Chena Hotels

" Subject: Formal Complaint Regarding Unprepared Room and Poor Check‑In Experience – May 14, 2026 Dear Management, I am writing to formally express my deep dissatisfaction with the experience I had upon checking into your hotel on May 14, 2026. My reservation was made months in advance, in February, and my confirmed check‑in time was 3:00 PM. Despite this, I arrived at 11:30 PM—over eight hours past the guaranteed check‑in time—only to find that my room was still not ready. After nearly 24 hours of travel from New York to Alaska, including two connecting flights, I was exhausted and simply expected a smooth check‑in process. Instead, I was sent to a room that was still in the process of being cleaned. I then had to return to the lobby and wait again for another room assignment. At no point did anyone provide an explanation for why my room was not prepared, nor was there any acknowledgment of the inconvenience this caused. This experience was both unprofessional and unacceptable. A room reserved months in advance should be ready by the guaranteed check‑in time, especially for a late‑night arrival. The lack of communication and the unnecessary back‑and‑forth added stress to an already long and tiring day. I am requesting appropriate compensation for this inconvenience, whether in the form of a refund, a rate adjustment."

"The property location by the river is the best!! So beautiful and relax!! We loved it"

"Nooe"

"We had everything we needed and then some. It's quiet, and comfortable. We will definitely rent here again. "

"Rooms are small, but relatively inexpensive. For some that only use hotel rooms for sleeping (as I do), it was great!"

"Nice clean hotel with very friendly and helpful staff. Rooms were clean. Gym was decently equipped. Very convenient to the airport- free shuttle was a nice convenience. Good option if you need a non-resort type hotel to explore Fairbanks. "

"Room was clean and breakfast was very good. "

"Temperature in room was easily controlled to very comfortable Breakfast was slim pickings and gone by 9. Disappointing. Most staff very helpful. Think they have a hard time finding staff to work in February "

"Very nice place to stay"