We booked a mountainside room (less noise), non-smoking (allergies). When we arrived the clerk remained seated. She was playing solitaire on the computer and ignored us at first. After carrying 4 bags up 2 flights of stairs (no elevator) we were given a room facing the bay instead of the mountain and the room wreaked of cig smoke. The door lock barely kept the door closed and showed signs of having been pried open. Cig smoke came through the connecting door from the next room. The toilet seat was stained with pee and my wife had to be clean it before she could use it. The coffee maker had no carafe and there were no washcloths and only one handtowel in the room. I went back to the desk to ask for another room and was told there weren't any. I asked for a carafe and washcloths and the girl said she would have to look for some and would bring them up to the room. After waiting an hour, I went back to the desk and the items were sitting on the counter and she was again playing solitaire. I retrieved the items myself and arranged to move to a different room the next day without the cig smoke. One of the wash cloths she found for me had yellow stains all over it. When I pointed it out to the clerk she said it was dark in the maid's room. Our room had "no smoking" on the door but had an ashtray inside. The smoke detector had no battery and didn't work. The drawer of silverware was coated with a film of soy sauce. Dishes were on the sink. A lampshade was broken and hanging from one prong. The TV remote would not change the channels. The room smelled and the floors creaked horribly. They advertise kitchenettes but it wasn't sanitary and we had to chip off ice to open up and use the freezer.
The next morning we had to hang around until 12:45 to get our new room. A different clerk gave us a key and told us the room was ready. When we opened the door the beds had not been made, the floor was filthy, and the maid came in and said the room wasn't ready. We left our bags, pointed out the room had no coffee maker, and left to finally see Juneau. When we returned there was only one washcloth and the floor still had debris on it. We decided complaining would do no good and felt blessed that at least there wasn't the stench of cig smoke.
I asked 3 different times to speak to the hotel manager. I was told the first day he was already sleeping, the second day I was told he would contact me when he came in, and the third day he had already left. Upon checking out I refused to pay for the first night since it wasn't what I booked. I showed her the email.
I think there are 2 basic problems: The first problem is the terrible service at the front desk. I have never been treated more rudely or with less respect than what I received the 1st night. She basically just didn't care. The second problem is that the maid staff obviously doesn't use any kind of checklist. One washcloth for 2 adults to share on nights 2 and 3 and none at all on day 1? One day there are 4 packets of sugar and the next day there were 4 packs of creamer and no sugar. Floor wasn't vacuumed. The first room had lots of (dirty) dishes, but the second room had no silverware at all. No Kleenex in dispenser days 2 or 3.
Don't say you haven't been warned. Avoid this hotel. I wish I had listened to the reviews before booking. This was our only negative experience in our month in Alaska.
