Chateau Jasper — Hotel in Municipality of Jasper

Unfortunately we cannot recommend the Chateau Jasper as a place to stay. See the explanation below as well as the attached photo.

Hi there I’m writing because I had a concern about our stay at Chateau Jasper that went unresolved as well as met with less than acceptable handling by the hotel attendant XXXXXX.

We checked in on Friday Feb 17 and checked out today Monday Feb 20 and we stayed in the executive suite room 129.

The primary complaint we brought to XXXXXX was that the condition of the mattress was unacceptable - it has large dips on both left and right side of the bed- making it extremely uncomfortable to sleep in. My husband has a bad back and he found it impossible to sleep in this bed. See picture for your reference.

The secondary concern is when we brought our concern to XXXXXX he said he would find out if he could switch the mattress but never followed through or contacted us to say he couldn’t do it. Upon follow up with XXXXXX he said he didn’t consider it an emergency worth contacting his off duty manager. We understand this - but the courtesy of letting his know would have been appreciated. I am not trying to get XXXXXX in trouble - just letting you know the context for how the concern was handled.

Aside from the mattress our stay overall was good. We would absolutely like to stay again when we come back in March. If there was anything you could do to compensate us for this experience we would really appreciate it.

Dear Christie,

Thank you for visiting the Chateau Jasper. You certainly were not met with our usual level of service, and I apologize for this. I will be investigating your comments that brought up to ensure our standards are being met across the board. I am sorry that no one was able to follow up with you while you were still visiting.

I am happy to hear you plan to return to Jasper and would like to offer you a preferred rate return stay to one of our 5 in town properties on your next visit to Jasper. We own the Lobstick Lodge, Chateau Jasper, Crimson Jasper, Marmot Lodge, and the Forest Park. You can pick the hotel of your choice for your next stay.

Please note that this offer will be based on availability at the time of booking. Blackout dates apply along with all of our standard hotel polices including our 48 hours cancellation policy. The preferred rate return stay is up to 10% off the best available rate at the time of booking. This offer will expire on 4/14/2023 and is a one-time offer. Please respond directly to this email to redeem the offer and I will get back to you as soon as possible to begin the booking process.

If you have any questions regarding the offer, please don’t hesitate to reach me via email. I would be happy to help!

Thank you again for choosing the Chateau Jasper as your Jasper getaway. I look forward to hearing from you.

A 10% voucher that must be used within less than 2 months for this inconvenience is a joke and unacceptable. We will be doing our best to avoid staying at any of the 5 hotels this group...

Here's why I have given this hotel a 2 star rating...

We are a family of three (2 adults and 1 child)

Pros: Covid policies and signage clearly visible and even got temperature checked at check-in

Location of hotel provides easy access to all of Jaspers amenities

Service at front desk was friendly

Cons Cat and dog hair was visible and obvious in our hotel room, had to wipe down seats and firniture. (As well I'm allergic to cats, so I had a tough time breathing and took antihistamine).

Plug-in wall outlets in our room were hard to find or very difficult to access. Found 1 behind the TV stand which I couldnt reach unless I move furnitire, none on side walls, and none that are whithin range of our beds unless I unplug the alarm clock or a lamp on the bedside table (which I shouldn't have to). Why so limited? They sell alarm clocks and lamps with USB access nowadays...when travelling with kids, they have their devices and they need to be able to charge their stuff easily.

during check-in it was asked how many people were travelling...my family consists of 3 (2 adults 1 child). Our hotel room only offered 2 towels?

I parked in the underground parking area. The hallways and elevator area are absolutely filthy in the underground parking. Looks like they haven't been vacuumed in years. Chunks of mud and dirt, dusty carpet and walls. Smelly.

Our bedside table had a persons hair tie left on the table from the previous vacationers. I was told all surfaces were cleaned thoroughly due to covid, this was an indication that one of the "high touch" areas in our room was not cleaned. Made me wonder how many other areas weren't clean.

View from our room was horrible. No view of the mountains. We were on the first floor looking into the center...

Booked this specifically because there was a deal that included free breakfast, wouldn't have chosen this place otherwise. Called after booking and they confirmed the breakfast was included in the reservation. Arrived and was told that breakfast was not included - the ol' bait and switch. Spoke to the manager who could only get us breakfast for that one day, not the rest of our stay. Glad we got the free trial because the breakfast is pretty bad as far as free breakfasts go, and absolute robbery for $22/person. Waffles were all hard all the way through like crackers, there's no way they were made in the last 24h, pastries left out in the open all hard as a rock. The bread happened to be fresh and the bacon was surprisingly soft. You'll pay more for breakfast at other places around Jasper, but you get food that's better than literal garbage. The only things around this hotel that have been renovated are things that show up in press photos, anything you can't see in their pictures is 40+ years old. Expect to find peeling/bubbling/chipped paint, musky worn carpet. Towels are rough like 50 grit sand paper, great for exfoliating and scrubbing out body hair. Doors feel like they weigh 300lbs because the spring is so heavy, thought my door was broken at first, no, just gotta use your entire body weight to open it. We were charged correctly, but can corroborate other reviews saying they were overcharged. When checking in there was someone else complaining they had been charged $600 instead of $400. With the bait and switch we experienced, it's not hard to believe. Overall I would consider this place and Lobstick an absolute last resort. Next time I'd gladly pay more to avoid...