Getaway to the Canadian Rockies

SUSAN HALLMAN

When we arrived at the Sheraton Wall Center, we registered in the lobby of the South Tower and were assigned a room. In the morning we were NOT met in the lobby to get our luggage tags and boarding passes. Other travelers on the Rocky Mountaineer were in a completely different building, the North Tower, and it was lucky that we gave up waiting and looked outside to see people lined up for the bus. We got on and were dropped off at the station and got our tags and passes there, but we worried all day that the mix up might mean that our luggage may not arrive with us. It did, but it made for a stressful first day. Your company needs to be very clear about where exactly their guests need to stay, and let the personnel at the hotel know that they should have directed us to the other building. Other than that rough beginning, everything else went smoothly.

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Robert

Overall we were satisfied with the trip but the confusion with pretrial documents and the 1 hour delay in check-in in Jasper and not getting our luggage there until after 10pm kept this from being a 5 star experience.

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GEORGIA COCKERHAM

I have both positive and negative comments about our $20,000 Vacations by Rail trip. 1)The time we spent on the Rocky Mountain train was well-managed until the last stretch of the trip. Due to a tragic car accident ahead of our train, we were stopped for more than four hours. During this time we received only one update about why the train was stopped. This was after being stopped for more than three hours. During this time the air conditioning went out for a spell. The lack of communication coupled with the heat caused much concern that could have been reduced with honest and more frequent communication about why the train was not moving. 2. The three servers on our car were great! 3. I have a complaint against a specific employee. At the Fairmont in Lake Louise when we were supposed to receive our luggage tags for the two-day ride back to Vancouver, we were forced to stand in a line for 1.5 to 2 hours. There was only one employee handing out luggage tags and answering a multitude of questions from those in line. I am in my seventies and stood in that line for 1.5 hours. Several people in front of me had been there for closer to two hours. Many missed their dinner reservations and additional activities at the hotel in which they'd hoped to participate. After almost 1.5 hours while I stood in line, Rocky Mountainer emplloyee, Simon Elliott, showed up and began offering some assistance to the woman who'd been single handedly working. Within a few minutes, one gentleman who had only just joined the end of the line spoke with Mr. Elliott. I watched as the two of them walked up to the front desk where the woman was working. Mr. Elliott printed out baggage tags for the man and the man, grinning from ear-to-ear, walked away. I then approached Mr. Elliott to let him know that what he'd done was wrong. His excuse was that the man told him there was a bus he needed to catch for an event. I explained to Mr. Elliott that many people in the line missed planned meals and events because we were instructed to get our baggage tags that evening in the line. Mr. Elliott admitted that he made the wrong decision. I told him that his apology did not change the fact that he'd made a very poor management decision that cast a black shadow on the Rocky Mountaineer and Vacations by Rail operations. To make matters worse, many on the train chose not to stand in the line as instructed and received their luggage tags the following morning when we boarded the bus!! Very poorly managed all around. 4. When the train started moving again toward Vancouver, after the accident was cleared, we received word that the train would not take us all the way to the Vancouver train station. Instead, we would disembark sooner and board a bus that would take us to the train station where we'd disembark and board other busses that would take us to the hotels. This turned out to be a nightmare. We were directed, upon getting off of the first bus at the train station, into the station building and wait for an annoucement for the bus that would take us to our hotel, the Fairmont Vancouver. We followed these instructions, walked into the crowded train station and awaited the announcement. After about twenty minutes and no announcement, I approached one of the individuals in the identifying orange vest. He told me that the bus for the Fairmont had not yet arrived. I then saw another orange vested individual and asked about our bus. This person said that the wrong bus had pulled into the spot reserved for our bus and that we should go out and board bus six rather than the intended bus five. We walked out of the building and approached yet a third orange vested individual. She told us the bus was waiting and directed us to board. Very poorly managed. 5) We have many people who have waited for us to complete our trip so that they can decide whether to take the train across the Canadian Rockies. These people, like us, are in the seventies. We will be quite honest with respect to the difficulties we encountered, and let them know that we would not have spent the money had we known how poorly managed the trip was.

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Fiona H, Raleigh, NC

Before taking the vacation, I was doubtful that it would be value for money as it was by far the most expensive vacation I have ever taken, or am likely to take. Now I think it was worth every penny. From the booking process to the final departure for home, it was a truly phenomenal experience.

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Margaret P, Portland, OR

We LOVED the Rocky Mountaineer Experience, the scenery, the special trips (e.g. Ice Fields), several of the accommodations. Things ran smoothly with a smile. Well coordinated, but also left time to be alone and enjoy. It was a great trip that we'll remember for a long time.

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Floremil (Poy)

One of our best vacations.

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