Fairmont Banff Springs is a stunning hotel in a spectacular setting and the property is absolutely beautiful. The service, unfortunately, fell short of our expectations.
Check-in and billing: After waiting in line, we were sent to a separate floor for Fairmont Gold check-in. It was quick, but the following night a note was slipped under our door saying I had failed to provide a credit card at check-in, which no one had asked for. When I went to the front desk the next morning, I was told the card was only for incidentals. It was then charged in full for everything up to that point.
Dining: When we had dinner at Waldhaus, one of the restaurants on the property, I was told I could not charge dinner to my room. I was then handed a card machine with suggested tip rates that felt like robbery given the lack of service. Simple requests like salt, pepper and ketchup took far too long.
Staff continuity: We had stayed at the same property less than a year earlier, and my daughter recognized only two familiar faces among the staff. By contrast, at other luxury hotels we visit regularly, the lounge staff have been there for years and still remember us.
Gold Lounge: We spent a lot of time in the lounge, and the staff never greeted us or learned our names, something other club lounges do very well. We had only a few interactions with them, and they did not go well. The dress code was not enforced: two guests came into the lounge wearing only their room robes, two days in a row.. it seemed to make other guest uncomfortable especially when they were getting food. When I asked the Gold desk for help planning an activity, I was asked to come back in 20 minutes. I did, but no one followed up, so we went to the main desk for help instead.
The highlights: The best part of our visit was the private Bucket List Tour with Gina. She was knowledgeable and personable, and she tailored our time together to things that were really meaningful and memorable for us. If you stay here, book it. The Wilderness Hike, offered every day at 12:30, was really enjoyable too.
Bottom line: The hotel is beautiful and worth seeing, and the Bucket List Tour with Gina alone made the trip worthwhile. She is a class all her own. If you're paying for the Gold level, though, don't expect the personal, attentive service you'd find at comparable luxury properties.
