Nawzer Nawas
Google
We stayed at Charlton Banff for three nights, and our experience was nothing short of frustrating. First, our bathroom door didn’t lock, which was a major issue since we were four people sharing the room. Despite bringing this to their attention, it was never fixed.
When we booked, the hotel advertised a heated pool, steam room, and hot tub—but after booking, we were informed that none of these amenities were available. Instead, they directed us to use the facilities at Royal Canadian Lodge, which was a huge inconvenience. If we had known this in advance, we would have chosen another hotel.
To make matters worse, we called ahead while traveling from Vancouver to confirm our late check-in, and we were assured that someone would be there until 11 PM. However, when we arrived at 10:40 PM, the office was completely closed, leaving us stranded after a 10-hour drive.
Throughout our stay, we repeatedly asked them to address these issues, but we kept getting the runaround. The front desk agent kept saying they would talk to the manager but never followed up. On the last call, the agent was extremely rude, put me on hold indefinitely, and never came back.
This hotel is misleading guests with false advertising and lacks even basic customer service. Avoid this place unless you enjoy dealing with broken promises, poor communication, and unprofessional staff.