We are sorry for the lapse in our usual amazing housekeeping policies/procedures. We have noted this and will make necessary adjustments to ensure this doesn't happen again. We are very pleased to hear that the rest of your stay was good and we hope we will see you again in the future!

Hello Josuez,Thank you very much for the review. We're glad to hear that you had a perfect stay with us here in Banff and we look forward to hosting you again at the hotel.

Thank you for your wonderful review! We hope to see you again some day!

Thank you for your review!

Thank you for your review, Megan. We are glad you enjoyed your stay with us!

Hello Eric,Thank you for your review, we are glad you enjoyed your stay.

Merci de rester avec nous. Nous sommes heureux que vous ayez apprécié. Nous sommes désolés d'apprendre que le petit déjeuner n'a pas été à la hauteur de vos attentes. C'est le petit déjeuner que nous avons développé afin de faire face au Covid. Nous espérons vous accueillir à l'avenir. Bien cordialement,

Thank you so much for your feedback we are glad you enjoyed yourselves, and hope to welcome you back in the future. Kind regards,

Hello Pierre, Thank you for your review. Happy to hear you enjoyed your stay with us.

Merci beaucoup pour vos commentaires. Nous sommes heureux que vous ayez apprécié votre séjour.

Merci pour vos retours. Nous sommes heureux que vous ayez apprécié votre séjour.

Thank you for the review.

Thank you for your review. Happy to hear you enjoyed your stay with us in downtown Banff.

Thank you for the feedback. It is great to hear your that you were enjoyed with our accommodation offerings and our downtown location. We look forward to having you back at Brewster’s mountain lodge.

Thank you for your review. Happy to hear you enjoyed your stay with us in downtown Banff.

Thank you for your review. Happy to hear you enjoyed your stay with us in downtown Banff.

Thank you for your review. Happy to hear you enjoyed your stay with us in downtown Banff.

Thank you for taking the time to review your stay with us. We hope to have the opportunity to welcome you back again.

Thank you for your review and kind words. We are glad you enjoyed your stay and look forward to welcoming you back!

Thanks for the wonderful review, Donna. We hope we can see you again someday!

Hidden away right in the heart of Banff! We are happy to hear you had a great stay and hope to welcome you back in the future.BestBML

Thanks for your positive feedback, Dave. We are glad to hear you liked our downtown location and thorough cleaning procedures. We hope to see you again!

Thanks for the kind review, Trevor. We hope to see you again!

Arigatō!

We appreciate you giving us your feedback, Allan. We are sorry that you didn't have a look at our hotel website or give us a call ahead of time to see that we don't have a pool, in which we don't advertise having. Yes, we do charge to park in our underground parking garage that is located in the heart of downtown Banff but our price is quite low compared to the 6/hour parking fees in the parking lots around us. We hope that we can see you again in the future!

We really appreciate you taking the time to provide us with this positive feedback. It is really nice to hear that our staff went above and beyond to make your stay with us more enjoyable. Our mission is provide the best guest experience so it is nice to hear that Jack is fulfilling this. We hope we will have the pleasure of hosting your stay again!

We are happy to hear that you enjoyed our perfect downtown location and our convenient underground parking garage. We hope that we can see you again!

Hello Kelli, Thank you for taking the time to share your experience. We are sorry to hear that your recent stay with us wasn't up to our high standards. Our mission is to provide the best guest experience possible, and we are sorry to have let you down. We take all feedback seriously, and we appreciate your honest feedback. We apologize for any inconvenience or frustration you may have experienced. We do have an extra person fee of 30 per person/night (adults only) due to the cost of extra amenities, our complimentary continental buffet breakfast, etc. Also, we need to ensure we have the correct number of adults/children entered into each reservation as part of the fire code, if there was an emergency the first responders need to have an exact list of the number of people in each room for obvious reasons and if we are at fault we can face a hefty fine. Most importantly though we want all our guests to feel safe and that we are doing our due diligence to ensure that. We do apologize that it came across as scolding, we never want our guests to feel that way and the staff member in question has been followed up with, to ensure this doesn't happen again going forward. Our guaranteed check in time is 4:00pm and I do see that you were checked in at 3:43pm, you had paid for a balcony upgrade, and we had selected a specific room for you due to this balcony upgrade. That is why the front desk staff member couldn't move you to another room, we had to wait until your room was thoroughly inspected by our Housekeeping Manager, like we do with all our rooms, before giving the keys. The staff member did say they were actively checking the status of your room to get you checked in as soon as they could but again, we couldn't move your room and had to wait until that specific room was ready. We had no other rooms complain about their door getting knocked on so it is odd that it was isolated to your door, if you would have called our 24/7 front desk then our staff member would have happily investigated this as this isn't something we tolerate here, we have a strict noise policy. If you want to, I would like for you to give me a direct call and I can look at options to hopefully amend our relationship and bring you back as a guest of ours. My name is Chad and if you call the front desk then they can transfer you to my office and we can explore options to hopefully fix this bad experience you had with us. I look forward to speaking with you and I hope you are having a great week so far!

Thank you for your kind review, Jag. We hope to welcome you again sometime!

Dear Fatima,In order to treat all our guests fairly and as a key element in hotel fire safety/security, all of our reservations need to accurately reflect the number of adults and children in each room. We truly appreciate that plans change or booking details can be easily missed, but we do need to update the details to reflect what is right. We do apologize if this seemed more forward than intended at check-in and we had hoped that your discussions with our Front Office Manager had left you feeling more assured - sorry that this doesn't seem to be the case. Should you wish to continue the discussions or share any more feedback please reach out.Best regardsBML

Hello Noela, thanks for the kind review. Well currently our standard rooms don't come with mini fridges, however, we do have mini fridges available for free upon request. Next time you return just let us know you'd like a fridge and we can have 1 in the room for your arrival. We look forward to seeing you again!

Dear Ka Keung,We are pleased to hear you were happy with the service and enjoyed our location. We appreciate your feedback and will always work to improve on our short fallings!Best BML

Hello Elaine, thanks so much for the kind review, we are glad to hear you liked our convenient location and underground parking garage. We hope to see you again!

Dear MarkThank you for staying with us and leaving a perfect score!Best BML

Thank you for your wonderful review, Darlene. We are happy to hear you enjoyed your balcony room after the upgrade! Thank you for your feedback for our complimentary continental breakfast and we will take into account. We hope to welcome you again next time!

Thank you for your review, Lisa. We are happy to hear you find our hotel clean and staff friendly. Our standard room doesn't come with a fridge or microwave but it's available upon request. We certainly hope next time we can get you into the room with both fridge and microwave! Have a wonderful day!

Thank you for your detail review and feedback, Eric. We are happy to hear you like our mountain lodge theme and our convenient downtown location. We will definitely take into account with your dissatisfaction of our complimentary continental breakfast and bathrooms for future improvement. We hope to improve your review in future but we do hope enjoyed your time in Banff

Thank you for your nice review, Sheldon. We are glad to hear you find our staff friendly and helpful! We look forward to welcome you again next time!

Thank you for your kind review, David!

Thank you for your nice review, Paul. We are happy to hear you like our convenient downtown location! We hope to welcome you again next time.

Thank you for your kind review, Mike. We hope to welcome you again.

Thank you for your kind review, Taylor.

We are very pleased to hear that you had a good stay with us and enjoyed our friendly staff. We hope to see you again!

Thank you for your nice review, Vince! We are glad to hear that you like our convenient downtown location. We hope to welcome you again next time!

Thank you for your nice review, David! We hope to welcome you again next time!

Thank you for your review, Jeff. We hope to see you again next time!

Hi David,Thanks for the detailed review and feedback. We had recorded your housekeeping preferences as every other day at check-in, but we apologize that this fell below your needs. You are always welcome to speak to our Front Desk team with any queries. We do hope you enjoyed the room upgrade and we hope to host you again!BestBML