Baymont Inn & Suites by Wyndham Anchorage Airport — Hotel in Alaska

The front desk staff threatened to call the police on me because he was upset that I asked him to show me the fees he was attempting to charge my card. But let's back up a bit- there were so many red flags up until this point that this hotel wasn't worth booking. Starting with... 1- As soon as I booked online from the plane for a quick 5 hour overnight stay requesting their advertised free airport shuttle, I received an email that they can't arrange this in advance but to just call the front desk; 2- I call the front desk from baggage claim 3 times, no answer. I walk over to the courtesy phones of vetted hotels by the airport (and of course, this one is not included). I called again, someone finally answers and I share that I am calling to arrange pickup; 3- I am told they do not have a shuttle. Whaaaat? It clearly says on their website there is a free 24 hour shuttle. He says, well just take a cab and I will reimburse you in cash. He emphasizes that I must have a receipt; 4- I take a cab and get a receipt. I get buzzed into the motel and I am not greeted. The only thing the agent says is 'ID and card'. He is so cold and robotic. I shared that it was me, the person he just talked to on the phone and I had my cab receipt. He said, 'first things first, pay for the room'; 5- He charges my card and prints two receipts for $200. I ask why I am being charged double and he said there is security deposit (typically agents with good customer service would tell you the price of the room and the deposit to get your consent before charging the card)- remember, he swiped in silence; 6- I sign and he gives me my key and I remind him of my cab reimbursement. He scrutinizes the receipt and asks about the extra fees. I have no idea, I just know he told me he would reimburse me in cash for what I paid, so I was confused why he was now nickel and diming me. He reluctantly gave me the cash; 7- I go to my room and unpack. I then bring my dog out to relieve himself and attempt to use my key to get back in the front door and it does not work. So, I had to use the call button. The agent tells me from the intercom to walk to the front of the hotel because the side door has an alarm. I told him I was at the front door, the one I came in just now. I can see the front desk from where I am standing. I watch him walk from the back room and buzz me in. 8- I walk in and ask him to clarify if this was the front or side door. He ignores my question looking at my dog. He says 'I didn't know you had a dog'. 9- I said yes, online the website says this is a pet friendly hotel. He says I need to charge you for that. I asked where online did it say there was a fee? Or, better yet in the check-in process, where did I sign with a list of fees? He said I can't go off what is online. He sounds ridiculous- the website is how all guests reserve the room and know the hotel rates and policies. Of course, it would be there, if it existed. 10- He says "I am charging your card". I told him he can't just charge my card, I need to sign for it. And, he needs to show me the pet policy. He says there is nothing written and to take his word. 11- I began to ask a question and he started yelling over me- are you paying it? Or you paying it or not? I asked why he was yelling. He said because I kept asking questions. He said he would call the police if I refused. 12- I told him there was no grounds for police. He was now livid and said I didn't have to pay the fee because he was now canceling my reservation. He wants me out of the hotel immediately. He told me to go get my things and he will process my refund. 13- I go up and down the elevator 3 times with a card that would not let me in the room (like it hadnt let me in the front door). I finally get checked out and he calls me an uber.

I am now back at the airport with peace of mind waiting on my connecting flight. I had hoped to get some rest but that experience was jarring, emotionally distressing, unprofessional and unwarranted. And, now from looking at the other reviews online, they should just shut...

If I could give a negative number regarding the service/staff, I would. The sign says that the main door is locked at night. We get there at 10pm in winter, so I use the call button. Clearly carrying my 3yo child, but the guy just answers "how can I help you?" I tell him I be a reservation, but he just says, "OK, how can I help you?" we repeat this, until I figure out that the door isn't locked and I can go right in. Why didn't he say that? Then, at the desk, he informs me of the absolutely ridiculous $100 deposit we are charged for the room, when my card is already on file AND I prepaid for the room! Not enough on my card, so I have to wait for my husband to come inside. What if I hadn't had it? THIS IS NOT LISTED ON THEIR WEBSITE OR IN THE INFORMATION I RECEIVED AFTER PAYING FOR THE ROOM!!! At that point, we just want to go to bed, so we ride in the death trap of an elevator to our floor, then neither of the keys worked! I head downstairs to get them fixed, because I heard him tell another guest that he was about to leave to go pick someone up at the airport and I wanted to catch him. I tell him the keys don't work, and he just asks if the light was green or red. I told him it was green, twice, so he just says "on, let's go" and heads up the stairs. Now, I specifically got the handicap room, which he knew and confirmed with me, but he made me go up the stairs. Then, once upstairs, he just took the key from me and Lifted the handle and owned the door. Like that was the normal way to do it. No explanation, no words, no apology, nothing. Just gave my HUSBAND the keys (not me, the person who handed them to him) and stormed off. All the sorry excuse for a desk clerk had to say to me was that they opened by lifting the handle, but he made it awful. And if this is a common problem, which it obviously was by his behavior, (and I now know from other reviews) he should've warned us when we checked in! We stayed in the room the rest of the night. Hotel was noisy and way too much light (curtains did nothing to block street lights), but the bed was comfortable, everything was clean, room was huge. Next morning, though, when we went to check out, same guy was there and just took the key cards from my husband and NEVER said a single word! No thank you for staying with us, have a nice day, hope you slept well, you are all checked out, YOUR DEPOSIT HAS BEEN REIMBURSED, or anything at all! So, yeah, negative numbers for the jerk running this hotel on...

Me and my sister booked a room because we had a very early arrival. I called the Baymont Inn that day to check if they would accommodate our early/late arrival into anchorage. When making the phone call the person (Mathew) agreed that we could get to the hotel and check in as long as we checked in before 5am. Once we get to the hotel the person( Marteen) at the front appeared to be very inconvienced by us being there to check in. His tone and demeanor was disrespectful and apathetic. He told us that we couldn't check in until 3pm. When I explained to him that we spoke to someone earlier that day about checking in early, he denied it and refused to acknowledge that it could have been another person who took the call. He had stated that he was the only one there all day. I showed him that I called and spoke to someone and it didnt matter to him. He was incessant that the checkin was at 3pm and he could not accomadate us.

I asked if we could at least take a moment to find another accommodation and asked if he could cancel my booking and refund me my money. He told me and my sister we only have 5 to 10 min in the lobby to make other accommodations. I asked for a receipt or something to prove he canceled my booking. He said he would but continued to be on his phone. When I addressed him about making the refund he kept saying yes but did not offer any insight on what the process would look like for me to get a refund or why he could offer proof that he canceled the booking. He called Mathew down eventually and I quickly realized it was Mathew who I had spoken to on the phone earlier that day. He explained that because I booked through Expedia (3rd party company)he was not able to print out the cancelation. Although it was easier to speak with Mathew we still did not get much support in how to receieve our refund. The number Expedia had went straight to the hotel personnel.

Me and my sister decided to book with another hotel who seemed to understand or situation and had a willingness to accomodate our needs. There's a lack of professionalism at this establishment and it's really unfortunate that this was our experience as a first...