Holiday Inn Express & Suites Helena, an IHG Hotel

Great stop on my way back to Canada. Great parking and friendly staff
Apr 2nd, 2024

Mar 28th, 2024

Friendliest staff
Mar 8th, 2024

This is a completely incompetent hotel staff. I made a reservation at 5:54pm on a Thursday night and called immediately after to inform them that I would be arriving after 1 am due to a winter storm. The person I talked to said no problem, he would let the night shift know and there would be no issues. Arrived to the hotel at 2:45 am and had to leave the hotel before 9 so me and my crew could get our work done. ( Reserved 3 rooms for 3 adults). I got my receipts prior to leaving and did not look at them u til we got to our worksite and noticed they charged me for my stay and a No-show for the same amount as my stay. They did not inform me of this and their phone is not working so I had to go back and figure this out, Monica acted like there was nothing that could be done until I could prove that I called right after I made the reservation. The adjustment to remove the no-show was submitted and I got my new receipts and left. Several hours later now that I am in Bilings, MT and they charged extra on a room that, for whatever reason, is $10 more expensive even though all 3 rooms were double queens. And surprise, surprise their phone isnt working again. So now I have to stop by again on my way to Idaho and track down what the heck is going on. I spend 10s of thousands of dollars a year at IHG hotels and the competency and communication at this one is flat out embarrassing.
Mar 6th, 2024

I don't know how this place has any positive reviews. I've stayed at various hotels around the state every other weekend over the last 10 years, for either work or kids sports travel, and I've never had as difficult of an experience I've had with this hotel. I arrived late on a Friday night with one very sick child and another who needed to catch an early morning ride with a friend to make it to a basketball tournament in Bozeman. I asked if they could give my daughter access to dry cereal or something else that was easy to give us....before she was picked up in the morning (10 minutes before their breakfast formally opened), and this request was refused. Then, 3 weeks later, I came across an unexplainable $250 fee while looking over my bill. I called today to inquire about it, and they claimed it was a pet cleaning fee because they found "dog toys" and "dog hair" in the room. Not only do I not even own any dogs that shed, the non-shedding dogs I own were at home with a pet sitter, which I have proof of. I called 3 times today to try to explain that there was no way I had a dog in that room and I was hung up on each time. The third time, I was told they were going to call the police, so I called the police myself. The police officer has been helpful, and I'll continue to pursue this issue, but I hope no one else has to waste their time or lose their money by taking a chance at staying here.
Feb 15th, 2024