Bridgewater Hotel, Trademark Collection by Wyndham — Hotel in Fairbanks

The main incident which sealed the deal for me, was when during our last night of stay, me and my fiancee went very respectfully to ask if whether it was possible or not to leave a day earlier and be refunded the difference of that night's stay, as our 2 other friends had an early check-out. This girl, whose name was Josephine, shows up and starts taking "care" of our request. Everything seemed fine, until the moment that I asked her a simple question which is the most legitimate right of every guest who has paid his dues in full. I asked of what the amount that would be refunded to me was going to be, as I did not want to be surprised in the end by some unexpected charge from them, or being refunded a ridiculous trivial amount. After this question of mine, she snapped and started throwing a tantrum to the depths of psychosis, and no I am not exaggerating....She firstly told me that she did not know exaxtly, and I very politely asked her to just reverse what she did (making our check out a day earlier), to what it originally was. It was at this moment that she fully let go of the last bit of sanity that surrounded her and started acting as a person who suffers from severe mental issues and belongs to a psychiatric facility!!! She first tells us with so much attitude and in an angrily manner that she could do that, but she would have to charge us an extra 725 dollars, WHICH IS INSANE! How can someone because of their incompetence charge a guest the whole amount of their stay over a simplistic change that was requested upon hearing all the details that she provided regarding the refund? She was unable to change it on the system and started panicking and after being told to call the manager, she rudely told me "STOP TALKING" and looked at us as if we were hooligans, and told us "OH GOSH, how can I call the manager at the 31st, I feel so bad". Excuse me, but that's how hotels work Miss Josephine, and if you can't handle a simple thing of this nature then how in the world are you working as a receptionist on a big grand like Wyndham?!?! We were seriously shocked and told her that it's illegal to charge our card twice due to her lack of knowledge and that we do not give our consent to do so. This is where she fully lost it, and almost got into a fight with us, but instead of doing that she told us "have a good night" in the most aggressive fashion and ran away to the staff room without telling us of anything in relation to our inquiry and what her manager had told her. A few secons later we hear her screaming and throwing a big tantrum in the room saying "I can't do this job anymore". We were terrified. After all, how can we even feel safe knowing that a psychotic person with severe mental issues is allowed to work in the reception area? After a while, the other blonde lady that was on shift with her comes and doesn't give us any explanation as to what had transpired, and after asking her if whether the system was able to recognize the change and reverting to the original settings that it was so that we would not be forced to leave a day earlier until after we would speak with the manager the following day, her words were "just put the do not disturb tag in your door". This was such a ridiculous resolution that left me shocked. If the system still showed that we were supposed to check out the next day, then how does a sign prevent the janitors or the front desk from telling us that we would have to leave? And this was the last thing that we would want after going through that nightmare of an interaction with Josephine, just a few minutes earlier. A few hours later one of our friends goes in the lobby to ask for the names of that rude and psychotic girl, as we needed to know. As soon as she hears him asking, she comes out of the staff room and looks at him asking if whether we got a problem with her and looked as if she was ready to get in a fight with us all, until the other workers had to come and calm her down.

SHORT STORY DON'T GO TO THIS HOTEL AS THEY WILL BULLY AND BE RACIST WITH YOU. WE ARE THINKING OF...

Was hesitant about leaving a review as I was really hoping to leave the experience I had in this hotel behind me. However, after my fiancé left a review he received a hateful message from what seems to be a fake account from a staff member at this hotel so I will be saying my peace. During our stay at Bridgewater Hotel from December 26th to January 2nd, we encountered several concerning incidents involving the front desk staff:

Discriminatory Remarks: A staff member, Hailey, approached our friend and commented, “Those girls have a lot of attitude; what language do they even speak?” Despite our consistent politeness and fluent English, it appears our Latin accents prompted this inappropriate remark. Needless to say "what language do they speak" was not her true question.

Unprofessional Behavior: When inquiring about an early checkout and potential billing issues (duplicate $700+ charges), receptionist Josephine was unable to provide an answer. Upon requesting managerial assistance as she seemed to be struggling to help us, she abruptly ended the conversation, sprinted to the employee area, slammed the door behind her, and screamed at the top of her lungs as she expressed frustration to her coworker, Madison. This is not a normal response to simple questions. (Of note, we were the only people in the lobby, it was not busy.)

Hostile Interaction: Following the above incident, I asked the other staff member, Madison, if there were underlying issues affecting Josephine’s behavior, such as psychiatric issues, as it was not a normal reaction and my fiancé, friends, and I were borderline about to call the police. Madison responded dismissively, stating, “Well, you seem crazy too,” and gestured for me to leave.

Lack of Empathy: On our checkout day, we overheard Josephine speaking negatively about us to a colleague as we sat in the lobby waiting for our shuttle to take us to the airport. She knew we were there. Additionally, during this same time we witnessed another guest express serious personal concerns regarding her personal health (she stated she was dying), in which this very same colleague working with Josephine that night unsympathetically replied, “This is not a pity party.”

These experiences left us feeling discriminated against, unsafe, and eager to depart prematurely. Notably, we began using alternative exits (back stairs) to avoid further interactions with the staff.

On a positive note, Luciano from the cleaning team stood out for his professionalism and kindness. He consistently engaged with guests courteously and should be commended for his exemplary service. The general manager also did reach out to my fiancé and expressed sympathy regarding these incidents which was nice.

While we anticipated a memorable holiday trip to Alaska, the negative interactions with certain staff members at this hotel significantly impacted our experience. I really hope that management addresses these issues to prevent future guests from encountering...

I stayed here last week, the middle of September, while visiting Alaska for the first time. I had a great stay. I arrived after midnight and when I called the hotel they sent the shuttle to pick me up from the airport. The lobby area is small and so is the parking lot. Everyone I encountered at the front desk was nice. It seems like there was a different person each time I came and went, but I didn't get the bad attitude that many others complained about. My room was on the top floor which is what I had been hoping for. It was tiny compared to other hotel rooms but the layout was great and it was big enough for me. There was a king sized bed, a flat screened tv mounted on the wall, and an a/c unit in the window which caught me off guard. I was reminded by a friend that I was in Alaska and the weather doesn't get that hot. I love that the bathroom had a walk-in shower. The sink had lots of room for toiletries. I'm not sure if the rooms had been renovated recently or not but I think everything looked great. The comforter on the bed, the furniture, the curtains...everything. My only complaint is there were no face/wash cloths in the bathroom when I first got there. Plenty of towels though. I called the front desk and five minutes later someone was knocking at the door to drop some off. I read other reviews before I booked and many people mentioned breakfast. They didn't serve any food when I was there because of coronavirus so that's understandable. My room was on the side where the BBQ restaurant sits. I didn't hear any of the noise at night that many other reviewers had complained about. I also had a nice view of the river which is right across the street. There are quite a few restaurants nearby within walking distance and doordash is also available. The walls are thin and I could hear the people next door. Whenever I turned the a/c on I wasn't able to hear the tv. I hope the people next door didn't mind when I turned it almost all the way up. As far as cleaning, I'm not sure because no one came by the entire time I was there. I didn't need anything but if I did I think the front desk would have called someone. Overall I had a great stay and the room was much better than I thought it would be. If I ever come back to Fairbanks I'll make sure I book...