The problems started as soon as we went to check in and I realized the incompetency of the staff. My husband and 9 year old son were scheduled to stay here the night of 8/26 but at 3pm, before the cancellation cut off of 6pm, I called the hotel and spoke to Fitriya who assured me she would switch the date to 8/27 at my request. She assured me she had done it and was very gracious on the phone.
Well surprise surprise I get to the hotel on 8/27 only to be told that we were charged as a no show for 8/26 and did not have a reservation for 8/27. When I asked to speak to a manager I was told by Jake the staff on duty that the manager was not available and she was the only one who could correct the situation. No sympathy, no apology just a nonchalant attitude. I then called the main Holiday Inn number which was even worse. They told me only the manager could help but she was not available until the next day (it was 4:30 on a weekday). They said they would call right back to see if they could help anyway. Well I had to call them back because after one hour they never did, and then only for them to tell me once again they could do nothing about the no show charge at that time. All this while I was standing outside in the heat being swarmed by bees.
Of course at some point my husband got angry and decided to speak to Jake himself. How quickly Jake somehow managed to reach the manager by phone and reserve and comp the room for 8/27 to make up for the no show charge. Guess it takes a man to get respect in this hotel.
Of course, Holiday Inn then emails me days later telling me management gave me a discounted rate for my troubles. Well the "discounted rate" was the same AAA rate I had initially booked. How wonderful. Once again, no apologies.
I would note that the hotel binder in the room states very clearly that the hotel manager is available 24 hours a day. Funny indeed.
Well the room was a decent size but we could not sleep. Although the room was nonsmoking I guess the vents are connected to the casino because the room smelled so bad of cigarettes I might have well slept in an ashtray.
The included breakfast consisted of toast, cereal and coffee and was very limited which was fine because I was very eager to get out of this hotel.
I would strongly recommend that this hotel be avoided for their poor staff and smelly room. In all my years of traveling, and I have traveled extensively, I have never seen such poor quality of staff. I have never had to deal with anything like this ever and I hope no one else has to. If you read the other reviews posted before for this hotel you will see just how bad the staff is.
- Official Description (provided by the hotel):
- The Holiday Inn Express Hotel & Suites Deadwood-Gold Dust Casino brings you the hottest action, the best location, and the coolest digs in Historic Deadwood. Our luxury hotel is literally the centerpiece of Deadwood's Historic Main Street, just steps from the famous Gold Dust Casino, where you'll find South Dakota's own Mavericks Steaks & Cocktails (featuring the best in steaks, ribs and pasta), plenty of exciting action at the blackjack tables, and the hottest slots in town. If you're planning a banquet, reception or business conference, we're ready to accommodate you with first class facilities and catering by Mavericks. Hotel features include complimentary continental breakfast and free local phone calls. Enjoy a unique breakfast experience at our new Express Start Breakfast Bar served every morning featuring a selection of fruits, juices, cereals, hardboiled eggs, make your own pancakes, biscuits & gravy, the world's best tasting cinnamon roll. Visit Deadwood, SD and stay smart at the Holiday Inn Express Hotel & Suites. ... more less
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- Also Known As:
- Holiday Inn Express Deadwood Hotel Deadwood
- Holiday Inn Deadwood
- Deadwood Holiday Inn