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Grand Gateway Hotel
1721 LaCrosse St
Rapid City, SD 57701
(605) 342-0666
Rapid City, SD 57701
(605) 342-0666
2 reviews for Grand Gateway Hotel
I just stayed here this past weekend and I'm reading from other reviews on Tripadvisor and Yelp that staff lacks a service oriented attitude. For Rapid City, SD, this place is above average. Nothing too fancy about this particular hotel, but it looks less run down than most of the other hotels in and around Rapid City, SD.
I had the same problem as Heather W. who reviewed this place. I got here after being up all night and wanting to get to my room. I was told to wait until 3pm when they check in guests. Okay, fine. I come back and then Karina (the front desk girl) tells me she can't find my reservation. She asks me if I booked on Priceline. I say, no, Hotwire. She then asks me to call Hotwire and ask them to fax them a reservation form. What? I give her my reservation # and confirmation #, but she says she can't book me until she gets the fax. I've used Priceline, Hotwire, all those sites and I've never gotten this before. I tell Karina she can charge my credit card if Hotwire doesn't pay the hotel. So, Karina checks me in, but before I leave, she asks me to call Hotwire to make sure they send them the fax. Ridiculous. This place gets horrible customer service reviews across the board. The only thing that makes them okay is in comparison to other local hotels, their facilities are better and their price is at or slightly below comparable hotels. Good luck with the staff, though. They're awful. Oh, the kicker, when I asked for a receipt when I checked out, they said that I booked through Priceline, so I have to get a receipt through them. I ended being charged twice. Once by Hotwire and once by the Grand Gateway Hotel. And when I asked them to take off the additional charge when I got the bill, they said I have to call Priceline to get it removed. Ridiculous. Later, they found that they charged me twice and they reimbursed the second charge. What a hassle.
The facility and rooms are your typical standard hotel room. Nothing special but very decent. It's got a big water slide for the indoor pool which is pretty cool. The thing I did not like about the place was the front desk staff. We got in at 1:00 from driving all day long and all we wanted to do was take a nap before going to Mount Rushmore for the firework show. Her response was check in is at 3:00. What happened to customer service??? This place needs to take a class on it. So we left and came back and when we did there was 5 people behind the desk while helping one person. Not one of them said oh we'll be right with you or anything. Once we did check in the man was nice but I was still annoyed. Another lady was complaining about the same rudeness of staff later that night. But one good thing is they have free WI-FI in order for me to right this review.