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| - My boyfriend and I wanted to get away from the city for a relaxing night out for his birthday. We booked this hotel because it was outside of Canmore away from the busyness and noise. It was a little above our price range but we were willing to pay extra for some peace and serenity. Unfortunately it was not what we expected.
Upon initial arrival, we were greeted kindly by the desk staff. The room included underground parking, access to the outdoor hottub and fitness room. We then entered our suite which was very cozy and clean, and a bottle of wine was waiting for us as per our request. It also contained all appliances and cooking utensils, and anything else someone could need. We wanted a room specifically with a fireplace because we didn't have one at home, so we immediately went over and tried to turn on the fireplace. It wouldn't work for us, so we called the front desk and asked how to turn it on. The lady then said "oh yeah i forgot the room you are in is waiting on parts, sorry" she had the "oh well" attitude but we decided to let it go.
We then went out to eat and when we came back, we walked onto our floor and heard a loud barking from a few doors down. We figured the dog was barking cause he heard us but he continued to bark for the next hour and a half. We wanted to distract ourselves from the barking and watch a movie so we went to look through the movies that were offered to guests by the office but they were all quite outdated. We then went back to the suite to try to watch a movie on Netflix but found that the wifi was not working, it was lagging so much that it would time out on itself. We finally were fed up with the barking dog and the wifi so we called the front desk and the same lady answered the phone. She said that there's nothing she could do about the wifi because the hotel was at full capacity and the wifi would only work if no more than two devices per unit used the wifi but that some rooms had up to 8 people. She said that anywhere in the mountains the wifi doesn't work When there's that many people. This is actually not the case because we have been to plenty of hotels in the mountains that all had working wifi. If the hotel cannot accommodate their guests internet needs then I believe they need to upgrade their wifi. She sent a staff member to check out the dog and try to call the guests of that room to come back for their unattended dog.
We didn't want to wait around until the dog stopped barking so we left the hotel. When we got back we decided to checkout the hot tub but it was full with a max capacity of ten people. We then decided to go to bed at that point since there was nothing else to do. We were woken up numerous times throughout the night by the people above us because we could clearly hear some guy puking his guts out all night. To make things worse, we woke up to find puke all over our patio, which ruined our plans of having a coffee watching the sunrise.
We were so upset at this point and went to go checkout. We told the front desk staff about everything and they actually seemed sincerely upset and apologetic on our behalf. They offered us a one night free stay coupon that never expires which we appreciated. Overall, our experience was awful but the staff in the morning at checkout really attempted to make up for it which is what anyone can really do. We will definitely follow up on our next visit and hopefully we can increase our rating.
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