Arrived fairly late and we’re new to Jasper. So we decided to eat in for the first night. I knew we were in trouble when the young man at reception put a call through to an extension. His colleague in the back office told him there was no-one in. He merely shrugged and said “stuff happens”, not thinking for one second that he was showing appalling customer service. This was so unlike the usual excellent service we’d received all the way across Canada, I was surprised. So he turned to us. When we asked about the restaurant we were told it was open for breakfast only. And that was what it states on their website. We checked there and then. It doesn’t mention it! So I asked about the bar - was that at least open. “Yes”, he said. “At breakfast”. (I never actually tested that.) He continued to insist that the restaurant was not closed - it was merely only open for breakfast. In the end he shrugged again and said (with no sense of empathy) “Sorry, what can I say?” This was such a shame that this surly, uncaring man is the first face of the hotel, because the service we received from other staff members was much better. They don’t service the rooms, but a request for coffee, etc, was acted on in 5 minutes. I would have preferred real coffee mugs and glasses, but it’s a small point. The rooms themselves are large and comfortable, if a little dated. The hotel is situated about a 10 minute flat walk to the centre to town. And the town has a friendly welcoming feel to it. People would say hello as you walked in. So, sorry, Chateau Jasper, you need to train your reception staff. Or suggest they find a calling outside the hospitality industry.
Excellent
118 Reviews