FAQ
To make your booking experience as easy as possible, we have answered your most common questions!
What time are your pools open until? How about your Tennis/Squash courts?
Our pools and hot tubs are open from 8:00 am to 10:00 pm and our Tennis/Squash Courts are open from 7:00 am to 10:30 pm.
Do I need to pay anything to use the Tennis/Pickleball/Squash Courts?
There is no charge to use the courts themselves, however the basketball court/ball is a $20 deposit. If you don’t have a Racket of your own, that’s okay! Racket rental costs $5
What do you recommend for breakfast?
So, almost all of our rooms/condos have Kitchens (Junior Suites do not), so you can definitely take care of your favorites on your own time if you like. Otherwise, the Alpha Bistro on site serves a terrific breakfast from 8am to 11am every day! Take a look at our Breakfast menu online.
I booked online with Booking.com/Expedia/Hotels.com and I need to cancel/modify my booking. Can I do it through you?
Unfortunately we aren’t able to make any amendments to bookings not made directly through us. You will need to contact the company you originally booked through to make any changes.
What is your cancellation policy?
It’s pretty simple, really! We offer free of charge cancellations at any time, up until 72 hours before you’re due to check in. In other words, you have until 4pm (Mountain Time) three days before you’re due to arrive.
If you cancel within 72 hours (or don’t show up) then you will be charged our cancellation fee. This is the total of the first night of your stay, plus tax.
When can I check in? When do I have to leave by?
Easy! You can check-in any time from 4pm onwards, while check out is by 11am.
On check-in a pre-authorization equal to your total anticipated stay, plus a $100 deposit for incidentals will be placed in a “holding-state” on your credit card. On checkout, if you use your credit card to pay for the room, the room amount will be processed and the deposit will be released. Credit card holds usually take 3-10 business days to clear. If after 10 business days the amount has not cleared, we advise you to contact your credit card company directly.
Do I need to pay anything upfront when I reserve my room?
There is no deposit required! All we need is a credit card on file (sorry, no debit cards) as a guarantee on the room and the ability to enforce our cancellation policy.
Is the tap water safe to drink?
All of the water in Banff is rated as high quality groundwater by environment Alberta. It tastes great and there are plenty of refill fountains around town, so make sure you bring your water bottle!
More details can be found on the Town of Banff website: banff.ca/Drinking-Water
I’d really love to arrive earlier than 4pm. Can I request an early check-in?
Sadly we aren’t able to make any guarantees. We recommend putting a note in when completing your booking or calling our Reservations Team and making a request that way. If your room isn’t ready when you arrive, we would be happy to hold onto your bags in the meantime.
I need to make a reservation for three (or more) rooms. Is there anything more I need to do?
Well, it depends. If you want to make a group of bookings for a function, or an otherwise larger group, please call the Reservations Team directly on 1 (866) 474-0426. Otherwise, the only difference is that we require a deposit of the first night of your stay plus tax for each room. If you still aren’t sure, feel free to call our Reservations Team.
Something has come up and I need to modify my booking. Is that okay?
Sure! But you need to know a few important things. Making a modification can change the price of your room, lose availability or get additional fees. So please be careful!
Is there parking available onsite?
There sure is! We have plenty of outdoor parking spaces for our guests, however please be aware that it is first come, first serve.
I’ve got a furry friend, can I bring him/her with me?
As much as we would love to have ALL the pets, we only have very specific numbers of pet-friendly rooms available. Please call our Reservations Team who will be able to confirm whether we have any rooms available. Our pet fee is $25 per pet, per night plus tax!
I want to get into town but I don’t want to drive, is there a bus that can get me downtown?
We certainly do! We have a shuttle that runs to the Ptarmigan Inn and back several times a day. To find out about that day’s services, please speak with our front desk staff.
