My wife and I stayed many times when this was a part of the Aspen Hotels. The location is most convenient to the airport. In the three times in the last year, each time to call it disappointing or rate the experience as terrible would be very polite.
The problem seems to be with corporate management and over all neglect of the basics. The employees to their credit, seemed to try to do the best they could against all odds. Last year the key cards would not work. If we had two cards activated at the front desk, one might work one time. We even changed rooms to see if it could be improved. On the last trip outside the room together, it was a major hassle to get back into the room. The man in charge of maintenance had to be contacted and he worked to get the room open. His opinion: the locks were more than 15 years old and should have been replaced five years earlier. For our second and third day, we could not leave the room at the same time for fear we could not get back inside, that the staff would not be able to open the door.
They seem to hire young college kids who are understaffed and overworked. They lack the experience and ability to handle the situations that can arise. Security of our persons and our possessions is my single biggest concern. Anyone that knows Juneau has probably experienced negative guest situations that involve alcohol. Bottom line, I remained concerned about my safety the entire three day stay.
I can only repeat what others have said about worn out linens and minimal housekeeping. It is said to be designed for an "extended stay", but the majority of guests appear to be single night for its proximity to the airport. It is not staffed appropriately to have a decent level of housekeeping. Prima donnas? I am accustomed to Alaska where accommodations tend to be often far below expected standards in the lower 48. I expected very little and I was disappointed.
In attempting to contact my wife who checked in this morning, the phone system simply does not work. Their automated "contact the person by last name does not work. Twice I phoned letting the desk phone ring 35 & 50 times. The third time I phoned, the desk clerk did finally answer after the 29th ring (yes I did count).
They say that in real estate all that matters is location. The only positive thing I can say is the proximity to the airport. I found the staff doing their best, the average age seemed to be about 19-20 years old. They always seemed grossly understaffed and overworked. Privately one person that had worked under both corporate managements said they faced corporate indifference toward fixing the gross problems that had been long running.
They have a pool and a hot tub which I enjoyed years back. After seeing the overall state and condition of everything, not to mention the young children age 3-5 running wild, there was no way that I would stick my foot into the pool (bring your own chlorine?). So you are warned, staff good, I'd rate the people end as excellent, just ridiculously understaffed, but overall condition of the hotel was terrible. It would be nice if the carpets were steamed cleaned every few years maybe. Again, being accustomed to Alaskan accommodations where one star hotels tend to charge 4 star prices, I expected so little, but was disappointed.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 30, 2012
Thank you for taking the time to review your recent stay at Extended Stay Deluxe Juneau . Given our company's commitment to superior guest service...
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.