Very poor customer service and attitudes

I manage branch office here in Billings and I have clients and bosses flying in to visit quite often. They have an airport shuttle that is very handy with the limited flights and odd times into and out of Billings. We have a corporate account with this hotel and the prices are very fair. All who have stayed there has said that they are pleased with the rooms and the service. Also all have enjoyed the food there.

I made my reservations a month and a half in advance for a smoking king and gauranteed it with a credit card. When I arrived, not only was not in a king but in non smoking as well. I was informed that there were no smoking rooms available. Later I was advised by one of the staff that there were smoking kings available. The hair dryer didn't work, the water temperature was unstable and the sheets were scratchy. The beds were terrible and we couldn't sleep. There was a glitch in the wakeup csll system so we were getting a wakeup call at 11pm both nights. We were part of a convention and our room was the furthest from our convention meeting rooms.

I work in a hotel and I was appalled at the front desk staffs attitude at check in. I was difficult to get towels in the pool room and they did nothing to improve our stay. I will give kudos to the housekeeping staff. They were friendly and very helpful and made our stay as tolerable as they could. The lobby and lounge were attractive. The lunch and dinner were very good so kudos to catering as well.