Lostlands Cafe — Restaurant in Municipality of Jasper

I have been coming to this Bear Paw location in particular anywhere from 3-10 times a year for the last 5 years. The service, the food, the treats, the ambient, cleanliness… everything has always been absolutely spectacular until today. I visited this as my favourite place; first I ordered my drink, food, and treats. I was given my sweets and a pager. Pager went off for my drink… I noticed it looked off, I asked if they were sure they made it right because it seemed to be missing the chocolate (chocolate chai iced, with a shot of espresso in case you’re curious). They took my drink back (fine, I hadn’t drank from it) and blobbed some chocolate in the drink. No stirring. Not properly served as it typically is. Alright fine. Another customer walks in. The customer is told to wait a moment, and THEN the employe grabbed a rag and a towel to clean a counter at the coffee bar, headed back into the kitchen, washed her hands for maaaybe 5 seconds..? And went into the kitchen to finish food, and another completely different employee came to take the other customers order. Okay…… And then my pager went off for my food, it had been put in a brown paper bag too small to carry all the food to the bag of chips and a sandwich was falling out by the time I got out the door, and I was asked if it was to go, I had ordered side salads… no forks. Hmm. Not impressed with this visit at all! And not to mention every lady that was there didn’t smile a single time at anybody inside the cafe. At the end my food and drink came out right and tasted fine but the atmosphere and attentive attitude there used to be in there has totally gone down hill. Not cool to know this as a local Albertan that...

My wife and I stopped here for lunch. I ordered a latte and a Humpty Dumpty while my wife ordered a lemonade and the Jack Sprat on a gluten-free bun.

My coffee and sandwich was excellent, all that the menu promised. My wife’s sandwich was a fail. It was flavorless and dry. It lacked any goat cheese, guacamole, or hummus. All it appeared to have was the bun, shredded carrots, lettuce, onion, sprouts and some unrecognizable smear that looked like mayo mixed with something grainy (we’re thinking it might have been where the goat cheese was hidden, but weren’t sure).

I brought the sandwich back to the counter to complain. The person I spoke to initially tried to defend the sandwich saying the dryness was due to my wife’s choice of a gluten-free bun. But when I began more loudly listing all of the ingredients from the menu which were quite obviously missing from the sandwich, he relented and they remade the sandwich. The remade sandwich was still missing any humus or avocado (and my wife still maintains she never tasted any goat cheese) but we were beyond arguing over lunch and causing ourselves more stress while on vacation.

The Other Paw Bakery has a lot of competition for tourists’ restaurant money. Meeting customer expectations is key to a good dining experience. If ingredients aren’t available to make an item, it should be pulled from the menu. When we complained, no excuse should have been offered, only an apology. And when it was clear the sandwich couldn’t be ‘remade’ an alternative should have...

Good coffee and fresh baked pastry, however they were low on everything when we arrived. Later when we visited they had put out fresh baked stuff. Bring a coffee cup and you can get a large drip coffee for the price of a small.

Edit: Apparently there is a caveat to the refill policy, the original person stated "bring your own mug" and you get a "refill" at the small price. There was no mention of the size limits of your personal container. When I showed up with my, admittedly, large travel mug, I was informed I would be paying the Large price instead, which is fair, however not what I was originally told. I didn't originally intend to fill it up all the way (mostly because it doesn't fit under the carafe) but I made sure to fill it up as far as I could anyway since I paid for it and there was no issue.

I have removed one star for the lack of clarity and the seeming lack of consistency of your policies as understood by your staff. Still no complaints about the quality of the products though, they...