Best Western Plus Pioneer Park Inn — Hotel in Fairbanks

We stayed at the Best Western Plus Pioneer Park on the last leg of a 3-week Alaska vacation. It was an unfortunate ending to an otherwise great trip.

On our first night, I noted a constant sound in the room, like a high-pitched hum. When I asked the front desk about this the next morning, I received a shrug in response. The clerk wasn't aware of the sound, didn't know where it was coming from, and didn't know if it could be stopped.

We left for the day and didn't return until about 3 AM after a long excursion to the Arctic Circle, at which time we found the room exactly as we had left it with beds unmade, trash can full, and dirty towels in the bathroom. I went to the front desk to ask about this and was told that they did not have enough staff to clean the rooms. When asked, she did agree to get us some clean towels.

We had one more night there. Each time we left and returned to the room, we walked past trash piled in the hallway in front of room doors and heaps of wet dirty towels.

When checking out, I asked the clerk for a discount due to the unsanitary and unpleasant conditions, and I was told that he didn't have the authority to provide a discount; only the hotel manager, Mai, was able to do so. He provided me with an email address for Mai.

When I emailed Mai, I received no response.

A few weeks later, I emailed the corporate offices at Best Western about the situation , and I received a response saying that they would contact 'upper management' at the hotel to investigate, and I should hear back in 3-5 days.

A month later, I had still heard nothing. I contacted the corporate offices again to advise them of this, and this time heard nothing back from them. I reached out one last time to the corporate office another month later indicating frustration that no one was responding, and I stated that it appeared that Best Western was okay with the situation at this hotel since no one was replying. That was over a week ago, and I have still had no response.

I can sympathize with the hotel having staffing issues - I have been responsible for hiring and staffing care facilities myself. This is one reason why I reached out to the hotel and the corporation prior to posting any reviews. However, the way the situation was handled was just poor business practice. We should have received notice in advance of the staffing situation so we would be aware and have the choice as to whether to book/stay there or not. Common sense says that if you can't provide basic services expected, a discount should have been offered by the hotel - guests shouldn't have to request it. And apologies should have been offered spontaneously and in advance, not just in response to customer complaints.

The lack of response from the Best Western corporate offices seems indicative that there is a company-wide issue with customer service and...

Booked 6 nights on the BW website. Arrived to a slow check in, but someone was being trained. Went to room-holes in lampshade, dented furniture. However, after a 15 hr trip, no hot water in shower. Desk informed, Next day barely warm water and low pressure. Then no water at all. Front desk said that they would leave a note for manager in the AM! No water for hours is outrageous. Then stated that a plumber would be coming overnight and an adjustment would be made to the bill for the inconvenience. Burnt out light bulb, and TV that would only play the weather channel. Asked for maintenance to fix next day. Never showed up. Male staff member switched TVs and brought up a bulb. No hairdryer in the room, a/c wouldn't work -no temp settings,etc. Shampoo/soap dispensers barely worked. Room was dark, but beds were comfortable. Asked for room to be cleaned once in 6 days. Never done. Had to go to front desk or maids to get towels, soap, etc. Breakfast was abysmal-yogurt, cereal bar, water,juice and fruit. Several days they had only cereal and water. Pool, exercise room and lobby bathroom closed for covid. Called us around 1030 last day to remind us of check out at 1100. We checked out at 10: 43am. told by Consuelo no adjustment to the bill as we got a low rate (booked on BW website, not 3rd party). By 10:48, they posted a $50 charge on amex. Called and spoke with Liz, who stated that we left 3 bath, 1 face towel and 1 bathmat so stained that they had to be discarded. Absolutely ridiculous. We said we were coming back to see them, and she stated that it was hotel policy to not show us the towels, or any photos they supposed had of them. Rude, and dishonest. Within 5 min they claim that they were able to go from the lobby to the second floor to sort out about 8 towels, ascertain that they were stained and needed to be discarded, and back to the front desk to charge Amex-all within 5 minutes. Dishonest, deceptive, poor service/breakfast every day, lies about cleaning, maintenance adjustment for no water, and theft to charge a card, and not allow us to observe the supposed damages. never again. Look at other reviews, and damage charges are frequent. Lots of hotels in Fairbanks, but stay away...

AVOID AT ALL COSTS not only because of the terrible service provided but also because they have unethical practices. Long Story: Before I begin, you must know it can get hot in Fairbanks in peak summer. So I booked two rooms for two nights for myself and my parents on a family trip this June. While I was checking in late evening I overheard a person complain about the AC and assumed it was a one off issue. At about midnight when we were done trying to sleep my expecting wife and I realized that the AC in our room was not working. To add to it the room has its windows blocked so we were not only feeling the heat but were suffocated as well. I went down at 1am after calling the front desk repeatedly to ask what is happening. The front desk lady told me that the entire hotel’s AC is not working (which I figured) and said we do not have provisional fans either. I was furious because the person at the front desk already knew the AC is not working when I checked in. I demanded to speak with the manager and told them I want to check out next morning. In the morning, I spoke to Samantha, the GM, who offered to give me some points but once I told her I was never informed of the issue when I checked in she said they will not charge me for both the rooms for the night we stayed. I signed a document saying no balance due for the night and went off for the rest of my trip. When I got back yesterday I saw the $400 charge on my card and called to confirm that the refund will be made. BUT the hotel seems to have conveniently forgotten the entire episode and told me to dispute the charge on my credit card. NOW the UNETHICAL PRACTICE, they sent me a two page document over email of which I was given only the second page (showing no balance due for the night we stayed) that was shown to me and signed by me. The first page that apparently shows the charges was never shared with me nor was signed by me on the printed signature option on that page. The hotel is basically trying to dupe me by generating this first page document either now or they knew what they were doing at the time I checked out.

Also, it looks like from Joy's review below their AC is...