This townhome hotel has a large year-round outdoor pool which kids love. The website advertises internet in the rooms, but there is none. You must go to the office where there is wireless. This was very inconvient, especially when the website advertised internet in the rooms.

House keeping was late in day, while we were eating supper.

I booked a 2-night stay for myself and a couple friends.

On the Mystic Springs site, they indicate spa treatments are available. I called directly to book a massage (for 2 persons) for the Fri night. I was told this service was available on site. On their website, the 60 min massage cost $85 per person. I was informed that the other treatments we wanted would need to be booked at the spa (Verde Day Spa) which I did for the Sat. Since I have both massage and reflexology coverage (through work benefits), I inquired if they had a registered naturopath on site (so I could submit the treatment receipt for reflexology). I was told there was one person qualified and the apt would be booked with her.

When we arrived for check-in at the chalet, we noticed a few things... the sidewalks had not been shovelled ...you had to walk up a snowy incline to reach the room door ... if you were lucky to find parking on the street, you would need to run your extension cord from the outside of your front door - down the snowy hill and across the sidewalk. Could seem like minor things... but really a pain when you are carrying coolers/bags of food and your own personal items inside (over mounds of snow).

When I gave the front desk my credit card info again (as requested), I noticed the bill total was high. I questioned this and was simply told that our spa stuff had already been added in. The numbers still didn’t add up to me; however the staff member at the front desk didn’t seem interested in elaborating.

We arrived on time for our massages and thought it was weird that the front desk staff called the spa to confirm our apt 5 minutes before it was scheduled. The RMT's did not show. We were later sent back to our room to wait. We were called back 45 minutes after our original scheduled time. One of the therapists thought we were booked for 5:30 instead of 5:00. The other therapist said she arrived at 5:00, but at a totally different location. Our massages were in the same room (that was interesting ... we weren’t expecting to have a 'couple' experience). Our massage lasted 45 minutes and they billed us for 1 hour. Since we were to pay for this through the resort (at check-out), I wanted to address this with the Spa Manager/Owner on Saturday.

On Saturday, we arrived at the spa on time for our treatments (as confirmed the previous week). We were informed that their schedule indicated we had another hour before treatments were to begin (yet another scheduling mishap). As I sat on the table for my reflexology treatment, I was told by the spa staff that she was only a RMT and did not have alot of experience with reflexology. I decided to have the treatment anyway (considering I booked this weekend to relax and have a mini-break from my full-time job of raising 2 small children). Being that this treatment was not completed by a naturopath, it is no longer eligible for reimbursement.

I did ask to speak with the manager after my treatment. Trust me ... I was discrete & polite. She listened to me, said this would be discussed at staff meeting and her solution was to offer 10% off our service that day. As we left, the spa manager also gave me a receipt for the massages completed Friday evening (still billed for 60 minutes). To our surprise, the bill was not $85 ... it was more! Again, I questioned this. I was told that the resort adds on an additional amount for transportation (since it’s on site), gst and an additional 15% grat. The spa manager said the resort should have informed me of this when I booked. Of course... they had not. She said she couldn’t do anything about it... I’d have to speak with the chalet front desk.

Back at the chalet, I spoke with another front desk staff (working the afternoon shift). I explained the situation and our frustration... especially since the spa was literally a few minutes drive away (we would have booked directly with them - had we had known. Plus... it would have only been $85 as stated on the site). This woman listened to me, took down my information and acted professionally. Exactly what I was looking for. However, as I was speaking with her, the morning front desk staff joined our conversation (she had her coat on ... so I would assume her shift was done). She raised her voice with me, claiming there was absolutely no way the front desk staff would not have informed me of these additional massage charges. She carried on and on. Taking a deep breath... I had to remind her that I am the paying customer (with a bad impression now) and that she was implying I was lying. This person’s behaviour was so incredibly unprofessional. I redirected my conversation back to the afternoon front desk staff member and suggested she have the manager contact me directly at the room. She said she would pass the information on. I did not receive a call.

When we went to check out the next day, I had to deal with the day front desk staff member again. She gave me no details about the manager's follow-up. When I inquired, she sharply stated that adjustments had been made to our bill. At that point, I paid and got out of there. Our massage still cost each of us $103.75 (for 45 minutes).

I can tell you that I have been on alot of vacations ... including all-inclusive, Bed and breakfasts and chalet/home rentals. I don’t have unrealistic expectations. This mini get-away was my Christmas gift from my husband. My hopes for the weekend were to enjoy a massage, get a little extra spa pampering and relax with a couple friends I had invited to join me. I was incredibly disappointed and shocked with the customer service/professionalism and disorganization.

So you know... there are other spas and chalets in the area. I recommend you check them out & give them your $$$.

Second trip to this area (once before in 2007) and both times I've been thoroughly pleased. Sally Ann (in the office) could not have been nicer or more helpful. Chalet was very clean and master bedding was one of the most comfortable I've experienced. A wonderful area to stay while exploring Banff / Lake Louise area.

I found Mystic Springs to be just what I needed to get away and relax in comfort. The service was excellent and I wouldnt hesitate to go there again and tell my friends as well.