To make your booking experience as easy as possible, we have answered your most common questions!
Your indoor pool looks great! What are its opening hours?
Thank you! Our indoor pool is open from 8am to 10pm daily!
Do you have utensils to make Breakfast?
Yes we do! All of our Condos and Suites have at least a kitchenette, with a stove, microwave, mini-fridge and utensils for four people. Our larger Condos have full kitchens, full fridges, ovens as well as baking trays, bowls and more! If that wasn’t enough, we have drip coffee makers in every room and plenty of coffee for everyone!
I booked online with Booking.com/Expedia/Hotels.com and I need to cancel/modify my booking. Can I do it through you?
Unfortunately we aren’t able to make any amendments to bookings not made directly through us. You will need to contact the company you originally booked through to make any changes.
What is your cancellation policy?
It’s pretty simple, really! We offer free of charge cancellations at any time, up until 72 hours before you’re due to check in. In other words, you have until 4pm (Mountain Time) three days before you’re due to arrive.
If you cancel within 72 hours (or don’t show up) then you will be charged our cancellation fee. This is the total of the first night of your stay, plus tax.
Holiday Cancellation Policy
Between December 22nd, 2023 and January 1st, 2024, all reservations for One Bedroom plus Loft Condo, Mountain Cabins and Two Bedroom Condo with Kids Loft, are subject to our Holiday Cancellation Policy. This means that for any booking you make for these condos between those dates will require a deposit of the first night plus tax. Any cancellations received after 4pm, 14 days prior to your arrival date will forfeit the deposit taken.
When can I check in? When do I have to leave by?
Easy! You can check-in any time from 4pm onwards, while check out is by 11am.
On check-in a pre-authorization equal to your total anticipated stay, plus a $100 deposit for incidentals will be placed in a “holding-state” on your credit card. On checkout, if you use your credit card to pay for the room, the room amount will be processed and the deposit will be released. Credit card holds usually take 3-10 business days to clear. If after 10 business days the amount has not cleared, we advise you to contact your credit card company directly.
Do I need to pay anything upfront when I reserve my room?
There is no deposit required! All we need is a credit card on file (sorry, no debit cards) as a guarantee on the room and the ability to enforce our cancellation policy.
Holiday Deposit Policy
All stays between December 22nd, 2023 and January 1st, 2024 require a deposit payment of the first night plus tax at the time of booking.
Is the tap water safe to drink?
All of the water in Banff is rated as high quality groundwater by environment Alberta. It tastes great and there are plenty of refill fountains around town, so make sure you bring your water bottle!Find
Find out more on the Town of Banff website: banff.ca/Drinking-Water
I’d really love to arrive earlier than 4pm. Can I request an early check-in?
Sadly we aren’t able to make any guarantees. We recommend putting a note in when completing your booking or calling our Reservations Team and making a request that way. If your room isn’t ready when you arrive, we would be happy to hold onto your bags in the meantime.
What is your cancellation policy?
Well, it depends. If you want to make a group of bookings for a function, or an otherwise larger group, please call the Reservations Team directly on 1 (866) 474-0427. Otherwise, the only difference is that we require a deposit of the first night of your stay plus tax for each room. If you still aren’t sure, feel free to call our Reservations Team.
So uhhh, how do I get to Banff?
First off you need to fly to Calgary, Alberta. Then it’s just an hour and a half drive on the highway to Banff. If you don’t want to rent a car, we recommend either the Banff Airporter or Brewster Airport Express!
Is there a local bus so I can get around without driving?
Certainly there is, it’s named Roam Transit and they’re a great way to get around. We offer complimentary (yes, FREE) bus passes for the local Roam Routes. If you want to see their list of services, please check out their website: roamtransit.com
Something has come up and I need to modify my booking. Is that okay?
Sure! But you need to know a few important things. Making a modification can change the price of your room, lose availability or get additional fees. So please be careful!
Is there parking available onsite? How tall is the parking garage?
Indeed! We have both outdoor parking as well as a small parkade for indoor parking spaces.
I’ve got a furry friend, can I bring him/her with me?
As much as we would love to have ALL the pets, we only have very specific numbers of pet-friendly rooms available. Please call our Reservations Team who will be able to confirm whether we have any rooms available. Our pet fees apply which is $25 per pet, per night plus tax!