I want to say, the front desk staff was great in doing the best they could- I worked as a front desk manager many years ago, so I understand their limitations and authorized authority.
The first night we dropped our bags in the room, right off the plane, and went out to see the northern lights (11pm). The room was a little cool when we dropped off our bags in the room so we went to turn on the heater and nothing.... the thermostat didn’t work. Tried the unit itself, nothing. Called the front desk, he said to check the wall plug... he was correct. It was unplugged. Plugged it in, set the thermostat to 75° and off we went to see the Northern Lights. Upon arrival back in the room (after 3 AM), the room was a chilly 61° with the air blowing but no heat (right now you might be assuming why the heater was unplugged in the first place- why was this not already identified/corrected?). Called the front desk, he came and looked at it, not being a maintenance person, he understandably couldn’t fix it. Gave us a couple options: relocate to another “neighboring” hotel (La Quinta), since every room was booked In our hotel, or he could give us blankets, take 1/2 off for the night (fair offer) and have hotel maintenance look at it in the morning. It was already so late, long day, we just settled for staying. We had to be up and onto another activity by 9AM the next morning (Friday, March 2nd), confirmed with the front desk that maintenance would indeed look at the heater and left for the day. Upon arrival at the hotel in the evening... no HEAT. The Maid staff cleaned the room but as best as I could tell maintenance had not been in (largely indicated by a non-working heater). Called the front desk, he came up looked at it (different person than the night before), and same result. He was very resourceful though and provided a space heater, which did do the job, and said he’d see if maintenance could come by in the morning. Talked with the front desk the next morning to verify the maintenance schedule, there seemed to be a disconnect as she was unaware of an issue, and also stated that maintenance couldn’t come by on Saturdays or Sundays. So we were stuck with what we had, or could relocate to a different hotel. It’s not an easy feat to move 3 people and all their snow gear to another place from one that was reserved well in advance- and no telling what quality we’d get going somewhere else with this late of notice (if this hotel is completely booked, most of the other good hotels likely are too).
I’ve stayed at Best Westerns numerous times in the past and have always had great experiences, especially at ones labeled “PLUS”, so I was a little shocked to encounter this issue, which I suspect was an issue for whoever stayed in the room previous to my stay as well.
Besides the issue, the staff here is very friendly, but that only goes so far if the lodging itself is inadequate.
Following my stay, and prior to my review, this issue was submitted to corporate Best Western, however, they just referred the issue back to the local hotel, with no response. less
Kristen K, Front Office Manager at Best Western Plus Chena River Lodge, responded to this review
We would first like to take a moment to thank you for staying with us. I would just like to take a moment and apologize for the inconvenience you described with the heating system during your stay. This is not what we are known for in our guests experience also we do apologize for the disconnect with staffing we have been training new people and that may have caused part of the issue. Thank you so much for bringing this to my attention so we can fix these issues.
Front Office Manager