FAQ
Is there a local bus so I can get around without driving?
Certainly there is, it’s named Roam Transit and they’re a great way to get around. We offer complimentary (yes, FREE) bus passes for the local Banff Roam Lines. If you want to see their list of services, please check out their website: roamtransit.com
So uhhh, how do I get to Banff?
Easy peasy! First off you need to fly to Calgary, Alberta. Then it’s just an hour and a half drive the highway to Banff. If you don’t want to hire a car, we recommend either the Banff Airporter or Brewsters Transport! Click here for more info!
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. Our front desk staff try their best to accommodate special requests as much as possible, but if your room isn’t ready when you arrive, we would be happy to hold onto your bags in the meantime.
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!
Find out more on the Town of Banff website: banff.ca/Drinking-Water
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 a cancellation fee. This is the total of the first night of your stay, plus tax.
Holiday Cancellation Policy
Between December 23rd and January 2nd, all reservations for Premiere Two Bedroom Condo plus Loft with Games Room, Premiere Two Bedroom Condo Four Queens and our Premier King Condo with Hot Tub, are subject to our Holiday Cancellation Policy. This means that for any booking you make for these condos between those dates will require a deposit of the first night plus tax. Any cancellations received after 4pm, 14 days prior to your arrival date will forfeit the deposit taken.
Is there parking available onsite? How tall is the parking garage?
Indeed! We have a number of outdoor parking spaces, as well as a select number of indoor parkade spaces. Please be aware that spaces are not allocated and are instead available on a first come, first serve basis. We highly recommend arriving early on weekends, public holidays and during Summer to give yourself the best chance of getting a spot. We experience high volumes of traffic during these times and we recommend either walking, cycling or catching a bus and leaving your car at the resort.
Our parkade heights are: Front Entrance 6’11” (2.1 Meters) and Rear Entrance 6’5″ (1.9 Meters).
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!
Your outdoor pools look incredible! What are their opening hours?
Our outdoor pools are open from 8 30am to 10pm daily!
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.
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. If you booked three rooms or more, please see our group booking policy below.
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 at 1 (800) 661-1372. 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.
Do I have the utensils to cook Breakfast?
All of our Condos have full kitchens, so that means a fridge, oven, four burner stove, sink, microwave and most importantly, a drip coffee maker! We also have all of the utensils you could need, bowls, chopping boards, baking trays and more. If you need something you can’t find in your room, just call the front desk and they will be more than happy to help.
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 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 fees apply which is $25 per pet, per night 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.
