Tru by Hilton Rapid City Rushmore — Hotel in Rapid City

Prospective guests implored to beware.

I traveled across the country with my Mother for a trip to see Rapid City, SD. We arrived early to this hotel (1PM), yes, and aimed simply to have our luggage stowed away so we could go roam around the city while awaiting check in time of 3PM. Immediately upon walking in, one of the first impressions of the whole city, was Kansas at the front desk of Tru, Rapid City, and what a shame that was. We were physically in the middle of explaining to this lady that we had just landed from our flight, and-... she interrupts us briskly with a snuffy, "you can't check in until 3, yet it's only 1". We can read time clocks AND checkin parameters, for the record. I wasted no time to correct her attitude, inquiring if it is within her minute power to allow us to simply stow away our luggage as we've been able to do at countless other Hiltons as we await checkin time. I could go on to describe her incompetence, but I'll stop at telling you all that she, on her own accord, looked up the reservation and checked us in right then and there..at 105PM. Weird, she could have spared us both the bother had she had the wherewithal to identify the goal of the customer, create solutions, and all the while have one thought about customer satisfaction. Mind blowing!

I am in medical school and had to change the hotel dates as I had a meeting scheduled on the day of our original return home.... We had already sorted this out with Hilton Honors via phone call, and they told us to obtain a refund through the front desk management system. Spoiler alert: we were never able to obtain any help from this hotel regarding any remote solution of obtaining a refund. When we go to check out...a day early.... Kansas was working again sadly, and she, again all too snuffly, tells us she can't check us out since we are scheduled to stay another night...well, yet again, we knew that too. What hotel has anyone ever stayed at that they haven't attempted to check out at? Perhaps with that knowledge they could clean rooms quicker or literally have a small idea of whats going on at their hotel. She is absolutely painfully and atrociously horrible at hospitable human interaction, problem solving, and situational awareness, which remain probably the only three requirements to perform her job efficiently. Kansas- word of advice, go back to Washington state, because you utterly misrepresented the entire state of South Dakota.

Rooms were fine, location was excellent, breakfast with ability to dine at Hilton side of the establishment was satisfactory, night clerks were great, but Kansas overwhelmingly complicated our stay and ultimate emotion toward this hotel.

Update, per business reply featuring the phone number to THIS hotel (the genesis of our issues); have called same and remained unmemorable apparently with no resolution or concern. Pray tell, why provide a number to streamline access to the same lacking employees which led to our complaints? Ineffectiveness and troubles...

Arrived from a long driving trip. Pros: Great location near dining options. Safe area. Clean lobby and corridors. Nice pool. Good customer services. Within hour of Deadwood, Custer State Park, Black Hills Forest, Devils Tower, Crazy Horse, Monmouth, and Mt. Rushmore. Cons: Stayed 3 nights, the third was unexpected but we had to since everything was booked area. Night 1 and 2 : Room 211 appeared clean but had very large red stain on king mattress. The manager physically changed out the mattress and we stayed sleeping on a brand new mattress. Day 3 we returned to room 413 and same thing, room appeared clean and was very large but not one but BOTH queen mattresses had large brown-yellow stains on them. Again manager physically changed out both mattress and we slept on two new ones. I don't understand how two separate rooms had these problems. Maybe Management should seriously consider changing the housekeeping staff. The price paid for the room over 180 dollars a night doesn't dictate having to sleep on stained mattresses and is unbecoming of the Hilton brand. We are gold members and have stayed in many places though out the USA. All is required of a traveler is a clean room and we hope that this particular establishment will change its procedures to provide the next guest the same cleaning requirements and not have them wait to change out mattresses. Please do it BEFORE the traveler arrives and provide a clean room. 413 water pressure not good in shower also.

If you are a traveler make sure to check your room for cleanliness and the presence of bugs prior to accepting the room. Look behind the headboard and lift the mattress . If its clean behind the headboard its usually a sign that the housekeeping services are doing and acceptable job. This will help future fellow travelers, don't accept substandard accommodations especially with today's inflationary prices. It's your money...

I picked this hotel due to the cancellation policy - several hotels in the area are nonrefundable. My life is in constant flux so nonrefundable wasn't for me. The location is good as its right off I90 in Rapid City. The hotel lobby was very pleasant with a warm greeting awaiting us and since we were Honor members I was given the choice of choosing what room and location I wanted. We picked the first floor and never had any noise problems. The rooms have Luxury vinyl flooring which I thought made sense (carpeting can get kinda gross) the room was very clean and kind of non traditional - There is no dressers but rather a long bench to put your luggage on with storage underneath. For toiletries instead of the usual hand soap and bottles of shampoos etc there were squeeze bottles with hand soap, lotion, shampoo all attached to the wall. I would have preferred pump dispensers as I found it hard to squeeze at times. There were hooks on the walls for handing coats etc. The shower was large again with squeeze bottles however the water flow from the shower was on water saver mode. It only had one large stream not the usual spray effect. I think this was due to The city being on high plains and not with great water sources. We got used to it. |There isn't a microwave in the room nor a coffee maker. But the lobby had all that - I found the first floor location handy for this. The lobby offered coffee, water, tea and was well stocked. They had other treats for a cost. The breakfast was the usual pancakes, cereal, eggs, sausage fair and was open until 10am. If you didn't like the Hilton offers you were welcome to go to the Hampton Inn and use their facilities. |My family and I really enjoyed our stay there. I would...