Chateau Jasper

Location was nice, facilities were nice and had indoor parking.

The prices was quite expensive, and breakfast was not included.

Close to shops and restaurants

food in restaurant was very good, beds were super comfortable and the room had a fridge and microwave

The hotel was a bit further from town than we expected but still walkable

Even though the receptionist didn’t really know where the problems had arisen, the hotel was very well-maintained and clean.

Unfortunately, our experience at reception was disappointing. We were welcomed by a female staff member, but the interaction felt rather cold and showed little understanding of the very unpleasant situation we had experienced. We had apparently been victims of a highly sophisticated booking scam involving genuine reservation details and a professionally designed fake confirmation. We fully understand that the hotel itself may not have been responsible and that the underlying security issue may have involved a larger booking platform or external system. Nevertheless, as guests arriving after such a distressing experience, we had hoped for at least some empathy and willingness to find a small gesture of goodwill. Breakfast was not included in our already rather expensive room rate. Given the circumstances, we politely asked whether breakfast could perhaps be offered complimentary as a gesture of goodwill. This was declined at reception in a very cold and uncompromising manner. The issue for us was not the cost of breakfast itself. It was the complete lack of empathy, hospitality and willingness to find even a small compromise after what had happened. Nobody expected the receptionist personally to take responsibility for the fraud. But good hospitality is also about how guests are treated when something has gone seriously wrong. In our experience, a situation like this would normally lead to some attempt to find a guest-friendly solution — even if the hotel was not directly responsible for the original problem. Unfortunately, that did not happen here. The whole experience left us with the impression that customer care and empathy were seriously lacking at the front desk, which was particularly disappointing given the price level of the hotel.