Front of property

Reviews of Moose Hotel And Suites

4 out of 5
Moose Hotel And Suites
345 Banff Ave, Banff, AB

Reviews

9.4

Exceptional

Rating 10 - Excellent. 1566 out of 2000 reviews" "
Rating 8 - Good. 316 out of 2000 reviews" "
Rating 6 - Okay. 64 out of 2000 reviews" "
Rating 4 - Poor. 36 out of 2000 reviews" "
Rating 2 - Terrible. 18 out of 2000 reviews" "

9.6/10

Cleanliness

9.4/10

Staff & service

9.4/10

Amenities

9.6/10

Property conditions & facilities

9.4/10

Eco-friendliness

Reviews

8/10 Good

Collin, North Liberty

Liked: Cleanliness, staff & service, amenities
Nice location and reasonably priced in winter.
Stayed 4 nights in Jan 2024

10/10 Excellent

Chloe

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great property, rooms were clean and spacious. We arrived early and they allowed us to check in as our room was ready. Meribel on the front desk was so kind and friendly. Roof top pools are perfect for relaxing with great views of the mountains.
Stayed 1 night in Mar 2024

10/10 Excellent

Wendy

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024

10/10 Excellent

Tara

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Fantastic hotel - favourite in Banff!! Easy walking distance to town centre. Rooms are modern, spacious and clean. Rooftop patio is amazing.
Stayed 3 nights in Mar 2024

10/10 Excellent

Alison

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The Moose was the perfect place for a girls trip away. It was classy, clean, and super convenient being close to restaurants and shopping. We utilized the spa, rooftop hot tubs and the attached restaurant… all were top notch. I would highly suggest staying here!
Stayed 2 nights in Mar 2024

8/10 Good

Jennifer

Travelled with family
Liked: Cleanliness, staff & service, amenities
We had a lovely overnight stay - the only complaint would be the air conditioning. It came on and went off intermittently but was quite noisy when ‘on’.
Stayed 1 night in Mar 2024

10/10 Excellent

Jeanne, Plover

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent place.
Stayed 6 nights in Mar 2024

10/10 Excellent

William

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Really unique feel, perfect for Banff. Great location, excellent rooms. Quite fun and special :)
Stayed 3 nights in Mar 2024
Response from Moose GM Tim. on 20 Mar 2024
Thanks for the great review and rating. See you next time!

10/10 Excellent

Jiin

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Mar 2024
Response from Moose GM Tim. on 20 Mar 2024
Thanks for the great rating!

8/10 Good

Christine

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Location is excellent. Restaurant is pretty good. Hot tubs and indoor pool were great. However, we are VIP's and did not receive the complimentary room upgrade. They told us they were sold out. But, when we had an issue with our room, they miraculously had an available room to upgrade us to. Not happy with their VIP service. Staff was not overly friendly or honest about their room upgrade availability.
Stayed 3 nights in Feb 2024
Response from Moose GM Tim. on 20 Mar 2024
Thank you for taking the time to review your stay. We are delighted that, for the most part you enjoyed your stay. I can see that an upgrade was not available when you checked in though I am glad we were able to upgrade your room on the second day. We look forward welcoming you back in the future.

10/10 Excellent

Darren

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Mar 2024

10/10 Excellent

Gaelle Coralie

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Belle et grande chambre! Spa avec super vue.
Stayed 1 night in Mar 2024

10/10 Excellent

Craig

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Enjoyed a nice fire after an evening hot tub in the suite!
Stayed 3 nights in Jan 2024

8/10 Good

Luigina

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Location is perfect steps away from all the shop and restaurants. Has the best view roof top hot tub.
Stayed 4 nights in Mar 2024

10/10 Excellent

Robert

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great property, friendly staff, clean spacious room. Great price.
Stayed 5 nights in Mar 2024

10/10 Excellent

Hugo, Henderson

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It’s a good choice to stay might try a different hotel next time. I’s close to everything in town though.
Stayed 7 nights in Mar 2024

8/10 Good

Yuan

Liked: Cleanliness, staff & service, property conditions & facilities
Restaurant pacini is great
Stayed 1 night in Mar 2024

4/10 Poor

Aruna

Liked: Staff & service
Disliked: Cleanliness
Stayed 4 nights in Feb 2024
Response from Moose GM Tim. on 20 Mar 2024
We're sorry your stay wasn't perfect.

10/10 Excellent

Parsyeh

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Friendly staff, clean and spacious room.
Stayed 1 night in Mar 2024
Response from Moose GM Tim. on 20 Mar 2024
Thanks for sharing and mentioning our friendly staff. See you next time.

10/10 Excellent

Leslie S

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved the hot tubs on the top outside decks.
Stayed 1 night in Mar 2024

10/10 Excellent

Blake

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent
Response from Amelie, Front Office Manager on 3 Mar 2024
Thank you for the perfect score!

10/10 Excellent

Patricia

Travelled with family
Liked: Cleanliness
Clean with all the amenities and excellent access to downtown Banff
Stayed 7 nights in Feb 2024
Response from Amelie, Front Office Manager on 3 Mar 2024
Thank you for the great review, we hope to welcome you back in the future!

6/10 Okay

Trina

Travelled with partner
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
The property was very nice, we have stayed here before. However we had an issue with both Expedia and the hotel at checkin. We were overcharged for our room thru Expedia and the hotel did not adjust it. $1750 for three nights is not fair at all. We will definitely not be staying here again
Stayed 3 nights in Feb 2024
Response from Amelie, Front Office Manager on 3 Mar 2024
Good afternoon Trina,I will contact you directly to discuss your review. I can see that your rate is different than your original reservation as we had agreed to change the dates on your reservation. As the new stay included a weekend day, the rates were more expensive than the original rates. I am sorry if this was not explained to you at check-in. I will contact you to rectify the situation.Kind regards,

10/10 Excellent

Jarrod

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Amelie, Front Office Manager on 3 Mar 2024
Thank you for the amazing review, we hope to welcome you back in the future!

10/10 Excellent

David

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent hotel, great location, rooms are comfortable, hot tub is awesome
Stayed 5 nights in Feb 2024
Response from Amelie, Front Office Manager on 3 Mar 2024
Thank you for the great review, we are glad that you enjoyed your room and hot tubs!

10/10 Excellent

Keith

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Tremendous property and amenities. The view from the rooftop pool sized hot tub (2) is unmatched. View of downtown Banff while snowing made me wonder were the Hallmark movie crew was hiding.
Stayed 2 nights in Feb 2024
Response from Amelie, Front Office Manager on 3 Mar 2024
Thank you for the great review! We are glad that you enjoyed the views from our pool deck, we do live in a postcard!

8/10 Good

Catherine

Easy check in and out. Friendly staff. Great location, easy to walk to anywhere around town. Underground parking. Restaurant on site. Only complaint is that the walls are thin.
Stayed 1 night in Feb 2024
Response from Amelie, Front Office Manager on 3 Mar 2024
Thank you for the great review, I will make sure to pass on your comments to our team.

10/10 Excellent

Judy

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Feb 2024
Response from Amelie, Front Office Manager on 3 Mar 2024
Thank you Judy, we hope to welcome you back in the future!

8/10 Good

Bradley

Stayed 1 night in Feb 2024

8/10 Good

Nicole

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place to stay !!!
Stayed 2 nights in Feb 2024
Response from Amelie, Front Office Manager on 3 Mar 2024
Thanks Nicole!

10/10 Excellent

James

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The location in Banff is great. Walk everywhere, no more than 10 minutes. Friendly staff. Check in/out easy. Room was great. Clean. Spacious. Nice, warm fireplace in the winter.
Stayed 6 nights in Feb 2024
Response from Amelie, Front Office Manager on 3 Mar 2024
Thank you for the great review James, we hope to welcome you back in the future!

8/10 Good

Rebecca

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
This is a really great hotel. Our first time here. They put us up in the worst room location. This huge property and were put in corner room on the first floor. Which was noisy.
Stayed 4 nights in Feb 2024
Response from Amelie, Front Office Manager on 24 Feb 2024
Good afternoon Rebecca,Thank you for your review. I apologize for the room location not meeting your expectations. I will note your preference on your guest's profile. Kind regards,

10/10 Excellent

Melissa

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The Moose is one of our favourite properties in Banff. We especially love the outdoor rooftop hot tubs
Stayed 2 nights in Feb 2024
Response from Amelie, Front Office Manager on 24 Feb 2024
Thank you for the great review, we look forward to welcoming you back in the future!

10/10 Excellent

Jiang

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful
Stayed 8 nights in Jan 2024
Response from Amelie, Front Office Manager on 24 Feb 2024
Thank you Jiang!

10/10 Excellent

barry

Travelled with family
Liked: Amenities
Room was dusty everywhere. Would be nice if there is a microwave in the room.Spacious room and quiet. Mini fridge not that cold.Overall great place esp amenities and the view were fantastic!
Stayed 2 nights in Feb 2024
Response from Amelie, Front Office Manager on 24 Feb 2024
Good afternoon Barry,I apologize for the room being dusty and the fridge not being cold enough, we will make sure this does not happen again in the future. We are glad that you enjoyed the view and our amenities!Kind regards,

4/10 Poor

Kris

Travelled with partner
Disliked: Staff & service, amenities, property conditions & facilities
We have stayed at the Moose many times before and had terrific experiences. It feels like the quality of care has gone downhill, including staffing and training and amenities. Many things were broken, taped off, etc at the outdoor hot tub - it was just run down and appeared not to be getting repaired. The fire in the main lobby which is always a treat was not well maintained. It snowed lightly when we were there and the outdoor hallways weren't cleared after several hours. The restaurant which is usually a highlight failed to impress. And the most disappointing was the service at the front desk. The staff were confrontational, provocative and rude. It was a very passive aggressive customer service vibe as opposed what we were used to. It seemed like a lot of hoops to jump through to get the food credit for being an expedia guest, you know when you find yourself arguing with someone in customer service and you're just thinking what the heck are we arguing about? It was like that, unexpected and frustrating. We will look for a new place to stay for our hard earned dollars as this hotel is no longer a luxury experience.
Stayed 2 nights in Feb 2024
Response from Amelie G, Front Office Manager on 18 Feb 2024
Good morning Kris,I apologize for the issues you experienced during your stay.I will contact you directly to discuss your reservation. What you described above is definitely not the level of service that we are used to provide to our guests. I will make sure to follow up with our team and will contact you directly to rectify the situation.Kind regards,

10/10 Excellent

Julie, Madison

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Enjoyed the rooftop hot tubs!
Stayed 1 night in Feb 2024
Response from Amelie G, Front Office Manager on 18 Feb 2024
Thank you Julie, we are glad that you enjoyed the hot tubs!

10/10 Excellent

shay

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
LOVE THIS HOTEL!!
Stayed 1 night in Feb 2024
Response from Amelie G, Front Office Manager on 17 Feb 2024
Thank you Shay, We love reading great reviews like yours!

10/10 Excellent

Margaret

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Amelie G, Front Office Manager on 17 Feb 2024
Thank you for the perfect score, we hope to welcome you again in the future!

10/10 Excellent

Richard

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
First trip in Banff and at this hotel. I really liked the location and the hotel amenities, specifically the hot tub pool and sauna on the roof floor. I would recommend.
Stayed 2 nights in Feb 2024
Response from Amelie G, Front Office Manager on 14 Feb 2024
Thank you for the great review, we are glad to read that you enjoyed your stay with us!

10/10 Excellent

Shelly

Stayed 1 night in Feb 2024

10/10 Excellent

Jeseka

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This place is gorgeous! Very unique and comfortable. Loved the rooftop hot tubs! Everything about it here was lovely.
Stayed 2 nights in Feb 2024
Response from Amelie G, Front Office Manager on 14 Feb 2024
Thank you for the great review, we look forward to welcoming you back in the future!

8/10 Good

Gabrielle

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Feb 2024
Response from Amelie G, Front Office Manager on 14 Feb 2024
Thank you for the review Gabrielle!

10/10 Excellent

Madison

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful hotel! The staff were lovely and it was very convenient to downtown. I enjoyed my stay!
Stayed 4 nights in Jan 2024
Response from Amelie G, Front Office Manager on 14 Feb 2024
Thank you for the review!

10/10 Excellent

chad

Liked: Cleanliness, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Amelie G, Front Office Manager on 14 Feb 2024
Thank you!

10/10 Excellent

James

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great hotel!!!!
Stayed 2 nights in Feb 2024
Response from Amelie G, Front Office Manager on 14 Feb 2024
Thank you for the perfect score!

10/10 Excellent

Todd

Stayed 1 night in Feb 2024

10/10 Excellent

Markus

Liked: Cleanliness, staff & service, property conditions & facilities
Everything was perfect!!!!
Stayed 2 nights in Feb 2024
Response from Amelie G, Front Office Manager on 8 Feb 2024
Thank you for the perfect score, we hope to welcome you back in the future!

10/10 Excellent

Mary

Travelled with family
Liked: Amenities
Its very clean and well maintained. Location is a plus as its very close to grocery store and down town banff! Will be our go to hotel.
Stayed 2 nights in Feb 2024
Response from Amelie G, Front Office Manager on 8 Feb 2024
Thank you for the great review, it is always a pleasure to read reviews like yours. We look forward to welcoming you back in the future!

10/10 Excellent

Corissa

Liked: Property conditions & facilities
Stayed 2 nights in Feb 2024
Response from Amelie G, Front Office Manager on 8 Feb 2024
Thank you for your review!