Montana Trailhead Inn — Hotel in Billings

First off, I was just happy to find a room for the night so my expectations were not at all too high or anything. After getting to our room, I tried keeping an open mind. When we pulled out the sofa bed for my son, and bed still had sheets that were noticeably slept in/dirty. I cringed but humbly stripped the bed and called the front desk to ask for a set of fresh linens for the roll out with no complaints or negativity. Later when I was picking up my sons shoe and one was pushed under the bed, while reaching for it I grabbed an opened almost empty bottle of water. Not even possibly mine. I still was and am grateful to get a room in short notice. Where I turned completely frustrated was today. I looked at my bank statement and my balance was null to say the least. I notice that I was charged my quoted price through Expedia like I expected when I arranged the reservation/booking. In addition I was charged by the hotel as well. A much higher rate as well, well $62.82 higher to be exact. When I called the hotel, there wasn’t a manager on duty until “tomorrow” they said. I was polite, left my info and waited for a follow up from management the next day to get the issue resolved. After waiting all day with nothing, I called again. I thought I was speaking to the same woman however she denied being the woman I spoke to prior (which I could be wrong) no big deal. Again, I was told I would get a call back from the manager “tomorrow”. Here we are the next day. After speaking to another woman and telling the same issue again as if it’s never been recognized by anyone there, I was told to call back “tomorrow” to talk to the manager. I mean, I get it. Managers have days off too. However as I said before, my account is null, zero, zip, nothing. So having an additional $209.66 taken from my account is kind of a big deal. I was already not in a position financially to even pay for a hotel. So when I made the decision to, I was very careful selective to sacrifice our usual luxuries and expectations when we go somewhere and stay because it was unexpected. I thoroughly review hotel photos, amenities and prices. Maybe I’m cheap but I think when I pay almost $150 for a room it should be clean, clean linens especially. That’s probably the most important for ANY hotel regardless of price really! Not to mention provide some sort of customer service. At this point, I’d be impressed if the front desk would at least remember or acknowledge my previous calls so that I don’t have to repeat the entire situation every time I call. Even if they have done absolutely nothing to help assist me . Idk. My son would probably tell me, I’m being a Karen but I am pretty frustrated. Also trying to figure out how I am going to get gas in my car for work tomorrow. At almost $5/gal. that $209.66 would be REALLY appreciated. Thanks...

I am struggling here. I want to be positive. I feel bad for those staff members that I interacted with. It seems as though they were set up to fail. They seemed to be working hard but without much support. This feels like a management issue. Let’s begin at check in. We book a family suite. Upon arrival we found out that none of the family suites were available due to an apparent problem with the cleaning staff although we were not told what that was. The poor young lady behind the counter was left trying to move families into other rooms. According to her, more than 30 people had to be moved. She was obviously frazzled and I am sure I don’t blame her. There were 5 in our group. She moved us to a two queen room that didn’t have space for a roll away bed. To be fair, she was doing the best she could but without proper support it is hard. In a situation like this, a manager should be on site to make sure that people are well cared for. Instead, our lady had to call her manager at home and while the manager tried to empathize, there was no real support. The conversation was on speaker phone so I got to hear the whole thing. It was not fantastic. In the end, at the doing of our lady behind the counter (which was over stepping her bounds but she felt stuck) we got an additional room to accommodate our family. The next morning, breakfast was at 6. At 6:20, breakfast was still not ready. Again, one person left to pull it all off alone. In the entire time of our stay, I never saw a manager show up or help out. I over heard multiple of the staff complain about their situation and while normally I would say that is not okay to do around customers, I get where they are coming from. It is a nice building with what looks to me like some really rough management employee...

1.5 out of 5 stars – Disappointed and Uncomfortable Stay

My wife and I booked a night at Montana Trailhead Inn in Billings, MT; so that way, we could be rested for two very important medical appointments the next day. Unfortunately, this stay left us exhausted and frustrated, and we won’t be returning.

We both suffer from medical conditions that make it crucial for us to stay cool, especially at night. The room’s air conditioning was built into the vent system, and it simply did not function properly. Despite paying close to $100 (using Hotels.com points to help offset the higher cost), we were unable to rest well due to the temperature being above 80°F in the room, with no window to open or any decent airflow.

When we politely asked the front desk to move us, the hostess assured us the new room’s AC worked well. It did run but did not actually cool the room—something she seemed to misunderstand. That second room was nearly 10 degrees warmer than the first. Thankfully, we had brought a box fan just in case, but it was not enough to offset the heat.

We ended up returning to our original room, but when my wife called the front desk to explain, the hostess became visibly frustrated and actually hung up on us. We were patient and kind throughout this process, but the response we received was disheartening.

To top it all off, the bed was less comfortable than the room’s floor. We’ve traveled a lot and are very understanding people, but this was not okay—especially when our health and rest were on the line.

This hotel might have potential, but for anyone with medical issues or in need of proper climate control, we strongly advise against staying here. We will not be returning.

Sorry, just...