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at the Kananaskis Mountain Lodge, Autograph Collection
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Hospitality Suite Covid-19 Ready?
Aug 11th, 2020
We stayed in the Hospitality Suite on June 29th 2020. I also had 3 other rooms booked for friends.The check-in was weird as they did not asked for emails or CCards for the guest's that I had booked under my name. I had to call down for clean wine and champagne glasses as they were wiped out and were not clean enough for Covid-19 times. They did not go through the dishwasher. There is a dishwasher and place settings for 4 people in the room. There was no dish soap, I went to the cleaning staff and asked them to fill it. There were no dish clothes or dish towels or dishwasher soap. The room was dusty though the bedroom was good. There were no disinfecting wipes in the rooms as stated in the Marriott Covid-19 cleaning promise. The cleaning staff did not open the curtains after cleaning the room before our arrival. That took some time to figure out as the windows are quite large in this room and go to the ceiling. They charged me for water bottles that were delivered which never happened as I had water bottles in my stocked bar fridge. They would not reverse this charge. They had an open container on the bar that contained straws and napkins. That should not be out during Covid-19. The bathtub /shower was extremely difficult to get into, that should have been shared as I have a bad knee and could barely get my leg over the tub without my husbands help. The ceiling in the shower was ok for my 5'11" husband but not anybody that was over 6 feet. I was very excited to stay here as it was our 20th wedding anniversary but was slightly disappointed with the checkin staff and the cleaning of the room and the view was undesirable. The Forte restaurant was very good though they did not get out food out at the same time as we had 2 tables of 4 close together. The food was really great and the service was good. Just thought you should know as I know this is a high Category hotel. I will stay again but will be sure to address anything that is no within my expectation. TRIPADVISOR.COM USER
Unprofessional customer service
Aug 11th, 2020
Stayed at the Pomeroy Kananaskis Mountain Lodge for 2 nights (Aug 10&11). Due to Covid-19 restrictions, the pool/hot tub and game room had to be pre-booked, which is a great idea to decrease crowding in the areas. We had booked the game room from 4-5pm on Aug 10 and went downstairs to check in. Upon arriving, 3 families were ahead of us to check into the pool, but, apparently the pool was unexpectedly closed due to the chemical levels being too high, so until those levels were brought down, the 4-5pm time slot at the pool was postponed until further notice. A family of 9+ people were not happy about it, nor would I be if I were in the situation, and discussed it further with the staff. As this discussion was occurring, it was approximately 4:10pm and we were still waiting to check into the game room as other families were lined up ahead of us. By the end of conversation between the family and the staff, the person on duty decided that family could use the game room while they wait for the pool to be opened again, not checking the system if the game room was booked by another family (which was US). Once we got up to the front of the line, and told the staff member we had the game room booked from 4-5pm, he looked shocked and said “there is nothing I can do about it, I’m sorry”. I went on to tell him how that impacted our booking, and he should have looked into the system before giving away the game room that we had booked. He agreed, and offered us to extend another booking by 2 more hours, but outside of their listed times (0800-2200hrs). Which means we could swim or have access to the games room at 0600hrs or 2300hrs WITH OUR SMALL CHILDREN. What a slap in the face. I told him that my kids do not stay up past 10pm and that was an outrageous solution. I acknowledged their efforts in these times, but it was unprofessional of him not look into the bookings before offering our spot to another family. TRIPADVISOR.COM USER
Aug 10th, 2020
We had a lunch in forte.camille and pg are very accommodating to us ....and so with all the staff in forte..you guys are awesome....foods are so gummy...I like the pizza and the veal....to chef ur the best.... TRIPADVISOR.COM USER
Just Ok. So many dogs.
Aug 10th, 2020
My first time at this hotel, and it’s unlikely I’ll return. There were a lot of the dogs at the hotel, which I don’t have a problem with in theory, but evenings and mornings were a symphony of barking. Perhaps they should move the dog patrons to one area of the hotel. Lots of kids too, so if you’re looking for couple time, or an adult trip, this is not the place. Many amenities were closed or reduced access, but this was not reflected in the nightly price for a regular room ($380). Overall, this hotel is NOT a good value for the money. Perhaps coming in the off season might be a better value. Pros: The room was clean and recently renovated. Mini fridge and nice mountain views. Good hiking nearby. Cons: Restaurant was below average for the price, plus they tried to seat us in the stark ballroom, instead of main dining area. 2 meals with a couple 9 oz glasses of wine and an appetizer was $200. Bathroom was very small. TRIPADVISOR.COM USER
Always Great to Come Back
Aug 9th, 2020
I have stayed at this property many times and recently went in June 2020. I can that the property was very clean and they went above an beyond to ensure during this new norm that we were still treated in a very professional manner. Graeme as you know I have written to you one off about Lauren and Team, my opinion went above and beyond. Went to Forte's twice I do not recall the Manager's name great service, from himself and Team and it was nice to see the young lady who has served us over the years. As they had just recently opened in May the Team certainly did their best to provide and courteous service. Room was very nice was a Loft Suite and very clean House keeping again my opinion first class. Thank you. TRIPADVISOR.COM USER
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