Chateau Jasper

A pleasant room, well sited towards the end of the corridor so we weren't disturbed by anyone leaving early. Sensibly place to put 2 suitcases on stands. Reception staff were very good (sadly not backed up by HouseKeeping). Restaurant was great for one night and food was very good but limited menu lead us to eating out on our 2nd night but nearby restaurant / bar fulfilled the need perfectly.

Asked for a tea towel as the mugs in our room hadn't been cleaned or swapped after the first night but it never materialised despite me hearing the receptionist phone the request through. Damage to netting on one window meant we couldn't open it as there were lots of bugs but luckily the other one was okay. The swimming pool water was a tad cool and the jets weren't working on the whirl pool.

Huge room with little kitchen area. Ramps that made it really easy to wheel luggage in and out. I asked for a kettle to make tea and was given one. Free breakfast. Nice and clean. Comfy bed, excellent sleep quality

We turned the air con unit off on arrival as the room was cold. Later in the night I turned it back on as the room was hot but it didn’t turn on. The hair dryer only blew cold air so it didn’t dry my hair

The room has been updated and had everything you might need.

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.