Westmark Fairbanks Hotel & Conference Center

I have traveled to this hotel location for the past 3 seasons for my job. They are usually very very accommodating and nice but this year 2024 Im not sure if they have all new staff or they just really dont care to make guest feel welcome anymore. I made my reservation two months before to ensure a smooth check-in. I was supposed to be only staying for two nights. I work for a cruise line that specifically uses this hotel to accommodate our employees. Upon check in, I was told my reservations was wrong and I needed to pay for an additional night because check in wasnt until 3:00 am. We got there around 1:45 am due to our plan being delayed. I told the front desk agent that we could wait and sit in the front lobby area until 3:00am. The agent told me that I didnt have to and he would take care of it due to us having a rough day from a 5 hour layover and lots more. The next day I wake up to the supervisor Ethan and Emily trying to run my card multiple times for the amount of $37.80. When I arrived downstairs I asked them why, Ethan stated that I had only paid for one night with my discount code for my job. I was ok with that and told him I would go to breakfast and come back and pay the $37.80. After breakfast I went to pay with the supervisor Emily. She first tried to charge me $125.00. Then when I told her I had a discount code from my job, she still charged my card $75.60. She definitely did not care to try and fix the problem's at all! Both her and Ethan honestly were very uninterested in trying to accommodate my needs while staying at there establishment. Very upset I was over charged! I asked Emily for the cooperate number so I could get it resolved, she stated she did not have that information. I asked her to call her supervisor Ethan to try and get it resolved, she told me he was sleep so she wasnt going to be able to call. All in all if you can find another hotel please do! My job is all about customer service and customer satisfaction.. and this hotel most definitely doesnt exemplify this at all! Emily had 2023 supervisor of the year on her name tag, yet she didnt give me that at all! No one from front desk displayed good customer service. I wanted to share this so hopefully someone will not have the same experience as I did!
Apr 8th, 2024

Apr 4th, 2024

Apr 3rd, 2024

Apr 3rd, 2024

Stayed 4 days, nice rooms plus free breakfast. The Red Lantern restaurant downstairs had good food also.
Apr 3rd, 2024