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FAQ’s for Moose Hotel & Suites

To make your holiday booking experience as easy as possible we have added your frequently asked questions!

Cancellation Policy
 What is your cancellation policy?

It’s pretty simple, really! We offer free of charge cancellations at any time, up until 72 hours before you’re due to check in. In other words, you have until 4pm (Mountain Time) three days before you’re due to arrive. 

If you cancel within 72 hours (or don’t show up) then you will be charged our standard cancellation fee. This is the total of the first night of your stay, plus tax.

Holiday Cancellation Policy

Between December 21st  and January 2nd, all reservations for Rooftop one and two bedroom suites, are subject to our Holiday Cancellation Policy. This means that for any booking you make for these condos between those dates will require a deposit of the first night plus tax. Any cancellations received after 4pm, 14 days prior to your arrival date will forfeit the deposit taken. 

Deposit Policy
Do I need to pay anything upfront when I reserve my room?

There is no deposit required! All we need is a credit card on file (sorry, no debit cards) as a guarantee on the room and the ability to enforce our cancellation policy.

Drinking Water

Is the tap water safe to drink?

All of the water in Banff is rated as high quality groundwater by environment Alberta. It tastes great and there are plenty of refill fountains around town, so make sure you bring your drink bottles!

Read more on the Town of Banff website:

Does your restaurant serve Breakfast every morning?

Yes it does! The Pacini restaurant offers Breakfast service from 7 30am to 11am on weekdays, and 6 30am to 11am on weekends. Please be aware that Breakfast is not complimentary and is made to order.

Have a look at the menu here: Pacini Breakfast

Is there parking available onsite? How tall is the parking garage?

We do indeed have an onsite parkade. Spaces aren’t allocated and are on a first come, first serve basis so we highly recommend arriving early and leaving your car during busy times like weekends and public holidays!
The height of the parkade is 6’7” or 2 Meters.

Modification Policy
Something has come up and I need to modify my booking. Is that okay?

Sure! But you need to know a few important things. Making a modification can change the price of your room, lose availability or get additional fees. So please be careful!

Group Bookings
I need to make a reservation for three (or more) rooms. Is there anything more I need to do?

Well, it depends. If you want to make a group of bookings for a function, or an otherwise larger group, please call the Reservations Team directly on 1800 563 8764. Otherwise, the only difference is that we require a deposit of the first night of your stay plus tax for each room. If you still aren’t sure, feel free to call our Reservations Team.

Check in | Check out Times
When can I check in? When do I have to leave by?

Easy! You can check-in any time from 4pm onwards, while check out is by 11am.

On check-in a pre-authorization equal to your total anticipated stay, plus a $100 deposit for incidentals will be placed in a “holding-state” on your credit card. On checkout, if you use your credit card to pay for the room, the room amount will be processed and the deposit will be released. Credit card holds usually take 3-10 business days to clear. If after 10 business days the amount has not cleared, we advise you to contact your credit card company directly.

Cancel/Modify 3rd Party Booking
I booked online with and I need to cancel/modify my booking. Can I do it through you?

Unfortunately we aren’t able to make any amendments to bookings not made directly through us. You will need to contact the company you originally booked through to make any changes.

Early Check-in
I’d really love to arrive earlier than 4pm. Can I request an early check-in?

Sadly we aren’t able to make any guarantees. We recommend putting a note in when completing your booking or calling our Reservations Team and making a request that way. If your room isn’t ready when you arrive, we would be happy to hold onto your bags in the meantime.

Pet Policy
I’ve got a furry friend, can I bring him/her with me?

As much as we would love to have ALL the pets, we only have very specific numbers of pet-friendly rooms available. Please call our Reservations Team who will be able to confirm whether we have any rooms available. Our standard pet fees apply which is $25 per pet, per night plus tax!

More on our Pet Policy

Amenity Hours
There are so many amenities that you have, what are their opening hours?

You’re too kind, we’re very proud of our amenities and we’re so happy you can’t wait to try them! Our rooftop hot pool’s are the most popular, and are open from 6 30am to 11pm every day, rain hail or shine! Our indoor amenities such as our indoor pool and fitness center follow the same time frames. 

Also, the onsite Meadow Spa is open for treatments from 10am to 8pm, however we highly recommend booking your treatments in advance. Please see more here: Meadow Spa

Roam Transit
Is there a local bus so I can get around without driving?

Certainly there is, it’s named Roam Transit and they’re a great way to get around. We offer complimentary (yes, FREE) bus passes for the local Banff Roam Lines. If you want to see their list of services, please check out their website: Roam Transit

How to get here
Sooooooo, how do I get to Banff?

Easy peasy! First off you need to fly to Calgary, Alberta. Then it’s just an hour and a half drive the highway to Banff. If you don’t want to hire a car, we recommend Mountain Park Transportation, The Banff Airporter or Brewsters Transport!

Drinking Water

Is the tap water safe to drink?

All of the water in Banff is rated as high quality groundwater by environment Alberta. It tastes great and there are plenty of refill fountains around town, so make sure you bring your drink bottles! 

More details are available on the Town of Banff website: