DoubleTree by Hilton Hotel Billings — Hotel in Billings

I am a very easy going person, honestly have never written a review as I don’t let things get to me if I can. Having said that my whole life I have worked in places where customer service is more important than many people may realize. I checked in to the doubletree approx 7 days ago. The desk clerk was very friendly. I checked out 2 days later, then I believe 2 days later checked back in as I enjoyed the hotel. I am now on my 3rd night here, and the service I have received has been very poor. Again I have never written a review but this experience has bothered me enough to do so. When I checked in for the 2nd time the gentleman appeared to have no interaction skills, however gave me more information than my first encounter with the front desk person. The next day I had to get my car park ticket validated, I waited as they served on a customer. That customer leaves and I stand there feeling invisible as no one even acknowledged me while they gossiped about a guest, then started talking about learning how to make room keys. Then a maintenance person walks up talking about a roll a way bed for a room. Through out all this, there was 3 people behind the front desk and I received no acknowledgement whatsoever. I eventually, as I was in a hurry stepped and asked could you please validate my ticket (Just having to do that made me feel rude). the lady then said to me “oh , you’re still here” and not in a joking tone.Then the next day, I needed to get change for laundry (no change machine) and I watched just how different most other guests were being treated. So much information was given to them, they were offered bottles water, cookies etc. Not a big deal, I can buy my own. However what kinda made me question everything is I’m mixed race from England, and never ever have I had the feeling I am being treated different until staying stay here. Btw, I love Montana...friendliest people, but this was a kinda reality check. Also, each time I approached the front desk the attendant would answer the phone (I know, doing her job) and would be on the phone for at least 7 mins. Then proceed to talk to me as if I literally just walked up there. One more shake my head thing, when I checked in it was one way, when the room was extended each time by my partner he would receive courteous vouchers for food and drink. I then watched the same person who initially checked me in distribute vouchers to people who were checking in. Bear in my mind, I booked one of the more expensive rooms. It disappoints me writing this as, well right now in my doubletree room. From my perspective, some kind of customer service class needs to be implemented as like I said, I have never felt more ignored at any...

This was by far the worst Hilton experience I have ever had. We arrived and opted for a digital check in to maintain social distancing, being a Gold member digital check in is something I do fairly regularly. The check in was seem less but the problem was I never received a Kipsu which normally contains parking information, dining and so forth. I then ended up having to go to the front desk since no one messaged us back about where to located the parking garage (since there were signs all over the parking lot speaking of break ins) and where to locate the menus and if room service was open. The room was dated and had no fridge. But the room was clean. We had requested some extra bathroom supplies since we lost a portion of our luggage, they did leave those in the bathroom for us tossed on the counter in a tied up baggy and had left everything minus mouthwash or toothpaste. So again I had to go to the front desk to obtain these items. We finally got settled and decided to take showers. There was ZERO HOT WATER. I then kipused them informing them we had already taken showers but so they could fix it for there next guest since we were in bed and they wanted to send a handyman up at that moment to make it right for us as if that would “make it right” once we had already showered. I informed them again we had already showered. There was never anything else offered to make it right. My husband then ended up getting a glass sliver which we also reached out about and no apology was offered. In the morning I then kipused about breakfast and no response was ever given so after 30 minutes of waiting I called and was told to call room service to ask. I then called room service to ask for the gold member breakfast and when I picked it up was charged for breakfast. Once I got to the room we received a cup of cold fruit, a cold yogurt, a cold muffin and an orange juice. I understand the pandemic but every double tree I’ve stayed at during the pandemic had offered a hot or warm option to make the best of what they could and was beyond more accommodating then this hotel. I have stayed at the home suites in Billings and let me tell you it is much nicer then this double tree. The service is friendly. The hotel is more up to date and their basic free continental breakfast is better then the Gold breakfast here. I would have never wasted my points to stay at this establishment and am very let down as Hilton brand is the only establishments I stay at because of their service. My daughter asked the whole time where her cookie was because it’s her favorite part of coming to double tree and unfortunately missed out...

I chose to stay here because I have had reasonably good experiences with Doubletree in the past. However, this hotel is not worthy of that name. It's impossible to find the entrance because of bad street signage. You can see the building from a million miles away, but figuring out how to navigate the one way streets to make it to the entrance is a pain. They advertise a free on-site parking, but what they fail to be say is there are approximately 50 spots for a 20+ floor hotel. So, everyone else not lucky/early enough to get those spots gets to park in the public lot connected to the hotel via a skybridge. Then after checking in, we got to our room only to discover that we didn't have a refrigerator, as advertised in the listing. I called the front desk and, after blaming the issue on the third party I booked through, they did agree to move me into one of the "deluxe" rooms. (I've been using that third party to book hotels for 20+ years and I've never encountered this problem.) I exchanged keys only to discover that the "deluxe" room is literally identical to the regular room, just with a $75 dorm fridge sitting on the floor between the TV cabinet and the desk. The rooms are dated and dark. The shower/toilet area is microscopic and the sink area is open to the entire room, which makes for a weird layout. The worst part was when I checked out the next morning. I decided to put my luggage on a cart and use the skybridge to load my car, because getting out of the public lot and making it to the front of the hotel was going to be a pain. So I pulled my vehicle to a loading area just outside the door to the skybridge in the parking garage, and proceeded to load. An employee of the hotel comes driving up in her white Chevy Tahoe and asks me to close my driver's side door, because it is blocking her reserved spot. I close the door immediately and apologize. I continue to load, which should have been obvious because I had every other door open including the hatch. The employee then makes some witchy comment about how she's surprised I didn't get towed. I look at her like she's nuts, because again, I'm obviously loading, and explain I was simply parked here to load. She made some passive aggressive remark and went on her way. Maybe she saw my Maryland plates and just decided to make an assumption. But in big East coast cities we have a thing called "minding your own business." It works beautifully for us. Perhaps people in Billings, Montana need to...