Excellent!!! From check in to check out!!! Staff are helpful and professional!!! Housekeeping were quick. When I got back to my room, my room was cleaned already.I highly recommend this hotel. I had experienced eating in 3 restaurants and all very tasty and ok for the value and services that I got from the staff was awesome.
Is the Chateau Lake Louise expensive? Yes, but there are a few locations where only one hotel is good enough, and CLL is one of them. We stayed in a Gold room, with a fantastic lake view. Fairmont’s Gold rooms give you a “hotel within a hotel”. The lounge is great for breakfast and soft drinks etc throughout the day. It is a particular benefit during the Covid restrictions, and the staff are all very friendly and helpful. The only minor problem we had was a couple of drinks were forgotten. When we reminded the waiter he immediately rectified the omission- and they were on the house. Dining in the restaurants has suffered because of Covid, without doubt, but it is hard to be critical on this account. Don’t try to do this on the cheap!
There are a few things I experienced during my stay that I would like to bring them to your attention: 1) I checked-in at 7:30pm. Although I was the the only person waiting at the check-in counter but still I waited for 20-25 minutes before someone acknowledged my presence. After 20-25 minutes, a staff member came at the counter, when I tried to give him feedback about him being late. He became defensive. 2) He gave me some printout along with the room key and told me that my room number is 161. We ate dinner at Fairview restaurant and went straight to the room 161 and slept. Since it was dark outside so we couldn’t see the lake-view. It is pertinent to mention that our primary reason for the visit was to get the morning view of the lake from our room, therefore, I booked the Junior Suite with two windows with the lake-view. When we woke up in the morning and opened the curtains, we found out that only one window opens to the lake and the 2nd window opens towards the other rooms. It was very disappointing. When I checked the printout the Fairmont staff gave us, it states room 141 instead of 161. Looks like he assigned us 141 in the online system but gave us the key for 161. 3) I called the front desk and notified them that they put us in the wrong room. They put me on hold and contacted their manager but later they told me that the manager was busy with something else so she couldn’t speak to me. They advised me to talk to her at the check-out time and she will do something (I don’t know what was meant by “something"). 4) The other issue which is way more important than the first 3 issues is that during our stay at Fairmont, my younger son had a strong allergic reaction which was unexplained until we found out that the room Fairmont staff put us in was pet friendly (without our knowledge). My son is allergic to dogs and cats. As a parent I can’t tolerate such ignorance by the Fairmont staff. 5) I made a final attempt to relay this feedback to the Hotel Manager at the time of check-out. The staff at the front desk went inside to let the manager know but they came back and told me that she is busy right now and she will call me at my cell. 48 hours had passed but she did not call me until I picked up the phone and called the hotel staff. 6) Another thing happened during our stay. In the morning, the housekeeping staff opened the door with the master key and walked-in. Not sure if it is their fault because room 161 was probably marked as vacant in Fairmont database. 7) At the time of arrival, the staff at the valet parking told me that it will cost me $15 if I use valet, therefore, I decided to use valet parking. Later I found out that the cost is $45 (instead of $15). Looks like the staff at valet have some knowledge gap. 8) We made reservation at Fairview restaurant for 8pm. We arrived on time but the person at the reception asked her to wait. While we were waiting, I asked her if I and my kids can sit on the sofas located at the entrance of the Fairview restaurant, she said, "Yes, but you will have to order drinks otherwise I can't let you sit there". Wow!!! Looks like rules are more important than customers. With my 27 years of experience in the space of organizational effectiveness, I can clearly see issues with the organizational culture at Fairmont Château Lake Louise because the 8 things I mentioned above are the indicators of poor organizational culture. In effective organizations, employees don’t become defensive when they are provided with feedback instead they own it and their leaders don’t hide from reality instead they view an unhappy customer as an opportunity grow the business. I am an Albertan and I take a lot of pride when I speak about our Rockies. I am not sure what kind of impression Fairmont staff gives to the international tourists who come to Canada to visit our National Parks. I think it is a tragedy to see that the world's most beautiful location is managed by the worst team. Sincerely, Sibghat (an Albertan).…
Stayed in the glacier suite and WOW. The service from the entire gold team, the views, the suite itself and everything in between was seamless. Loved my stay and look outside my balcony at the magnificent views of lake Louise. The customer service of the entire gold team is incredibly supportive and helpful. Thank you. I will definitely come back.
Wonderful! Everything was excellent! The view was awesome from our bedroom. The breakfast was great we had that included in a reservation and a hike outside even though it just snowed made things even more beautiful