To Heinke,
I was sorry to hear of your experience at the resort in room 124 on the night of November 22nd and I thank you for taking the time to post your review, email us and to write a comment card. It is helpful indeed. Needless to say, I am disappointed that we were unable to provide you an environment which would have allowed you to experience a 100% comfortable night. We try to be as proactive as possible with our security approach and we did have a security guard on site. I am sorry we were not able to proactively settle the noise before your complaint or ensure that we were able to stop it from disturbing you again.
We are quite conscious of the effect that a small group of people can have on the entire resort. As often happens, we are unaware of our guests plans while visiting Banff. Online third party booking providers do not ‘screen’ guests as thoroughly as we do. I will stress that we do not condone the behavior you encountered, nor do we try to attract this type of clientele and I regret the impact they had on your sleep. I also apologize in regards to the housekeeping service. We followed up with the housekeeping team directly following your comment card and I have inspected the room following your email and review to ensure compliance our high standards. We are currently in the process deep cleaning the entire resort but based on our master list, we can see that 124 is one of the few units left to be done.
Yours sincerely,
General Manager
Tunnel Mountain Resort