The hotel owner, management and staff do not care much about customer service. Do not expect them to do anything to keep customers happy. They appear to be taking advantage of their convenient location and that Jasper hotels fill up quickly, leaving people with no choice. Essentially, no matter what, they will be able to fill up all rooms without having to make much of an effort.
Our reservation was for a 3-night stay. The first night stay wasn't comfortable because the nightstands are quite high and you can hit them with your hand/head when you turn over while sleeping, waking you up. The showers are TINY. The room didn't have a closet, it just had a rack or stand. Despite these things, we decided to live with it and continue staying for the next 2 nights.
Next day we went sightseeing, returned to the hotel around 5PM and discovered the bed wasn't made up properly - the cleaning staff simply covered the bed with the comforter/duvet, and didn't tidy up or do anything with the bedsheets. The floor wasn't swept either. We reported it to the Front Desk who responded with, "Did you ask for your room to be cleaned? We don't automatically clean because guests don't want cleaning staff to enter the room when they are not there."
I pointed out that the cleaning staff DID enter the room and did a little bit of cleaning. Front Desk then said they will send the cleaning staff to clean the room properly.
We expressed our dissatisfaction with the room and their service, and asked whether we could get a better room. Front Desk said, "No, all rooms are the same and there are no other rooms." We then informed the Front Desk that we'll check out the following morning, will not stay the 3rd night and they responded with, "Okay.".
The next morning, during check-out, the Front Desk informed us that they will charge us for the 3rd night even though we weren't going to be staying, "because we do not give refunds if you leave early". It turns out that 48 hours notice must be given to get a refund. We explained that it wasn't possible for us to provide 48 hours notice. They refused to budge and refused to give us any kind of refund.
We were not going to stay another night, decided to cut short our stay in Jasper, and lost CAD 330. I wish I had read all the reviews on Tripadvisor before making the reservation ...... and in future will ensure I fully understand the full implications of the cancellation policy.
Cancellation policy:
Cancellation's received less than 48 hrs before arrival will be charged 1 night's stay. No shows will be charged for first night + tax and the rest of the reservation will be cancelled.
I stayed 2 nights, never had any intention to cancel, wasn't a no show and thought a short stay would not be an issue. Live & Learn, I guess.
I will never go back to this hotel again and will never recommend it to anyone. Negative reviews make no difference to the owner and management of this hotel, but at least people will be aware and choose to live elsewhere.