Bellstar Suites at Solara Resort

The carpets were not clean

There was no staff, when we checked in the room was not ready so we sat in our car in the parking lot for over an hour waiting for the room to be ready.
I asked for more towels, the response through the messages was always polite and timely, but I didn't receive the towels.
The room was nice, but dated and the door to the bathroom barely opens as it's too close to the toilet.

Check in time wasn’t respected. It was later than what was committed on the reservation as the rooms weren’t ready. Location and facilities were decent. No restaurants or nearby eating places. So everything was a walk or a short drive

Check in was extrenely difficult. Our electronic link didn't work. Phoned repeatedly over 2 days - talked to three people who could not give me a good link. . Finally, they told me to check in at a hotel down the road. This added anxiety - going to a wedding in a resort town on a long weekend and not sure we can check in. Traffic leaving that second hotel made getting to our destination difficult. Finally got to our room and my husband sat on the bed- it made a load creaking sound and on inspection the mattress was caved in. The box spring was broken. No front desk so had to phone for help. They offered us a 3 bedroom in a different building for one night then a 2 bedroom in our original building the next two nights but with a busy wedding weekend and mobility issues we couldn't move back and forth. They sent a maintenance guy. He was great. The bed was irreparable. So our grandson ended up staying in another room instead of with us. No $ compensation. No apology. Laundry area had 2 used contact lenses and a wine cork beside the ironing board- other than that cleaning was good. Interesting - last people in the suite where the owners - so they didnt report the damaged bed???
Parking after hours required your room code. It didn't work for several people (picture cars doing u - turns on the ramp to the parkade). Our son's code didn't work so he parked a 10 minute walk away and then had to get up to move his vehicle before 8am or it would be towed. So no front staff means NO HELP. Room was nice but our 2 bedroom unit only had one good bed - not what we expected with $4000+ for 2 - 2 bedroom units for 3 nights. Our second room was just fine.

To confusing to find the room .

We had to call to have the freezer serviced, the toilet made a loud dripping noise, bathroom sink facet was leaking out onto the counter top. The kitchen sink faucet was leaky, the electric fireplace didn’t work. Signage throughout the property was vague.

No one at front dest to help. Didn't get a call by 4, then when I tried calling it took several times to get thru to someone for my room number and code. Parking was difficult because some took up more than one spot.

Also spent about an hour helping 3 Korean guys as I was heading to hot tub with daughter. They didn't get any info on room number, code and they didn't even have a number to call anyone.

I really think you need to rethink the communication part of all this. Absolutely confusing and frustrating.

Everything. The lighting was terrible, it was old, amenities were horrible, no staff everything done remotely online through the app,

The pool access the staff told us that we have the pool access but we need a longer walk but irequested to pool access nearby our room because we have baby that loves water , but we end up not using because its way too far in our room

The check-in process and getting into the parkade seem more complicated than necessary.

Online check in had glitches and no front desk person. Had to drive to another place to get checked in. Resort rep was not as helpful as I have experienced. Our particular unit was very run down. Only 1 of the 3 fireplaces worked. No maintenance person available to help us in person. The dishwasher worked but was not anchored into place - could lead to water leaking below! Carpet in smaller side of unit was ripped and torn. Noisey dog next door. Rep told us to ask tennet to keep dog quiet as they didn't manage that unit. Picture showed an outdoor hot tub but it was indoor and smelled heavily of chlorine.

Pillows were very uncomfortable, pool was a bit dirty,

The room was not completely clean, we did not get access to the room at 4pm as the check in email did not arrive. The toll free number left us on hold far too long. We had to drive to the siste r property to get checked in and get our room code.

This was a 2 hour ordeal. There are no carts to be found. We had to purchase toilet paper as there was not enough for the 3 nights.

There was not enough dishwasher pods for the 3 nights.

We have been coming here every easter for the last 9 years. We will no longer come back to the solara or any property that is managed by bellstar.

The room and facilities like the pool are becoming run down and not well maintained

It's missing some broshurs about Canmore ,and pass for Banff

Frying pans need to be replaced and we needed a dishcloth - otherwise everything else was excellent.