2/10 Terrible
Alena
Travelled with family
13 May 2025
Disliked: Cleanliness, staff & service, amenities
We stayed at Banff Aspen Lodge during our family trip to the Rockies in May 2025, but unfortunately, the hotel experience overshadowed the beauty of Banff.
At checkout, we were wrongly accused of damaging the parking area, and $600 was immediately held on my credit card without proof or proper communication. We were not allowed to speak to a manager, and no one offered to inspect the damage with us. Our trailer was too small to cause such damage, and this was confirmed in videos recorded by both us and the staff.
After several emails and calls, the amount was refunded — but not without serious stress, a disrupted trip, and a bank fee caused by the hold. I even had to visit my bank in person to fix the issue. There was no real apology or attempt to make up for the trouble.
This situation affected our plans, our budget, and the emotional tone of the trip. For a family traveling with kids, this was a terrible experience.
I do not recommend this hotel and would suggest booking with other properties in Banff that treat guests with more professionalism and care.
Alena
Stayed 1 night in Apr 2025