Pyramid Lake Lodge — Hotel in Municipality of Jasper

The look of the resort is quite beautiful the location is perfect, standing down by the docks the views are stunning of the lake. The restaurant was pleasant and the food was tasty, the menu is small and limited but well rounded. Our server did not get our cocktail right when we ordered, we were specific that we wanted a tall glass with double gin and tonic with lime and we got a short glass with hopefully doubles gin and tonic with lemon! Sadly I cannot give the resort exceptional rating regarding my stay as it was not very welcoming. The property has little to no Accessibility for people with a disability. Our room however pleasant and conformable bed, the view from the balcony was a peeking through the trees to see the lake kind of a view. When spending almost $500 a night USD you expect a little bit more upscale for a resort type property like this one. Instead of the room being equipped with coffee mugs and water glasses we had Styrofoam cups and thin plastic glasses wrapped in plastic in the room for coffee and water. The shower was underwhelming, you have to turn around a lot to get water covering your body to soap us and rinse off. The Internet was absolutely atrocious. We ended up having to stay on our cellular data the two nights and we could not use our sleep sound and music box because we could not get a Wi-Fi connection to hold long enough to even get one song played, couldn’t watch the TV as it was needing Internet too and all the channels had lines going through the images. More importantly, access around the resort is tricky as the roadways are in very bad repair and every area of the resort is a flight of stairs. Even reception you have to step up on a wooden landing to get to the walkway for reception or trundle through the gravel landscape to get to a level spot in the yard to cross over on to the walkway to the reception area. The worst part was I needed to use the restroom before we headed off to Pyramid Lake Island, so I used the toilet off the lobby, I was pleased to see there was a handicap stall, however the toilet was too low and while lowering myself down using the grab bars to the toilet, the toilet sat lower than I anticipated and when I had to finally let go of the grab bar I fell back against the toilet seat smashing the tank open and flooding the bathroom including myself and remained stuck on the toilet because the floors were so wet I could not safely get up without slipping. Robert the handyman is a very kind, sweet fella, but it took him quite a while to get needed tools and get the door unlatched as I could not reach it with my mobility issues and slippery floor. Once I suggested he go get a ladder and reach over the stall and unlatch the door, he was able to then shut off the water. My partner ran in from the car when I sent out the emergency distress call and he start mopping up the floors in order to get them dry so that we could carefully and safely get me up off the toilet. None of your staff checked in to see if I was OK, followed up with me to see if there was anything they could do other than Robert. My partner was the one doing the mopping of floor and using the towels we asked Robert to get to dry the floor. Why wasn't there more help from staff like house keeping jumping in to help out. There should have been a sign or a out of order sandwich board grabbed immediately to close off the bathroom as it was flooded. My partner had to keep telling people it’s not a good time to come in the bathroom but they insisted anyway with flooded floors. My recommendation is to put a proper accessible toilet in the bathroom. Put a latch on the door that maintenance or staff in an emergency can get unlatched on the handicap stall. Have a procedure for shutting down the bathroom for maintenance.

I give one star for the location And another star to Robert for his gentleness and help. He even came the following day to see us off and apologized again for what happened. I did wrench my back and leg...

This is an odd hotel. There is a central check in desk but all other rooms are in separate lodges across the hillside. They have the appearance of alpine chalets that are split into six or eight rooms with individual front doors. The entire facility is on a hillside, making it tricky if you have mobility issues but giving wonderful views. There is a hot tub, sauna, restaurant and boat house. We had no problem with wi-fi throughout our stay, although I can see that others have mentioned this in reviews. The hot tub was also clean and well maintained and we had no difficulty using it when we wanted, although it is restricted to 8 people at a time. We could hear footsteps from the rooms above but these weren’t a problem. Our room was clean and well maintained.||Positives: |- the location is absolutely stunning with amazing views, but be aware that you need a car to get back into Jasper (about 8 minutes drive). |- the room is fine (we stayed in a whistler room which has a bedroom, bathroom, kitchenette, and small living space with pull out sofa bed. |- staff are friendly but not overly helpful|- wonderful hiking and local wildlife on your doorstep||Negatives:|- you have to phone for your room to be serviced. Any towel change, rubbish removal or make-up of beds has to be requested from the front desk before 12 noon, which is not what I expected from a hotel in this price bracket|- breakfast isn’t included which again was surprising at this price but there are kitchenette facilities in the rooms if you don’t want to be held to ransom|- very limited storage for clothes with only four coat hangers for four of us and three drawers.|- the restaurant is open at only specific times for breakfast, lunch and dinner, closing at 9pm. Outside of these times, there is nowhere to get drinks or snacks. Use your kitchenette if you want anything other than three meals a day or be prepared for a trip into Jasper.|- there is no communal lounge or bar space to sit in if the weather is bad. It’s difficult to continue to enjoy the view if you’re soggy and cold with nowhere to go other than your bedroom. Would be good if the restaurant space could be open as a bar all of the time - it has amazing views. |- we were led to believe from the website that boat and canoe hire were included with the room rate (which was one of the reasons for choosing this location). On arrival we were told that we actually only had one boat for one hour for the entire duration of our stay. This seems somewhat disingenuous but actually ended up not being a problem as the facilities weren’t busy so was not strictly enforced.|- be aware this is an American corporate. Essentially, no-one on site has any vested interest in making your stay as nice as possible eg. Asking a waitress in the restaurant if she knew if you could hire fishing rods; getting a straightforward ‘I don’t know’ with no offer to find out. This seems small but was pervasive through our whole stay as no-one really cares. Pursuit is the company and seem to own a lot of the hotels and activities in and around Jasper. I would suggest trying to find local equivalents at a time when the local area needs all of the tourist dollars it can get to help in its recovery. ||Having said all of that, we had a great time and enjoyed our stay. It’s just a slightly...

If I could give it zero stars, I would. We attended this resort for a friend’s wedding and had an awful experience. The rooms were outdated and the cable tv was basic. Didn’t even have the food network. We walked a long ways down to the outdoor hot tub in our bathing suits just to be told we couldn’t get in without a QR code and a mask. No warning when we checked in. No sign in the room. Nothing. On the day of the wedding, we booked the Pines restaurant for the reception for our private party. A couple of our guys went to set up the arch behind the head table and were told that they couldn’t enter due to Covid regulations. They eventually set it up anyway so the wedding party could take photos inside as the weather was unreasonable. The manager then told the wedding party that they could not enter until 6pm “as per their contract”. Once the reception was allowed to start, no one was allowed to approach the bar without a mask, not just up to their face but around their ears. (As if that makes a difference). And for the final complaint, last call was made at 10:30 which we all understand because of the government. BUT we were told that no one could order shots. Only highballs and beer. So we could order doubles but no shots. Okay. So we order a couple drinks each and put them on our table. Had a couple dances and at 11:00pm we returned to servers clearing our table and saying that all alcohol had to be removed immediately. No warning. Just took our full drinks away. We understand government regulations but there’s no reason that the staff couldn’t have let us know ahead of time instead of spending money and having it yanked. To top it all off, the midnight snack was frozen pizza that tasted awful. Not all the guests were able to get some either. Just terrible for what was supposed to be a memorable experience. Covid is Covid but it all about how it’s handled and this resort handled it poorly.

EDIT in response to the GSM, thank you for taking the time to research and respond. While your staff was supposed to make guests aware of the rules for the hot tub, our party and other guests were definitely not made aware as they were shocked as well. I can assure you that we would not purposefully defy the regulations and create a negative experience.

In regard to the wedding night, I clearly stated in my review that last call was made at 10:30. That was loud and clear. The issue is, no instruction was given to have all drinks consumed in 30 minutes before they would be taken away. If guests knew this, no one would have rushed to the bar to spend their money on drinks that would undoubtedly go to waste.

Finally, it’s disappointing to see you describe the guests behaviour as “disrespectful” as this was a small, intimate wedding that followed the rules as they were given. Hoping this resort is actually taking these reviews seriously to try and improve the experience for other...