Springhill Suites by Marriott Billings

We paid $160 for the night, and it was a miserable stay. First we were put in room 318, an outdated but decent-looking room until we found the toilet clogged with feces left in it. The desk moved us to room 310, which was similar in size and features, but the bedding on one mattress was stained, and the trundle bed had stains all over it. In the morning, as we headed to breakfast, the lock died and just blinked red, so we couldn’t get back in. The desk said we’d have to wait an hour for maintenance. We did, and eventually got into the room. The staff seemed to know the place was bad and didn’t help us. They weren’t very friendly either.

The room was nice, though the floor could have been cleaner. I used reward points to book two rooms for a funeral, and at checkout I got folios showing no room charges. A week later, I noticed charges on both rooms. I contacted the hotel and was told the manager, Mr. Asad Khan, would handle it, but he never got back to me. I left several messages at Springhill Suites and sent emails to Mr. Khan, with no response. Marriott resolutions asked for more time while they contacted him, but he wouldn’t respond to them either. I finally disputed the charges with my bank, and the resolutions department refunded my points. I’ve tried again since then to reach Mr. Khan, and he still hasn’t returned a call or email. I’m a lifetime Platinum Marriott member and had never had a problem in 15 years. I can’t believe how little communication I’ve had from local manager Asad Khan. He doesn’t deserve that position.

The front desk and breakfast staff were great, the food was good, and the lobby was clean. The room was comfortable, but I noticed dust and shaving clippings on the ledge under the mirror. The pool area was very dirty, with hairballs, Zyn pouches stuck to the glass, and signs of neglect by staff. I came expecting Marriott consistency and got Motel 6 cleanliness. We’ll pick somewhere else next time we pass through.

My family was displaced when our home burned down in a house fire. The staff and manager knew what had happened, but after three days they told us we couldn’t stay any longer and had to leave the next day because they didn’t want “locals” staying there. A business that kicks you while you’re down. Their values aren’t worth spending money on.