thank you for this great review. We really appreciate it and are so glad we could save the day and you liked the tour we rebooked you to. Unfortunately, the weather was not nice to us on this day but are always trying our best to offer at least some other options to our customers.

We are sorry to hear that you did not have a stellar experience with us on your tour. Communication between our staff and our guests is of great importance to us. When our office staff confirms tours, we make every effort to relay the itinerary as well as inform guests as to the cost of drinks at the ice museum. Our tour guides are to inform guests of the itinerary as well prior to arriving at the resort. We are sorry to hear that our office staff and guide did not communicate clearly as to the itinerary of the whole trip. We will speak with all of our staff so that issues like this do not happen in the future. Chena Hot Springs Resort is a highly traveled spot while visitors to Alaska are in town. While we do provide tours to the resort, we are not responsible for the upkeep and care of the grounds. We will forward your review to management of the resort in hopes that they can rectify some of the issues. If you would like to discuss your experience further, please reach out to the office during normal business hours. Again we are sorry that you did not enjoy your tour with us and would hope that if you do visit Alaska again you give us another chance to show you a 5 star worthy experience.

We are sorry that you had a bad experience on your tour with us. In regards to not being able to contact your tour guide. Our policy is we do not give out our guide's telephone numbers to our guests. You were contacted by the office to inform you that the guide was running late but that your guide would be there to pick you up at your designated location for pick up. All of our guests have the office number, to which all voicemails after hours are checked regularly, so that they can reach out if their guide does not show up. On the night you took this tour there were no voicemails that came through. We are sorry that you felt that the ground of Chena Hot Springs Resort were not better taken care of. Because we are just guests there at Chena Hot Springs Resort and are not in control of the upkeep of the grounds and facilities, we will forward your review to management at the resort in hopes that they will rectify these matters quickly. While we do advertise that this tour is a Northern Lights tour, we do not guarantee seeing the northern lights on any of our tours. They are acts of nature and we do not have any control over them just like the weather. Our tour guides are provided with many tools to seek out the aurora. They also make every effort to provide the best opportunities for guests to see the northern lights if they do make an appearance. We are sorry that the weather and the lights did not cooperate that night and you did not get to see them on your tour. If you feel that you would like to discuss this matter further, please feel free to call our office directly and speak to a member of our management team during normal business hours.

Hello there, thank you for leaving us and Bob such an amazing review. We really appreciate it and are so glad that you had a great time. It is great that you even were able to see the Northern Lights. Greetings from the AWG team.