Absolutely worst stay ever ! During the 2nd night of our stay we returned back to our Cabin about 10pm and noticed that it was definitely cool as the furnace stopped working @ -26c and it was getting cold quickly Called front desk 3 times in 30 mins looking for help. The first suggestion was they will send someone over in the morning The second phone call suggestion was that they could drop of a couple of baseboard heaters but by this time there was no way that they would provide enough heat to warm the Cabin I Called the 3rd time to at least have them bring some firewood over as a last resort, the clerk informed me that the firewood was located next to the parkade and he couldn’t help me. The upstairs rooms have baseboard heaters but the beds are more made for children so i had to move from the master downstairs. It was so cold downstairs that it was extremely uncomfortable to use the bathroom or kitchen at 5c I got a call from the front desk at 9am and informed they were going to move us to another cabin, then 10 mins later they called and said the furnace was fixed so no need to move. By this time it was only 5c inside and we were freezing and couldn’t shower or use the kitchen It was 3 pm before the temp reached 16c so we could all shower and go out for a bit before dark. I was so mad at checkout i just left keycards and blew by the office and left. A few days later i made a complaint and was offered a one night complimentary stay for our troubles The entire stay was a right off as the cabin is fairly run down to say the least ! (Cabin 113)

There are mice living in and around the stove. They literally eat the burnt stuff on the stove and leave their droppings all over the cupboard. It is disgusting. The water slide change areas have mold and an unbelievable amount of hair on the floor and sinks. The whole place smells, from the hallways to the parkade. The health department needs to check this place out. It was so disgusting we tried check out early and they insisted I would not be getting a refund. I contacted my credit card company and the money was refunded to me.

Unfortunately, as much as I want to love this property, management has lost sight of what hospitality means. Very outdated and poorly trained staff. We decided to give them another shot after discovering bed bugs in our last stay. This time we booked what we thought was a lodge room, but ended up being in a fourplex at the back of the property. We wanted to use the fitness centre. The front desk staff said we need to sign a waiver at the waterpark every single time we use it and you need a special keycard to get in. Also, there are no change rooms available unless the waterpark is open. Very challenging when it’s below zero out and you need to walk outside from a chalet. They said to use one of the washrooms in the lodge to change. If management reads these reviews, please hire someone to help improve hospitality. I want to come back, but there are so many reasons not to.

This is a budget family property that is in need of refurbishment. Although clean, the decor is worn and there are stains on the walls and ceiling from years of use. The waterpark was closed unexpectedly during our stay and the outdoor hot tub was lukewarm at best. We were charged an extra person fee for our 17 year old even though the unit slept 6 and there were only 3 of us. There was no compensation for the unavailable amenities (which are a large draw for this property). After staying here regularly for over 25 years, we will be booking elsewhere in the future.

Just wanted to put a positive review amongst all the negative ones. My daughter and I stayed for five nights at Douglas Fir and had a great time. We were able to park the huge rental car in the underground car park but nice receptionist had given us some alternatives if it didn't fit. We stayed in lodge in loft and were delighted. Everything was clean we got massive fridge freezer practically brand new, microwave, spotless oven even dishwasher. The view was of the mountain. My daughter and I both slept in our queen beds in the loft. It was a little hot but there was air con. There was a loo upstairs and bathroom downstairs. Reception staff were polite and helpful. We caught the bus down to Banff with our free shuttle passes.the place does need updating but honestly I was thrilled it was far cheaper than other options. Please don't panic when reading other reviews I was so happy and beds were so comfy and they came and cleaned room every day.