Disappointing Stay - Poor Management and Unreasonable Charges
We chose the Rocksino by Hard Rock Deadwood to end our South Dakota trip, and this decision significantly dampened our wonderful vacation.
Alarming Check-In Incident
During check-in around 6:00 PM, I witnessed a situation that should concern potential guests. Another traveler arrived for his second night of a prepaid two-night stay, only to discover the hotel had CANCELLED HIS PREPAID ROOM WITHOUT ANY NOTIFICATION. He was left stranded on a Friday night when Deadwood had limited availability. He was not allowed to stay at the hotel. However, after this lengthy situation and hours of driving, I requested a quick check-in. Paperwork was placed before me without explanation, and I signed trusting standard procedures were followed.
At 7:30 AM, my wife stood at the front desk looking for coffee but received no acknowledgement from the manager (pictured). When I came down later, the manager was playing solitaire on the computer and using her phone rather than attending to guests.
Unreasonable Late Fee
After breakfast, we unexpectedly joined a Deadwood tour. We returned to our room before after our tour was late11:40 AM, fully packed and heading downstairs when the manager called demanding a $50 late checkout fee. I explained we were already checking out and respectfully noted the policy hadn't been explained during the previous night's rushed check-in. Consider other Deadwood accommodations with customer service.