Staybridge Suites Sioux Falls Southwest

As a long-time IHG customer, I’ve come to expect consistent quality and service from their hotels. Unfortunately, my recent experience at this Staybridge Suites location on 6/2 was a major disappointment — both in terms of customer service and billing. When I checked in with my son, we were not informed that the pool and hot tub were closed — which had been a key reason for choosing this property. I only found out after checking in when I noticed a sign. When I brought this up to the older gentleman at the front desk, he immediately became defensive, stating there was nothing he could do since we had already checked in and that it wasn’t his fault. I never placed blame — I was simply seeking a reasonable solution. His tone was unnecessarily confrontational and dismissive. Thankfully, a younger staff member stepped in and handled the situation calmly and professionally. He assured us the reservation would be cancelled without charge, and we made alternate arrangements at another hotel in town that could accommodate the hot tub and pool. Unfortunately, the issues didn’t stop there. On 6/6, I discovered a $160 charge from the hotel on my credit card. When I called the property to inquire, I spoke with a female staff member just after 10 PM who insisted that the reservation had been canceled and no charges were made. I explained that the charge still appeared on my account and offered to provide documentation, but she continued to argue, insisted it must be a credit card issue, and refused to acknowledge the charge. Her tone was dismissive and unprofessional, treating the conversation as if it were a debate rather than an attempt to resolve a legitimate concern. When I asked for her name, she hung up on me — an absolutely unacceptable response in any customer service setting. I tried calling back twice, but no one answered. I then contacted my credit card company, who confirmed that the charge is still present and that no cancellation or refund had been issued by the hotel. The rep informed me that if the hotel had canceled it and notified them, it would have been removed by now. Initially, I was going to ignore the experience from 6/2 but after two unacceptable customer service experiences, I felt this needed to be addressed. This entire experience has been frustrating and well below the standard I’ve come to expect from IHG hotels. Between the poor communication, unprofessional behavior, and unresolved billing issue, I’ll be extremely hesitant to stay at this specific location again. Thankfully, our other IHG hotel experiences have been exceptional.

Room and Kitchenette in a good location for a visit to Sioux Falls. The staff here is great. They were helpful and tried their best to accommodate my needs. Check in is a snap and there is plenty of parking out front of the main entrance. The rooms are clean, comfortable, and decent sized. Good sized bathrooms, all have tub showers with curtains. Breakfast was the standard fare, decent.

Our stay was excellent! We absolutely enjoyed everything about it. Breakfast was good. Only issue was they didn’t offer non pork meat options and there was only 1 waffle maker so the line was long. But everything else was great!

Amazing place

Very nice breakfast

I love Staybridge everything was perfect 👌