Princess Lodge — Hotel in Alaska

We had paid for an extra day /night at the lodge as we had a late night flight. We had DO NOT DISTURB on door as we wanted to sleep late as late night flight. 8:00am housekeeping knocking on door, what time r u checking out, explained we pd for extra day/night, he precedes through paperwork, Oh and walks away. Princess paperwork said have luggage out in hall by 11am for transfer to airport, we had it out by 10:30am. Noon it’s still out, we call front desk and they said we must have been overlooked and need to take it ourselves. We are seniors with health issues, had to push down 2 long halls, elevator to another floor and another hall when leaving for airport. We went for a walk at 3pm came back and was locked out of room. Back to front desk, they give us new keys with no explanation why we were locked out. I mentioned the luggage not being picked up and she said it was the shore excursion responsibility to pick up and not the front desk. They sent a luggage guy to our room and asked if it was out by 11am and we said it was out by 10:30am. He said let me talk to my supervisor and I’ll be back. HE NEVER CAME BACk. That night he sees us in the lobby with our luggage and says I can load it on the bus for you, by that time we had pushed it down 2 long halls, an elevator and we said no thanks. The bus was right outside the door in the main lodge by then. Horrible, horrible customer service. We truly regret booking an extra night as THEY woke us at 8am, then the luggage fiasco and then being locked out...

Terrible staff. Detained myself and my family. Even grabbed my jacket and refused to let us exit the building. I am filing a complaint with FTC BBB and state consumer protection services. Will not recommend to anyone and will score on google and other social media outlets. Your staff could have been arrested for how they handled the situation. They justified physically detaining us because an ambulance had recently picked someone up from their location and had not left the parking lot. The ambulance doors were closed and emergency personnel had left the scene. Your staff decided we could not exit the building so they grabbed my arm and jacket and forcibly blocked the exit so we could not leave. Their job is not to enforce unmarked made up BS emergency barricades and should never grab someone by the arm forcibly. Freaking ridiculous behavior. Check your cameras and you will be amazed at how unprofessional...

Standard hotel room; ours had a worn rug with snags in the entry. The restaurant only serves an expensive buffet for breakfast and the coffee shop(which is located in the gift sjop) has frozen jimmy dean egg sandwiches which you microwave yourself. Your dinner options are the breakfast buffet place or the bar with very limited seating if its raining. The food at the bar...