Terrible service! The moment my wife and I walked into the hotel, we were treated as intruders. The male front desk staff, Parshwa treated us with utmost disdain. He did not greet us let alone welcome us as guests.
My wife and I are frequent travelers and we came to the hotel after a long drive from Banff to lay our heads for a few hours before getting back on the road. Before booking we had spoken to Mylene at 10pm to confirm it was ok to check in at around 3 to 3:30 am, our expected arrival per GPS.
Parshwa asked if we reserved our room directly with the hotel or via third party. We confirmed it was through a third party (hotels.com) and he immediately gave us a nonchalant facial expression like we were not allowed or suppose to do that. He then spent some time on his computer and said our room was no longer available. His reasoning was that we were an hour later than what was communicated to him by his colleague. Because we showed up after midnight he gave us 2 options, pay $200 for the type of room we reserve or stay in a pet room for the $110 we reserved via hotels.com. He walked us to the pet room which smelled terrible and appeared unclean. When we asked why he couldn’t give us a room he protested he needs house keeping approVal to go into the room, despite him walking us to the pet room!
Even though we called ahead of time, Parshwa was utterly unprofessional and was unwilling to provide us nothing but the pet room unless we paid double.