The Rundlestone Lodge — Hotel in Banff

This morning, October 11th around 9:00 AM, your housekeeper entered our room without permission AGAIN! At that moment, four of us girls were inside — doing our makeup and getting dressed! Is this what you call “professional”? I stayed here for just two days, and this happened twice! Twice!!

I cannot understand how such behavior can exist in a so-called “professional hotel.” If you can’t even respect guests’ privacy and safety, then you shouldn’t be welcoming guests at all.

The first time, my jewelry was thrown away. Now, a male staff member just walked into our room while we were changing! How do you even begin to explain that? Go ahead — try to justify it! My experience at this hotel was absolutely terrible. The housekeeping staff threw away my jewelry — a pair of earrings and a ring — while cleaning my room. When I reported this issue to the front desk, an Indian male receptionist with glasses was extremely rude. Instead of apologizing, he blamed me for “leaving my things around” and even threatened to call the police. I told him it was my room and I have every right to place my belongings wherever I choose. He never offered a single apology, showed no professionalism, and simply walked away. I am extremely disappointed. This kind of behavior is unacceptable and completely unworthy of a hotel of this level. Poor management, poor training — I will never stay here again and would not recommend it to anyone.

They are liar

This hotel has been a deeply disappointing experience. I stayed for two nights (October 9–10, 2025), and during that time, my earrings and ring were thrown away by the housekeeping staff. I never asked for compensation — all I wanted was a sincere apology and accountability. Instead, the male Indian receptionist wearing glasses mocked me, saying “Why don’t you just put your things in the toilet then?” — an extremely disrespectful thing to say to a guest.

I only contacted the police because their staff suggested it, not because I wanted to. Now, the hotel has falsely accused me of insulting their staff, which is completely untrue. There were two male guests in the lobby who witnessed the incident and can confirm that it was the receptionist who behaved rudely and insulted me first.

What’s worse, the hotel only found my ring, but my earrings are still missing, and they acted as if everything was resolved. They never gave me a sincere apology. Even though they apologized in person this morning and I accepted it, they later chose to spread false claims and deny responsibility.

This hotel shows a shocking lack of honesty, respect, and professionalism. If you care about being treated fairly, stay far away...

All the positive reviews for this hotel, we add our own. We chose the preiere loft king with jetted tub from the reviews and pictures because it checked off all the things on our wish list. The loft, jacuzzi, king size bed, kitchenette, living room, balcony, fireplace and mountain views. We were not disappointed.|The hotel does not have a restaurant, we knew this booking the room but had looked at the area and honestly you can walk to IGA for groceries. We bought water and fresh fruit to start our day. For breakfast it's a short walk either way to A&W or Chilies. Both have a bacon egg and hashbrown breakfast.|Even taking the roam but you end up doing a lot of walking in and around Banff and having that hot tub right by the windows you can enjoy a end of day beverage while relaxing your legs and enjoying those views of the mountains. |The bed and pillows are super comfortable and having that ensuite 2 piece bathroom is super convenient. |One of the biggest features for us was the living room and fireplace. It can still be chilly at night and we had the fireplace on a couple of nights while watching some tv. |We really did not use the kitchen except for the fridge and a few utensils and cups but there's the dishwasher with detergent and liquid dish soap with a drying dishrack and towels. It's a fully equipped kitchen if you were going to cook your own meals and if we had chosen a high season where reservations were required at restaurants we would have used it more. |OK here's the not so good. The sink tap on the main floor bathroom was starting to leak. We informed the front desk on check out, and there was a piece of floor trim that needs to be reattached by the door to the balcony. The balcony door curtain falls off when you open the door. I'm not exactly sure that can be done with that so just expect it and be careful with the door, that's what we did. |We only had to go to the front desk a few times and the staff were always happy to help. Since we were only there 3 nights we didn't bother having room service change sheets or refresh towels so it was a visit to the front desk for a coffee pack. |The last part is parking. Our rental was a full size truck and the girl at check in was not sure it would fit. They take your plate info and you can park on the street or in back of the hotel, a lot of guests were parking there and we had no issues at all. The speed limit is 30 kph but I honestly would park out back instead. |This was a quick 3 day trip for us and could not have picked a better hotel for the options and price. Everything we wanted was included in this room. We were very happy with our stay here and would choose this...

Edited: the response I received shows the same lack of listening that I encountered with the manager in person. While the front desk staff were professional, this hotel’s management are enough for me to never again give them my business.

Had high hopes for this hotel, but I don’t plan on staying here again. I booked one night in a jacuzzi loft suite to celebrate a professional milestone. I saw the suite online but called the hotel to specifically make sure that the “Mountain View” advertised actually was a good view of the mountains. The receptionist I spoke to was kind and very helpful, assured me that this suite had a FULL mountain view, so I booked on the spot. When I arrived, I was shocked to discover that 75% of my view from the window and balcony was of other buildings and Banff Avenue. Sure, I could see the tip of Rundle Mountain, but it wasn’t the view I expected, certainly not for $300 a night. I went down immediately to ask (another) friendly receptionist if I could be moved to the other side of the building, facing the Cascade Mountains and a quieter street. She was extremely helpful but said that the hotel was fully booked except for suites without a jacuzzi tub. Honestly I came here for two things: the tub and good mountain views - realizing I wasn’t going to get what I paid for, I asked if they could discount my stay since I had specifically booked this room because a representative said it had great views. The receptionist agreed and went to ask a manager, and this is where my disappointment grew - the manager was extremely dismissive. She said they don’t make any promises as to the view, and that since the mountain is visible from my room, then I got what I paid for. Basically that I got what I booked and that’s that. She said the room I had is her favorite in the hotel - so because she likes it, my disappointment isn’t valid? If I had known that most of my view would be buildings and road, I would have stayed in Canmore lol. This hotel had a lot of potential - the room itself is gorgeous, and very clean which is comforting during COVID. The two receptionists I dealt with over the phone and in person were very pleasant (and I don’t blame the person I spoke to over the phone, I think it was a miscommunication). But the manager’s dismissive attitude added to my disappointment with the view. For $300 a night? I’ll stay somewhere...