Fairfield Inn & Suites Billings

The rooms were a problem from the start. Our first one hadn't been cleaned properly: there were used bathroom products, shampoo or body wash on the shower walls, used earplugs on the bathroom floor, and old hotel keys on the room floor. We were traveling with our five-month-old and expected a clean space. The front desk moved us to a clean, accessible room, but without a shower door it was cold and uncomfortable to bathe the baby. We had to get new keys at the desk every day, three times or more, because each key only worked once. Staff said the hotel had been remodeled but the new door locks hadn't been installed, even though they'd been sitting in a back room for months. The TVs didn't work during our stay either. We were told there was something wrong underground and nothing could be done. We tried using our own Netflix, but the TV showed a bad HDMI cable message. The desk still said they couldn't help. We wanted the GM to hear our concerns about a $400 stay. Staff said he rarely came in, would be hard to reach by phone, and couldn't take a voicemail. He seemed concerned when we emailed and said he'd talk to his team and refund 50% for the trouble. After seven days with no refund, we contacted him again. He apologized, called it an oversight, and said he was issuing it. Three days later, we received just $57. We reached out twice more and never heard back. I wouldn't recommend staying here. The rooms aren't clean, and the whole stay was a huge inconvenience. The GM clearly doesn't care.

I have an upcoming trip and was considering this place, but I've read enough reviews about service problems at this and other Marriotts. There are plenty of unhappy guests, and a 3.6 rating is concerning. I value reasonable feedback from management, but haven't found any here. Corporate needs to step in. This feels like a risky choice, and they need to do better.

The front desk employee was very helpful and moved me after I reported the first room. Its bathroom wasn't clean, there was pee on the floor from previous guests, and the luggage stool was broken with its top missing. The second room was better, though it still wasn't especially clean.

After a long drive south, I stopped here for the night. The rooms looked fresh and newly renovated, breakfast was great, and the staff were great too. I'll stay here again on my way back.