Holiday Inn Express and Suites Helen an IHG Hotel

This was the nicest of the three times I've visited Helen, GA. It's clean, modern and well kept, with a great breakfast, an indoor pool and a nicely stocked gym. The hotel is at the end of Main Street, but still convenient to several restaurants and activities. I'd suggest adding a full-length mirror in the room and more hooks for wet towels. I'll definitely book here again!

The front desk service was awful. Check-in was slow, and checkout was worse. Nobody greeted me; they were too busy talking to another employee. I left personal items behind and was told they'd be sent, but they never arrived. Management didn't seem to know what was going on. An update: after 2 1/2 weeks, I contacted both management and the Hotel, and got no help. My items are gone and nobody knows where they are. Melissa contacted me to confirm my mailing address for the return, but she didn't respond to my three messages or email. Management sends me back to Melissa and the hotel, and Melissa never answers. It's like a circus. These people don't seem to care about guests, and avoidance is their response when you ask for help. Shameful given what you pay to enjoy this cozy town. Don't book here.

We came with a bus tour group during Octoberfest, staying three nights from Oct 20 - 24. The manager greeted us and shared information about the area. The hotel is on the main road, about a 10 minute walk from downtown. The lobby and rooms seemed clean and well maintained. Breakfast was usually well stocked with cold food and several hot options, including a make-your-own pancake setup. There were several nice extras: a nightlight, bath mat, Dove products in the bathroom, remote control for the heat and air, and two TVs so you can watch from the couch or bed. The hotel also has a small exercise room, a good-sized heated indoor pool, and a fire pit with seating outside. I'd recommend it for families, couples or groups, and would stay again if I were in the area.

With my Diamond Elite status and weekly stays at IHG hotels across the country, I can honestly say this was my worst experience at any of them. We're regulars at IHG, though I know not every location is perfect. We arrived Saturday at about 2:45; IHG check-in is at 3, but Shanna at the desk said our rooms weren't ready and would take at least 45 minutes. My wife and I sat in the lobby and finished our late lunch. During the shift change around 3:15, Melissa took over, but neither she nor Shanna acknowledged us. At 3:30 I asked when the rooms would be ready. Melissa asked my name and said they were ready. I told her what Shanna had said, and she said she hadn't been told we were waiting. So Shanna apparently is completely incompetent at her job. Melissa apologized profusely and checked us in. When we got to the room, the shower doors were so dirty you couldn't see through them. At breakfast the next morning, the juice machines were empty, and both coffee machines had notices saying they needed cleaning. This is a very poorly managed hotel.