Extended Stay America Suites- Billings - West End
🏨 Hotels & Travel · Billings
total experiences
replied on google
Most reported issues
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Experiences
reservation canceled due to overbooking and refund not yet processed
Business reply on Google
Dear Mike, We understand how disappointing it must have been to make arrangements well in advance only to have your accommodations unavailable when you needed them, and we are sorry for the frustration this situation caused. We also recognize how concerning it can be when reimbursement takes longer than expected. While circumstances can occasionally create challenges beyond what anyone anticipates, we understand the impact this had on your plans. We value you taking the time to share your experience, and your comments will help guide our efforts to enhance the overall guest experience. We hope you will consider giving us another opportunity in the future so we can provide a more positive and seamless stay. Sincerely, Hotel Management
Persistent unpleasant odor on the stairs due to poor cleanliness.
Business reply on Google
Dear Carlos, Thank you for taking the time to share your feedback and for your continued visits. We are pleased to know you return to the property and appreciate your observations. At the same time, we regret that an unpleasant odor impacted your experience during multiple visits, and we understand how this can affect overall comfort. Your comments have been shared with the appropriate teams for careful review, as maintaining a fresh and welcoming environment is important to us. We truly value your input and hope to have the opportunity to provide you with a noticeably improved experience on your next stay. Sincerely, Hotel Management
The hotel rooms were dirty and had broken furniture.
The hotel room was uncleaned and contained a falling light fixture.
The hotel room and common areas were extremely dirty and damaged.
Business reply on Google
Dear Lisa, We sincerely apologize for the condition you encountered during your stay. The cleanliness issues, and maintenance problems are unacceptable and far from our standards. Your feedback has been shared with our housekeeping and maintenance teams. We appreciate your detailed observations, as they help us improve the guest experience. Please know we are committed to addressing every concern and we hope to welcome you back with a cleaner, more comfortable stay in the future. Sincerely, Hotel Management
Room amenities and cleanliness did not meet advertised standards.
Unprofessional staff, unclean room, and unusable compensation voucher.
Business reply on Google
Dear Melissa, Thank you for choosing us and for sharing your comments. It is very understandable how these events detracted from a relaxing and seamless visit. We strive to create an exceptional, memorable stay for each guest, so please accept our apologies that this was not your experience. We are grateful that you have brought these concerns to our attention as we continually grow and improve based on our guests' feedback. We hope to have another occasion to host you in the future and provide you with the seamless stay you deserve! Sincerely, Hotel Management
The hotel rooms were unclean and smelled of smoke and marijuana.
Business reply on Google
Dear Angel, We deeply regret that we could not provide you with the comfort and respect you deserve during such a difficult time. We apologize for the issues you encountered with your room, and we assure you that we are addressing this matter with our housekeeping and maintenance teams immediately to prevent any recurrence. Further, we are sorry to hear about your interaction with our staff. It is never our intention to cause any distress or frustration. We are reviewing the handling of your request and will ensure proper training and better communication moving forward. Your feedback is incredibly valuable, and we would appreciate the chance to make things right. We would love to welcome you back and ensure a more pleasant experience. Sincerely, Hotel Management
unprofessional staff, room delays, and missing promised room amenities
room key issues and unsanitary floor conditions in the hotel room
Business reply on Google
Dear Anne, Thank you for choosing us. We are very sorry for any stress caused. First impressions are essential; therefore, we regret that the start of your visit was not positive and that you faced difficulties. Our team works hard to keep all the guests happy, but we regret that your experience was different. Allow us to change this experience on your next visit. Please return whenever you are back in the city. Sincerely, Hotel Management
Staff refused kitchenette access despite conflicting information in room materials.
Business reply on Google
Dear Sonia, Thank you for taking the time to write a review of your stay. We take these matters very seriously and appreciate you bringing this to our attention. We hope to have the opportunity to provide you with a better stay in the future. Sincerely, Hotel Management
Hotel has broken elevator, poor cleanliness, and inadequate amenities.
Business reply on Google
Dear Denise, Thank you for choosing us and sharing your remarks. We regret the overall experience you had to suffer on this visit. The events detracted from a relaxing and seamless visit are very understandable. We strive to create an exceptional, memorable stay for each guest, so please accept our apologies that this was not your experience. We are grateful that you have brought these concerns to our attention as we are continually growing and improving from our guest feedback. While we address the problems so they are attended carefully in the future, please allow us another occasion to host and give you the flawless stay you deserve! Sincerely, Hotel Management
hotel room was unsanitary and staff was rude
Hotel denied service to local resident and charged for unused room.
The hotel room and common areas were extremely unsanitary.
Room cleanliness issues and lack of available front desk staff.
Business reply on Google
Dear Cyera, We sincerely apologize for not meeting your expectations during your recent stay at our hotel. We regret any inconvenience you experienced, especially regarding your concerns with the upkeep of our property, which is of utmost importance to us. We are also sorry for the inconvenience you experienced due to our staff not being responsive to your needs. We have shared your comments with our team so we can take the appropriate action moving forward. Thank you again for your sincere feedback. We hope to have the opportunity to welcome you back soon. Sincerely, Hotel Management
Hotel failed to provide confirmed room reservation upon late night arrival.
Business reply on Google
Dear Jamie Sievers, We sincerely apologize for the inconvenience and frustration you experienced due to the room availability issue during your recent stay. Your husband's experience does not reflect the level of service we strive to provide our guests. We understand the stress and exhaustion of traveling, especially with young children, and we regret any additional inconvenience caused by the delay in resolving the situation. Your feedback is invaluable, and we will address this matter with our team to prevent such occurrences in the future. We hope you'll give us another chance to provide you with the exceptional stay you deserve. Sincerely, Hotel Management
Hotel refused check-in due to local residency policy without prior notice.
Business reply on Google
Dear Chris Tullar, We deeply apologize for the inconvenience and confusion regarding your reservation. We understand your frustration, and we regret the lack of communication regarding our policy. This oversight does not reflect our usual standard of service. We will review and address this internally to prevent similar incidents in the future. Your feedback is invaluable, and we're committed to ensuring a more transparent and accommodating booking experience. We're genuinely sorry for any inconvenience caused, and we hope for the opportunity to regain your trust in the future. Please accept our sincerest apologies for the frustration you experienced during your recent attempt to stay with us. Sincerely, Hotel Management
Staff refused service due to local residency policy and acted rudely.
Business reply on Google
Dear Benjamin Brady, Thank you for bringing this to our attention. We take these matters very seriously and will take the necessary actions to ensure this is properly addressed. Sincerely, Hotel Management
Missing kitchenware, poor room amenities, and excessive noise levels.
Business reply on Google
Dear Cindy, Thank you for being our guest and reviewing our hotel. Please accept our apologies for the issues you had with the comfort of your bedding. We know how important it is to get a good night's sleep and rest well, so we're sorry we could not make this happen for you. Furthermore, we regret not resolving the noise issue immediately and for the inconvenience caused. Also, regarding the dishware, we keep them at our front desk and make them available upon request to ensure cleanliness for every guest. We certainly apologize for failing to share this information with you during check-in. We take our guest's feedback seriously and look forward to having you with us again so we can provide you with the flawless stay you deserve. Sincerely, Hotel Management