Holiday Inn Express & Suites Helena by IHG

Reviews

• AW

  Annika Wells

  Apr 10, 2026
  2.0
  I just stayed in the Helena, MT Holiday Inn & Express Suites hotel from April 7th through the 9th. I inquired about a late checkout option as soon as my room was booked a few weeks ago. I asked about late checkout again, when I showed up to check in on the 7th. I was repeatedly told that late checkout is something they provide, but I cannot request it until the morning of my checkout. The morning my stay was ending, I woke up early to go down to reception to inquire about checking out late again. I was met with an extremely unprofessional and rude young woman that asked if I was a member of theirs. I told her that I had inquired about this several times previously and never once, did anyone mention this stipulation. I asked if I became a member I could extend my checkout and I was told that I could, but it requires a lot of information... which consisted of my name, address, email, and phone number. She then told me that she could provide a late check out of noon; one hour beyond their normal checkout time. I asked if that was the latest possible, she told me for my level of membership, yes that was all they were willing to do. She pointed out that is based on availability, which i told her I understood. I explained that I was at a training conference with my young son and husband, and that for them to be out of a room for several hours, was going to be tough. She didn't care and told me that if I were a higher level member they would be willing to do so, but not for me. While on a training break two hours later, after downloading the hotel app and seeing that late check out up to 2 pm was possible for all level members, I approached reception yet again. The young woman acted to be busy dusting the lobby and ignored me. I had to ring the bell for her to acknowledge me and walk over. I told her I had seen the app and the 2 pm checkout. She proceeded to pull out a card and pointed out that late check outs are based on availability and once again said for high level members it would be a possibility, but not for someone like me. I asked if I could pay a fee to extend my stay in my room. She told me she'd never been asked that, and she doubted her manager would allow it. I asked if she could find out, she responded she could, then proceeded to stare at me. I said I would return later to inquire again. When I eventually returned, she was nowhere in sight. I just dropped my card off and helped my husband pack our things out of our room. My husband waited outside for the remaining hours of my training seminar with our 10 month old. I once again, had to ring the bell for her to appear to compete my checkout. She proceeded to type for a couple minutes and told me I was checked out without acknowledging me further. I checked to make sure there was nothing to review or sign and she said no. That was it. I understand late checkouts are not guaranteed, but I have never been treated so poorly for anything, let alone, something so simple. Also, for being a stay from Tuesday through Thursday, I am very skeptical about the lack of availability for a late checkout. The young woman working the desk didn't wear a nametag and was exceptionally unhelpful, and a I said earlier, bordering on rude. The hotel room itself and provided amenities like coffee, breakfast, and the pool were wonderful. I am pretty bummed out that this one employee, really ruined the whole stay. She had long light brown hair and was working the morning of Thursday, April 9th. Additional training seems like a good option for someone whose job is based around hospitality.
• KS

  Kaylie Sinnett

  Apr 7, 2026
  2.0
  I arrived late after a 7-hour drive and still have many hours of travel ahead. After getting settled and showered, I went to the front desk to request a 1 PM checkout. As an IHG member, this has never been an issue for me. The night staff told me it would need approval from the morning shift but said it shouldn’t be a problem and to call around 6 AM. When I called at 6:30 AM, I was first told that my IHG membership wasn’t attached to the booking, and that if I wanted a noon checkout, I would need to become a member—which didn’t make sense. After explaining that I am an IHG member, the reasoning then changed, and I was told no late checkout would be allowed at all because I booked through a third party. In over 5 years of staying with IHG for work, I’ve never experienced anything like this. Not only was I denied a reasonable request, but the staff member I spoke with was also passive-aggressive and unhelpful. Because of this, I now have to miss a work meeting to check out on time. Very disappointing experience—I will not be staying here again.
• ND

  Nathan Dockery

  Jan 2, 2026
  5.0
  Emma was very very friendly and knowledgeable and went above and beyond to assist me and answered my questions without hesitation and was even able to check me in earlier its service like this that will make me a repeat visitor thanks Emma for your amazing 5 star service
• TB

  Tammy Bradshaw

  Jan 1, 2026
  5.0
  Everything was as expected from an IHG hotel. Clean & comfortable with professional and friendly staff. Will stay here again. I gave the location 4 stars because of the road congestion getting to the parking.
• DH

  Dan HomewoodD

  Dec 5, 2025
  1.0
  Had three of my coworkers stay here for 3 nights. They enjoyed the rooms, but the young woman at the front desk when they went to check out was very rude to them. That's an immediate 1 star from me. She was particularly rude when they asked for a reciept. She acted like it was the end of the world that she had to print them out. It's business travel. We have to have reciepts. We stay in Helena often for work and will not be staying here again.