Review of Lake Louise Inn 3*

Dishonest staff, very unhappy experience. I booked 2 rooms for June28, 2014 through by agency (hoteltravel) and paid full amount. Due to family emergency reason, I can’t go there. Since non — refund, non — reschedule policy, I called travel agency and transferred it to my friends. However, here’s the story : when my friends (two people) got there with confirmation letter (two rooms under my friend’s name). Front desk staff told my friends, if they’d like, they can reschedule one room to other date, friends called me and I was happy to hear that it’s okay to reschedule one room, and told friends any weekend of August will be great. Then friends checked with the front desk staff, she checked the data and confirmed one room rescheduled to Aug 16, and my friends only check-in on room then. And she said there’s no confirmation number and she will send out the email to me directly. One week later (July 06), I didn’t get any confirmation letter yet, so I called Lake Louise inn to confirm my Aug 16 room, and was surprised to hear that no any such reservation. And they said will let the reservation manager know it and give me update. No surprise, didn’t get any call or voice message from them, I called back on July 09, finally spoke to their reservation manager, she said she checked with the front desk staff who handled the check-in on that day, the staff said she didn’t say such thing like reschedule one room to my friends. The reservation manager insisted it’s impossible to reschedule booking if I booked through by agency, but that’s NOT what I compliant with. My questions is: What? If the front desk staff didn’t say that, is that all my friends made this story? My friends can enjoy two already-paid rooms, but they decide to make story and only check-in one room? Also, August 16 is also the date in my imagination? After knowing this, one of my friends who talked to the front desk in person that day called Lake Louise inn right away to question the staff ‘s different story? The reservation manager told him can’t discuss this anymore! Their reservation manager choose to believe their staff, so only I can do is that don’t trust this hotel any more. Or maybe we can try to use some voice recorder to avoid these dishonest staffs.