Best Western Plus Chena River Lodge — Hotel in Alaska

Writing this at 11pm after having an unpleasant interaction with the night staff Ashley. My daughter had gotten sick and threw up on the bed out of nowhere, I call downstairs and explained what had happened, apologized and asked to get new sheets if possible since there was too much throw up on the sheets. Ashley asked what we needed and told her a full set felt pretty rushed she just says bring everything down thank you and hangs up. Right off the bat I felt that this was an inconvenience and bother to her, but I went downstairs with the sheets, as I approach the front desk I notice her and another staff member both laughing at something on their phone and when they turn to me their whole mood changes (bothered) now. I was apologetic as this was unexpected, Ashley just grabs a bag and I can already feel that she is bothered, no words or acknowledgment whatsoever as we put the sheets in a plastic bag. I apologize again and thank her for being “understanding”, still nothing, no words and just wants to get it over with.

I ask her if those were the extra sheets on the desk, she looks and just says “yeah”, still bothered that this had to happen on her shift as Its clear to see her mood. I noticed no comforter and asked politely if they have any available, she just gives me a blank stare and just says “no”, did not even bother to think twice about it and I just ask if she was sure there are no other comforters, I can just tell she is just getting more aggravated, she smirks and says “no there is only enough for each room”. I accepted it, but, I just couldn't really help it, because I really dislike when I sense Im having a really bad interaction with customer service, as I was about to go up I had to ask if there was an issue with my requests or if she had some kind of problem with me coming down at this time because I felt that there was. Not a bit apologetic she just refers to the questions she asked on the phone that she had to ask them for the maids which I understand , but what i was referring to was the whole interaction downstairs at the front desk. She continues to smirk say she does not know what I am talking about as she is still BOTHERED, She just turns away and i decide to walk away as my whole mood is just ruined and I have to get up for work early in the morning and her co worker just says “have a good night” not even Ashley bothers to say anything as if I just completely ruined her entire shift. I tell my wife what happened, she goes downstairs to ask when the manager will be in or a number to call, she comes up stairs and 10 mins later we get a call from Ashley if we wanted a new comforter at this time she wakes up my infant and now I do not want to interact with her, I just say no. I will just speak to the manager in the morning and hopefully they can get her mood straightened out. Last time Ill be...

6/15/25 I called the office to ask if they have a laundry room and a young girl answered “well yea”. I said that I didn’t know and asked how much and she said “I don’t know “, so I asked if she could find out and she replied I think it’s .75 cents. So anyways I went to the front desk to get quarters and there was only one person there that appeared to be sleeping. I stood there hoping someone else came but no one did so I said anyone working and she looked up like I rudely interrupted her. I asked if I could get quarters and she got up and starting walking to the back without saying anything. I asked her again may I get quarters and she replied “well I have to get somebody. I asked her why she rudely answered me on the phone and she said no I didn’t, I told her I had her on speaker phone and my daughter heard you, she just shrugged her shoulders. Another person came out and I asked if I needed only $1.50 because she said it was .75 cents ? But anyway it’s $3.00 to wash and $3.00 to dry. The other person showed me where the laundry room was and I told him about the phone call and he said that’s how she talks because she’s Jamaican??? Is it ok to be rude and unprofessional because your Jamaican? Not to mention before all this, we were having breakfast and went back to room and keys wouldn’t work, so went to front desk and the same girl was sleeping but lucky there was someone else there to help. How they let this person work there? Just looks so unprofessional to have an employee sleeping at the front desk. I’ll never stay here again if I could help it!!!!

6/16/25 4:30pm Do not stay here worst front desk service I’ve ever experienced. This is my first review on any hotel I’ve ever stayed at. I hope the owners take a look at their front desk workers, the worst rude people that suppose to be friendly being the people that greet people!!!!

FYI: It wasn’t the key issue that was a problem it is the rudeness, unprofessional attitude, the housekeepers are the most friendly, they smile and greet you. Maybe should switch jobs and have the housekeeper frontline maybe you’ll get...

Really enjoy staying here. Although I have been almost persecuted by overzealous breakfast workers, who were omelette Nazis and very, VERY strict about the amount of food allowance per guests. So I wouldn't call it an "all u can eat" contenental breakfast since you are literally policed 👮by the attendant the whole time. It was even my birthday one year while staying there and I woke up STARVING... I wanted VERY much for the first meal of my bday to be plentiful. I didn't have knowledge of the strictly enforced one per guest rule which makes you choose between either 2 Belgium waffles (w/ a nice assortment of topping such as strawberries 🍓 and whipped cream😇) OR a smallish sized omelette 🍳 (which also had a nice selection of ingredients to choose from, 😘 including ham, a variety of fresh-ish diced veggies 🍄🍅). After I decided to get a single waffle which my friends smothered in berries and cream 🍓🍒🍶 then topped off w/ a handful of lit candles🎂, I was still ravishingly hungry so I went to try to get an omelette as well, which was when I was educated on the food allowance. I was not able to get the omelette, not even when my friends informed her that it was my b-day. I thought this employee was taking the rule a little more seriously than necessary. I, of course, accepted the rejection only to Still be brought an omelette by my friend. I was delighted believing the staff member to have had a change of 💓, and because of my happiness in that belief, was allowed to continue thinking that I was correct until days later when one of my friends who was there that a.m. broke it to me that it wasn't as I believed, and that they had, in fact, forfeited their own Breakfast to make sure that I got my bday ham 🐖 and cheese 🐣 omelette I have great friends! I just think that certainly some rules can and should be flexible to meet the varying needs and situations presented by each individual guest. But overall it was and usually is, a good place to stay when in Fairbanks. Clean, quiet, and accommodating for...