DoubleTree by Hilton Rapid City Downtown Convention Center — Hotel in Rapid City

We booked this hotel for a long weekend trip, one plus to this hotel was it said hotel shuttle INCLUDED. Our flight was getting in very late at midnight. Because of this I called the front desk to confirm they would still have a hotel shuttle for us at the airport. (At the time of booking it did not request flight details or anything) So I wanted to call and make sure everything was situated, make sure we wouldn't run into any issues. The gentleman I spoke with reassured me that the shuttle would be running, doesn't matter what time we got in. All we had to do was call the main line, the same number I just called and let them know when we land and someone would be over to pick us up. Seemed easy enough. Well, when we arrived at the Rapid City Airport we called to say we landed and are ready for our shuttle. This was around 11:40pm. The person this time at the desk said the shuttle service ended at 11PM, my husband said we had called and were specifically told we would have a shuttle. The man again very adamant said NO SHUTTLE!!!! Fortunately the airport has a shuttle service of their own, obviously we had to pay for this shuttle, around $50. Which was annoying because we could have made different arrangements if we were given the correct info originally and saved some money.

Issue #2 - The fan in the bathroom does not work. Perhaps a minor issue, but you will need to wait for the bathroom to air out for quite a while until the mirror is free from the condensation build up. A problem if you need the mirror for makeup or getting ready in the morning.

Just a note the buffet breakfast is only Friday through Sunday. We wanted to get a quick bite to eat at the buffet before leaving Monday morning, but it was not available. Only kitchen service. Which they'll give you a menu to order off of...but because we only had 15/20 minutes we didn't have time for that.

Didn't see any signs of bugs in the room or around the hotel.

This experience overall was just okay. I don't think I'll...

The night staff was incredibly rude, including their manager. We were told the girl was completely booked, yet during our stay the parking lot was never more than half full. It took camping corporate to get a room that was safe for our toddler to be in. We had requested, at booking, to not have an ADA room, the latches are all much lower and can be opened by our daughter, she can actually open all regular doors as well. The only thing that kept her in the room we eventually got was the safety latch at the top of the door. This is much lower in the ADA rooms and she could reach it. A room for us magically appeared after I called corporate, after we were told there were no rooms available to us. This room was on the 6th floor.

As we were waiting to get everything resolved I was waiting on line to speak with the manager. That is when I hear the manager and the man my husband had talked to earlier about the ADA room(who told him there was absolutely nothing that could be done). The two of them, Derrick and Amelita, began complaining and bad nothing my husband and I in front of other customers and myself. They were apparently outraged that we had called corporate customer service when they refused to adjust us with our issue. I waited my turn to speak to them, as there were a few people in front of me, and then I explained the situation and why we requested no ADA room. It took about 15 minutes of explaining the room was not safe for our child before the new room was magically found. During this time both the manager and the other associate raised there voices to me several times. It wasn't until I asked them to transfer our reservations to another Holiday Inn that anything was done. The manager was very annoye/upset about giving us a 6th floor room. In the end half of a night was removed from our bill, but now we can't see it bill at all online and there had been some wonkyness with this bill and our bank, so we are going to have to call...

About 3.5 stars. On the good side, it is clean and comfortable. Rooms are spacious and nicely laid out, and include mini fridges and Keurig coffee makers. My favorite thing -- and the big reason why I almost always stay here when passing through Rapid City (at least twice per year), despite always getting annoyed by some things -- is that there's a big lovely park just across the parking lot, one of my dog's absolute favorites. Rooms are also nicely sound-proofed, much more so than newer hotels. There's also a nice bar/restaurant in the lobby, where you can pick up food if desired. The lobby is also very pretty, with a waterfall going up behind the glass elevators, and it's always well-decorated for Christmas.

On the annoying side: First, not the place to be if you're worried about Covid. Although they have signs all over saying that masks are mandatory, enforcement and compliance are both basically zero. It was crowded both times I stayed there this past summer, and every time I left my room and looked around, maybe 1 in 20 people were wearing masks. And nobody ever said anything. I infer that the typical Rapid City traveler is an anti-masker, and so the hotel has decided it's in their best interests to let people do as they will.

Second, I'm not sure if the hotel disables AC at night, or if it has just happened to malfunction on all my recent visits. But the last three times I've been there, we found the room much too hot to sleep at night, with the AC clearly not working, and then suddenly by morning all was well.

Third, can be irritating on busy weekends. My entire hotel floor on the last visit had groups of drunk teenage wedding guests sitting in the hallways outside rooms, and small children were yelling and joyriding up and down the elevators all evening. As with the masks, the hotel staff seemed to feel it was best to leave...