2 of my kids were picked on by 2 locals in the waterslide. They reported it to hotel staff and were told nothing could be done. There was a confrontation and the hotel wouldnt even listen to our side. They wanted us to continue to pay for the room, but we couldnt use any amenities. I payed with my CC for 2 days. Somehow they charged me for 3 days. They refunded the amount when i complained and contacted mastercard. My card was brand new and has never been used anywhere else. Last week mastercard phoned me saying there was suspicious activity on my card. The 3 people at the front desk couldnt do their jobs. Apparently there was no manager or security. Not a good place to stay.

Booked a larger family style “Room with Loft” and as such higher priced as expected as we are a family of four. At check-in we were asked to pen in the age of our kids, which we did. When the clerk realized our oldest daughter is 17, she informed us she’s considered an “adult” in their world and arbitrarily and manually added $40 to our room fee!! When we picked our jaws up off the floor, we inquired as to how they would know the ages of children that stay and was told “because you told us” and “I don’t make the rules”. That was not not helpful. It’s amazing how after a scam like that, how smaller issues affect your stay like the remotes not working on two of your tv’s, or having another car parked in your spot and they can do nothing about it, or the hard wood they supply you with doesn’t burn well because it’s still green, etc. We have stayed here many times before and apparently have outgrown Douglas Fir. My advice is to let them know that your kids are 12 or under. (You never know, they may decide that 13 years of age is now an adult!). We will not be staying here again and recommend to families to search elsewhere. There are plenty of family friendly hotels in the Banff area.