Holiday Inn Express and Suites Helena By IHG

Front desk staff was helpful...

Liked: The staff was generally cheerful and happy. The crew that made breakfast seemed to take pride and enjoy their role.
Disliked: It was unclear what the cleaning policy was. Beds weren’t made, bathrooms not cleaned, trash not emptied. There was a dead moth on the floor of the bathroom for 3 days.

Exceptional

Exceptional

Liked: Comfortable beds
Disliked: The breakfast

Very good

Liked: Very friendly staff and the room was very comfortable.
Disliked: Had reserved a king room when booking, but (a) somehow this was not reflected in the receipt and (b) the hotel was out of those rooms, so had a two queen room instead. Somehow queen beds in hotels seem to be smaller than our queen at home; was kind of small for two people.

Good

Liked: Super friendly and helpful staff. Especially the breakfast team is very generous with the closing time, so nobody goes hungry in the morning who is a couple minutes late
Disliked: Only 1 of 2 elevators was working at the time and the stairs are located at the far ends of the hotel. If your room is located near the center you'll either take detours or wait.Housekeeping makes their round in the morning, so sleeping in or leaving the room closer to noon is likely missing the window of opportunity for a cleaned room and new towels.Entertainment in the rooms is solid (i.e. TV with a vast amount of channels), but getting a bit outdated when compared to other hotels. There is no option to connect your devices for casting or streaming.

Bad

Liked: Worst experience ever, we checked in after traveling all day, I had 2 rooms booked, one was fine the other was horrible, they checked us into a room that had people in it, I go down to get a new room, we waited 5 minutes for the lady behind the desk to figure out who made a mistake instead of getting us a new room, I booked a king bed, they didn't have any available so they upgraded us to a suite with a queen, turns out it was 2 queens. I get home and 3 weeks later my bill comes and I was charged 70 dollars more, I call to figure it out and the lady on the phone was so rude she kept saying she was hanging up, I was so upset I hung up on her and called their customer relations, I explained everything she said they would get back to me, well a week later, I had no response, so I called, they charged me for the upgrade, now not happy again, they said they would call me back, no phone call, I called a total of 6 times, no resolution their customer relations manager told me to call my credit card there was nothing more they could do after they were going to comp me both rooms for my trouble, no refund and no communication. I will never stay at a Holiday Inn again.

This was a comfortable one...

Liked: This Holiday Inn Express offerred excellent amenaties. Breakfast was abundant, fresh and hot Our room was very comfortable. Spacious bathroom facilities. Comfortable bed. Temperature controled easily.

Lousy amenities

Disliked: $442 for one night... and no ESPN. Kind of a minor thing, but conveys what a risky dink operation this is.

Great!

Liked: Very clean, staff was great, breakfast was wonderful.
Disliked: There were 5 of us staying in the room, and they only had 3 towels for us. It wasn’t a big deal, I just asked for more st the front desk…