Days Inn & Suites by Wyndham Cochrane

It was close to the festival we were attending.

The room/ hotel was over priced for what amenities were there, the age of the hotel and the size of the room. There was no hot-tub, the breakfast room was crazy hot and the window didn’t open, the bed was small, the comforter was lumpy- not at all what we expected for $186 a night.

Breakfast was decent. Carla at reception was welcoming and very apologetic about the hotel's blunder (They were unaware of two kids left in a room whose parents were supposed to check out earlier that day and hadn't paid. Plus there was no room service to clean the room even if they had vacated.)

The real quality and character of a hotel comes to the fore during exceptional circumstances as "normally" one is expected to provide basic good service. We checked in 5 hours late after a tiring road trip to a warm welcome by Carla. But found two girls in the room allotted to us who had not paid and had no clue where their parents were. The hotel was fully booked she said. We were made to wait another couple hours before someone cancelled and we could be given a room. We were of course upset and requested to meet the owner who was on site, but surprisingly he refused to meet us. Carla assured us that we will sort this out in the morning. The morning staff was the total opposite. Ken behaved very rudely with my family and instead of being apologetic for the inconvenience, changed the entire story (saying the 7 hour delay in getting a room was Carla's fault) and accused us of lying and demanding both rooms free. MAKE NOTE - THEY GIVE US A ROOM 7 HOURS LATE and yet are rude at us. Another gentleman who was a guest was also appalled at this behaviour and told Ken this was terrible and that he was not coming back to a hotel that treated their guests in this manner. He even cancelled his future booking. Ken was shouting at us and not listening to what actually transpired. Carla came in the next day and confirmed our version but was sent away by Ken. Both rooms we got had used coffee in the coffee maker. Room 110 had a malfunctioning AC with the AC knob broken. Our family trip to the beautiful Canadian Rockies was soured by this abhorrent behaviour and mismanagement by the hotel. This is no way to behave with guests in the hospitality industry.