To make your booking experience as easy as possible, we have answered your most common questions!

Cancellation Policy

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 standard cancellation fee. This is the total of the first night of your stay, plus tax.

Check-in | Check-out Times

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.

Deposit Policy

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.


Where is good for Breakfast?

There are some incredible locations in town we can recommend, but breakfast at the Keg Steakhouse in the Caribou Lodge is delicious and close-by!

Group Bookings

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) 474-0421. 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.

Modification Policy

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? How tall is the parking garage?

Indeed! We have an underground parkade with first come, first serve spaces available for our guests.
It’s 6’ 4” or 1.9 meters tall.

Cancel/Modify 3rd Party Booking

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.

Early Check-in

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.

Amenity Hours

Your indoor pool looks great! What are its opening hours?

Thank you! Our indoor pool is open from 8am to 10pm daily! This is also the same for our hot tub.

Travelling in Banff

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

How to get here

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 Mountain Park Transportation, The Banff Airporter or Brewsters Transport!

Drinking Water

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 drink bottles!

Read more here!