobby to go back to the original room. 15 minutes later, he called the room and offered the room change without charge. Ultimately, we changed rooms and stayed for the 3 nights. During that time, housekeeping did not service our room after the first night and we had to retrieve fresh towels from the front desk. They failed to service our room the second day as well and after we informed the front desk, they sent someone who spent literally 5 minutes in the room making the bed and removing the trash - that’s it. Bottom line is that there is absolutely no guest service awareness by management at this hotel and the rooms below average even for a 3-star property. There are dozens of hotels in Banff that would be a better choice. GO ELSEWHERE!!!

My stay was generally positive, and the property was clean and well-maintained. However, on the morning of checkout at approximately 9:20 a.m., a housekeeping staff member shouted "Housekeeping" and immediately opened the door without waiting for a response. I had not yet checked out and was undressed in the room at the time, making this a serious privacy concern. I reported the incident to both the general hotel email and housekeeping management but have not received any response.

Absolutely fantastic ! My family stayed 4 nights and a huge thank you to Oscar and the front desk team on helping make our stay even more special. The location of the hotel is great, just a short 10 min walk to the busy part of town. We found the value was amazing. Our room had two separate bedrooms with bathroom & kitchen in the middle. Most affordable accommodation on the strip. Absolutely fantastic for families and/or small groups. The hot tub was enjoyed after a long ski day. Yes, things are a little dated, but extremely clean and welcoming. Plus, you can't put a price tag on great staff. The Charltons Banff have it right !