Rapid City, SD…Holiday Inn Express & Suites Rapid City North, an IHG Hotel — Hotel in Rapid City

My stay was filled with complications and frustrations. First, our 3 person reservation for a 2 Queen, handicap-accessible room, with a roll-in shower, was given away to another guest prior to arrival by the day shift staff. The night shift manager on-site when I arrived, Nathan, gave me a King room w/a roll-in shower. However, the size of the room was not conducive for 3 people. Being that all of the hotel's handicap-accessible rooms with a roll-in shower were occupied, Nathan advised that he could not switch our party to an accommodating room until the next day. He assured me that he would leave a detailed note for the next day's shift manager, Jesse, explaining which room we should be moved to. On the second day of our 3-night stay, I contacted the day shift manager, Jesse, about switching rooms and he acted as if he had no idea about what I was referring to, and was extremely curt and also hung up on me each time we spoke on the phone. Around 1pm, were moved to a 2 Queen, handicap-accessible room w/a roll-in shower. This room was more spacious but still cramped for a handicapped guest.

Second, the cleaning crew did not do their job. Although I turned in my request to have the towels replenished, the garbage taken out, and surfaces wiped down, the cleaning crew failed to accomplish any of that.

Third, the cost of our stay was outrageous. Even with all the complications that we faced, we were only given a 15% discount for our first night.

Finally, this hotel was extremely short-staffed. Only one person was staffed for each shift while I was there. The hotel manager was not on-site nor came to help his or her staff.

Aside from the issues with our reservation, neglectful cleaning crew, and partial rude staff, our stay was somewhat pleasant. The only staff member that deserves credit for our pleasant stay is Nathan, the night-shift manager. He was extremely attentive, accommodating, and friendly. He was the only staff member working his shift each evening and was faced with many obstacles ... a broken elevator, a broken air conditioner in a guest's room, disgruntled guests, having to take out the garbage that the cleaning crew failed to do, and folding towels were just a few of his challenges. In spite of all of that, Nathan was incredible. He never complained, was always willing to help, and kept a positive attitude.

In all, I would not recommend staying...

Don’t be fooled by the photos. This hotel is a disappointment. It sits in a questionable area of Rapid City, surrounded by shuttered businesses that immediately set the wrong tone for arriving guests.||||At check-in, the front desk clerk never asked for photo ID — a basic security lapse. As an IHG loyalty program elite member, I was offered a choice of points or an item from the pantry market. The market was nearly empty with shelves more than 90% bare. I wasn’t even offered a bottle of water. The lobby lacked the kind of local touches one expects, such as tourist brochures or even a newspaper.||||My assigned room on the third floor was unacceptable. The carpet was filthy with food from a previous guest and other debris scattered elsewhere. A luggage tag from a prior guest was still in a drawer. Smoking paraphernalia and other trash were on the floor by the nightstand. Walls were stained with food or possibly vomit. The furniture was battered, scratched, and scuffed. While the bathroom was somewhat cleaner, there were still hairs in the tub and the tile caulking was failing in spots.||||I raised these issues with the duty manager. His first offer was to vacuum the room. When I insisted on a different room, he eventually brought me to another. Within seconds, I saw a six-inch piece of hair on the toilet seat. The front office manager brushed this off as "just one piece of hair," but to me it proved the deeper problem: housekeeping isn’t properly cleaning rooms, and supervisors aren’t inspecting them.||||That kind of negligence is unacceptable in any hotel. If the guest rooms are this dirty, what does that say about the cleanliness or food safety practices in the kitchen serving breakfast?||||Setting aside the cleanliness, the rooms are old. It's been years since the last renovation. For example, the TV was from the year 2008 ... as in 17 years ago. If I had to guess, I'd say it's been about 10 years since the hotel was refreshed.||||I later contacted the general manager, who refunded my stay and credited my IHG account with 25,000 points. While appropriate, it never should have come to that.||||All things considered, don’t risk your trip by staying here. Choose instead the brand-new Hyatt Place downtown or the landmark Hotel Alex Johnson, part of Hilton’s...

My eighty-three year old mother and I stayed at the Holiday Inn Express & Suites in Rapid City, South Dakota for the night of Thursday, May 11th, 2017. When making our reservations online, we booked a mobility accessible room with a tub/shower combo on the top floor, away from any noise, and we were given a regular room on a high floor.

The medium-sized non-smoking room included two queen-sized beds, each with four pillows on them (two soft and two firm), a table with an office chair, a regular chair, a medium-sized HD television and remote with lots of channels, free WiFi, a mini-fridge (with a freezer section) and a coffeemaker. The lamps in the room gave off plenty of light, so you were not sitting in the dark at night like some other hotel rooms we have stayed at.

The medium-sized bathroom had plenty of room to move around in, and included three sets of towels, a hairdryer, bottles of shampoo, conditioner, and body lotion, as well as two bars of soap. The shower had a handle, but it was on the outside, which made it difficult to use when in the shower, especially for my mother.

In addition to the shower, we also found the remote control was difficult to use, did it simply need new batteries or should it have been replaced? I found the bed by the window would creak every time I moved, which disturbed my mother's sleep and she is deaf, so I know the noise was loud! We also had a hard time using the hairdryer, which would shut-off after a few minutes of use. We don't know if it was because of a safety feature or faulty equipment? After a few times, we gave up using it.

While the room was very clean and comfortable and the staff were very friendly and welcoming, I was a little put off as to why I was able to book a mobility accessible room with a tub/shower combo, when the man at the front desk said that they do not have any? He did offer to put us in a room with a roll-in shower, but my mother does not like them as she prefers a tub/shower combo. Because of this, we would not stay at this...