Holiday Inn Express & Suites Montgomery, an IHG Hotel 2105 New York 208, Montgomery, NY 12549

"An experience we had today. We checked out around 9 am. At about 2pm while we were traveling home, my mother realized she'd accidentally left her jewelry - engagement & wedding bands, a few anniversary rings, diamond bracelet & earrings on the bathroom counter. We immediately called the hotel & were told repeatedly & forcefully that it was absolutely impossible that the items had been left there. The desk clerk swore that the maid who had cleaned the room was completely honest & above reproach & was quite indignant & seemed offended that we were questioning him about it. My mother spoke to him twice while in tears after we'd ripped apart her luggage & our vehicle to triple check the jewelry wasn't in our possession. Only on the 3rd phone call, when my father told the desk clerk that in no uncertain terms where we returning (we were around two hours away at this point) & that when we returned we'd be calling the local police to have an official report made that suddenly & magically the missing items were found on the cleaning cart of the maid in question. Even after this, when we returned to retrieve the items (obviously we had no faith that anyone at this location would be honest enough to ship the items & I frankly don't trust the postal service or UPS/FedEx with irreplaceable heirloom items), the desk clerk continued to deny that his staff had done anything wrong & just blamed my mother for forgetting them in the first place. Now surely, a hotel has to have a protocol in place for forgotten items? I'm sure that this kind of thing happens frequently. This entire situation reeks of dishonesty. I feel like the maid had no intention of turning the items in & was hoping that no one would call to ask about them & she could keep some free jewelry to pawn or sell. And the desk clerk who was vouching for her seems like a real upstanding guy, since he clearly didn't care at all about customer service until he was told legal action would be involved. All in all, this situation could've been resolved much easier & satisfactorily if your staff showed more integrity. I'd recommend a protocol of immediately getting a 2nd person involved if anything of value is found in a guest room during cleaning & the items immediately being transferred to the managers safe. Also, it would have taken about 30 seconds for them to look up the reservation & get the phone number attached to it & they actually could have called to alert us to the fact that the items were there. Doing so would have shown they had honest intentions & actually saved us 4hrs of travel as we were still in the area (we were told this room was the 1st room cleaned today)."

"Very pleasant and clean. Everything well stoked. Staff was very nice and available at all hours. The pool in indoors and warm in January. The Gym was clean and well maintained. Towels available. Coffee bar all day is a bonus and welcomed. Located right off I84 its not too far of the highway so it doesn't take you far of your course. Beds are cozy and the pillows are soft. The blankets are thick and warm. The heat worked exceptionally well. Which was very nice in the weather we aren't used to. Snow on the ground from the previous blizzard. Only gave 4 stars because we had to troubleshoot our TV. Finally had to ask for help. The cable DVR had a sensor that had fallen behind the cabinet. It was inoperable without it. Then at breakfast the pancake machine wasn't working but we fixed it. However, breakfast was damn good. Hot cinnamon rolls, bagels, pancake maker, omelets, and oatmeal. Juices, yogurt and fresh fruit."

"Good price, nice room (some patch work needed and toilet lever needed repair) but fully appointed with curious small square pillows which were surprisingly comfortable and a great bed, complimentary breakfast a little weak but satisfactory. Easy highway access."

"We truly enjoyed our 2 days' stay at the Holiday Inn. The staff was very professional and courteous. The walls are very tick. You really have to scream if you want to disturb the next room occupants. The breakfast is generous, and there are plenty of seats and tables to choose from. We will definitely recommend this hotel and try to book from them again next time we are in town."

"One of the best hotel stays I have had in a long time. Clean room. Things all worked. Bed was comfy. Staff was great. Breakfast had many options"