Golden Village Lodge — Hotel in Golden

I booked a room for an overnight stay with my family while travelling to Banff.

Unfortunately, the trouble began the moment I checked in. I realized the washroom door lock wasn’t working. I tried calling reception, but the phone in the room didnt work either. I walked to the front desk and left disappointed—staff were clueless and had no idea what to do. We all decided to adjust since it was just one night.

Later in the evening, I discovered the refrigerator was not working—and we had some food for our journey. Before going to bed, I turned on the air conditioner, which made a loud, annoying noise all night. It looked ancient and sounded like it was desperately trying to retire. Needless to say, we had a very disturbed night’s sleep.

In the early morning, there was a power outage in the room caused by a faulty breaker. I called the front desk using my mobile, and they said they would “look into it.” After waiting an hour and getting no response, I called again—this time, no one answered. I had to contact Hotels.com for support.

After the escalation, a hotel staff member finally visited our room. I explained all the issues. She said they would try to restore the power but could not do anything about the other problems. There was no apology, no concern—just a repeated “What can we do?” like a broken record.

I waited a while longer and contacted Hotels.com again. This time, the hotel manager called me. He listened to everything, acknowledged the problems and shockingly admitted that they were aware of all these issues before assigning the room to me. He explained the hotel was fully booked, so they had no choice but to give me that room. Again, his response: “What can we do?”

I demanded a refund for the sheer torture and inconvenience. He said he would speak to the owner and get back to me—but I never heard from him again.

Hotels.com followed up with the hotel owner on my behalf, but the owner refused to offer any compensation—despite knowing it was entirely their fault. Thankfully, Hotels.com stepped in and issued me a refund from their own side, showing they truly value their customers.

Long story short: Incapable management + Shameless owner = Pathetic service.

I hope my experience gives you some clarity about this hotel and helps you make an informed decision before booking. (Also attaching a photo of the AC—its truly a rare find and belongs in a museum, not a...

Ouch. This poor little place has changed dramatically in 6 years. We stayed here in 2012 and our jacuzzi room was really nice. Today, it's a whole different story.

We paid $239 for the king size jacuzzi suite

Pros: -the bed was very clean and very comfortable . I had an awesome sleep

Cons: -the jacuzzi tub had a grimy film on it. The kind of filthy slime left from a ring around the tub when bath water is really dirty.

-the bedside table and the ledges around the tub had rings on them from cups that had spilled over leaving red wine rings all over.

-no garbage can in the bathroom

-the whole place was falling apart like it was halfway through renovations. Ex. Bathroom cupboard handle inside the cupboard.

-the brand new laminate flooring in the suite had not been swept or mopped.

-the hallways were littered with garbage and filthy

-no desk and no phone

We approached the front desk about the tub as it was so bad we didn't want to use it. Being the primary thing we got the room for, we were pretty disappointed.

We were not offered another room because they were all full. Instead we were offered a $30 refund OR he would come up and clean the room. I told him $30 on a room of that price was a joke. He came up and cleaned the tub for 15 minutes then left. Our night was pretty much ruined.

We filled the tub with hot water and ran the jets for a few minutes then drained it and filled it for us.

Will we be going back? Not a chance. Should you go there? No. Go a little further down the road and stay at the Holiday Inn Express...

Terrible customer service and unsafe. We unexpectedly had booked a room after the highway was closed for an accident. Room appeared clean but smelled musty and all smokers smoke right outside their room so the constant smell of cigarettes will fill your room. Walls are paper thin, so you’ll hear every cough your neighbour has. When we left our room to go to dinner, by habit checked that the door was locked. It wasn’t, it opened without a room key. Double checked the handle to see if there was a lock that needs to be engaged, nope. There is a deadbolt on the INSIDE but the door DID. NOT. LOCK. (Room 222). No matter what we did, it didn’t lock. Brought it up to the same front desk clerk, she couldn’t care less and offered no assistance. Even said “no one has ever brought that up so…”. Terrible. Won’t ever return and don’t recommend. We travel through Golden multiple times a year, we now know to not trust this hotel.

Booked through a 3rd party who agreed it’s unacceptable. Not holding my breath on any sort of refund based on the terrible customer service we experienced and the state of the hotel.

I also have video evidence of the door...