Cindy Engert McArthur
Google
We are travelling across the USA and were looking for a place to stay here in Helena. Based on the available options, we booked the Edwardian Inn because of the excellent reviews despite the hefty price tag for the area. The hotel is full of character and charm and we may have just caught the owners on a bad day, but the service was anything but great. While we did arrive after our stated arrival time, it was well within the published check-in window. We had to ring the bell twice and send an email, plus wander around before the door was finally opened. France gave us a room key, took our breakfast order and helped us find one of the few restaurants in town that is open on a Sunday evening. I had to remind her that we weren’t locals and have her show us on the map where the restaurant was in relation to the hotel. The room was comfortable enough and spacious, although the heating unit was extremely noisy and woke me up every time it cycled on. The bed and pillows were comfortable. We requested a 7:30 am breakfast and made our way down to the dining room. I arrived and no one greeted me. My husband arrived a few minutes later and still no one acknowledged our presence. We helped ourselves to coffee and juice, although it was not obviously a self serve station. About 7:40, Robert (I presume, because he didn’t introduce himself or even say good morning), came out with our breakfasts and placed them on the table. I mentioned that the wifi was not working this morning, and he said that he had noticed that himself. He tried to reboot the modem/router but came back to clear the dishes and said he was going to have to call the ISP as the reboot did not work. Without wifi we had no tv in the morning (it did work in the evening). He did offer to let us use his cellular data, which was appreciated. Breakfast was tasty, although the butter for the toast was as cold as the common areas.
We like to support small, independent businesses as much as possible, but we paid more for this room in town with not much going on than we have any other property in far nicer towns. I would suggest that outside of high season, the rates might be dropped - I am sure other travellers passing through might consider this lovely property if the rates were a bit cheaper. There was only 1 other room occupied while we were there. We did not see the other guests at breakfast, but there were 4 time slots available so they may have eaten later. Our customer service experience did not reflect the southern hospitality we have received on our trip so far.