Holiday Inn Express Hotel & Suites Helena by IHG

My three coworkers stayed for three nights and liked the rooms, but checkout left a bad impression. The young woman at the front desk was rude, especially when they asked for receipts. She acted as though printing them was a huge burden. We need receipts for business travel. We work in Helena often, and we won't stay here again. That's an immediate one star from me.

We had a King room, which was spacious and nicely appointed. Everything was clean and quiet, breakfast was nice, and the staff were pleasant and cordial. We'd stay there again and recommend it.

I still haven't received the refund for the third night, even though we left early after following the instructions we'd been given. I'm asking the hotel to check the cameras because I want proof of those conversations. The customer service has been deeply disappointing, and I'll keep pursuing the refund. Anyone considering a booking should know about the poor communication and the employees giving conflicting information. At check-in, I said I might leave after two nights instead of three. The employee told me to let them know the day before and said I wouldn't be charged for the last night. On the second day, since the room phone didn't work, I went to the desk and said we'd likely leave the next day. That employee also told me to check out with the desk in the morning and assured me we wouldn't pay for night three. We packed up and went to the desk by 11:15 the next morning. Monica contradicted what the first two employees had told us and said she'd charge us anyway. She said she'd check the cameras and speak with the other employee before considering a refund, but wouldn't do either while we were there and never followed up. I opened a case with Holiday Inn and was told I'd hear back within 48 hours. Nothing came. I opened another case a couple of weeks later, was given the same 48-hour promise, and again heard nothing. After I reached out once more, I was connected with Alishia Hoppe at the Helena location. She said she'd look into it and call me back within 20 minutes, but didn't. I emailed her a detailed explanation a couple of days later and got no reply. A further email a couple of weeks after that also went unanswered. I only want the money back for the night I didn't stay, after doing what the employees told me to do. I've spent countless hours trying to sort it out, and nobody seems to care or get back to me.

We visit Helena often because we have family there, but we're never staying at this hotel again. There was a homeless man hanging around out back, and when I opened the blinds I saw him urinating. The alarm clock kept going off even after we unplugged it and put it in the hallway. A housekeeper knocked on our door early in the morning, too. We couldn't sleep. The manager was terrible at listening to our complaints about the man, alarm, and knock. Our room phone didn't work, and the manager claimed it was near the alarm clock and failed because we'd unplugged it, though the two devices were on opposite sides of the bed. If something hotel-related keeps you from sleeping, don't expect any kind of refund. Avoid this place and spend your money at one of the other area hotels. We won't be back.