5-Star Location, 4-Star Facilities, 3-Star Service
Apr 21, 2026 GIMD Victoria, Canada
This resort is very nice with updated rooms and common areas. The location is also very scenic and relaxing. The food was generally good and there is a nice choice of onsite restaurants to suit various tastes and levels of formality. There is a 24h coffee shop which is convenient and appreciated.
The gym and pool are disappointing. They are small…
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This resort is very nice with updated rooms and common areas. The location is also very scenic and relaxing. The food was generally good and there is a nice choice of onsite restaurants to suit various tastes and levels of formality. There is a 24h coffee shop which is convenient and appreciated.
The gym and pool are disappointing. They are small and outdated and not adequate for this calibre of establishment. The hotel seems to have spent a lot of money on the “Basin Glacial Water” spa experience which costs $275 per person for three hours. I imagine most guests would prefer a nice, regular pool with a view (maybe indoor/outdoor as is done at other mountain resorts).
The primary shortcoming of this resort is the variable level of service. Some staff were extremely helpful and pleasant such as the waitstaff at breakfast. Other times, there were multiple misses. For example, when we checked-in, we were told that despite reserving and paying the fee to guarantee connecting rooms, this was not available until the next day so we had to move our stuff from one room after the first night.
They offer a text service to communicate with the hotel staff but I estimate I never received a response 25% of the time.
The ski valet does not work well. They store equipment in two different places, one of which is often not attended to by staff. Walking back and forth between these two locations in ski boots is annoying. Also, there is no room where guests can put on their boots and store shoes to avoid having to walk in ski boots from their room, which can be a long way. At the Fairmont in Banff, guests’ boots and skis are kept in a large room - you arrive and are given your boots, skis, and poles and leave your regular shoes. The exit to the ski shuttle is directly outside this room. I wish they could replicate this at the Lake Louise property.
On one occasion, I asked the concierge for some information and was handed a pamphlet and told to “check the website” without any further offer of assistance.
I’m quite sure I got food poisoning from a room service dinner. You can never know for sure but I’m a physician so I’m quite sure that’s what happened. I let the hotel know what occurred and what I ate (via text), not expecting any type compensation but as a courtesy to the kitchen and other guests. No response was received.
While checking out I called for our car to be brought from the valet parking. We waited about 30 minutes and when it hadn’t arrived, the valet staff told me “sorry, we forgot”. It also took 30 minutes for bell staff to collect our bags. I was only sent the invoice for one room, necessitating a follow-up email to get the second one. Overall, the checkout process took an hour.
Lastly, I asked for a late checkout and was told it was not possible. I am a Platinum ALL member and booked via an Accor STEP/preferred partner which is supposed to provide priority for late checkouts. I know late checkouts are not guaranteed (except through Amex FHR) but I think extending checkout by at least an hour would not have been too much to accommodate.
Overall, the resort could be great but with the issues above, it barely meets a “good” rating.
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