The Malcolm - Canmore

This was the first time my family (of 3, 2 adults 1 child stayed here and we were excited to escape the city for a weekend getaway but mainly there to unwind and try out the rooftop heated pool we’ve heard so much about. About a week after we booked, we were scheduled to arrive and Alberta was expecting a very cold weekend. Unknown to us, they had closed the rooftop pool because it was below 24 (so keep this in mind and unsure if that’s published on their website but if not, they need to and failed to notify and give guests the option to cancel their stay prior to arrival. This felt like an “on purpose” oversight on their management so that guests who prepaid their stay like us, wouldn’t have ever been given the option to have a full refund…we were already “locked in”. Very disappointing to show up with this surprise, knowing full well a week prior we were expecting this weather province wide (it was in the 10 day forecast! Everything was shut down for the most part in Canmore and Banff and it was a good learning lesson for us not to expect much in extreme temperatures. If it had been communicated upfront either on Malcolm’s website or via email communication that at certain temperatures, the pool facilities are shut down, we likely wouldn’t have booked or tried to cancel. When we arrived we were given a King “accessible” room which we mistakingly booked. They were kind enough to move us to a normal King so that we could have a proper bathtub and shower for our toddler. They were going to charge us an extra $60/night but after raising concern around the cancelled pool without notice, they gave us a deal and slashed $40/ night off to $20 (albeit we were paying $688 with tax for two nights already . So that was nice of them. The room we would have had was for a guest who required modifications to help with wheelchair accessibility therefore, the shower was a walk in with chair type set up great for those who are looking for that but the website needs to be more clear around room description (specifically there is no tub . All in all, we were ok with their fulfillment on the request we made. Both rooms were super clean, got to give them that and views were gorgeous.There was a wedding that evening and for some odd reason. The wedding did not have a place to go after dinner down below so the wedding guests took over the entire Level 2 area where regular guests could have enjoyed a game of pool or some board games and it felt quite awkward venturing out of your room, with a pile of people drinking and mingling, felt like you were intruding.The restaurant on site, “The Sterling” had amazing food! Dinner was delicious and service was fantastic! Breakfast ordered on our last morning was superb. It arrived on regular plate and silverware and not in takeaway containers like most hotels so that was a nice surprise.We requested a late check out by an extra hour to finish breakfast and the response we got from the front desk was “unfortunately due to the overwhelming requests for late check outs we are unable to offer anymore”. So there we have it, start the trip poor and end it poorly. Not rude but just not overly accommodating for the price. Will not stay here again. Maybe it was due to the uncommon (not unforeseen weather circumstances but not about to spend another $1000 to find out. I will say, the saving grace was Banff’s Fairmont Hotel; their outdoor pool was still operating so that was a nice bonus!The point I am getting at, the amount of money your are paying to experience a hotel stay that’s supposed to be above average, wasn’t worth it. The hotel service amenities did not reflect the price.

I went here for a romantic getaway with my girl, and it was an all around great experience.The room was nice, with a great view. The food was delicious, and reasonably priced. The staff were accommodating and were all pleasant and polite.The concierge services they provide were exceptional, and they helped me plan out my whole weekend.I suggest to everyone and will be going back!

A place with a beautiful view. However, the room was a bit narrow and stuffy. The bedding was very clean, but there was an unpleasant 420 smell in the hallway. It was a good memory to spend the year-end and New Year holidays here. The swimming pool was also in good condition and cute. .I think the biggest advantage is the wonderful view.A place with a beautiful view. However, the room was a bit narrow and stuffy. The bedding was very clean, but there was an unpleasant smell in the hallway. It was a good memory to spend the year-end and New Year holidays here. The swimming pool was also in good condition and cute. .I think the biggest advantage is the wonderful view.

I think I would only give this hotel 3 stars and here is why: every year I like to go somewhere for my birthday and this year I decided to go to the Malcolm. In the past I have done the Fairmont palliser in Calgary and Fairmont Banff springs in Banff. When you book everytime at a Fairmont location they ask .. what is the reason for your stay? Business, pleasure, anniversary, etc. when I go for my birthday I say birthday and every year I stay there for my birthday I walk into the room decorated and full of balloons and have even had chocolate covered strawberries or cheese in the past. When booking at the Malcolm they did nothing and did not ask the reason for my stay. I told them I'm so excited to come for my birthday and they still did nothing. This hotel does not go above and beyond. When we came it was also super messy and disorganized as they were cleaning up from Christmas. I think they should do this at night when the hotel is quiet and not during the day when people are around.

Stunning hotel views and amazing pool area. This has been our go-to hotel for a relaxing weekend away with our dog (pet friendly! for a number of years now. Unfortunately, the last two times we have stayed there the alarm clock went off around 4am, waking us up and not giving us the relaxing mornings we had paid big money for. Not sure if it’s fluke it happened twice in a row to us (with ~1 year between visits , or if this is a regular issue for them, but we were not happy. We let reception know on both occasions, to which they said they would look into it and get back to us. Never have they got back to us so unfortunately I’m here writing this review. Surprising as they seem to be a service first type hotel. Extremely disappointing and not sure that we will be returning nor continuing to recommend to our friends and family.