Melissa H.
Yelp
We stayed at the Carlo Creek Loft for 2 nights. We used Creekside Cafe to reserve the Denali Park day shuttle and flightseeing tour to Kantishna. Briefly, the shuttle and flightseeing tour were incredible. But since this review is about McKinley, we will stick to that. At check-in, the payments for the room and excursion were already settled so we didn't have to worry about making anymore payments. All of the paperwork were ready for us and the gentleman checking us in was very nice and helpful.
This is where there was a couple of "speed bumps." The reservation booking time was 45 minutes later than we had scheduled (we had a receipt to show the error) and the staff were unaware that the lunch was also included. The front desk staff corrected the lunch order and made sure it was ready prior to leaving for our excursion. With respect to the later departure time, we were told that we took the only time slot available for our tour- but the change in time was never communicated to us- and we had to adjust the plans for our day accordingly. Lastly, when we went to our room after the initial check-in, we received the wrong key 2x, which meant driving back and forth between the main building and our unit (it took probably 30 minutes to complete the entire check in). The front desk staff met us at the Loft, assisted us to get in, and apologized for the hassle. At this point, you are probably asking yourself why did they get a 5-star review? Customer service is huge for me and when I look back at these issues, it was mostly miscommunication or things that were out of their control. With the key issue, the gentleman at the front desk came with me to check on the door and fix the issue himself. He could have easily called for housekeeping or maintenance but instead, gave us immediate and good customer service in resolving the issue. When there was a miscommunication with the lunch order, the gentleman at the front desk did not question us or refute, but quickly did his homework, apologized, and took our order which was ready and waiting for us in the morning. When the excursion was made for a different time than we had originally reserved it for, Liz (the manager) and the gentleman at the front desk called the company and "looked into it" to figure out where the mix-up was. When we picked up our food in the morning, an explanation into the time change was given and an apology was made. Altogether, the customer service by Liz, the gentleman at the front desk, and the staff were top-notch. Things happen but they owned up to it (even if it wasn't their fault), and made things better as quickly and easily as possible with a smile on their face. I appreciated their integrity and willingness to make our experience as best as possible. To top things off, we didn't expect anything, but when we came back from our excursion, Liz and the staff left a nice gift for us to again apologize for the rough check-in.
The room was nice and elegant. It was on the second floor of a cabin but it was separate from the other cabins so the privacy and security was still high. The studio-like loft had nice amenities such as a full kitchen including a hot water kennel, non-stick pans, coffee and coffee maker, full-size refrigerator and freezer, and cable TV. The room and bathroom was clean and the blinds shielded us from the "midnight sun" when we were sleeping.
Altogether, I would come back to this place if I was ever in the area and would recommend the place to any of my friends or family. The room was nice and clean, customer service was 5-star, and the food at the onsite cafe was great.