I stayed at the hilltop inn after an unexpected week long stay at St. Vincent's hospital. The location next to the hospital was what drew me to the inn because I wanted to be sure if I continued to have respiratory issues after leaving the hospital I would be close to help. I made the first mistake by checking into a room I had not seen around noon. I did not actually enter the room until around midnight at which point my friends who dropped me off and I immediately noticed the room smelt strongly of ammonia. I informed the lady at the front desk, Diane, of the problem and she gave me some lysol spray but the inn was full and she had nowhere else to put me. I stayed the first night, not sleeping and not breathing well because of the poor air quality but first thing in the morning requested they move me to another room for the next night. The staff was friendly and told me they would move me, and I pulled all my stuff from the room to make it easy for them. Trying to give them a chance to make it right was my second mistake. When I returned at 8pm that night they informed me I was still booked for the same room, they had nowhere else to put me, and they would not refund me for the night. I checked out immediately that evening, the risk to my health was far greater than any "medical discount" could cover. I spoke to the manager the next morning with the hope that she would at the very least refund me for the night I didn't stay. She denied my request and even denied there was a problem.
Don't stay here, it isn't worth it and there are other places near the hospital. This is the first bad review I have ever written of anywhere. If you do stay here and experience a similar problem contact the Yellowstone County Health Department, they are collecting complaints against the Hilltop.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 16, 2010
With regard to the comment posted by “greyphilosophy, Seattle, WA” on TripAdvisor on August 12, 2010 about Hilltop Inn, Billings, Montana. Following the posting of this comment, at our request the Yellowstone County Health Department came to Hilltop Inn and inspected the room in question. The Health Inspector gave us a glowing report, with no violations, problems, or concerns. This report is available in my office for anyone wishing to see it. It is untrue that the County Health Department is “collecting complaints against the Hilltop.”
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Hilltop Inn takes great pride in our cleanliness. This guest did check into the room in the early afternoon and went straight to his room. I personally spoke with him after he had been in the room for awhile, and he did not have any complaints at that time. After this guest complained about an odor from the air conditioner late at night, the room was checked by the night auditor -- and again first thing the following morning by the Assistant Manager, Head Housekeeper, and Maintenance Supervisor. They let the air conditioner run for a significant amount of time and could detect no odor. Unfortunately, we were unable to move the guest as this is our busiest time of year and there were no vacancies. We waited all day to talk with the guest, who did not return to the hotel until that evening, and then demanded a refund from our night clerk.
The following morning, this guest confronted me and demanded a refund – or threatened to post a negative comment and complain to the County Health Department if his request was not granted.
Hilltop Inn has a preventive maintenance program that calls for monthly and annual maintenance on each room air conditioner, and we keep records on this activity. The filter from this guest’s room is cleaned monthly, most recently on July 22, 2010. Once a year, we pull each room air conditioning unit out of the wall for service. This process takes approximately 45 minutes per HVAC unit and is a comprehensive cleaning and maintenance process. Annual cleaning on the HVAC unit in question was performed on May 21, 2010. Since this comment was posted, we have requested several of our regular guests to walk into this room and have asked them if they detect any odor. They do not smell anything and report no problems.
Hilltop Inn receives excellent reviews from our annual inspections by the County Health Department. The Health Department is not “collecting complaints against the Hilltop.”
We invite everyone to stay with us and personally see the quality of our hotel.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.