Overall this is a normal best western. Standard free breakfast menu, Fitness center, pool, in room fridge, and an area with computers and printers for guest usage. The issues we had were personal I b... more
Overall this is a normal best western. Standard free breakfast menu, Fitness center, pool, in room fridge, and an area with computers and printers for guest usage. The issues we had were personal I believe, so your stay might be different. Our room was never cleaned. We arrived around 3 am on a Thursday morning and did not check out until the following Sunday. We did come in late one night and someone made only one of the beds and left some extra washcloths. Yet the trash was left, nothing was vacuumed and the tub still dirty. We went to the artic circle the day before and came back muddy. So we were looking forward to coming back to a clean room, yet, other than the one made bed, it looked exactly the same.
My friend whom I was traveling with, never thinks poorly of people. She assumed there must have been an emergency and the housekeeper had to leave unexpectedly. She even hoped that everything was ok. I on the other hand was just annoyed. I put the trash out in the hallway and went to sleep.
Late the next evening we asked the front desk staff if we could get a late check out for the following morning. Nothing crazy, just an additional hour. He stated we would need to check with housekeeping in the a.m. More specifically the head housekeeper. We assumed that meant there would be a "head housekeeper" speed dial option on the phone. There was not. So, in the am my friend walked out into the hall and asked the housekeeper cleaning the room across from us how do we request a late check out. She asked, "what time"? My friend responded, "noon". The housekeeper said, "ok, no problem". We then received a very nasty call from "Lisa" the head housekeeper instructing us we needed to leave. She started off rude. There is nothing we could have done to anger this lady so much. The hotel wasn't overly busy and even if it were, you don't call guests and speak to them the way she did. I've asked for late check outs at the Marquis in Times square on a Saturday and didn't have anyone treat me this way. If a hotel in Times Square could accommodate a late checkout in the middle of summer when it was actually busy, a best western in Fairbanks Alaska couldn't? Which would have been fine if we were told no, politely, from the beginning, but that was not how your treat guests. I have reported this incident to corporate and will never stay at Best Western again! less
SamanthaM4542, General Manager at Best Western Plus Pioneer Park Inn, responded to this review
I certainly want to apologize for the experience you had. It is most definitely not to our standard. I hope you are willing to give us another chance in the future!