Stay USA Hotel & Suites — Hotel in Hot Springs

Please, please, PLEASE READ!!! My daughter and I stayed here for one night on our way to Rapid City. Yes, we were aware it is a 2 star hotel. It's old, needs restoration, and various locations within it's structure (for instance, the indoor walkway to the cafe, etc..) appear 'condemned.' Like most people who stay in a 2 star hotel, we just wanted to save a buck on a no frills place to rest from the road, and sleep. If my only complaint was the appearance and age of the hotel then I would likely forgo writing a review. Sadly, this was not the case. In the AM, my daughter and I both discovered a bed bug positioned right on one of the pillows she had been sleeping on. I took pics, and then brought the pillow and bedbug down to the reception/check in desk. Showing the woman at the desk, I asked her 'do you know what this is?' She chuckled and replied: "I dont think I want know what that is." I stared at here aghast, and said 'Come on, seriously? You know what this is!' And more chuckles followed... Honestly, I am not sure if she was 'playing dumb struck South Dakota deer in the headlights' or was just nervous about the interaction.. maybe it was too early in the AM and her processor wasnt yet operating at full capacity?? I dunno... But her reaction displayed a 'lais·sez-faire' attitude about the whole thing, indicative of a hotel staff that does not care much for the business they are aiding in running. Because I have a previous background in biology coupled with a healthy awareness of nasty blood sucking parasites that can reek havoc on one's home if infested, my daughter and I did a thorough shakedown of our things in the parking lot. We did not want to be inside the inn one second longer after discovering the bed bug. To the laymen, all it takes is one pregnant female or a few male and females to hitch a ride in one's suitcase, bags, cloths, shoes, etc. and you've just invited a whole town of friends you never knew you had. We spent the rest of our travels shaking our stuff down. Call it paranoia, but I could not feel clean, bug free, until everything was searched and washed/dried extensively. I even threw out a travel bag, just to be sure. I blame the staff running the Stay USA Hotel @ 1401 US-18, Hot Springs. They did not inspire any confidence that they care about their guests. They passed off my complaint and visual proof of the matter as though it wasn't their responsibility. Honestly, I feel like this sorta event should come with a refund.. but I wouldn't expect them to honor that since they apparently don't honor their establishment with thorough cleaning and standard pest extermination. Folks who make an honest low income, I get it. Makes sense to go with cheaper. But please, heed my warning here and pass on this hotel. It's not worth your time, money, and blood (no pun intended)! It will cost you more in the long run if you have to pay for several pest exterminations in your home because you brought back bed bugs from this horrid place! You've...

This is a response to the owner’s response of my wife’s Joanna K honest review. I have never dealt with a business owner who is so ignorant and lacks basic customer service skills. A customer has every right to be upset that their room is not ready after driving for many hours and not even being told when it will be ready by an extremely unpleasant lady in the front. The owner should know how to diffuse the situation and apologize and show some empathy and offer an estimated time when it will be ready. The owner was aggressive and rude and the lady at the front desk was no better. I was speechless by the way me and my wife were talked to!! If you can’t assure 3pm check-ins or even close to that time as it’s stated on your website, change your website or inform people at the time of booking. Also, very important, you should update the website to reflect that your POOL IS CLOSED and you're NOT serving breakfast. This is very important thing people look for when booking hotels. It's not enough to tell them at check-in!! Maybe don’t book so many rooms if you’re so short staffed and can’t keep up!!! Or maybe if you would be nicer to people you would have a full staff to work like every other hotel we stayed at had and also had their pool open and not blame pandemic. After treating people the way you treated us you won’t be in business for long anyways. Sadly I read the reviews after I booked and I’m shocked how aggressive, ignorant and unapologetic the owner is to negative reviews. Seems like the owner purchased the hotel in December of 2019 and that’s when the bad reviews start. An owner should strive for excellent customer service and appreciate people that want to spend money at his hotel. Every response to the negative review he calls people entitled. I don’t even want to imagine how 86 rooms are cleaned with 2 or 4 housekeepers and what’s being skipped and not cleaned. I would not be surprised if bed sheets were not even washed. Definitely the rooms will not be cleaned as thoroughly as they should be! I’m very glad we cancelled our reservation!! We were welcomed with a smile at the next hotel with a beautiful pool that our son could enjoy and an extremely pleasant staff!! I am an extremely patient and nice person but the way me and my wife were treated at the hotel left us speechless and in disbelief. If the owner wants to stay in business he definitely needs to take some customer service training. Owner, double...

Just don't! Where to start, we were so excited to go on vacation until we got to the hotel, when we got there looks run down, lots of junk in the parking lot. The pool was open but not in good shape, there where even staples in the bottom of it. I didn't want anyone to get hurt especially kids so we picked them all up and trashed them. There was hair all over the outside ( looked like hairballs) Then when we got out of the pool there was no towels so we had to walk all the way across the hotel dripping wet. Our room was super hot ac was barley working, the TV stand was falling apart and super dirty. We booked a room with two queens and told them 4 people 2 adults and 2 kids, and then we went to shower there where only two towels hard to take a shower with out them, ( and they smelled so bad)then they are all ripped as well, no wash cloths either ( not a huge deal but still). The bathroom was gross there was all kinds of stuff on the floor. The shower curtain was nasty and a hole in the bathtub. Mirrors where so smudged and looked nasty. The floor in the room was dirty and the corners where super gross with spider web and trash. We stayed for 4 nights and had to take our own trash out literally. ( I get that it's ours but we payed to stay and have clean rooms) when the hubs went and asked for more towels day 2 they made him take all the other ones out of the room and to the front desk. Can't ask for anything you have to walk to the front cause there is no phones in rooms. The 1st day we where there we came back to the room well tried to and had to go again to the front desk and get new key cards cause they where not working. When booking the hotel was told there was a hot tub, we'll you probably guessed it there was not. The shower also sounds like it's going to explode. The breakfast was not great, only sausages links and some pre-made eggs, the biscuits and gravy.. well nasty, we asked for the waffle mix and she just looked at us like we where crazy, it was 7:45 am breakfast didn't end till 9, then when she finally did bring them out I asked for syrup and she said they where out. Went to get coffee and got about half a cup unless u wanted decaffeinated. There is probably so much i missed but it's alot to try...