Grand Canadian Resort — Hotel in Alberta

Stayed here for a week. We had a week we had to "use or lose" and this was the only place our Timeshare could confirm in canmore for skiing - we are no longer with the Timeshare, got out of that. I know they were trying to dump a place on us they cannot get anyone to take, but we are done with all of it and after staying at this place I am happier than ever with the decision.||||This is Timeshare and it appears some of the units are owned or have long term tenants on the higher floors. It is an odd set up with the front half of the property being World Mark and the back part being Grand Canadian, the pool area in the basement separates them.||||Check In - staff person was bored and uninterested in helping anyone. asked for a room on higher floor, she said the 2 and 3rd floor are not operating in the winter season, only the ground floor. Staff will not answer any questions, just hand you a sheet of paper with the manual door codes, garage door code. If you ask questions, she tells you to read the sheet and goes back to playing on her phone.||||Unit was clean, and the living room furniture in our unit appeared new, however the rest is dated - 1990's dated.||||Garage was heated, but filthy. some cars parked down there looked like they had been there for months, covered in dirt and dust.||||Never saw any staff the time we were there. reception hours say 8-5 mon to Friday and 8-8 sat, never saw anyone there. They have a phone # on "the sheet" they give you with a number to call if you need assistance, it goes to a voice mail and no one calls back.||||When you come or go front the building, you can see some of the units on floors 2 and 3 are occupied, lights on, TV's on. It is all very ODD.||||The World Mark resort attached has access to Grand Canadian, however you as a Grand Canadian cannot go to there side, there is a "different code" for them.||||We got fed up with the pool being closed, and went to reception. There was an office to the side, by the front door, and a man and woman in the office. Asked them about the pool situation, both said they don't work there, but the pool is managed by the "other side", the side we cannot access or call over to. The man then turned away, made a phone call. As we returned to our unit, he came down the hall after us and said the pool would be open later.||Again, all very ODD.||||Pool area was not open per the hours posted.||||The heating system sound like a jet plane engine it is so loud, I mean LOUD. finally turned it off and use the gas fireplace to warm the unit up.||||If you want wifi you have to pay extra for it, and you get another piece of paper with the access code.||||No safe in the room ||||You can find next to no information about this place anywhere; who owns it, contact info, nothing. ||||We would not go back. It is a lovely quiet part of Canmore, elk and deer all around, very peaceful. But there is just something odd about the whole place and they way...

Stayed here for a week. We had a week we had to "use or lose" and this was the only place our Timeshare could confirm in canmore for skiing - we are no longer with the Timeshare, got out of that. I know they were trying to dump a place on us they cannot get anyone to take, but we are done with all of it and after staying at this place I am happier than ever with the decision.||||This is Timeshare and it appears some of the units are owned or have long term tenants on the higher floors. It is an odd set up with the front half of the property being World Mark and the back part being Grand Canadian, the pool area in the basement separates them.||||Check In - staff person was bored and uninterested in helping anyone. asked for a room on higher floor, she said the 2 and 3rd floor are not operating in the winter season, only the ground floor. Staff will not answer any questions, just hand you a sheet of paper with the manual door codes, garage door code. If you ask questions, she tells you to read the sheet and goes back to playing on her phone.||||Unit was clean, and the living room furniture in our unit appeared new, however the rest is dated - 1990's dated.||||Garage was heated, but filthy. some cars parked down there looked like they had been there for months, covered in dirt and dust.||||Never saw any staff the time we were there. reception hours say 8-5 mon to Friday and 8-8 sat, never saw anyone there. They have a phone # on "the sheet" they give you with a number to call if you need assistance, it goes to a voice mail and no one calls back.||||When you come or go front the building, you can see some of the units on floors 2 and 3 are occupied, lights on, TV's on. It is all very ODD.||||The World Mark resort attached has access to Grand Canadian, however you as a Grand Canadian cannot go to there side, there is a "different code" for them.||||We got fed up with the pool being closed, and went to reception. There was an office to the side, by the front door, and a man and woman in the office. Asked them about the pool situation, both said they don't work there, but the pool is managed by the "other side", the side we cannot access or call over to. The man then turned away, made a phone call. As we returned to our unit, he came down the hall after us and said the pool would be open later.||Again, all very ODD.||||Pool area was not open per the hours posted.||||The heating system sound like a jet plane engine it is so loud, I mean LOUD. finally turned it off and use the gas fireplace to warm the unit up.||||If you want wifi you have to pay extra for it, and you get another piece of paper with the access code.||||No safe in the room ||||You can find next to no information about this place anywhere; who owns it, contact info, nothing. ||||We would not go back. It is a lovely quiet part of Canmore, elk and deer all around, very peaceful. But there is just something odd about the whole place and they way...

IN THE PAST 8 YEARS I HAVE YET TO HAVE A GOOD EXPERIENCE AT THIS RESORT.

The cleanliness of the rooms has greatly deteriorated since this management and staff has taken over running the resort. We have even found a used condom under the bed upon check in with our family. Georgina did not even flinch at that. I had to clean the suite myself and when I talked with her about it she did not seem to be disturbed by it. I asked for her managers name and email so that I could forward my complaint but she refused to provide me with it.

I consistently get rude service from the staff and especially from Georgina. We love the area and when we bought the customer service and the staff were the most accommodating and really went out of their way to make your stay a pleasant one.

Today when trying to arrange for our arrival, Ines the front desk clerk actually put the phone down walked away and held a conversation with someone else and when returned asked me if I was done yet. It was the rudest I have ever been treated anywhere. The staff and Manager Georgina should be forced to take customer service training. They are always so rude, and go out of their way to ensure they do not accommodate you. We simply asked for the number that they post on the door, to the person on call, so that we could alert them when we arrived in Calgary so that they could meet us at the resort instead of us having to wait an additional hour for them to show up when we arrive We were told that although the number is posted for anyone to call they would not give it to us.

The issue is because the roads were not advisable to travel we could not guarantee to get there at their cut off time. If we would have left and then not arrived in time we would have been forced to sleep outside or incur the cost of a hotel room until the person on call turns back on their phone. Now we have to postpone our travel by a day and then further wait when we arrive to get into our room. We offered multiple and very simple solutions to assist in this situation but Georgina refused all of them.

I own and operate a couple of businesses and if I treated my customers the way they do I would not be in business long. They are very unaccommodating and extremely rude to their clientelle.

But I guess since all the complaints go unheard because there is no other contact number or person to contact other than Georgina, no one outside of this resort knows of the way the timeshare owners are...