Spruce Grove Inn, Banff

1st we had reserved room at Voyageur for $149, get there, place looks as old as it is, (serious need of reno's). Was not told when reserved that Pool hasn't worked for awhile, extremely disappointed as that's why booked there, for the "Only outdoor pool in Banff".So asked for discount 10%. While standing at counter, another guest walked in off street and paid $115. I asked why he gets lower rate, "you were a reservation", I demanded the lower rate. Got up to room, did not waste any time there. Called FR DK, was told that that was a walk-in room, as I got walk-in price, I said I had reserved, and then got walk-in rate. Went back to FR DK, asked if Spruce Grove Inn had rooms, walk-in rate $130. So walked over to Spruce Grove Inn, nice room, clean, but that's it. No fridge, microwave, no iron, no movie's on command, and still NO POOL. Then tried to use phone to call collect long distance. Phone wouldn't work, called FR DK, "don't know how to give an outside line, phone system to old, (this is supposed to be 1 of the newest inns in Banff) and the phone system is to old. Left message for night manager to call me, NO CALL!! We were there 2 nights/3 days. On the day we checking out, 8:30am, KNOCK,KNOCK, KNOCK HOUSEKEEPING, we didn't answer, she tries key in door, hmm its locked, I wonder why?!? Then again 9:00am HOUSEKEEPING, same thing tries door AGAIN!! Check out is 11:00!! I go down to check out, did receive a discount $120/night. I said okay, then told FR DK about HSKP coming to door at 8:30am and again at 9:00am, got a blank stare, I said I don't even get an apology, he says "Sorry". I went upstairs and found the little Asian girl who could not speak more than 5 words of English and told her I wanted to talk to her supervisor, he came up and said I didn't have my Do Not Disturb sign on my door, I said I shouldn't have to, check out isn't until 11:00 and when she couldn't get in the first time, WHY would she come back 1/2 hour later and do it again. I said they should be in constant contact with front desk as to who has checked out and who hasn't, and I pointed out that none of the other doors in our hallway didn't have theirs on either and as you can hear EVERYTHING thru their paper walls, we knew the rooms were still occupied. His response was well our policy is that if you don't have it on then we can go in. I said I work in a busy Inn and conference centre in Nisku, and if our housekeepers ever tried that, we would never hear the end of it. Our housekeepers and Supervisors are in constant contact with our Front Desk as to what rooms are empty, and which aren't and as guests check out, front desk lets them know, via two-way radios. By the time I left there I swore I would NEVER recommend anyone to stay there. I got back to work today and found out that another employee here usually stays in the Voyageur, and said that the POOL HAS BEEN OUT OF ORDER everytime they have gone, and if it would not have been for her son getting ill last week, they had reservations to stay at the Spruce Grove inn as well and she had asked about the pool when she had to call and cancel, and when she called last friday it was "We are having problems with it" AGAIN. The point that I am hoping to make is the issue of FALSE ADVERTISING, and NOT MAKING CLIENT aware that it hasn't worked for months, and not pointing it out upon check-in, if I had not looked down and saw a small sign on the counter, I would not have known until we went to use it. BE AWARE, and make sure to bring lots of earplugs. Better yet, just stay somewhere else. Unless you want a constant hassle, and disappointment.

My experience at the Spruce Grove Inn in Banff was an experience that was second to none. After a long drive we arrived at the hotel only to find out that the hotel had been overbooked. Before I even had the chance to be upset about the situation, our room was upgraded to the loft suite at no extra charge. The room was spectacular, it was very clean and the view was amazing. Our stay was very comfortable and the staff made us feel right at home. The location was a bit of a walk from our nighly location but it was only the cold that made it trying. A 6 dollar cab ride or a 15 minute walk arrived us right in the heart of down town. I would just like to thank the management and the staff at the Spruce Grove Inn for making my new years an unforgetable one. I would definatly stay at this hotel again and I would pay the extra money for the suite for sure! Cheers!