The Maple Leaf Steak & Seafood — Restaurant in Banff

We’ve been loyal customers of this restaurant for years and have always enjoyed bringing our friends, family, and coworkers to dine with us. We've recommended your place many times. However, during our most recent visit last weekend, we were extremely disappointed by the service we received. It was well below the standard we’ve come to expect and unfortunately, it ruined what should have been an enjoyable evening:

Cramped and Inappropriate Seating We ordered a 40oz tomahawk steak — clearly a dish meant to be shared — along with a starter. Yet we were seated at a tiny two-person table, despite arriving around 8:30 p.m. when the restaurant was already winding down. A larger table was clearly available, but no effort was made to accommodate us, leaving us cramped and uncomfortable throughout the meal.

Poor Course Timing and Service Attitude My drink was forgotten, and both the starter and main course were served at the same time. When we raised this concern, the server dismissed it by saying, “most people do this.” That’s simply not true — starters are meant to come before the main course, and this should be common sense in any dining establishment.

Thoughtless Presentation and Hostility The steak was served on a massive plate placed vertically between us, leaving no room for side plates. When we asked for a better setup, the server responded with, “you don’t have to talk to me like that.” This was incredibly unprofessional, especially considering the issue stemmed from their own oversight.

Manager’s Response Unfortunately, the manager’s handling of the situation was no better. Instead of resolving the issue, she defended the server and offered excuses. Only after two separate discussions did they agree to remove the starter from the bill — not as a gesture of goodwill, but seemingly just to end the conversation.

Concerns About Discrimination To add to our discomfort, I later saw reviews from other customers — including one who reported experiencing racism. As an Asian customer myself, I can’t help but wonder if that played a role in the dismissive treatment we received. It’s a troubling coincidence that deserves serious reflection. This experience was one of the worst we’ve had in Banff, and it’s clear that customer care is no longer a priority at this restaurant. We will not be returning, and I would strongly caution others...

Disappointing and Unpleasant Experience on Canada Day

I recently had a very disappointing and unpleasant experience at Maple Leaf in Banff on Canada Day. We went to the restaurant to celebrate and to watch the Euro 2024 soccer games. Upon arrival,we asked if we can watch the soccer game. we were told there wouldn't be any audio for the game, but we were still welcome to watch. We ordered our food, paid over $100, including a tip, and then my husband briefly left to get my phone charger from our car, leaving me and our seven-year-old son at the table.

Midway through the game, the same man who welcomed us upon arrival rudely told us to leave, claiming we couldn't just sit there and watch the game. His tone was loud and inappropriate, causing other tables to stare at us, making us feel embarrassed and unwelcome. Despite having paid for our meal, it felt as though we were being accused of loitering.

When I approached the front desk to address the issue, he completely ignored me for some time, and when he finally acknowledged me, he responded coldly and dismissively, suggesting we go somewhere else. His lack of empathy and respect was shocking, and my young son became very stressed and even threw up due to the unpleasant encounter.

As if that wasn't enough, we were left waiting outside in the cold and rain without proper clothing, as I couldn't contact my husband without my phone. My younger son was cold and panicked, and I had to wait in front of the restaurant for a long time to ensure my husband could find us.

This experience was not only upsetting but felt discriminatory. Such treatment is unacceptable, especially on a day meant to celebrate togetherness and community. I would not recommend this restaurant to anyone, particularly families, and hope they address these issues to prevent others from experiencing...

Decent Meal, Lackluster Atmosphere and Billing Oversight.

Our recent experience at Maple & Leaf on New Year's Eve was a bit of a mixed bag. The meal itself was delightful, but the overall atmosphere left much to be desired. Despite the occasion, there was a distinct lack of festive ambience; if it weren't for some customers wearing their own fancy hats, you might not have known it was New Year's Eve.

Our main server, John B (we only know that from the receipt) demonstrated experience, but his lack of introduction and somewhat mechanical approach to customer interaction were noticeable. He efficiently took our orders but didn't linger for responses, leaving us with a sense of disengagement. Furthermore, he would ask a question but would not wait for an answer or would walk away mid-conversation, which detracted from the overall experience.

In addition, the second server, without saying excuse me, leaned across the table multiple time so deliver our food or retrieve plates. This lack of basic table etiquette was disappointing, especially considering there was ample space to navigate around the table without the need to lean.

Moreover, our dining experience took a hit when we discovered a billing error. After checking the bill, we realised were overcharged by $200. It's concerning that such a significant discrepancy occurred, and it underscores the importance of careful scrutiny when reviewing bills at The Maple Leaf.

While the culinary offerings were commendable, improvements in service etiquette and billing accuracy are crucial to enhance the overall dining experience. I hope The Maple Leaf takes these points into consideration for...