Week in Fairbanks
25/03/2017 Donna I, Colorado Springs
We checked in late one night and we were "hit" with a very strong urine smell. Informed the front desk clerk of this and he offered to move us to a different room, but no other king sized bed rooms w... more
We checked in late one night and we were "hit" with a very strong urine smell. Informed the front desk clerk of this and he offered to move us to a different room, but no other king sized bed rooms were available. He did bring some deodorizer to our room, and then house keeping did a "deep cleaning" the following morning. This did not get rid of the smell completely, but it did help. We also discovered part of a bottle of wine in the refrigerator. There were no coffee cups in the room for coffee in the AM. Our room was not cleaned two days in a row. We had notified housekeeping on the first day, and also notified the front desk clerk the second day -- but our room was still not cleaned! We met with the GM on the third morning to state our displeasure of this, which did get our room cleaned! Due to a security check, they locked everyone out of their room, but neglected to tell us about it. I spoke with the front desk clerk, a girl we had not seen before, and she reissued our room keys, but put the wrong room number in! Nick, at the front desk, was more than helpful through all of this. Also, Danielle, the person who made the breakfasts during the week days, did a wonderful job. Not real happy with our stay there! less
BestWestern C, Manager at BEST WESTERN PLUS Chena River Lodge, responded to this review
Dear Valued Guest,
We are so sorry for the problems you experience during your stay we have taken this as a learning lesson to help train our staff better on how to handle problems like this. I would like to personally apologize to you on behalf of my staff.