FAQ

What is your cancellation policy?

It’s pretty simple, really! We offer free of charge cancellations at any time, up until 72 hours before you’re due to check in. In other words, you have until 4pm (Mountain Time) three days before you’re due to arrive. 

If you cancel within 72 hours (or don’t show up) then you will be charged our standard cancellation fee. This is the total of the first night of your stay, plus tax.

Do I need to pay anything upfront when I reserve my room?

There is no deposit required! All we need is a credit card on file (sorry, no debit cards) as a guarantee on the room and the ability to enforce our cancellation policy.

Well, it depends. If you want to make a group of bookings for a function, or an otherwise larger group, please call the Reservations Team directly on 1800 563 8764. Otherwise, the only difference is that we require a deposit of the first night of your stay plus tax for each room. If you still aren’t sure, feel free to call our Reservations Team.

Something has come up and I need to modify my booking. Is that okay?

Sure! But you need to know a few important things. Making a modification can change the price of your room, lose availability or get additional fees. So please be careful!

When can I check in? When do I have to leave by?

 Easy! You can check-in any time from 4pm onwards, while check out is by 11am.

On check-in a pre-authorization equal to your total anticipated stay, plus a $100 deposit for incidentals will be placed in a “holding-state” on your credit card. On checkout, if you use your credit card to pay for the room, the room amount will be processed and the deposit will be released. Credit card holds usually take 3-10 business days to clear. If after 10 business days the amount has not cleared, we advise you to contact your credit card company directly.

Is there parking available onsite?

There is indeed! We don’t have any undercover parking and none of the spaces are allocated, so please make sure you arrive early on busy days such as weekends and public holidays.

I booked online with Booking.com/Expedia/Hotels.com and I need to cancel/modify my booking. Can I do it through you?

Unfortunately we aren’t able to make any amendments to bookings not made directly through us. You will need to contact the company you originally booked through to make any changes.

I’d really love to arrive earlier than 4pm. Can I request an early check-in?

Sadly we aren’t able to make any guarantees. We recommend putting a note in when completing your booking or calling our Reservations Team and making a request that way. If your room isn’t ready when you arrive, we would be happy to hold onto your bags in the meantime.

I’ve got a furry friend, can I bring him/her with me?

As much as we would love to have ALL the pets, we only have very specific numbers of pet-friendly rooms available. Please call our Reservations Team who will be able to confirm whether we have any rooms available. Our standard pet fees apply which is $25 per pet, per night plus tax!

Your indoor spa looks like a great way to relax at the end of a long day. What are its opening hours?

You’re too kind! Our hot tub is open from 7am to 10pm daily.

Is there a local bus so I can get around without driving?

Certainly there is, it’s named Roam Transit and they’re a great way to get around. Fortunately, the local Canmore lines are fare-free so there’s no need to buy a ticket! For more information, please check out their website: Roam Transit

So uhhh, how do I get to Banff?

Easy peasy! First off you need to fly to Calgary, Alberta. Then it’s roughly 70 minutes to Canmore!