I am a single mother if three children, born and raised in Rapid City. I flew back from Arizona for my mother's wedding the last Saturday in September and then to run the crazy horse half marathon the following Sunday with my mom, her new husband and my sisters.
When I checked in Saturday evening I was not guaranteed a late check-out but I was told by Breanne that it shouldn't be a problem because the hotel was not that full Sunday night. She said it was up to housekeeping and that I should check in the morning. I asked her how late the "late checkout" would be. She told me 2:00pm before I would be charged $25.
At 6:00am I left my kids in the room with their grandpa (who arrived on a motorcycle had no way of transporting all of them). I stopped at the front desk to make arrangements for a late checkout and was told that there was NO WAYI could get a late checkout. When I repeated what I had been told, she first told me that it was up to housekeeping, but she didn't tell me how or when I could contact them, or offer to contact them herself. She then said there were too many rooms to clean and late checkout is noon.
So there I was stuck between a rock and a hard place. The race was to start at 8 am at Crazy Horse and finish after noon in Hill City. There was no way I would make it back in time. I could stay back and miss the race (1/2 the reason I flew from Arizona) or I could buy another nights stay which I really couldn't afford. Had I known earlier that it wouldn't work, I would have swapped vehicles and packed up so my dad could leave with the kids by 11.
So, as I ran down the trail I made reservations for another nights stay. When I returned I ran the story past the fresh desk staff and they told me that I should have been able to get a late checkout.
Late checkouts are not uncommon requests and a simple yes or no would have made my stay 1000 times better from the beginning. Customer service that recognizes unique situations and rises above and beyond makes me want to positively rave. Instead I dropped an extra $90 and the 0 entry pool area was in a sad state. The big slides weren't operating and half of the prirate ship was taped off with caution tape. I was given the contact info for the operations manager and let her know about my unsatisfactory experience. I never received a reply back. I am not sure I can recommend your hotel to anyone else.
Hopefully this can be a learning opportunity for you and your staff
- Official Description (provided by the hotel):
- Western and Native American decor rooms PLUS Western hospitality! Free waterpark passes included with rates; full service Minerva's Restaurant and Bar; free computers/printers and internet access. Fitness Room, huge indoor pool, gift shop and complimentary shuttle. Across the street from the Rushmore Mall (110 stores) and movie theaters. ... more less
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- Also Known As:
- Best Western Rapid City
- Rapid City Best Western