SureStay Plus Hotel by Best Western Billings

Location and price

The breakfast was good room was clean and comfortable

Nothing

Nice room

Snotty rude staff

I like the location.

The refrigerator in the room was extremely loud making it difficult to sleep.

The front desk staff was aggressive and, in my opinion, rude. Want repeat business? Be courteous to your PAYING customer. I booked the reservation thru Booking.com and not directly thru the hotel. The desk person did not like that. Somewhere along the line, someone inverted my name in their system (my last name was listed as my first name, and my first name was listed as my last name). The desk person could not find my reservation in their system. Of course, according to them, this was my fault. I tried to give them my rewards number and received a lecture that since I did not book directly with the hotel that I WOULD NOT be receiving any rewards points. Ok. All that info delivered by a desk clerk with an attitude. Well guess what? I had been driving 11 hours on a super windy day to get to your fine establishment and the "welcome" (with the attitude) was not appreciated. Result: I will take my money and stay with one of your competitors. Your attitude = lost revenue. Let that sink in. When we left (the next day), I made the mistake of asking for a printed receipt for my expense report. I was told in no uncertain terms that a receipt would be provided by Booking.com and NOT the hotel. My bad. I should have known better than to ask for a receipt. Nope, will not be staying here again. All that may be hotel policy. But HOW YOU SAY THINGS AND YOUR TONE OF VOICE MATTERS. Get these people some customer service training.

I love the concentric of the property. The staff is super friendly.

I was a bit disappointed that with all the upgrades to the lobby and dinning that the room had cracked sinks, rips in shower curtain. Also walking into a clean room we had hair in the bathroom sink, tub and counter.