We booked a room at Westmark (mid March 09). We took the Alaska Railroad from Anchorage to Fairbanks, a wonderful, beautiful ride and we arrived in Fairbanks. The hotel did not pick us from the depot for over one hour! The night before we called the hotel to arrange a shuttle pick up, prior to arrival the train conductor arranged for a total of 11 guests to be picked up and while we were waiting we called the hotel asking where is our pick up service. Over a dozen calls were made and the answers we got were: we are on our way, we are 5 minutes away, we are 2 minutes away, we are 1 minute away, we are pulling into the depot parking now. They kept lying to us. Over a hundred other people got to their hotel while we were the last at the depot waiting to be picked up. Other hotels sent taxis to pick up their guest if the could not all fit in them in their shuttle. Finally a Springhill Suites driver was bringing a guest back to the depot to retrieve his forgotten luggage and he asked us if we wanted a ride to Westmark. We got to our hotel via another hotel's shuttle. We all grumbled to the front desk about the non-pick up and the hotel clerk said "you folks arrived later than scheduled, we had only one driver and the other driver was a grumpy guy who does not like to be called in and we had sent our shuttle to the airport first to pick up these passengers." We argued why did you lie to us about our shuttle and why didn't you just send taxis to accommodate us? She could not answer satisfactorily and said again you did not arrive on time and that the thing about the grumpy driver. She was just the clerk so I asked why the night manager did not say anything, she responded to say that he is new to the job and does not know much. We asked how can you compensate us for the major inconvenience and she said we can not do that or authorize that. So we asked to speak to another manager who had more authority. He eventually came in and said he was sorry for problem but he also said that their hotel has a multi-million dollar contract with Alaska Air that is why the shuttle was sent the airport first. The implication was we will service the bigger dollar client and you are just smaller dollar client so that is why you had to wait. He eventually did compensate us with room and meal. The one thing we did miss was the Ice sculpture display, if we had been picked on time and we could have made it to festival before they closed the gate. We had a overnight stay and had to catch the train the next day. Someone on the train showed us these beautiful pictures of the ice carvings but as he said it does not compare to being there to see it person.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.