"This hotel is in the heart of Banff National Park, so we expected the staff to be knowledgeable and provide helpful information to guests. Unfortunately, that wasn't our experience.
We only found out near the end of our trip that the hotel offers complimentary local bus passes for guests. Had this been mentioned at check-in, we could have used Banff's excellent public transportation instead of driving two separate vehicles around town. It would have made our trip more convenient and enjoyable.
Another disappointment was the parking fee of $21 per day. Given the hotel's location, the availability of public transit, and the efforts to encourage visitors to reduce vehicle use, this charge felt excessive.
Overall, the customer service could be improved. The front desk staff were not particularly friendly or informative, and a little more hospitality and proactive communication would have made a significant difference to our stay."
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