Hampton Inn & Suites Fairbanks — Hotel in Fairbanks

A week ago, my friend and I booked this hotel. One of the complementary services provided as advertised on their website is shuttle transportation to/from the airport. Prior to our arrival my friend had even called to arrange the shuttle ride and told them we'd be arriving on a late hour,  she was instructed to call upon our landing and the shuttle should be picking us up within 30 minutes. After we landed at around 2 am, I called. This person named Joshua picked up the phone and told me there was NO shuttle and my first reaction was "wait what?". He then said they can pay if we take a cab - which I knew was the only possible option at that time as A) our Uber app showed no service in that area B) in a small town like Fairbanks we did not expect to see cabs waiting outside of the airport - I immediately asked if we could find any cabs. Joshua said no but he can provide a phone#. I said ok and started waiting - I never got it.  At first I thought he was probably waiting for me to be ready so I confirmed by saying" I am ready when you are". I got no response after a few seconds, thinking due to the pool signal I asked again " Can you please provide the phone number?", still no answer. I took a few steps away and then asked again " What is the phone number?". Then I heard Joshua speaking to me angrily: " you've been so rude!". I was like "excuse me?". He then repeated by yelling "you've been rude to me and I'm gonna cancel your reservation!" - and he HUNG UP THE CALL. For a second I thought it was a joke, I called back but no one answered. Apparently this put us in a SUPER weird (and potentially dangerous) situation as we just arrived at an unfamiliar place at 2 am and our transportation was cancelled unexpectedly. We walked outside of the airport and see what we could do from there and the outside was exactly what we imagined - empty driveway with a few shuttle buses from other hotels. We felt helpless and angry at the same time. Luckily a while later, we met a couple who were able to arrange a cab and shared same destination, they were really nice to let us ride in the cab and we arrived hotel eventually. Entering the hotel we were still hoping that what happened wasn't true but this person Joshua - who works at the front desk - started the conversation by asking if we were the one on the phone earlier, and then he confirmed that he indeed cancelled our reservation. This was just way too UNACCEPTABLE - he didn't even try to work with us to clear (if there was ) any miscommunication. Instead, he insisted that he wasn't treated nicely over the phone and when I asked him what exactly did I say to make him feel this way, he said not what I said but the tone I used sounded impolite. Furthermore, he requested us to leave the lobby in a few minutes and THREATENED us he'd call the police if we don't. At that point we were too tired to argue further so we agreed with having the police over given the fact that we no longer have the accommodation as well as the limited transportation, we'd appreciate any help that the police might be able to offer. Long story short, the police came and we finally were able to book another hotel and we left the Hampton Inn. By sharing this TERRIBLE experience I wanted to address a few points: 1st, a shuttle service is very important in a place like Fairbanks at 2 am and leaving people stranded jeopardizes their safety.  If there will be no shuttle, it should not be advertised or at least notifying customers in advance so they are prepared. 2nd, a hotel does have the right to refuse anyone service but in this case it is definitely Joshua who was irrational and unreasonable. All the decisions he made were impulsive and without attempting to clear up any possible misunderstanding first. Lastly, one would be hard-pressed to find another hotel that cancels their customer's reservation because they were allegedly rude (which I was NOT) at 2 am and knowing they may have no other housing options. What Joshua did seemed more vengeful than how one who works in the hospitality industry would...

My friend and I had landed in Fairbanks at 2am in the morning and called our hotel. The staff there (Joshua) told us that there would be no shuttle service for us that night, which was fine. I guess due to the poor signal in the airport. We asked multiple times for the number for a taxi, and to our surprise, we were told our hotel reservations had been cancelled and hung up on. I thought that it was maybe a joke and did not take it seriously. When we arrived to the hotel, the front desk informed us that our reservation was indeed cancelled and he seemed to be smug about it. He told us to “go back and learn to not be rude”, which surprised me because I do not think my friend was being rude or antagonistic at all on the phone. He claims that the whole conversation was recorded on camera, and he threatened to call the police if we did not leave by 2:53am. Can you imagine 2 girls with nowhere to stay at 2am in the morning in a foreign place? After 2:53am, he did call the police on us.

I already contacted whoever is in charge to deal with this incident. If this is not properly resolved, I intend to sue the Fairbanks location of Hampton Inn and Suites for this inappropriate treatment, resulting in an unsafe and situation for my...

After spending 10 days in an RV, the Hampton Inn & Suites Fairbanks was a welcomed sight! The hotel did not disappoint. Upon checking in digitally, I received a text from the manager Marlon and we used text message to communicate during the stay which was pretty cool (he was very responsive). Marlon was very friendly and always greeted my family with a smile when we came in. Bryttni, Kenya and Kayla at the front desk were also very friendly and helpful during my stay. Byrttni was on the night shift and she would always ask about our daily adventures. I enjoyed conversations with her. The hotel and the rooms were very clean (which is very important to me) and you can see that the staff really cares about the hotel. You can see them mopping throughout the day, emptying garbages and making sure the coffee is fresh and full throughout the day / night.

Lastly, breakfast was really awesome. There were so many options and everything was nice and fresh. Brenda worked hard and we enjoyed talking with her in the morning. We also met Bernice at breakfast who worked just as hard. Both were very friendly.

If you are coming to Fairbanks, I would recommend staying at Hampton Inn & Suites Fairbanks. Close to shopping and...