BEST WESTERN PLUS Chena River Lodge - Reviews, Photos - losing the holiday spirit

tbplaw

mission hills ks

Contributor

11 reviews

Reviews in 9 cities

42 helpful votes

“losing the holiday spirit”

Reviewed 31 December 2011

1

person found this review helpful

we have stayed at this property several times since it has been open. this was a five night stay over christmas to visit family. the locations is good and the past experiences have been satisfactory. on our first night at about 5am the people in the next room erupted in a loud argument with lots of door slamming lasting 2 hours on and off. we were not able to report this to the front desk as our room phone was not working. the next morning a group of several adults and children with baggage were in the breakfast room having a disagreement which concluded with one of them turning the breakfast table over. their presence and activity made access to the food uncomfortable and physically difficult. the beverage dispenser in the breakfast are was out of order the entirety of our stay. wi-fi signal in our room was very weak but strong in the lobby so each morning we took our laptops to the breakfast area in order to get a signal. we inquired and we told that we didn't know how to connect our computer to call technical support on an 800 number. each morning on leaving the room for the day, we hung the "housekeeping" sign on the door signaling our wish to have the room cleaning. notwithstanding the room was not cleaned on two of our five night stay. even when the room was clean we often did not have coffee or coffee cups or bathroom tissue so we had to find these items for ourselves. our experience suggests to us that the staff is deficient in the skills and training necessary to run the hotel.

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5 January 2012

On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I understand your frustration and I know that your phone in your room not operating correctly probably added to your frustrations.I wish that everyone of our customers respected the person next to them. Unfortunately, that doesn't always happen and it our jobs to maintain the peace. Our night auditors walk through our building at night to ensure it is quiet but the noise doesn't always occur when they are doing so. I went back and looked at our maintenance logs and it seems the phone cord wasn't plugged into the phone line; it was connected to the dial-up. We have 12 access points in our hotel to connect to wireless. The connection in the lobby is the same as the rest of the building. We have a company that monitors our wireless 24 hours. There number wasn't given in the intention of you thinking that we thought you didn't know how to use your own laptop. They can assist in a number of ways such as, if the access point is having problems near your room they can fix it to improve your connectivity. In addition, every room in our facility has a hardwired connection.

Regarding the appearance of the other guest in the breakfast room; every customer at our facility is treated the same regardless of their appearance. If they cause a disturbance then we take action. We do not discriminate against anyone. They were asked to leave our building after the immediately disturbance occurred.

Sincerely,

Shalanda Rosemond
General Manager

*COMING TOGETHER IS THE BEGINNING. KEEPING TOGETHER IS PROGRESS. WORKING TOGETHER IS SUCCESS*

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Carrie S

McKinley Park, Alaska, United States

2 reviews

Reviews in 2 cities

“Always enjoy my stay here!”

Reviewed 27 December 2011

I stayed here the first time after a late night arrival back in to Fairbanks. They do not have a shuttle from the airport but your cab ride is paid for by the Hotel. As soon as I walked in I was excited to see how new everything was! My room was great and every time I have returned to Fairbanks for travel I stay here. The bed was soooo comfortable that I was lost in sleep moments after my head hit the pillow. It is located quite close to the airport but I didn't hear any flights while I was there.
Love the breakfast, friendly staff, always a clean room - the tv remote is even in it's own 'clean cloth'. Not sure if they are just not too busy when I am there but I have never heard other guests in neighboring rooms. I've recommended this hotel to everyone that I've talked to about it.

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Patty B

Beaver Creek, Canada

1 review

“Best hotel bed. Ever.”

Reviewed 26 December 2011

My favourite hotel in Fairbanks! Amazing beds, free wi-fi, staff are always friendly, everything always looks clean, and the continental breakfast is fantastic!

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rfg615

Sitka, Alaska, United States

1 review

2 helpful votes

“Good Location - Good Property”

Reviewed 7 November 2011

2

people found this review helpful

Hotel was new in 2010, clean and well maintained. Nice sized three story hotel is smaller and more personable. Great location across Airport Blvd. from Fred Meyer's. Ideal for anyone wanting to be near UA, airport or that side of city. Rooms are good size with small refrigerator. Beds are comfortable. Free breakfast has good variety. Staff is helpful and courteous. Have stayed there about six times. Twice had minor glitches checking in but both times staff resolved issue quickly.

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Jason C

Chicago, IL

Senior Contributor

41 reviews

Reviews in 33 cities

20 helpful votes

“One of the better Best Westerns”

Reviewed 29 October 2011

2

people found this review helpful

This is a great hotel in Fairbanks, it's new and clean with excellent location.
I had to check in really late after my trip to Barrow, the front desk staff was very accommodating. The room and the bathroom was super clean, so that is definitely a plus. Breakfast at the lobby was just ok, but I am not there for the food. Fred Meyer store is just across the street, so that makes it very convenient for my sundry runs.
I would definitely come back if I visit Fairbanks again.