Sophie Station Suites

The desk staff were especially kind and helpful through all my calls about our delayed flight and arrival. The 3:45 a.m. shuttle was great, too. I do wish there were a door for privacy at the bathroom vanity. We were told breakfast started at 6, but nobody mentioned the $29.95 price. That should be posted or explained in the lobby. Before checkout, the front desk called to say the information I’d been given the night before was wrong: staying past checkout would cost $50, not the $5 I’d been quoted. The communication was poor. Then I checked my card statement and saw I’d been charged more than double the room rate. They said they would refer it to the accountant.

I spent three weeks here and it felt like home. I had one of the better rooms, with a full kitchen, refrigerator, dishwasher, Wi-Fi, and two large Samsung flat-screen TVs with streaming. I had friends over a few times and made the place my own. The employees were always helpful, and you can have Amazon or Walmart packages delivered. Laundry was $3 per token, or $6 to wash and dry. The gym has basic equipment, though the elliptical didn’t work. There’s a really good restaurant and bar on the second floor. The bed sinks in the middle, as I’ve seen in other reviews, but I usually sleep on one side so it didn’t bother me. The bathroom is small, but the water pressure is good, so that was fine too. There are grocery stores and fast food a short walk away when the weather allows. In winter, they offer a grab-and-go breakfast with North Pole coffee starting at 6 a.m. I’d recommend it for longer stays if you want an apartment-like feel in Fairbanks.

After more than 40 years traveling around Alaska, this was the most negative interaction I’ve had with a hotel general manager. I often make hotel stays a home away from home for myself and my staff, but Kurt’s communication was unhelpful and passive-aggressive. I gave him feedback professionally, and he dismissed it, got defensive, interrupted me, and talked over me. I felt devalued as a guest. His attitude and lack of professionalism didn’t reflect the standard a leader should set. Listening and a guest-focused response matter, and it concerned me that senior management seemed to disregard guest satisfaction. I left angry and distracted. Outside, I swung my laptop bag without paying attention and hit a woman coming toward the building. The bag thudded against her, and I turned quickly, dropping my briefcase and scattering documents. I was trying to apologize when the woman, dressed in a business suit, smiled and gathered them from the snow. She told me not to worry and asked whether I was okay and if she could help. I asked if she worked there. She said yes, shook my hand, and introduced herself as Andrea. I told her what had happened with the General Manager inside, and, assuming from her professional dress that she might be the owner or work in operations, I let out all my frustration about my experience at Sophie’s. Andrea sincerely apologized that my experience with the general manager hadn’t met expectations and asked what she could do right then to make things better. I told her she’d already done it. I’d only wanted to give the GM constructive feedback about the room’s smell and outdated decor. As a well-established builder in Alaska, I thought it would be received well. Instead, I got a defensive attitude and was told I could stop booking at Sophie’s because there were other hotels nearby. Andrea was a breath of fresh air and even carried my bags to the rental car in dress shoes on the ice. I told her that if she ever wanted a corporate job in Anchorage, I’d love to have someone like her represent our business. It’s hard for business owners to find professional managers who fit the role so well. I didn’t know her position at Sophie’s. When I asked if she was the owner, she laughed and said she was flattered, then explained that the owner was Mr. Cerny, a wonderful man, and told me her own role. So, apologies in advance, Mr. Cerny, for trying to recruit your employee. It’s mind-boggling that Andrea isn’t the face of the hotel. From one long-time business owner to another, she shouldn’t be kept behind closed doors. Lenny Hyde

Terrible hotel. We stayed three nights on a Celebrity cruise land tour. The rooms weren’t good, and they only clean them once every four days. The location wasn’t great either. Our son left his stuffed animal in the bed, and when we called that day, they said they couldn’t find it. I’d avoid this place.