Residence Inn Billings

We went on a Montana vacation again! What a blast. This was one of our many stops in Montana and the hotel was very nice. Very good customer service on the check in and the check out. The room was clean and we had a comfortable stay. The room was quiet. The beds were nice. The price point was average for a nice hotel. We would stay here again!

Room was very nice and comfortable; however, noisy and not so clean. We were on third floor and people (kids?) were running up and down the halls above us. People coming in late at night (past 11 pm) were noisy and letting their doors slam shut. Teens taking all the cookies meant for the guests. They had napkins full of the cookies and thought they were funny. The worst was taking some dishes down to use in the morning and finding food stuck on the plates plus globs of ketchup stuck on the counter that were never cleaned up. Very disappointing. Made us question the overall cleanliness of the unit.

Hotel charged me $250 pet cleaning fee on top of the already $90 pet fee. Seriously $340 for just having a pet for two nights. The room was left in great shape. This is ridiculous and will be escalated to both corporate and card company if the $250 is not refunded IMMEDIATELY! You should be ashamed of yourselves trying to take advantage of pet owners.

Day 1: I was impressed with the clean hotel, clean room, relative quiet, and good breakfast...my low star rating is b/c of lack of cleaning service and front desk staff lack of concern over no room cleaning service...I stay for 6 nights at the end of Sept and Oct 1. Perhaps upon registering for the room, I failed to notice a room cleaning policy. Day 1 & 2, no need for cleaning so I put up a sign on my door. On night 3, I went to front desk to see why my room hadn't been cleaned. They said that because of COVID they only cleaned every 4 days. Day 4 passed and my room was still not cleaned. That evening I went to the front desk to inquire why my room had not been cleaned on this day, and they said that my reservation was marked with "Opt out" of room cleaning. (Mind you, on night 3 when I inquired, the front desk didn't mention seeing any mark on my reservation for cleaning service "opt out" so how did it show up on my reservation by Day 4 when cleaning services were due? So, the front desk assistant asked, with a bit of snark (and let's keep in mind, I PAID for a full 6 nights), if I wanted my room cleaned on day 5. I said that I would...I was stunned that they were annoyed that I would expect this since I was two days away from checking out. Day 5 came, I got new bathroom towels and soaps, nothing else. Nothing was done to the bed, I couldn't tell if the sink or bathroom was cleaned, I didn't get a fresh kitchen towel and kitchen cloth, and my bathroom and kitchen garbage had not been emptied...in fact they were overflowing. The spare blanket was scratchy and smelled. I wonder if it was put in the closet each time without being cleaned after each new guest used it. The toilet ran intermittently even long after being flushed. The hotel is saving money on cleaning staff without providing cleaning service...and using COVID as an excuse for lack of cleaning service.

Accepted reservation, accepted Marriott points for stay, then cancelled me upon check in due to having a Billings address. Front desk actually asked me in front of another customer why I would want to stay at a local hotel, the other customer just looked at me like he wanted to hear my story. Front desk then cancelled my reservation and couldn't refund my points until the next day (wasted 30 mins on phone with Marriott Bonvoy). Since I had purchased points for the room, this became a big expense! I ended up paying approximately $250 to say at the neighboring hotel, and $85 for points I couldn't use because of this bad customer service. They said it was due to crime in the area.

Breakfast was scarce. There was no food 1.5 hrs before breakfast was scheduled to end. When I asked a worker when it would be replenished he replied “in ten minutes”. After waiting 40 mins we finally had food. This was after we couldn’t use the pool, because it was out of service. We specifically chose the property so our kids could swim. This hotel was not worth $340 by far. (There was also a sign at the front desk that they don’t rent to people with local addresses??)

This property and its management has sure declined. My family and I used to stay here once or twice a year for various reasons, such as family visiting from out of town or getting our homes carpets cleaned. Randy, the front desk associate, was so rude and canceled our reservation. The reason is because they don't rent to local residents. Randy wouldn't leave a message to have the manager call me. The hotel wouldn't help me find a new room for a similar rate. Just some bad customer service and a really sad decline. I guess going the extra step isn't in Marriott's agenda anymore.

Great place to stay! Very helpful and treated you just like you are family! We stayed there for my son’s knee surgery in Billings. Very clean, all staff where amazing! Breakfast meet our special diet needs are well. They are upgrading hotel and you don’t even notice work being done.

Attempted to check in with a reservation and confirmation number as a premier Marriott member. Desk clerk informed us that there were no available rooms. Asked if she could get us into another Marriott property since there were a couple other hotels within sight. She said she couldn't do anything to help. Called Customer Service at Marriott and had a room across the street within minutes. Marriott Customer Service great, Marriott Residence Inn not so much.